TASK DESCRIPTION
Assessment 2 will require you to write in report format a 1500-word content entitled.
`The Philosophies of Service’.
Within this report, you will consider why hospitality should appear effortless and spontaneous for the guest, including hotel standards, reputation management, building and retaining customer loyalty, customer service standards, how they vary between different types of hotels and how this relates to brand-consistency standards, grading systems and corporate culture.
You must include the importance of the five service systems of the secret weapons of service : Preparation, Execution, Guest preference and experience tracking, Recovery and Continuous improvement. With examples as well as examples of 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.
In your report, you will need to include recommendations. Recommendations are often included with a report’s conclusion, although they serve different purposes. Whereas a conclusion offers you the opportunity to summarise or review your report’s main ideas, recommendations suggest actions to be taken in response to the findings of a 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.
You must include in-text citations, along with a 15 variety of refences that conforms to IHM Referencing Guide (available on the Module Moodle page) You must include in-text citations, along with a Reference List that conforms to IHM Referencing Guide (available on the Module Moodle page).
