Describe leadership and management practices that can enhance an employee’s service
QAWK9 – PLEASE ANSWER EACH BULLET WITH 1-2 PARAGRAPHS
Describe leadership and management practices that can enhance an employee’s service when the employee is fixing a service failure. Provide an example with your answer.
Most service failures can be fixed. Identify a service failure in any type of hospitality organization that may not be able to be fixed. Determine what the organization would do in this situation.
Identify three methods, techniques, tools, or strategies managers can use to recover from a service failure.
Recall an experience when you were either satisfied or dissatisfied with how an organization handled your complaint due to a service failure. Describe how you would have liked the situation resolved and how it differs from what actually happened at the time.