Chapter 02 -- Guest Services

Section 2.1 • Identify the elements of good service • Distinguish between marketing tangible products and intangible products • Explain how the nature of products is different from the nature of service • Describe the concerns of maintaining quality control • Distinguish between controlling inventory and controlling demand • Explain the importance of time and distribution channels to service Section 2.2 • Explain the importance of strategic planning, missions, and objectives • List the steps needed in a strategic planning process • Define moments of truth Section 2.3 • Describe the strategies used for managing supply • Manage demand at hospitality properties • Control payroll expenses Section 2.4 • Target a market segment • Set service standards • List the tangible things a hotel can do to provide good service