ACTIVITY # 1 & 2

QUALITY SERVICES
MANAGEMENT IN
TOURISM AND
HOSPITALITY


Emylen A. San Andres
 1. A guest experience is a service, and our topic explained that services are
largely intangible. Think of a somewhat expensive guest experience you had.
What intangibles did the organization use to make you feel that your
intangible experience was worth the money you paid?
i think the experience was worth to pay is the restaurant that my family
and I enjoyed. Not only were the meals delicious, fresh, and nicely
presented, but their customer service was excellent as well. They would
always check on us if we needed something. They are not the staff that
ignores you or tries to avoid you if you need something. I can say that the
staff there are really professional. When my family and I eat there, we
always feel welcome.The restaurant is very romantic and relaxing at the
same time. It also offers a fantastic view of the ocean. Perfect for late
afternoon to sunset dining. So it is the best for me.
2. Reflect on your enjoyable
guest experience and on a
disappointing guest
experience.
 a. What were the significant events, the moments of truth, during each
experience
I have had many different types of guest experiences that are both good and bad. The moment of
truth of what I experienced in my enjoyable guest experience is how good the staff who worked
there. When we ask for their help or if we need something, they are really responsive,they
immediately do the thing we asked as soon as possible. They have this customer service that
they always greet and smile at, Which I enjoy the most because it makes me feel really welcome
and makes my stay comfortable anytime someone greets me or smiles at me. And on the other
hand, the moment of truth that i have during the disappointing guest experience is when one of
the staff working there is being rude like trying to avoid or ignore you when i ask something and
also the staff who give me an attitude kind of look. like you don’t seem to be a customer to give
you that kind of look, which i didn't enjoy during my stay there.


 b. How did they contribute to your enjoyment or disappointment?

They made our stay very enjoyable by allowing us to experience their amazing service and doing
their job to fulfill their guests' expectations. while the disappointment experience i don't want to go
on that place again because of their service.

c. How do they relate to managing the guest experience in hospitality

organizations?
They relate to managing the guest experience because they are all aware of the tasks that must
be completed whenever a customer arrives, and if the guest is dissatisfied with the service you
provide, they may not return to your workplace. However, if the guest enjoys their stay, they will
return, be able to suggest the place to others, and provide the workplace with a great review. This
is how they relate to the hospitality organization.
 3. You are probably familiar with the
expression “too much of a good thing”.
In the hospitality setting, that would
describe over-delivering the service
guests have come to receive.
 a.How much service is too much service? Have you ever experienced excessive
service?
I HAVE NOT YET EXPERIENCED EXCESSIVE SERVICE, BUT WHAT I CONSIDER TO
BE EXCESSIVE SERVICE IS WHEN PEOPLE ARE FEELING CLOSE TO YOU. MAYBE
IN TERMS OF PROVIDING THE PERSONAL NEEDS OF THE CUSTOMERS, THEY
CAN BASICALLY GIVE IT ON THEIR OWN. WELL, IT IS TOO MUCH TO SERVE ALL
THE NEEDS. IT'S LIKE WHEN THEY KEEP RECOMMENDING OR CONTINUOUSLY
OFFERING SOMETHING THAT YOU ARE CLEARLY NOT INTERESTED IN.

b. How does a hospitality manager ensure that guest expectations are met or exceeded
without going overboard?
THE HOSPITALITY MANAGER DOESN'T NEED TO BE PERFECT AS LONG AS THE
CUSTOMERS APPRECIATE THEIR WORK. IT WAS A BIG ACHIEVEMENT. BUT, SOME
CUSTOMERS GIVE ADVICE TO MAKE IT A LESSON, SO FOR THE NEXT JOB, YOU
CAN DO THE WORK PERFECTLY. YOU SHOULD LISTEN TO THEM, AND MAKE IT A
LEARNING EXPERIENCE.
THANK YOU!