EMILIO AGUINALDO COLLEGE

Gov. D. Mangubat Ave., Brgy. Burol Main, City of Dasmariñas, Cavite 4114, Philippines
Tel. Nos. (046) 416-4339/41 www.eac.edu.ph

Montano, Estela Marie V.

HTRM 3-1

QSM Prelim Assignment 2

1. The physical look of buildings, machinery, people, and communication tools is known as tangibility.
Customers frequently want spick-and-span establishments and stores, well-groomed and tidy workers,
and professionally written and produced products like menus, websites, and signs. Paying attention to
appearance might show that your business values consumer comfort. Even though it is not the most
crucial service aspect, aesthetics impacts how people view your company, particularly if your brand
promises a premium or luxurious experience. For example, The physical products of hospitality, e.g.,
food and drink in a restaurant or the Actual hotel room, are sold to the guests or customers 1. Good
menu and ambiance. 2. Internet: Guests at all types of hotels demand Internet service, but business
hotels especially must offer the highest connectivity and flexibility.

2. The capacity to deliver the promised service consistently and accurately is known as reliability. Your
consumers will appreciate you more if you fulfill your commitments as promised and on schedule. They
want to rely on your company to provide a functional or efficient service, to get assistance when
required, and for all of this to occur promptly. At the core of this dimension is the desire of customers to
trust the companies they do business with. For example, you run a pizzeria and guarantee delivery in 30
minutes. You must regularly deliver on that promise to live up to your consumers' expectations and be
seen as a trustworthy company.

3. The ability to assist clients and deliver fast service is responsiveness. It's critical to respond to client
issues and complaints immediately, especially in today's hectic environment. When customers are tardy
in responding to you, responsiveness is still necessary. Please respond as soon as possible to, at the very
least, inform clients that you are processing their requests. By being responsive, you may demonstrate
to your clients that you care about their issues and are actively seeking solutions. For instance, no one
knows your hotel and its positive services and features better than you, so it's essential to be involved in
any guests' journey and guide them along the way. For example, This Sofitel manager offers a simple
and short reply to an excellent review, but one that is helpful and shows interest in the guests'
wellbeing. He even makes a cocktail recommendation for the next time the guest decides to book a stay,
which completes the review and its point of interest.

QF-PQM-035 (11.10.2021) Rev.04

-035
• VIRTUE • EXCELLENCE • SERVICE
 EMILIO AGUINALDO COLLEGE
Gov. D. Mangubat Ave., Brgy. Burol Main, City of Dasmariñas, Cavite 4114, Philippines
Tel. Nos. (046) 416-4339/41 www.eac.edu.ph

4. Employees' competence, politeness, and capacity to inspire confidence and trust constitute assurance.
Customers want companies to be industry leaders in the services they provide. Whether you do this by
showing qualifications and industry certifications or client testimonials, communicating that competence
to customers helps comfort them that they can trust you. When buyers have numerous options but are
unsure of whom to believe, assurance is essential. Consider that you manage an online store. Then you
must figure out how to differentiate yourself and win over clients as customers are constantly inundated
with advertisements from potentially unreliable internet stores.

5. Empathy is the kind, personal attention the business gives to its clients. Customers want to feel like they
are part of a relationship with your company, not just a transaction. You can still fall short of their
expectations even if you offer the best product or services on the market. Ensuring your business
demonstrates your caring is one way to show empathy to clients. You can exceed expectations by
teaching staff members how to deliver exceptional and sympathetic service, where smiles and exciting
conversations are commonplace. For example, The general manager of Okada Manila does a fantastic
job of thanking the customer for her evaluation and mentioning the hotel personnel as well. The
manager gives the housekeeper in question a glowing recommendation and makes it apparent that the
hotel values her work, which makes a fantastic impression. In addition, the visitor is welcomed back for
another wonderful stay and addressed by name.

QF-PQM-035 (11.10.2021) Rev.04

-035
• VIRTUE • EXCELLENCE • SERVICE