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Service(hospitallity) - Term Paper Example

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I thought the experience to be a perfect fit for the subject because tourism industry perfectly jibes with the hospitality industry. The…
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Download file to see previous pages Assessing the people who had served our stay, it seemed to me that the people there genuinely love their job and was not doing it for the sake of work to make a living. It may be a cultural thing because Filipinos were really known as hospitable evident with the survey that they are one of the world’s happiest and friendliest people (despite widespread poverty in the country) but I am sure that management has contributed to it.
There are many factors that contributed to the pleasant experience of our vacation. Foremost of those, I really felt that the people who attended to us were genuinely pleased to have us around. Not that they are desperate to have customers because they also had significant numbers of guest nor did they charge exorbitant rates. To sum these factors, its a combination of culture, good management and highly motivated workforce. Of these factors, I will only tackle good management and its effect to workforce because these are relevant to the course. The factors contributed to excellect customer service delivery were a) employee expectations were met b) employees were empowered c) guest loyalty.
The workforce delivered an excellent service to their guests because their expectations in terms of monetary remuneration were met. Not that they are concerned with money alone nor is motivated solely by pay, but being in an island with few jobs made them appreciate the opportunity that their jobs gave to them. I noticed this when I had an ocassional talk with the bar tender when I had an afternoon drink (its pretty hot there) and he narrated that their jobs pay very well compared to other jobs.
Meeting employees’ expectations are very important in hospitality industry because it directly relates to their motivation to do the extra mile that would please a customer. Maslow’s hierarchy of needs also mentioned this that in any organization, meeting the physical needs of employees ...Download file to see next pagesRead More
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