Lourdes College, Inc.

Graduate School

HM 104- MANAGING HOSPITALITY AND GUEST SERVICES

Final Exam

Name: Airesh Mae P. Edrad Score:___________ Course & Year:_________________

ESSAY:

Criteria for Grading:

1. Content and Depth of Analysis (5)

2. Organization and Structure (3)

3. Clarity and Coherence (2)

Total: 10 points

"Service excellence isn't just about meeting expectations; it's about exceeding them with sincerity,
empathy, and a genuine desire to make a difference in every interaction."(2024)

1. Explain how crucial it is to choose the best candidates for customer-facing positions in the
hospitality sector. What effect does an organization's hiring and selection procedure have on
the caliber of services it offers?

Answer:

In hospitality, it all comes down to creating a real connection with the people who come through
the door of the restaurant of hotel. A friendly face, or just a “mabuhay gesture” can really make
someone's day. One false move like not attending the guests request can leave a bad comment in their
mouth or can ruin the whole experience.

Think about it this way. When you have a good experience at a hotel or restaurant, don't you feel
like they genuinely cared about you? That makes you want to come back, right? You tell your friends; you
leave a good review online - that's free advertising! And happy guests mean more money coming in.
Staff who are good at their jobs can recommend things, solve problems quickly, and make everyone feel
like they're part of something special. It's about building trust and a sense of community.

That is why, finding the right people takes effort. You can't just grab anyone off the street. But
investing in a good hiring process, with tests, interviews, and checking references, pays off big time. You
get good people who stick around, which saves money on training new folks all the time. Plus, a happy
staff means a smoother operation overall.
In the end, the hospitality industry is all about creating a positive experience. When you put the effort
into finding the right people for the job, you're laying the foundation for happy guests, a good
reputation, and a successful business. That's a win-win for everyone!

2. Examine methods for being positive and offering outstanding service in the face of difficulties
or pressure. How can hotel organizations help their staff members continue to be enthusiastic
and driven when serving customers?

Answer:

Working in hospitality can be amazing, but let's be honest, it's not always sunshine and
rainbows. There will be demanding guests, crazy situations, and days where we just want to pull our hair
out. But the key is to keep to keep our composure, put that smile on our face and keep that service top-
notch, even when things get tough.

As to my own opinion, it's important to recognize when one is getting overwhelmed. As a server
or as a duty manager, when I feel my patience wearing thin, I try to excuse myself politely and take a
moment to collect my composure. Taking a few deep breaths, splashing some water on my face, or even
stepping outside for a quick breath can do wonders for clearing my head and approaching the situation
with renewed focus.

Maintaining a positive mindset is crucial. Positive attitudes are contagious, and focusing on
delivering exceptional guest experiences is evident in our interactions. Even when faced with challenging
guests, we must view them as opportunities to utilize skills and achieve positive outcomes. Remember, a
grumpy guest isn't necessarily mad at the server or the employee – they might just be having a bad day.
We must try to see things from their perspective. Maybe their flight was delayed, or they're stressed
about work. A little empathy can go a long way in diffusing tension.

In conclusion when things get crazy, it's easy to get bogged down in the negativity. Instead,
focus on the small victories! Did you resolve a problem for a guest? Did you receive a compliment on
your service? Celebrate those little wins, no matter how small. These positive moments will keep you
motivated and remind us of the impact we’re having on guests' experiences.

3. Discuss about how empowered frontline staff members can handle service mishaps and
convert irate clients into devoted supporters. In what ways can hospitality organizations
enable their employees to assume responsibility for customer concerns and promptly address
them?

Answer:

Frustrated guests are a reality in the hospitality industry. But what if those unhappy encounters
could be turned into opportunities to shine? Empowering frontline staff to handle service misfortunes
effectively is the key to transforming irate guests into devoted supporters. I had experienced that too
when I was working as a Duty Manager. It was during the time that guests yelled at us especially to me
the manager-on-duty. Instead of shouting back to the guests, what I did is still I apologies to him and ask
what will be his solution to the problem and since his solution is achievable, I did help him out- the
foundation lies in training. As to the result, that guest became our regular, he even apologizes to me
when he returned to the hotel as a frequent guest. Equipping staff with the skills to actively listen, de-
escalate situations, and think creatively allows to confidently address concerns. A clear guideline with
some flexibility is needed. Having established protocols for common issues ensures consistency, while
also allowing staff to personalize solutions based on specific needs. Another example in the restaurant
that I used to worked before – The Cheesecake Factory – Mall of Qatar. One of the protocols we had is to
replace the whole food if they found foreign object like hair and a floor manager will do their part to
apologize to the guests. To make the guest feel that we are sincere, we will make their replaced food on-
the-fly. Because of that protocol, our restaurant became the talk of the city about exceptional service.

Another thing is empowerment to the employee which I believe it goes beyond training.
Granting staff limited on-the-spot compensation authority, like offering complimentary drinks or room
upgrades within a defined budget, empowers them to take ownership and resolve issues swiftly. Of
course, a clear escalation process for situations beyond their control ensures guests receive proper
attention and avoids misunderstandings. Building staff confidence is another key. Recognizing and
rewarding successful recoveries publicly reinforces the importance of taking ownership and showcases
the positive impact of their actions. Even service mishaps can be learning opportunities. Analyzing
these situations with staff helps identify areas for improvement and refine recovery strategies,
preventing similar issues in the future. The benefits are clear; a faster resolution through empowered
staff minimizes guest frustration. Guests who feel heard and have their issues addressed efficiently
experience greater satisfaction. Empowered staff, who can solve problems and make a positive impact,
enjoy increased morale and job satisfaction. Ultimately, this translates to a stronger brand reputation.
Guests who experience positive resolution are more likely to return and recommend the establishment,
solidifying customer loyalty.

4. Examine the components of a strong hospitality culture and their importance in influencing the
entire experience of visitors. What role may rituals, conventions, and corporate principles play in
fostering an all-encompassing hospitality culture?

Answer:

The secret to a truly exceptional guest experience isn't just about spotless rooms and courteous
staff. It's about a deeper harmony, a well-rehearsed symphony of service we can call a strong hospitality
culture.

To explain further, let us delve into this metamorphically cited example. Imagine this culture as a
grand orchestra. The core values act as the sheet music, guiding every interaction with the guest. A core
value like "anticipate guest needs" translates to staff seamlessly resolving issues before they become
problems. Rituals and traditions, like a welcome drink upon arrival or personalized nightly turndown
service, become the signature melodies that weave throughout the stay. These familiar notes create a
sense of comfort and connection for the guest, reinforcing the positive associations with the
establishment. But the music wouldn't come alive without the talented musicians. Employee behavior
embodies the hospitality culture. Genuine smiles, helpfulness, and a willingness to go the extra mile are
like the instruments playing their parts. A concierge remembering a guest's coffee preference or a server
offering local recommendations showcases a dedication to personalized service, creating a memorable
harmony.
 Finally, we need a conductor to ensure all the elements come together flawlessly. Visible
management plays this role. Regular interactions with guests, appreciation for staff efforts, and leading
by example all demonstrate the importance of hospitality as a core value.

When these components work together, the guest experience becomes a symphony of positive
interactions. Guests feel valued from the moment they arrive, fostering a sense of connection and
exceeding expectations. The result? Not just positive reviews and recommendations, but genuine
loyalty. Imagine leaving a hotel feeling not just rested, but truly cared for – that's the power of a well-
orchestrated hospitality culture.