managing in tourism Essay example

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Managing the Hospitality Experience: Project

By: HO YIN CHUNG

Words: 2100

UNIVERSITY OF SOUTH AUSTRALIA
Assignment Cover Sheet – Internal

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If submitting your assignment in hard copy you should complete and attached this Assignment Cover Sheet. Please check your Course Outline or contact your School Office for assignment submission locations.

Name: HO YIN CHUNG

Mail ID 1
1
0
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6
3
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7

Email: Chuhy031 @mymail.unisa.edu.au
Course code and title: Managing the Hospitality Experience (TOUR 2005)
School: Bussiness
Program Code: DBCB
Course Coordinator: Dr Gayathri (Gee) Wijesinghe
Tutor: Mr John Hopkinson
Day, Time, Location of Tutorial/Practical: Tue 4:10 -5:00
Assignment number: 3
Due date:14 Nov 2013
Assignment topic as stated in Course Outline:

Further Information: (e.g. state if extension was granted and attach evidence of approval, Revised Submission Date)

I declare that the work contained in this assignment is my own, except where acknowledgement of sources is made.

I authorise the University to test any work submitted by me, using text comparison software, for instances of plagiarism. I understand this will involve the University or its contractor copying my work and storing it on a database to be used in future to test work submitted by others.

I understand that I can obtain further information on this matter at http://w3.unisa.edu.au/ltu/integrity/default.asp Note: The attachment of this statement on any electronically submitted assignments will be deemed to have the same authority as a signed statement.

Signed: chung
Date: 4 Nov 2013

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Question 1
Explain with an example what is meant by ‘creating an enjoyable experience’ for the guest/customer in a hospitality setting, for an in-house guest or a customer dinning in a restaurant.

‘Creating a coherent and memorable experience’ for the guest is one of the main issues in hospitality industry. Experiences are the emotions and sense of visual, auditory, olfactory, and mental. Creating an enjoyable experience for the customers are not only can make them feel good, but also increase an opportunity for them to repurchase the service. Here are several ways to go beyond a good customer service that it will create a coherent experience for the guests when dinning in a restaurant or in-house guest.
Attentiveness
Take an example of ‘Danny Meyer’s New York restaurant’, the owner ‘Danny’ is a master of detail, and his employees are being trained to notice, and when appropriate act on, even the smallest scraps of information they observe about a guest. In his restaurant, if it has been mention that a reservation that it's a birthday dinner, the manager will make it a point to come to the table and represent Danny's birthday wishes to the appropriate person (Nisen 2013). In addition, if staff members eavesdrop on a conversation in which the guests indicated that they like or dislike something, within minutes, everyone who might come into contact with that guest knows about it (Nisen 2013). It's no wonder that his services was created memorable experiences and got a top ranking in the "Most Popular" list on the Zagat guide (Nisen 2013).
Appreciation
Particular in dinning services, to show the customers that the restaurant is appreciating them is important in which it will create an enjoyable experience for the customer. For example, restaurant manager in Danny Meyer’s New York restaurant are given "VIPs" an
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