Task:
Explain what the metaphor ‘Theatre of Hospitality’ means.
• Compare the ‘theatre’ in hospitality to an on-stage-play or movie where there are different roles for different people but they all come together for one purpose – that is to provide one comprehensive experience for the audience (in this case the guest).
• Explain the 4 components of this ‘theatre’ – The Genre, Characters, Stagecraft, Terminology (of acting – words used in the context of hotels – the ‘script’ used or the way of speaking with the guests).
• Give examples of each of the 4-components and relate them to a hotel. Discuss hospitality workers as being the ‘actors’ and make the link between a theatre and a hotel clear.
• What are the different components of your venue and how do they relate to staged performances?
• Link the ‘theatre of hospitality’ to the experience economy. Discuss how a complete ‘experience’ is obtained by the guest. Service Quality is essential in any guest-facing industry, arguably none more important that the hospitality industry.
Explain what Service Quality is, what it involves and its importance in particular to the luxury accommodation sector.
• Explain what Service Quality is. Why is service quality important in the hospitality industry in particular to the luxury hotel sector?
• How does a luxury hotel business provide good service quality?Give some examples of good and poor service quality.
• What is the effect of both good and poor service quality?
• Link Service Quality to the overall ‘experience’ and ‘satisfaction’ of the guest.
• Discuss the impact and importance of service recovery on service quality.
• Discuss both the ‘perception gaps’ of the SERVQUAL model and the ‘five dimensions of Service Quality’ (Lecture 3) and their importance to luxury hotel operators.