Name: Date:

Look for two hospitality or tourism establishments and analyze the quality management and control
system of the establishment based on different dimensions that have been discussed in this chapter.
Use the template below. 3-4 students per group/pair, short bond paper, and please be reminded
that the deadline for submission of assessment activity 1 and assessment activity 2 is on February
22, 2024.

Name of the Business Organization:

Main Products/Services:

Dimensions of Quality Business Assessment and Evaluation

Performance
Features
Reliability
Conformance to Standards
Durability
Serviceability
Aesthetics
Perceived Quality

Name of the Business Organization:

Main Products/Services:

Dimensions of Quality Business Assessment and Evaluation

Performance
Features
Reliability
Conformance to Standards
Durability
Serviceability
Aesthetics
Perceived Quality
JAZZPHEN IAN SEQUITIN FEBRUARY 22, 2024
GAVIN ECHALUCE
YAHWEI PALAPUS

ASSESSMENT 2

Introduction

These chosen hospitality/tourism service organizations were based from the series White
Lotus. It is an American Drama, however, the setting is in a Hotel & Resort in which was named the
White Lotus, for this service analysis we would like to focus on the Hotels that were used, the
hospitality services that were showcased in the series but in real life.

Service Analysis

FOUR SEASONS MAUI SAN DOMENICO PALACE

(HAWAII) (SICILY)
Service Quality In the show, The White Lotus was During the second season, the
set in Hawaii, it further showcased White Lotus Hotel was set in Sicily,
the beauty of the setting like a showcasing the Greek motifs in
tropical paradise, in terms of their hotel in contrast to the White
service, it exudes this very rich Lotus in Hawaii. In terms of service,
atmosphere, the guests are wealthy it’s the same, since the White Lotus
and with money, so the hotel staff is mostly for the “rich people” all
from Hotel Manager to bell boys the staff make sure that they
are very courteous and attentive provide the best service that they
and always putting a smile on their can provide, from greeting them
faces making sure that they meet from the boat and up to making
the needs of their guests. sure that their luggage is safe and
helping them get to their respective
rooms.
Product Quality In terms of product showcased it For the second season, it was also
was all beyond what anyone can the same there were no issues
imagine, from the rooms with regarding the amenities that was
overlooking views of the ocean, the showcased in this season from
food which was constantly being room to food, absolutely
praised and the deliverable all met remarkable, however I prefer the
the expectations of guests. Hawaii rooms in season 1 with
different aesthetic.
Service Experience In order to answer this I will use the During the second season, the cast
perspective of the actors during the was absolutely enthralled by the
show, one of the character there services provided by the hotel and
was a wealthy mogul woman the hotel always makes sure that
named Tanya, who is dealing with a they meet what the guest needs or
lot of stress and anxiety due to the whatever they ask.
 death of her mother, however after
having a spa session she quickly
recovers and enjoys the time spent
all throughout her stay, I think in
reality this should be the same as
well, remember that guests leave
for leisure or to take a break so it
should be the main of any
hospitality or tourism service
organizations
Product Experience I would like to make use of a scene In the second season, there is no
or plot as an example to product issues regarding the guest’s
experience for this, there is one of experience in the hotel, in fact the
the cast here who pre-booked, hotel provided so much for the
however the hotel manager had a guest like making the guest borrow
mistake instead of being in the a vespa due to some personal
Palm Suite the guests were request, it was all good.
transferred to the Pineapple suite,
which then become a huge issue in
the show, the hotel manager
perfectly showed how it is handled,
making sure that they provide
compensation since it was their
mistake, in real life mistakes like
this can happen too, so it is
important how we can handle these
kinds of scenarios
Expectations Just like my answer in Product In the second season, all was great
vs Reality Experience, mistakes can affect the the guest had wad they expected,
Analysis expectation and reality of a guest, no room exchanges, they
so let’s say they pre-booked so they experienced what they actually paid
expect that they will have the Palm for, and that’s the goal standard
Suite but then since the hotel when expectations meet the reality.
manager had a mistake they were
booked in the Pineapple Suite, it
could’ve been resolved if Palm Suite
was unoccupied however in the
show it wasn’t so it resulted in
dismay of the guest, in the show
before the guest leave they were
transferred to the Palm Suite and
was greatly compensated.
Overall Service Experience The show is satirical, it’s a show It is also the same the hotel
where rich people are being played provided the best and the guest
by common people and as a viewer experienced the best at least during
you get satisfied by it, however their stay even though in the end
overall, most of the cast had a great they looked problematic due to
service experience throughout their their personal dilemmas and lives
stay but not perfect to some just however in the perspective of their
like the one who got transferred stay and how well the hotel’s
rooms. service I can say it was all good and
worth their penny.