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dq 1Service as Intangible (graded)Hospitality service is made up of transactions that are numerous, diverse, and often private. In a dining room, for instance, each interaction between a food server and a guest is usually just between the two of them, or at most, between the server and the guest’s party at that table. How do you, as a manager, prepare and train a food server to know both how to anticipate and to meet the guest’s expectations for excellent service?dq 2Creating Service Cultures (graded)A company’s culture can be defined as a shared meaning held by members that distinguishes the organization from other organizations. This system is, on closer examination, a set of key characteristics that the organization values.Visit the website for the Ritz Carlton Hotel Company (www.ritzcarlton.com/home.asp) and begin to discuss how the saying “Putting on the Ritz” has evolved to mean creating a service culture of sheer excellence for guests who frequent these hotels.

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