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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.
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