MGT 306 Study Guide - Spring 2018, Comprehensive Midterm Notes - Vision Statement, Ford Focus, Servicescape
12 Oct 2018
School
Department
Course
Professor
MGT 306
MIDTERM EXAM
STUDY GUIDE
Fall 2018
• Intro to Hospitality:
➢ Hospitality: organizations that offer guests courteous, professional food,
drink, & lodging services, alone or in combination.
o More than just hotels & restaurants.
o Has been defined in many ways.
o Expanded definition includes:
▪ Theme parks
▪ Airlines
▪ Gaming centers
▪ Cruise ships
▪ Trade shows
▪ Fairs
▪ Meeting planning
▪ Convention organizations
o The challenge for all organizations in this industry is to ensure that their
personnel always provide at least the level of service that their guests
want & expect.
▪ This must happen every time & perfectly each time.
➢ There are 2 fundamental concepts based on practices of successful
hospitality organizations.
1. Focus on your guest.
o Most managers think first about their organization, their production
requirements, & their employee needs.
o They manage from the inside out.
▪ However, you must manage from the outside in.
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❖ Start with the guests.
❖ Study them endlessly.
❖ Know what they want, need, value, expect, & actually do.
❖ Then focus everyone in organization on figuring out how to do
a better job of meeting & exceeding guest expectations in a way
that allows organization to make a profit.
2. Treat each customer like a guest.
o Always use the term guest, not customer.
o Create a guest-focused culture.
o Train employees to think of the people in front of them as their guests.
o Know importance of constantly reminding thousands of employees to
think of customers as guests in everything they do.
➢ There are 3 critical S’s of a successful hospitality organization.
1. Strategy: what plans hospitality organizations must make to be effective
in achieving service mission.
2. Staff: deliver high-quality guest experience that distinguishes excellent
hospitality organization from the merely good.
3. Systems: an effective array of systems to back them up in delivering
service that the customer comes for.
➢ There are 14 principals of hospitality management.
o The Hospitality Service Strategy:
1. Provide service quality & value that guests expect.
2. Focus strategy on key drivers of guest satisfaction.
3. Provide service setting that guests expect.
4. Define & sustain a total service culture.
o The Hospitality Service Staff:
find more resources at oneclass.com
find more resources at oneclass.com
Document Summary
Know what they want, need, value, expect, & actually do. Serving guests & making products are different activities: they require different management principles & concepts. A: a friend, someone you invite to your house; someone who is to be treated well. A: we observe & adapt to their needs. s: ex: if a person is taking a lot of boxes home, maybe we need to reduce our portions. All organization"s employees must treat customers like guests & manage the organization from guest"s pov: but also keep an eye on the bottom line to ensure services can continue to be provided in the future. Traditional management: organizational design, managerial hierarchy, production systems, maximize organizational efficiency. Guestology: forces organization to start everything it does by looking systematically at customer/guests" pov, what customers do & want are first systematically studied, modeled, and predicted, then rest of organizational issues are addressed.
