HOSF1095 Lecture Notes - Lecture 4: Malcolm Baldrige National Quality Award, Customer Retention, United Club
24 Feb 2013
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Document Summary
Quality: the consistent delivery of products and services according to expected standards. Service: the process of helping guests by addressing their wants and needs with respect and dignity in a timely manner. Service is not the same as servility. Properly addressing a guest"s wants first requires defining those. Value: the relationship between price paid and the quality of products and services which are received. Employee to guest ratio: the number of employees relative to the number of guests. In the lodging industry, this is typically expressed in terms of employees per room. Guest satisfaction = how well a guest"s expectations are met. Guest loyalty = how likely guests are to return to an organization and their willingness to build relationships with the organization. Loyal rewards programs as tools to assist in creating loyal guests. Delta delta privilege: gold 5 stays or 20 room nights, platinum 15 stays or 30 room nights, platinum plus 25 stays or 50 room nights.
