Pearson New International Edition International pcl tp indd 1

PLANNING GUEST SERVICE PROCESSES
This chapter’s working definition of quality (i.e., the consistent delivery of products
and services according to expected standards) emphasizes service. Guests renting
hotel rooms desire an expected standard of service as well as physical access to a clean
and safe room as part of their lodging experience. More and more guests are willing
to pay the cost of renting rooms in properties that meet (or exceed) their service
expectations. As suggested in Roadmap 3, it is now time to consider the details of
how processes that address guest service expectations are designed and evaluated.
Objective 1
Explain that
effective management
of and emphasis on 
guest service is critical
to a hotel’s success.
Lodging as a Guest
Service Business
Objective 3
Describe a system to
design and evaluate 
service delivery
processes that
address guest service
expectations.
Objective 2
Provide an overview
of quality that includes
the role of managers,
suggest a model
to plan quality, and 
review quality 
components and their
impact on
competitiveness.
Objective 4
Discuss the role of 
empowerment, the
use of guest-friendly
processes, and
continuous quality
improvement in
meeting a hotel’s
quality goals.
Delivering Guest
Service through
Employees
Planning Guest
Service Processes
Developing a
Quality Culture
ROADMAP 3
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