Question

1) COVID 19 has made a significant impact on the provision of hospitality guest service. As a hospitality manager who is forced to adapt to the new social constructs, how can you sustain the quality of hospitality guest service to minimize physical contact? Justify your answer.
2). Reflecting on the nature or the characteristics of service, what do you think are its implications to the hospitality organizations in creating a total guest experience?
3) The service industry holds to the general notion that “the guest is always right.” However, in situations where the guest wants too much or goes too far, as rule of thumb, the hospitality manager must be able to find ways to let them know that they are wrong with dignity ensuring that in the process their self- esteem as well as their satisfaction with the guest experience and the organization are not negatively affected. So, how would you handle the given situation? A long-time guest has drunk a bit too much in your hotel bar. He is staying at the hotel that evening, he is not driving, and he insists on one more drink. He says that if the hotel refuses to serve him, he will take his business elsewhere.

Answer 1

ANS 1. THE FOLLOWING CAN BE DONE TO SUSTAIN QUALITY OF HOSPITALITY GUEST SERVICE:

• CONTACTLESS PAYMENTS THROUGH ONLINE PAYMENTS, QR CODES ETC.
• DISINFECT LUGGAGE BEFORE SENDING TO ROOM
• SOCIAL DISTANCE UPTO 6 FEET
• DISINFECT EACH ROOM AFTER THE GUESTS LEAVES
• SANITIZERS AT ALL ENTRANCES
• THERMAL SCREENING DONE BEFORE ENTERING
• MASKS TO BE WORN ALL TIMES INSIDE HOTEL
• FREQUENT HAND WASHING WITH SOAPS
• SANITISE KITCHENS PROPERLY
• ENCOURAGE ROOM SERVICES INSTEAD OF DINE INS
• DISPOSABLE MENUS, NAPKINS SHOULD BE USED

ANS 2. THE FOLLOWING ARE THE CHARACTERISTICS AND IMPLICATIONS OF THE SERVICES IN HOSPITALITY SECTOR:

• INTANGIBILITY: SERVICES CANNOT BE TOUCHED THE CAN ONLY BE FELT. IN HOSPITALITY SECTOR, THE GUEST BOOKS A ROOM EITHER IN ADVANCE OR ON THE SPOT AND THE HOTEL PROVIDE SERVICES TO THEM TO STAY IN THE HOTEL WITH OTHER FACILITIES. IN THIS NO TANGIBLE GOOD/PRODUCT IS INVOLVED OR EXCHANGED.
• HETEROGENEITY: THIS MEANS THAT THE SERVICES AND THEIR LEVELS ARE DIFFERENT FOR ALL DIFFERENT VENDORS. IN HOSPITALITY ALSO, THE FACILITIES PROVIDED BY THE HOTELS TO THE GUESTS DIFFERS. THESE ARE CATEGORIZED AS 3 STARS HOTELS, 5 STARS HOTELS ETC WHICH DEPICT THAT THE GUEST EXPERIENCE PROVIDED IN THESE HOTELS DIFFER SIGNIFICANTLY FROM OTHERS.
• INSEPARABILITY: SERVICES LAST FOR A PERIOD OF TIME FOR WHICH THE CUSTOMER IS ENGAGED. IN HOSPITALITY, THE SERVICE IS CREATED WHEN THE ROOM IS BOOKED AND CONSUMED WHEN THE GUEST STAYS IN THE ROOM AND THEN GETS OVER WHEN THE GUEST LEAVES THE ROOM.
• PERISHABILITY: SERVICES ARE PERISHABLE IN NATURE THAT MEANS THEY CANNOT BE STORED. IF THE GUEST DO NOT BOOK A ROOM ON TIME, THE ROOM MIGHT NOT BE AVAILABLE AFTER SOME TIME.

ANS 3. IN THE GIVEN SITUATION, THE GUEST SHOULD NOT BE PROVIDED WITH ANOTHER DRINK. INSTEAD, HE SHOULD BE TAKEN TO HIS ROOM TO RELAX AND SHOULD BE HANDLED WITH CALMNESS WITHOUT BEING AGGRESSIVE BECAUSE THIS WILL BE ETHICALLY CORRECT. OR ANOTHER SOLUTION CAN BE A DEAL WITH HIM SAYING THAT THIS WILL BE THE LAST DRINK PROVIDED TO HIM SO THAT HE COULD NOT TAKE AWAY THE BUSINESS FROM HOTEL.