1. Components of Quality in the Hospitality Industry
2.1
O.H. 2.1

2. Who Are the Guests? Small lodging property serving highway travelers
Upscale restaurant
Downtown hotel
Restaurant in a tourist district
2.2
O.H. 2.2

3. The Process of Guest Service Is Cyclical
Determine What Guests Want
Deliver What Guests Want
Evaluate Service Delivery Systems
2.3
O.H. 2.3

4. History of Service: Bread as the Staff of Life
2.4
O.H. 2.4

5. 2.5
O.H. 2.5

6. March Toward Zero Defects
2.6
O.H. 2.6

7. Manager’s Checklist for Effective Guest Service
2.7
O.H. 2.7

8. 2.8
O.H. 2.8

9. Challenges! Challenges!
Factors that affect the organization’s ability to maintain quality service standards:
Service philosophy of top-level managers
Service attitude of staff members
Employee selection and training
Changing guest preferences
O.H. 2.9