Chapter 12

When is the best time to find out about possible service failures?

• Before the guest ever arrives

• During the service

• After the service

• During the management meeting

We can use the following method(s) to check on service quality during/when service is happening:

• Service Standards

• Job Performance Standards

• Managerial Observation

• All options are correct

The organization’s expectations for how the service experience should be delivered every time to every guest is called:

• Level of service

• Job performance standards

• Rules and regulations

• Service Standards

Job performance standards are created by referring to service standards. True or False?

• True

• False

Job performance standards are clear and specific expectations for each major duty associated with the employee’s job. True or false?

• True

• False

To ensure the job performance standards you have created are effective, they must be clear and relevant to the service being delivered. True or False?

• True

• False

To ensure the job performance standards you have created are effective, they must convey to employees what they need to do and how they must perform to meet those standards True or False?

• True

• False

If managers want to evaluate the service performance of our establishment, managers can:

1. create effective job performance standards for their employees to follow.

2. ______

• 2. Compare actual job performance to the job performance standards.

• 2. Use job performance standards to make reward decisions.

• 2. Display the job performance standards .

• 2. Train employees to follow the job performance standards.

Using ______, six to ten guests are invited to gather with a facilitator for several hours to discuss perceived problems and make suggestions for the establishment.

• Mystery Shoppers

• Focus Groups

• Structured Guest Interview

• Employee Observation