HFT 4240. Answer each question in 3 sentences or more

Learning Goal: I’m working on a hospitality discussion question and need a sample draft to help me learn.


Using the content from the chapter Waiting for Service, please discuss a time when YOU had a wait that actually felt faster then you know it really was. Why do you think it felt this way?

Do you have a “maximum time limit” to wait at a restaurant? Research shows that some individuals will wait as long as four hours for restaurant service. What is your maximum?


Dr. Ward considers the chapter Measuring and Managing Service Delivery as one of the most important due to its useful content. If we do not know “where we are” as a business operator, how on earth can we improve? We also need to know what the best organizations are doing (the “benchmark” organizations). In light of this chapter’s contents, how do you feel about the old saying “If it ain’t broke, don’t fix it” when thinking about the provision of guest service in an organization or business?


Briefly describe the author’s intentions in the article GUEST COMPLAINTS ARE JUST FEEDBACKDo you agree with the author? Why or why not?


In the article Four Myths Related to Guest Feedback, which myth is the ONE that you most likely BELIEVE even though it has been proven false by research? Why is this one so DIFFICULT for you to believe as a myth?

Many of you work in retail, tourism, guest service, or other hospitality type roles and we often become somewhat jaded based upon our personal experiences with guests/customers. Is this part of why you may feel this way?


What is your personal “takeaway” from the article Brand Executives Share Their Secrets? With whom do you agree the most within this article?As a future business leader, do you agree with these brand executives on their philosophies to the provision of guest service? Why or why not?


Regarding the articles on HAMPTON INNS being the first major hotel brand to guarantee 100% satisfaction, what are your personal feelings on this? Will you offer a 100% satisfaction in your future business when you become the owner or general manager? Why or why not? Do you agree with the franchisee or with the brand itself when you read these articles?

It seems that the brand has some pretty solid data, but that the franchisee still did not change his mind 100% (no pun intended!) even many years later.

What personal brands do you personally utilize where a 100% satisfaction guarantee is explicitly stated or strongly implied? Does that make you a more loyal customer? Do you recommend this product or service?

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