http://www.loc.gov/mods/v3 http://www.loc.gov/standards/mods/v3/mods-3-2.xsd
Quality service starts with a reservation
Service quality has been a hospitality issue for many years and will continue to be a competitive advantage going forward. The service industry, in general, and the hospitality industry, in particular, continue to grow and are an increasingly important part of our economy. Service has become a differentiating factor in lodging and restaurant selection by guests. Service experiences are at the forefront of modern business competition (Klaus and Maklan, 2012) particularly given the increasingly strong ties to customer satisfaction and sustained firm profitability (Grewal et al. 2009).Many see the hospitality industry from a guest perspective whereas others see businesses that appear straight forward. For example, a guest comes in, orders, and the service provider meets their needs. Good service requires good listening skills, cognitive and memorization skills, psychomotor skills i.e., body language, as well a little showmanship and personal style (O'Halloran & Deale, 2001). The issue is that each hospitality business has its own service brand; both personal service from employees and structured professional service offered by each business or company, in a more regimented environment.
Originally Published In Ribustello, I. & O'Halloran, R. M. (2020). Quality Service Starts with a Reservation: Setting and applying standards. Journal of Hospitality & Tourism Cases, 8(4), 34-41.
Includes bibliographical references and index.