The Crystal Beach Resort has a five-star rating and wants to keep it that way. The resort has specific standards for service and has trained its employees to deliver service according to these standards, but even one unhappy customer could endanger the resort's reputation. What can the manager do to ensure that frontline employees offer consistent, excellent service to every visitor?
What will be an ideal response?
A hotel can reduce the delivery gap by following three methods.
1. Empower employees-allow employees to individualize service as needed to meet customer needs.
2. Use technology-provide instrumental support in the form of systems and equipment needed to deliver high-quality service.
3. Provide support and incentives consistently throughout the organization, and provide rewards to employees for excellent service.
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