Service Characteristics of Hospitality and Tourism Marketing

In every restaurant’s serving process, there is always room to improve efficiency and service quality for customers. We have created a process flow chart, a check sheet, and a service blue print for Olive Garden’s customer service. These tools help us identify problems and indicate possible improvements to better serve customers. Below are our proposals for improvements in four identified areas.

The most obvious being that the server must be friendly. Mirabelli explains how the servers must be able to do this on the unconscious level. Also Mirabelli states, knowing what the customer wants is an example of a good waiter or waitress. Emotional labor is also a huge part of being a waiter/waitress, being able to connect with the customer is a must in this line of work. Emotional labor is defined as, “Requiring one to induce or suppress feeling in order to sustain the outward countenance that produces the proper state of mind in others” (Mirabelli 204). This means that waiters and waitresses have to be able to hide bad emotions and always have a friendly face in order to keep customers happy.

For the wedding service and experience service, clients can choose to use the house or restaurant we provide for them or just use their own house which can save some money. But of course, if our clients want to add more elements, we are always willing to serve them at any time.

Customer service will take on a whole new meaning and will be thought of as the ‘guest experience.’ Staff will be referred to as team members (TM) and will be not only be trained in teamwork, menu, spirts/cocktails and concept, but in how to connect with their guests to provide, the guest experience, not just a meal.  Subtleties like TM knowing how to converse with guests and connect by asking how their day was…and listening for the answer, or complimenting guests on something they are wearing to interacting with their children. TM will make sure to answer guest questions properly and not say things like, “I don’t know if that’s good or not, because I don’t eat meat, but a lot of people order it.” to something appropriate, such as, “The filet is one of our most popular items and is amazing, however one of my favorites is the spicy tuna on potato

Walking up to the restaurant, you are greeted by two hosts that hold open the door for you. It is a highly welcoming aspect. The host at the podium is always remarkably generous to the guests and gets you checked in for your reservation right away. Although you may not be seated right away as a result of how packed they usually are, the dramatic yet intimate atmosphere is certainly pleasing on the eyes to glance around at. When guests are seated, they are greeted by their server, almost immediately, handing over an exquisite wine list, and asking for the drink order. The servers are extremely knowledgeable about every detail on the drink and food menu, which helps carry out the ordering process much easier. The servers are all extremely friendly, and they work hard to satisfy their guests while they are dining with them. Always with a smile on their face, the servers all have an admirable attitude. It is an exceptional quality that the servers work as a team being that whenever a table’s food is ready, an available server brings the food to the table so that it is as fresh as possible. The server will check on you multiple times to see how everything is, and to ask if you need anything. Not only that, but a floor manager will come around to check on all of the guests. If someone is dissatisfied, the manager helps assist the customer until they are pleased with their

For my luxury brand marketing analysis I choosed the Four Season Hotels chain, as on my mind it is one of the most successful and well-known hotel chain, providing 5 star service all around the world.

I worked as a cook. That meant that if there was a problem with the food, I had to deal with it. The issues weren’t complicated. It was usually something like a dry piece of tri-tip, or onions on a salad when they hadn’t wanted any. Whatever it was, I had to listen patiently and mentally take notes so that I would not repeat any mistake again. Oddly enough, customers were not interested in carefully crafting their complaints in such a way as to spare my feelings. They were in a rush to get back to work, or they were dealing with their screaming kids, or they had calculated the cost of their meal down to the cent out of necessity and could not afford a mistake. And they had a right to have their meal served the way they ordered it. If a mistake was made, we fixed it as quickly as possible and didn’t talk back. Even if I believed the customer had misunderstood some aspect of their order and was actually the one at fault, I was instructed to give the person the benefit of the doubt. Their feelings mattered more

Mani, N. K., & Srivalli, P. (2014). A study on factors influencing Service Quality in Restaurants'. Annamalai International Journal Of Business Studies & Research, 6(1), 1-9.

Service is important in the food and beverage industries, that customer always have a high expectation and needs while dining in the restaurant. To find out how well the service provided, quality is a main element to every service. According to Haksever et al (2000), “Quality is ‘the totality of features and characteristics of a product or service that bears on its ability to satisfy given needs’”. Therefore, service quality is one of the main point in every restaurants to allow them improve and upgrade their level of image and reputation. In this report, Bella Italia was chosen to have an overview of its service quality. It will be find out how well the service practice was made and which part of service can be improve within the restaurant by using the service quality analysis, service recovery, customer feedback mechanism and benchmarking.

1).The relationship between Hospitality and Tourism: Tourism and hospitality go hand in hand, the hospitality industry offer services like accommodation, transportation, food and beverage, recreation and leisure. Tourism is the activity by the tourists where they engage in travelling to destinations where they want to experience recreational and leisure activities and most of the time avails of accommodation, food and beverage. The hospitality industry is the supplier of the services for tourism. The meaning of hospitality is providing a safe and enjoyable environment for patrons. It also means responsibly serving liquor, to ensure that patrons do not become unduly intoxicated and subsequently a problem for management, staff and the

Hospitality Management is a difficult and competitive market, and any lack in customer service can result in defecting customers or the termination of a relationship between a customer and a service provider. In this paper we will look at Hilton a company that has continually ranked amongst the top ranking hotels and continues to improve. Hilton’s customer service ranks as one of the top hospitality providers in the United States. We will look at the history of how Hilton came to be the name brand it is today and some of their process the used to narrow the customer service gaps such as Hilton Honors, the Hiltons Reservation Customer Care, and RESMAX. We will look at how they look at how Hilton manages the customer expectations through the use of employee training and their decreased the customer service gap through employee retention. We will also look as how Hilton co-partnered with Citibank in order to offer its Hilton Honors member additional benefits in order to keep in line with the customer service that the customers have come to expect.

The restaurant also offers great service and has a variety of different kinds of food, which you can decide on. The guests are

Customer service is very important element in hospitality industry. A good restaurant or a good hotel always have an excellent service first. Hotels and restaurants put added value in their products and service make guest love it. Some hotels give guest drink when they arrived or prepare small birthday gifts to their loyalty guests. But sometimes hotels spend lots of money to added value of customers’ experience but customers still don’t like their service. So, what’s happening? Hotels gave service and improved service are not customers needed or most needed. That’s the gap between you and your customer. “You know your hotel inside out, but do you ever see it through your guests' eyes? In many cases, there is a disconnect between what hoteliers think

The report focused particularly on the following hotel chain Hilton Worldwide. Hilton legacy began in 1925, it was founded by Conrad N. Hilton. The first hotel was built in Texas and had 40 rooms; today Hilton is one of the most respected brands in the world. The company owns, manages or franchises a hotel group of some of the most famous and highly regarded hospitality brands worldwide, including Hilton, Conrad Hotels & Resorts, Double Tree by Hilton, Embassy Suites Hotels, Hampton, Hilton Grant Vacations, Homewood Suites by Hilton and the Waldorf Astoria Hotels & Resorts. With 4000 hotels and 650,000 rooms in 90 countries Hilton Worldwide is one of the world’s leading hotel. (Hilton Worldwide, 2013)

Qns: Discuss the 4 major characteristics of services and the marketing strategies available for the service organization.