Precious May N.

Undang BSHM-1B
Quality Service Management

INVOLVING THE QUEST

1. Which dangers of coproduction became realities for Luke and Sue?

Ans: The dangers of coproduction that became realities for Luke and Sue are that after
knowing the comments of their unsatisfied guests on their business. They would have
avoided the problem by planning thoroughly before opening their business. Now after
knowing what their unsatisfied guests complains on their business, they should make
immediate solution to it before other potential guest would complains about it. They have to
buy those particular important things that needs by the guest to get comfort on staying to their
ship. They should also check if their workers are doing their job correctly, like that crew who
didn’t able to teach their guest how to learn the ropes when it is their job to teach them.

2. How might they have headed off those dangers by planning more thoroughly?
Ans: Luke and Sue should put in mind that not all guests are the same. They should consider
that not all guests are adventurous. The guests are there to have fun and enjoy their stay while
availing the service. They should have think first of the needs, wants, perception of the guests
before they build their business and opening it to gain customers. They should have makes
better plans and strategies for their guest to have comfort in staying on their ship by thinking
what the guest particular needs to enjoy their services and to get satisfaction after.

DEVELOPING THE HOSPITALITY CULTURE: EVERYONE SERVES!

1. How do you explain Judy Hart’s unceremonious dumping from Doug’s and warm
welcome at Berger’s?
Ans: Judy Hart get dump in her job in Doug’s Fried Chicken because she’s trying to change
things too fast. Her act worried Chairman Doug Jones because he is afraid that his business
might lose a lot of money. Mr. Berger hired Judy Hart in his business because he knows that
Judy can help him expand his business. Berger’s Burgers is already financially stable so Mr.
Berger have no problem taking risk or spend money just to expand his business. Unlike
Doug’s Fried Chicken that is still watched their budget and expenses closely.
SETTING THE SCENE FOR GUEST EXPERIENCE

1. What do you think Chef Elmo will tell Fred and Song Yi is wrong with their new business
endeavor?
Ans: I think the problem of the new business endeavor of Fred and Song Yi is that they sell
very expensive meals. So, I guess Chef Elmo would tell them to lower their food price. Since
their business is new, they should first sell affordable foods for the costumer. Although their
business is a fine dining restaurant and expected to have a pricey food, they should first get
the customer’s satisfaction by not only selling tasty foods but also considering the
affordability of the price in order to get more customers. If they would consider that
suggestion surely more customers will avail their service. In starting a new business always
consider what your costumers think on your business for you to able to get idea how to fix the
problem and to get immediate solution before your business fails.

2. What advice do you think he will give them?

Ans: The advice that Chef Elmo would give to Fred and Song Yi new business is that they
should first consider the price of their foods. Since their business is new they should first get
the potential customers attention to it by the price of their foods. So that many customers will
avail the food they serve and experience it for them to say that the amount they pay is worth
it. In building a business you should not just think of earning but put in mind what strategies
you will make in order to get potential customers. Without considering your customers want,
needs, and perceptions on to your business you would not be able to be success because
getting customers is what important in a business.

MEETING THE QUEST EXPECTATION THROUGH PLANNING.

1. With whose position would the company’s stockholders most likely agree?
Ans: All of the six hospitality administration students thoughts are correctly except that Jim
are slightly wrong, in building a business you should not just think about the profit or how
much money will you earn on that business. Yes, although gaining profit is one of the reasons
why you build a business you should also first consider how to make that business grow to
achieve progress and achievement just like what Will said. In order to gain profit and to make
your business grow you should importantly consider to thinks of ways and techniques for
your business to survive in the business world. In the hospitality industry, the main goal of
your business is to get potential customers and to gain more customers you should be able to
give your customers/guests a good service for them to be satisfied and to keep on availing
your services. You should set goals for you to succeed on your business and setting goals
means considering what your guest needs and wants because your business are there for
them.
2. The CEO? The employees? The quest?
Ans: The CEO who owns a business should consider all those things needed to manage a
business for it to be successful. The employees who have also an important role in a running
a business should also let by the management to speak for themselves and their thoughts
about the business that would help the business grow. The guests who are the main reason
why a business exist should always be in the priority of the owner and the employee because
without the guest who avail their services and product they won’t gain a profit. They should
always think what best for their business to gain customers/guests and what to give them for
them to experience the best service that would level their expectation to it. All of them have
an important role to play for a business to succeed in the hospitality industry.

3. Where do you stand on the issue?

Ans: I think of all of their given thought are right. Making profit, business growth, survival as
a primary business goal, to keep and get customers and environmental forces is all parts of
goals that every hospitality organizations want to achieve and needed in order for their
business to be successful. It is a fact that a business really did exist to earn a profit but for a
business to earn the owner should plan thoroughly and set goals for it to be successful. You
as the owner of your business you need to manage it well for it to be grow. Also you need to
prepare a solution before problems occur, make the best to survive in the competitive
business world, and keeping your customers and get potential customers by always making
sure to give them the satisfaction both by the product or the services you’ll be offering.
Lastly, yes it’s given that as a person planning to build a business you should first think of the
environment where your business will surely grow and where you can attract potential
customers.
ECONOMY AIRLINES
1. What cause Economy’s problems?
Ans: All employees act as an owner/manager no specific role to play but the same title, that’s
the cause of their problem. For an organization to work, everyone must have a specific role
and job to do but still have the teamwork for them to lessen the burden each has to carry. You
can’t expect a business to succeed if everyone has a control to it, there should only be specific
person to lead and manage the employee for them to do their job correctly. If managers will
also do the role of a secretary then the work will be really be hard for him and he will surely
have a problems doing everything at the same time like setting her schedules , answering
phone calls, plus managing the business. A business or organization should have a specific
task given for everyone for it to be successful.
2. Do you see any way that Economy could have avoided those problems?
Ans: Yes, the Economy Airlines could have avoided those problems if Minor Hamblin did
plan his humanistic dream thoroughly and think of the consequence or the problems that will
resurface after he started the revolutionary low-fare and no frills airline business. In any
organization everyone doesn’t have the same level and task to do. Managers and secretary
has different role to play and work to do they can’t portray the role at the same time.
Economy Airlines should set proper company management and specialized task for everyone.
Minor Hamblin should think that the company still can achieve teamwork even with different
task for employees if he will just manage the company well.
3. What steps should Economy Airlines take now?
Ans: Minor Hamblin should consider that idea of him to convert Economy Airlines to a more
traditional structure, with more management layers, a clearly defined chain of command, and
specialized employee tasks. He should take risk and plan his actions thoroughly or he will
lose his business. He should change the company structure because not all should have the
same level in an organization. He should give specific task to her employees, a task that
surely they are good at and where they should really belong for their work to be easier.
Although a company has a specific and different role for everyone the teamwork will always
be there, because it is what makes the business to succeed if everyone helping one another.

THE DIAMONDBACK PLAZA HOTEL

1. Should Dwight Robinson takes the consultant’s advice?

Ans: Yes, Dwight Robinson should take the consultant’s advice. The consultant is right,
maximizing your profit is what every business into. Dwight Robinson should really consider
the price of his hotel’s room in order to get customer because for him to get customers he
should first attract their attention and doing it means attracting customer by the price. The
affordable the price the more customer will avail the service. He should first let the customer
avail the product in a low price for him to get their satisfaction to it and sooner after hearing
the guest comments to it, it will help him improve his business more.