defined as a basic set of understandings that are shared by members of an organization that influence decision-making and are shared and passed on to new members of the organization.

separates activities that are visible to the customer from those the customer cannot see.

action of teaching a person or animal a particular skill or type of behavior

Who made the 5 training principles?

involves after-the-fact analysis of the errors and failures that have contributed to poor quality and improving the delivery process to reduce or eliminate future errors based on that analysis.

representing all the things that must happen inside the organization to produce the service experience.

are one of the most important tools that hospitality managers have to ensure that the service expectations of guests are at least being met.

with respect to the hospitality industry means making sure that the system is delivering the service in the most effective way. Errors as the product or service is being delivered, whether due to inadequate planning or faulty execution, are prevented or minimized through

defined as "an absolute or relative demand: current or in future; for skilled; qualified and experienced people to fill particular roles / professions, occupations or specialisations in the labour market

as noted by Horst Schulze, even if you have all the characteristics and features of a high -quality hotel, its service delivery system can still fail from time to tim

computer-based online community environment that is designed and shared by individuals so that they can interact in a custom-built, simulated world.

an imitation of the real thing. It may be doodled on a piece of paper with a pencil, or it may be done on a computer

refers to the process of building Learning into the job, making learning mandatory for everyone, and institutionalizing that expectation.

the accomplishment of a goal through the direction of human assistants. The man who successfully marshals his human collaborators to achieve particular ends is a leader

ability of the organization and its employees to deliver service consistently, reliably, and accurately

separates those things the customer does in the service experience from those that the service employee does.

willingness of the organization’s employees to provide prompt service and help customers

process of finding and hiring the best and most qualified candidate for a job opening

anyone within an organization who at any time is dependent on anyone else within the organization

Who published the Juran Trilogy in 1986 the three (3) Management

provide public notice that an organization has met standards of quality established by the accrediting group

process of selecting a qualified person who can successfully do a job and deliver valuable contributions to the organization.

variant (and, typically, more elaborate version) of a blueprint that can be generally applied to a variety of service situations. It begins, appropriately, with the guest making a reservation.

employee’s knowledge, courtesy, and ability to convey trust

It provides a way to concentrate on the problem areas to avoid or recover from faulty service outcomes.

always finds out how well people have performed on the job, figuring that if they've performed well in the past, they'll probably perform well in the future. His rule of thumb is to interview twenty-five people to find the one he wants to hire

involves identifying customers, determining their needs, creating a product or service to meet those needs, and then developing a system to deliver the product or service.

the employee’s willingness to provide caring and individualized attention to each customer

description of qualifications written by a prospective candidate to describe their knowledge, skills and abilities as they relate to an open role. It helps employers quickly screen the candidates that are most suitable for each job.

The culture creates the environment in the organization and influences the nature of the long-term plans that move the organization toward its vision

practice of marketing additional products to existing customers, often practiced in the financial services industry.