Pbl Logbook
Problem Based Learning
Logbook
Sjoerd Jobse
121345
1HM08
Lecturer: Ms Verdellen
Theme:
Supply
Date:
18-10-2012
Table of Content
Cover page page 1
Table of Content page 2
Session 1 page 3
Session 2 page 4
Session 3 page 5
Session 4 page 6
Session 5 page 7
Session 6 page 8
Session 1
A world class hospitality experience: Four Seasons Aviara
Learning needs * What is hospitality? * How to describe the perfect employee? * How can a hotel meet/exceed guest expectations ?
What is hospitality?
In J. W. Marriott words the ‘Marriott Way’ of hospitality is ‘about serving the associates, the costumer, and the community’. Hospitality comes from the heart of people and is driven by passion.
Source: Walker, J. R., 2010. Introduction to Hospitality Management. Third Edition. New Jersey: Pearson Education, Inc.
How to describe the perfect employee?
The perfect employee has to be able to recognize a few guest-related situation in which it is important the act. A good employee has to win the guest by showing them sympathy and putting themselves in the shoes of the guest. Overall the employee has to be friendly and provide the best service possible.
Source: Walker, J. R., 2010. Introduction to Hospitality Management. Third Edition. New Jersey: Pearson Education, Inc.
How can a hotel meet/exceed guest expectations?
Guest arrive at a hotel with expectations about how good the facilities and the service of the hotel are. Guests usually obtain these expectations through previous experiences and the advertisement of the hotel. The first step of meeting the expectations is through making sure that the brand image is lived up to. The most effective way to exceed peoples expectation is trying to learn what they like and expect and then trying to offer an even better experience.
Source: Michael J. O'Fallon & Denney G. Rutherford, 2010. Hotel
Logbook
Sjoerd Jobse
121345
1HM08
Lecturer: Ms Verdellen
Theme:
Supply
Date:
18-10-2012
Table of Content
Cover page page 1
Table of Content page 2
Session 1 page 3
Session 2 page 4
Session 3 page 5
Session 4 page 6
Session 5 page 7
Session 6 page 8
Session 1
A world class hospitality experience: Four Seasons Aviara
Learning needs * What is hospitality? * How to describe the perfect employee? * How can a hotel meet/exceed guest expectations ?
What is hospitality?
In J. W. Marriott words the ‘Marriott Way’ of hospitality is ‘about serving the associates, the costumer, and the community’. Hospitality comes from the heart of people and is driven by passion.
Source: Walker, J. R., 2010. Introduction to Hospitality Management. Third Edition. New Jersey: Pearson Education, Inc.
How to describe the perfect employee?
The perfect employee has to be able to recognize a few guest-related situation in which it is important the act. A good employee has to win the guest by showing them sympathy and putting themselves in the shoes of the guest. Overall the employee has to be friendly and provide the best service possible.
Source: Walker, J. R., 2010. Introduction to Hospitality Management. Third Edition. New Jersey: Pearson Education, Inc.
How can a hotel meet/exceed guest expectations?
Guest arrive at a hotel with expectations about how good the facilities and the service of the hotel are. Guests usually obtain these expectations through previous experiences and the advertisement of the hotel. The first step of meeting the expectations is through making sure that the brand image is lived up to. The most effective way to exceed peoples expectation is trying to learn what they like and expect and then trying to offer an even better experience.
Source: Michael J. O'Fallon & Denney G. Rutherford, 2010. Hotel