DESCRIBE HOW THE INDUSTRY INVOLVES THE GUEST IN ORDER TO PROVIDE QUALITY SERVICE.

05 Jun DESCRIBE HOW THE INDUSTRY INVOLVES THE GUEST IN ORDER TO PROVIDE QUALITY SERVICE.

Describe how the industry involves the guest in order to provide quality service.

Assignment 2: HTM 150 Quality Service Assurance

A positive guest experience is mainly the result of guests who have positive encounters and interactions with employees who provide the utmost quality service. Based on the hospitality industry you chose in Assignment 1, identify methods, strategies, and tools this industry uses to deliver the “wow” factor and enhance the guest experience.

Write a five to six (5-6) page paper in which you:

1. Describe how the industry involves the guest in order to provide quality service.

1. Summarize two (2) service standards the industry uses to meet customer expectations.

1. Recommend one (1) “wow” element the industry could apply to each of the two (2) service standards in order to make the guest’s experience more memorable.

1. Recommend at least one (1) way the industry could better provide information to its guests.

1. Use at least two (2) quality academic resources in this assignment. Note: Wikipedia and other Websites do not quality as academic resources.

Your assignment must follow these formatting requirements:

1. Be typed, double spaced, using Times New Roman font (size 12), with one-inch margins on all sides; references must follow APA or school-specific format. Check with your professor for any additional instructions.

1. Include a cover page containing the title of the assignment, the student’s name, the professor’s name, the course title, and the date. The cover page and the reference page are not included in the required page length.

The specific course learning outcomes associated with this assignment are:

1. Explain the typical service expectations of customers and the behaviors associated with providing these services.

1. Apply service quality standards used in other industries to the hospitality industry.

1. Synthesize customer perceptions into service performance standards.

1. Assess and implement quality standards as a “turnaround strategy.”

1. Use technology and information resources to research issues in quality service assurance.

1. Write clearly and concisely about quality service assurance using proper writing mechanics.

Grading for this assignment will be based on answer quality, logic / organization of the paper, and language and writing skills, using the following rubric.

Points: 200

Assignment 2: Providing Quality Service

Criteria

Unacceptable

Below 60% F

Meets Minimum Expectations

60-69% D

Fair

70-79% C

Proficient

80-89% B

Exemplary

90-100% A

1. Describe how the industry involves the guest in order to provide quality service.

Weight: 25%

Did not submit or incompletely described how the industry involves the guest in order to provide quality service.

Insufficiently described how the industry involves the guest in order to provide quality service.

Partially described how the industry involves the guest in order to provide quality service.

Satisfactorily described how the industry involves the guest in order to provide quality service.

Thoroughly described how the industry involves the guest in order to provide quality service.

2. Summarize two (2) service standards the industry uses to meet customer expectations.

Weight: 20%

Did not submit or incompletely summarized two (2) service standards the industry uses to meet customer expectations.

Insufficiently summarized two (2) service standards the industry uses to meet customer expectations.

Partially summarized two (2) service standards the industry uses to meet customer expectations.

Satisfactorily summarized two (2) service standards the industry uses to meet customer expectations.

Thoroughly summarized two (2) service standards the industry uses to meet customer expectations.

3. Recommend one (1) “wow” element the industry could apply to each of the two (2) service standards in order to make the guest’s experience more memorable.

Weight: 20%

Did not submit or incompletely recommended one (1) “wow” element the industry could apply to each of the two (2) service standards in order to make the guest’s experience more memorable.

Insufficiently recommended one (1) “wow” element the industry could apply to each of the two (2) service standards in order to make the guest’s experience more memorable.

Partially recommended one (1) “wow” element the industry could apply to each of the two (2) service standards in order to make the guest’s experience more memorable.

Satisfactorily recommended one (1) “wow” element the industry could apply to each of the two (2) service standards in order to make the guest’s experience more memorable.

Thoroughly recommended one (1) “wow” element the industry could apply to each of the two (2) service standards in order to make the guest’s experience more memorable.

4. Recommend at least one (1) way the industry could better provide information to its guests.

Weight: 20%

Did not submit or incompletely recommended at least one (1) way the industry could better provide information to its guests.

Insufficiently recommended at least one (1) way the industry could better provide information to its guests.

Partially recommended at least one (1) way the industry could better provide information to its guests.

Satisfactorily recommended at least one (1) way the industry could better provide information to its guests.

Thoroughly recommended at least one (1) way the industry could better provide information to its guests.

5. 2 references

Weight: 5%

No references provided

Does not meet the required number of references; all references poor quality choices.

Does not meet the required number of references; some references poor quality choices.

Meets number of required references; all references high quality choices.

Exceeds number of required references; all references high quality choices.

6. Clarity, writing mechanics, and formatting requirements

Weight: 10%

More than 8 errors present

7-8 errors present

5-6 errors present

3-4 errors present

0-2 errors present