Hotel Front Office Management, 3rd Edition

MANAGING THE DELIVERY OF HOSPITALITY 313Figure 11-4. This individual hotel guest survey asks guests for their opinions on delivery ofservice.Times HotelGuest Survey1. List and rate the services provided by the bell staff.excellent good fair poorexcellent good fair poor2. List and rate the services provided by the front desk.3. List and rate the services provided by housekeeping.excellent good fair poorexcellent good fair poorexcellent good fair poorexcellent good fair poorexcellent good fair poor4. List and rate the services provided by the food and beverage department.excellent good fair poorexcellent good fair poorexcellent good fair poor• Problem solving—people can work out the intricacies of problems• Recovery—will anybody make a special effort to set a problem right 7Their conclusions add another dimension to the service strategy statement. In additionto certain recognizable products and services delivered at a certain speed and level ofquality, guests expect employees to accept the responsibility for resolving problems. Theguest should not encounter unconcerned staff or be bounced from employee to employeein order to have a problem solved. Management must develop a staff that can think andsolve problems. This dimension to the service strategy statement will make the deliveryof professional hospitality a challenge!DEVELOPING THE SERVICE STRATEGY STATEMENTOnce management has identified what guests want, it can develop a service strategystatement. The statement should include:• A commitment to make service from top-level ownership and management a toppriority in the companyTLFeBOOK