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HRT 4760 Assignment 18
Operations Analysis Reflection – Learn by Doing
This is a reflection assignment based on a package of preceding assignments that comprise the Elements of Service. For this assignment, you will review and refer back to Assignments 01-15 and answer the following questions. Here are a few tips for successfully completing the assignment:
· This is an application assignment. It seeks to get you to think deeper about how what you have learned can actually be applied directly to your job in the hospitality or other service industry. Learn by doing.
· To prepare for this assignment: Refer to the text, review the Chapter Power Point Slides, your PowerPoint Assignment, and other of your preceding assignments for inspiration.
· Enter your name in the block provided above.
· This assignment, like everything that you do for this course, has a set deadline (both time and date). The deadline is listed in the syllabus. While you can turn in any assignment early or on time, you cannot turn in anything late. No credit will be given for assignments turned in late.
· Make this and all assignment submittals through Blackboard. Do not submit any assignment by email attachment, as it will not receive credit.
· If you are unsure how to submit an assignment correctly using Blackboard, refer to and follow the directions provided in the syllabus.
· Begin your answer immediately after each question. Don’t worry about skipping lines or other formatting.
· Answer each question completely. Don’t worry about the length of your answer as long as you answer completely. Use correct sentence structure (complete sentences) and not word blurbs (bullets).
1. Timeliness. Refer back to your written definition. Write another definition as to how this element could have been defined in this (or another) particular service organization.
2. Timeliness. Knowing now what you have learned about the importance of timeliness, reflect as to how you could you apply this knowledge to either a job where you worked in the past, where you work now, or in a future job. How will you (or would you) use your knowledge of this element in managing more effective customer service?
3. Incremental Flow. Refer back to your written definition. Write another definition as to how this element could have been defined in this (or another) particular service organization.
4. Incremental Flow. As you learned, incremental flow has an element of timeliness, but is more specific as it relates to how others may be depending on another area to complete a job before they can do theirs. How will you (or would you) use your knowledge of this element in managing more effective customer service?
5. Anticipation. Refer back to your written definition. Write another definition as to how this element could have been defined in this (or another) particular service organization.
6. Anticipation. Professional service providers know what their customers are probably going to want – ketchup for their French Fries or extra napkins at a BBQ joint – and provide it before being asked. How will you (or would you) use your knowledge of this element in managing more effective customer service?
7. Communication. Refer back to your written definition. Write another definition as to how this element could have been defined in this (or another) particular service organization.
8. Communication. The military suggests telling people what you are going to tell them, tell them, and then tell them what you told them. One well-known author writes about the importance of seeking first to understand and then to be understood. Both of these concepts work quite well in our hospitality industry. How will you (or would you) use your knowledge of this element in managing more effective customer service?
9. Customer Feedback. Refer back to your written definition. Write another definition as to how this element could have been defined in this (or another) particular service organization.
10. Customer Feedback. Especially when something has not gone well, it is human nature not to want to hear any more about it from the customer. However, effective customer feedback allows the customer a chance to share their experience (good or not so good) and gives professional service providers a chance to take action based on what they are receiving as feedback. How will you (or would you) use your knowledge of this element in managing more effective customer service?
11. Accommodation. Refer back to your written definition. Write another definition as to how this element could have been defined in this (or another) particular service organization.
12. Accommodation. You might want your steak rare while another person at your table may want it butterflied and well done. Regardless of preference, each of you deserves to be accommodated. How will you (or would you) use your knowledge of this element in managing more effective customer service?
13. Supervision and Organization. Refer back to your written definition. Write another definition as to how this element could have been defined in this (or another) particular service organization.
14. Supervision and Organization. This is indeed a key element. Perhaps more than any other complaint I hear from students about their work experience is that their bosses do not ensure smooth-running service systems so that they can get their work done in taking care of the customer. How will you (or would you) use your knowledge of this element in managing more effective customer service?
15. Body Language. Refer back to your written definition. Write another definition as to how this element could have been defined in this (or another) particular service organization.
16. Body Language. Most of us can recall when we were young that mothers did not have to say a word in order to make a point – good or bad. Body language is one of the elements that professional service providers can utilize for delivering positive or negative news to customers and employees. How will you (or would you) use your knowledge of this element in managing more effective customer service?
17. Attitude – Tone of Voice. Refer back to your written definition. Write another definition as to how this element could have been defined in this (or another) particular service organization.
18. Attitude – Tone of Voice. Appropriate tone is so important in verbal communication. How will you (or would you) use your knowledge of this element in managing more effective customer service?
19. Tact. Refer back to your written definition. Write another definition as to how this element could have been defined in this (or another) particular service organization.
20. Tact. Not only knowing the right thing to say, but also when to say it. How will you (or would you) use your knowledge of this element in managing more effective customer service?
21. Attentiveness. Refer back to your written definition. Write another definition as to how this element could have been defined in this (or another) particular service organization.
22. Attentiveness. When inside a service establishment, we want our servers to be attentive and efficient without being a nuisance. We hardly experience the latter because typically when things are not going well when under way with operations, service providers skim on details and timing. How will you (or would you) use your knowledge of this element in managing more effective customer service?
23. Naming Names. Refer back to your written definition. Write another definition as to how this element could have been defined in this (or another) particular service organization.
24. Naming Names. This is currently overused in small shops around Southern California. When used appropriately, naming names is essential. How will you (or would you) use your knowledge of this element in managing more effective customer service?
25. Guidance. Refer back to your written definition. Write another definition as to how this element could have been defined in this (or another) particular service organization.
26. Guidance. We’ve almost all heard the story about the customer who asked about the soup of the day and the answer was, “I don’t know. It changes every day.” Good grief! How will you (or would you) use your knowledge of this element in managing more effective customer service?
27. Selling Skills. Refer back to your written definition. Write another definition as to how this element could have been defined in this (or another) particular service organization.
28. Selling Skills. Before this course, you might not have thought of a guest service agent in a resort as a salesperson as a consultative sales person. However, when done effectively, the GSA can help both the property and the guest. How will you (or would you) use your knowledge of this element in managing more effective customer service?
29. Gracious Problem Solving. Refer back to your written definition. Write another definition as to how this element could have been defined in this (or another) particular service organization.
30. Gracious Problem Solving. Stuff happens. Maybe that’s not quite what the bumper sticker says. But, things do go wrong in our industry. When they do, it is up to us to make things right. How will you (or would you) use your knowledge of this element in managing more effective customer service?
I hope that you enjoyed this course and learned some tactical service strategies that will help make you an even more effective hospitality professional. This distance format is a bit unusual in that it does not give us a chance to interact face-to-face. The major benefit, of course, is that it allows you to fit in your schoolwork at a time that works for you. In any case, my best wishes as you finish-up here at Cal Poly Pomona and go on to make a positive difference in our great hospitality industry.
-Dr. Ed Merritt
Professor
The Collins College
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