Service Basics HMGT 1110 Catering and Service Management презентация

Июль 26, 2021

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Service Basics HMGT 1110 Catering and Service Management

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2. Service Basics - Topics Service discussion Moments of Truth & Cycle of Service Service slideshows
3. So many places for F&B! Think about your audits
4. You all rated the same things though… - Major Evaluative Areas -
5. / Evaluating Service
6. Service Discussion Groups of 3-4 Share your service audit experience, ratings & rationale (10) Compare experiences
11. Which term is better? Why?
12. Guest Service: What are these terms and how do they relate to each other? What is
13. Understanding our Guest Experience… Accolades experience from the guest perspective Moments of Truth & Cycle of
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Service Basics - Topics
Service discussion
Moments of Truth & Cycle of

Service
Service slideshows

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So many places for F&B! Think about your audits

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You all rated the same things though… - Major Evaluative Areas -

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/
Evaluating Service

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Service Discussion
Groups of 3-4
Share your service audit experience, ratings & rationale

(10)
Compare experiences to build a list of what is important to providing “good” service (5)
Discuss how you can impact that list as a server (5)
Share with class (10+)

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Which term is better? Why?

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Guest Service: What are these terms and how do they relate

to each other?

What is a Moment of Truth?
Read a short article about MOT

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Understanding our Guest Experience…
Accolades experience from the guest perspective
Moments of Truth

& Cycle of Service
Some unexpected additions?
This helps to ‘engineer’ the guest experience and train staff