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How has the concept of hospitality and customer service changed over the years? Hire...

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robbiejung6 | eNotes Newbie

Posted May 12, 2013 at 7:41 PM via web

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How has the concept of hospitality and customer service changed over the years?

Hire Only Good Natured People, by EM Statler (Memo handout)

Meyer, Danny (2006).  The transforming power of hospitality in business:  setting the table.  HarperCollins, NY.

1.  After reading the memo “Hire Only Good Natured People,” respond to the following questions:

Who might have written this?

When do you think this memo was written? 

How has the concept of hospitality and customer service changed over the years?

 

 

2.  Using an on-line search engine, research EM Statler’s life and his contributions to the hospitality industry. 

Describe the similarities and differences between Statler’s and Danny Meyer’s management philosophies.

You are the General Manager of a hospitality or leisure service.  Write your own memo addressing the organization’s customer service needs and philosophy.

 

 

3.  Summarize:

Are Statler and Meyer being realistic in their expectations for employees?  It is truly possible to hire only good natured people?  Discuss some strategies managers might implement to foster a quality customer service attitude among employees. Use information from the entire semester of material.

1 Answer | Add Yours

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Kay Morse | College Teacher | (Level 1) Senior Educator

Posted May 13, 2013 at 9:27 PM (Answer #1)

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The concepts of hospitality and customer service may or may not have changed over the years but the practices certainly have changed. Customers and customer service representatives have taken up a sometimes combative relationship where in the representative feels privileged to argue rather than listen. Carrying on conversations amongst workers takes precedence to giving undivided attention to customers.

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