The Secret Weapons of Service: Importance of Guest Services and Service Excellence in Hospitality In

Module Learning Outcomes

Upon the successful completion of this module, the student should be able to demonstrate the ability to:

Understand the importance of Guest Services strategies and appreciate their use in understanding guest needs and the value of empowerment and guest service measurements.

Evaluate the range of hospitality services and provision in terms of the changing nature of consumer demands, understanding operational systems and resource provision required to deliver service excellence.

Task description

Assessment 2 will require you to write in report format a 1500-word content entitled.

‘The Secret Weapons of Service’.

Within this report, you will consider why hospitality should appear effortless and spontaneous for the guest, including customer service standards, how they vary and how this relates to brand-consistency standards, grading systems and corporate culture.

You must introduce and include the five service systems that are:

• Preparation,
• Execution,
• Guest preference and experience tracking,
• Recovery and
• Continuous improvement.

Remember the recovery models that have been discussed within the module and comment on the benefit of following these, such as ARFFD, AREC, LEARN etc., describe which hotels use them and why. You should include your own recommendations for customer experience failure recovery for a business. How would these be implemented and what are the benefits? You should be able to link to industry trends and future opportunities in the industry.

Remember that within any organisation the best system that can be introduced is one that allows recognition of failures and a system to rectify this- consider that within your writing and especially within your conclusion to the report.

Industry examples should be referred to throughout your report, think of the case studies that have been discussed within lectures, and those that you will source to support your content. Within report format you must include the following:

You must present your report with a front page, this to include:
The title of the report – The Secret Weapons of Service Report.

• Your name
• The module title and number
• Your lecturer’s name

Your report should also include a clear contents page and headings throughout.