James Carl S.

Camungao

BSHM 2D

1. Dustin, a front desk cashier, is awarded as the Employee of the Month for July in STI Hotel
Bangkok because of his excellent and customer centered service. He delivered zero error on
guest billings each shift he is in. Which aspect of service quality is evident in the scenario? Why?

Being trustworthy or continuously performing well is what reliability is. Due to his excellent job
performance, Dustin has proven to be a dependable employee for the business. Each shift he works, he
ensures sure there are no billing issues for the guests.

2. During slack periods, Chantilly Cove Hotel’s Reservation Manager Leah would rally her team to
upsell room and group packages. It has been a struggle for most hotels in their area to keep up
with occupancy levels in offsetting low- generating weekdays to not so performing weekends.
Which characteristic of hotel operations is evident in the scenario? Why? Explain your answer
briefly
Leah wants their hotel to have a balance in its upselling from underperforming
weekends to low-generating weekdays. Because it only occurs when tourists are
infrequently visiting their location, this phenomenon is known as seasonality.

3. John is a project developer of small commercial hotels who scouts for sites where there are high
volume of pedestrian and vehicle traffic. He considers the movement of people passing by the area as
one of the criteria in determining whether a new project is feasible or not. Which characteristic of
hotel operations is describe? Why?

John is unsure of whether he would create a new business, thus this hotel operation is
dependent on the location. He is unsure if that site can reach his company's intended
customer or objective.

4. Grace works in 129 Resort Hotel as an architect under the corporate planning and development
division. She is mainly consulted as to which equipment, furniture and fixtures are most appropriate to
use and where this should be placed considering its shapes and sizes. Which aspect of service quality is
described in the scenario? Why? Explain briefly

Because she is the architect and works for the hotel's corporate planning and development
division, Grace is in charge of arranging and beautifying the design, layout, and theme of the
hotel and each room.

5. STI Hotels Malaysia is awarded as the #1 Hotel in 2018 in terms of service quality. This distinction is
evident as all of its employee epitomize courtesy and confidentiality in their dealings with guest and the
management, This In turn, justifies a good return rate of guest for the hotel, which gives a 90-95%
occupancy level across that year. Which aspects of service quality is described in the scenario? Why?

This level of service quality is a guarantee since STI Hotel Malaysia guarantees that they can give
their customers high-quality service. As a result, they received the 2018 title of #1 Hotel.