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    Genemar G. Mortera

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    Ram G. Mortera
    The document discusses factors important for customer satisfaction and organizational success, including meeting customer expectations, strategic planning, and creating a positive customer experience. It also discusses developing a hospitality culture and the benefits of working abroad, such as gaining cross-cultural communication skills and forming international relationships.

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    Genemar G. Mortera

    Uploaded by

    Ram G. Mortera
    30 views4 pages
    The document discusses factors important for customer satisfaction and organizational success, including meeting customer expectations, strategic planning, and creating a positive customer experience. It also discusses developing a hospitality culture and the benefits of working abroad, such as gaining cross-cultural communication skills and forming international relationships.

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    The document discusses factors important for customer satisfaction and organizational success, including meeting customer expectations, strategic planning, and creating a positive customer experience. It also discusses developing a hospitality culture and the benefits of working abroad, such as gaining cross-cultural communication skills and forming international relationships.

    Copyright:

    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
    Download as docx, pdf, or txt
    30 views4 pages

    Genemar G. Mortera

    Uploaded by

    Ram G. Mortera
    The document discusses factors important for customer satisfaction and organizational success, including meeting customer expectations, strategic planning, and creating a positive customer experience. It also discusses developing a hospitality culture and the benefits of working abroad, such as gaining cross-cultural communication skills and forming international relationships.

    Copyright:

    © All Rights Reserved
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    Download as docx, pdf, or txt
    of 4

    Genemar G.

    Mortera

    CHAPTER 1 – The Basic Wow!

    Customer satisfaction and service quality are the two most important factors that draw
    attention of the people to any marketing, provider, or other concept (Spreng and
    Mackoy, 2006) It is key performance areas for any organization survival and growth. An
    organization should exceed its customers' expectations in order to maximize customer
    satisfaction as well as the credibility of its goods and services in their eyes. The service
    provision must have specific goals in mind, such as interacting with customers and
    satisfying their needs. Failing to address these norms will result in the loss of clients
    who are willing for promising businesses. Because satisfaction is a concrete reason for
    providing services, it must be the most important attribute of the company. In fact, if
    there was no need for satisfaction, no business would provide the services. The
    organizational success in ensuring loyal customers cannot be overstated. This loyalty
    may result in more customers and revenue than previous achievements. Kattara, H.,
    Dina W., Osman A., (2008)

    CHAPTER 2-Meeting Guest Expectation Through Planning

    The strategic planning process is the means of achieving the goals. The process
    consists of two basic steps: external and internal assessment, and determining what to
    do based on that assessment. The generation of strategic premises about the future
    environment is based on an external assessment of environmental opportunities and
    threats. Internal assessments of the organization's strengths and weaknesses result in
    the redefinition or reaffirmation of core competencies. Only by considering the elements
    of the general environment, such as the economic, social, political, and legislative
    environments, as well as pressure groups, will a company be able to adopt the specific
    course of action that will ensure its performance and competitive advantage over
    current and potential competitors. K Leonard (2019).

    CHAPTER 3- Setting the Scene for the Guests Experience

    One of the most important factors influencing positive customer behavior such as loyalty
    and personal recommendation is customer experience. Customer satisfaction can
    provide hotels with significant competitive advantages in the hospitality industry, leading
    to increased profitability and growth. As a result, hotel managers should have a clear
    understanding of the factors that contribute to posh. Consumer satisfaction can be used
    to gauge service quality. According to the researchers, high quality satisfies guests, and
    satisfaction can lead to increased loyalty.

    Chapter 4- Developing the Hospitality Culture

    I had the opportunity to work with Great Wolf Lodge Charlotte Concord, USA. I was
    tasked to do Front Office; Bell Man; PXB; Lost and Found and Birthday Coordinator. All
    elements of guest reservations. Skilled using Opera System. Working with people from
    different backgrounds exposes you to a variety of working styles, forcing you to improve
    your communication skills and confidence as your career progresses. Teams in
    multinational corporations, for example, are typically made up of professionals from all
    over the world, allowing you to hone your cross-cultural communication skills.
    International companies seek employees who can think globally. Going abroad will
    allow you to see the world through the eyes of people from different cultures. You'll be
    able to perform and market professional services in a completely different way. People
    who have traveled to different countries are seen by hiring managers as open-minded
    and capable of thinking outside the box.

    The world is becoming increasingly interconnected, and many of us are aware of this on
    a daily basis thanks to social media. Working abroad allows you to form international
    relationships with people in your field, so that even if you return to your home country,
    you can continue to nurture these relationships from afar as you all progress up the
    career ladder.

    REFERENCES:

    Customer Satisfaction And Service Quality Essay


    Available at: https://www.bartleby.com/essay/Customer-Satisfaction-And-Service-
    Quality-P3VMTFXZLJXW

    Kattara, H., Dina W., Osman A., “The Impact Of Employee Behaviour On Customers’
    Service Quality Perceptions And Overall Satisfaction”, Tourism and Hospitality
    Research, 8/4, 2008, PP. 309-323.

    Caruana, A. (2002). Service loyalty. The effects of service quality and the mediating
    role of customer satisfaction. European Journal of Marketing, 36(7/8), 811-828.

    Leonard K (2019) Internal & External Strategic Plan Development


    https://smallbusiness.chron.com/internal-external-strategic-plan-development-
    12123.html
    Ministry of Foreign Affairs. (2017). Yurt dışında yaşayan Türk vatandaşları. Retrieved
    November, 04, 2017 from http://www.mfa.gov.tr/yurtdisinda-yasayan- turkler_.tr.mfa
    Uysal, S., & Gündoğdu, K. (2019). Predictors of self-
    regulated learning skills of computer education and instructional technology (Ceit)
    students. International Journal of Psycho-Educational Sciences, 8(3), 29-40. Retrieved
    from https://www.journals.lapub.co.uk/index.php/IJPES/
    article/view/1233

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