Catabay, Melanie S.

BSHTM TTM2 Synthesis and Reaction According to Sullivans theory of personality that emphasized the importance of interpersonal relations, he insisted that personality is shaped almost entirely by the relationships we have with other people. Sullivans principal contribution to personality theory was his conception of developmental stages. As a result, in the industry, how you approach other people will be one of the greatest factors in offering quality of service to the guests. The hospitality industry consists of broad category of fields within the service industry that includes lodging, restaurants, event planning, theme parks, transportation, cruise line, and additional fields within the tourism industry. In the video presented on us shows the different types of approaches rendered by hotels in providing their services, and how different lodging accommodations treat their guests. There were three different hotels shown in the movie. The first hotel which is the Sofitel Hotel has a very good service, in which they are able to greet their guests upon their arrival, in which the valet is the first person to greet the guest. The second lodging accommodation is the Cosmopolitan Hotel Inn, they have the same service that the first hotel had shown, but the only difference is on how they provide the quality service that the Sofitel have. It shows that in the Hospitality Industry, there are also differences on how people serve their guests, and on how they communicate with them. It is also shown that the greater the accommodation you acquired, the greater the quality of service you can/would experience. On the second movie, there a representation of Unique Service Opportunities (USO), the hotel shows different situations that usually happen in the hotel industry/hospitality industry. Every problems has their solutions, like in the situations shown, in our industry, we deal with different people with different personalities, that is why we should know how to treat them in a nice way. Always bring with you your smile, in order to make the first good impression to the guest. Courtesy is the hallmark of a good member of the Hospitality Industry, not only towards guest but also to wards his colleagues and other people working in the same unit. It should be inherent in his nature and a sign of his desire to please those with whom he comes into contact. His manner should not be just a part of the technique to accommodate people, but rather aims to deliver the highest form of quality service to the people. The advantages and necessity of being courteous should be emphasized as it only smoothens operations but also ensures better ties. In dealing with a guest, dont hesitate to know if the service of the hotel is good, and if everything is alright upon the guest stay in the hotel. Approach your guest in a very good manner, and ask him/her if she needs any help although you are doing something because it would certainly exceed to your guests expectation which is a very good impression for the hotel. Even if you are not the person assigned for that certain section, you should also know how to deal with the guests, and if the guests had any problem, although not in your department/section of work, tell the assigned person about the problem for him to be

informed, and also not to disappoint the guest. Furthermore, just like in the medical team, the guests are the benefactors of all services rendered by the hotel. He should receive everything in accordance to transcultural quality of service. The quality assurance of a certain hotel should also be well implemented, and that every department has a presumed objectives and goal in order to deliver the highest form of hospitality-based service. An analysis of 168 critical incidents of service success or failure for seventeen hotels in Hong Kong found that the most common critical incident involved a hotel employee responding to a guest request. That stands in contrast to an earlier study conducted in Western hotels that identified service recovery as the most common critical incident. The analysis is based on interviews with fifty-six front-desk employees in a diverse group of Hong Kong hotels. When it came to service recovery, hotels in Hong Kong were inclined to apply compensatory responses, while earlier studies found that Western hotels favored corrective responses, even when customers preferred compensation. The comparison of Western studies with those of Hong Kong highlights cultural differences with regard to service. One particular difference was employees assessment of the source of customer dissatisfaction. Whereas respondents in Western studies seemed to cite external causes, the delivery system, or the customers themselves for customer dissatisfaction, the respondents in the Hong Kong study uniformly blamed themselves. (Eliza Ching Yick Tse: Service Quality in the Hotel Industry: When Cultural Contexts Matter 2012) With the said literature search, the delivery system is the greatest factor in attaining satisfaction from the guest. The study emphasized that a hotel should render services in a transcultural way. In the principle of reciprocity, every consumer must attain the benefits of the service in a full disclosure. He should also be informed of what to expect and what not to expect. Moreover, compensation issues can be prevented if proper acquisition of services is done. However, in a gender and culturally sensitive issues, the members of the hospitality industry must accommodate their guest basing on the concept of equality and quality assurance. Customers today expect a very high overall level of service in hospitality, tourism, and leisure. Competition in these fields will thus be driven by strategies focusing on quality of service to add value, as opposed to product or price differentiation. Service Quality Management in Hospitality, Tourism, and Leisure highlights concepts and strategies that will improve the delivery of hospitality services, and provides clear and simple explanations of theoretical concepts as well as their practical.

Accommodating a guest suggests a personnel to be calmer, therapeutic, has a good communication skills and a pleasing and accommodating personality. Upon experiencing problems with a hot tempered guest, always wear your smile and apologize to him/ her in a polite way. In the process of service, personnel should always assess and anticipate the needs of the clients. And ask if what you can do for him/her to help with his problem. Assure him that you would take care of the problem. Another thing is that if guest suddenly forgot a requirement in the hotel; tell them very nicely that it would be very helpful if they can provide

the things that the hotel requires, for example, a requirement for a reservation. In our industry, we should provide our customers unique service opportunities for us to make their expectations exceed. And, we should treat every guest as special, and treat them equally. It takes a lot of feasibility studies to smoothly build a hotel. Managerial task, staffing, delegation of task, implementation of services, modifications of the delivery system should always be in accordance to the hotels vision. Bottom line, a perfectly crooked or simple smile is the best way to attract positivism in the industry. You cant give a quality service in the context of competency if you are also in doubt of the services you are rendering. It takes a special heart and special individualized approach to treat somebody. The quality of service in hotel industry is an important factor of successful business. The existing trend of complete quality management in hotel industry ensures the achievement of competitive advantage of hotel companies and is therefore the subject of contemporary research into service quality in hotel industry. The concept and the conceptual model of service quality are indispensable if we wish to understand the genesis of service quality and potential gaps in quality. The aim of this paper is to show the importance of service quality in hotel industry from both the conceptual standpoint and that of service quality measurement. Make the guest feel that you are fearlessly and competently offering him the services he deserves. Make him feel that he is the boss and it is the best day of his life..