Introduction
This webquest is designed to teach students about the stage that marks a customer's last contact with the hotel, which remains in his memory, and can maintain or change the customer's already created opinion about the hotel.
They will become "experts" in the area and will be able to identify the processes specific to the departure of tourists and the check-out procedure.
Hospitality has long been viewed as a global industry whose services become a way of life for many individuals. In the recent years, the volume and needs for hotel service seem to be outgrowing the traditional hotel offer, imposing a question on the top management whether the quality and offer of services match the needs and desires of customers, and, even more importantly, whether they meet and surpass their expectations. For these reasons, modern hotel industry inevitably places a significant accent on service quality.
The activities carried out within an accommodation unit are aimed at meeting the lodging, food, leisure etc. needs of the guests. Therefore, the hotel services are connected with the reception, stay and departure of tourists and include:
- booking the rooms
- preparation for guests’ reception
- reception/check in
- stay
- departure of guests/checkout
- activities carried out after the guests’ check out / feedback
In this webquest we will learn about:
- the main activities to be performed in the accommodation unit, on different departments, at the departure of the tourists (check out)
- customer satisfaction assessment techniques: direct observation, direct communication with the client, evaluation questionnaires, analysis of clients’ complaints and suggestions, mysterious client
- how to develop a questionnaire for the evaluation of guests’ satisfaction
Task
Your task for this webquest is to find out exactly which main activities should be performed in the accommodation unit, on different department, at the departure of the tourists (check out) and how to evaluate customer satisfaction.
You and your group (seven students total) will become "experts" on this topic.
Lastly, you will develop a procedure in which you will present all the activities (attitudes) that must be carried out within the departments: reception, concierge, floor, food, on the occasion of the departure of the tourists. You will also develop a questionnaire that will help you assess the satisfaction of tourists.
Process
Follow the steps below for the first process in your project.
1. In groups of seven, you will work together to learn about the main activities to be performed in the accommodation unit, on different departments, at the departure of the tourists (check out) by using the link and filling out the worksheet below.
Procese specifice plecării turiștilor
https://www.kullabs.com/classes/subjects/units/.../note.../7342
Procese specifice plecării turiștilor (worksheet)
2. Each group will continue to search for customer satisfaction assessment techniques used in hotel units, accessing the links, and completing the worksheet.
Methods of measuring customer satisfaction
https://www.managementstudyguide.com/methods-of-measu...
Methods of measuring customer satisfaction (worksheet)
Now that you have completed all the components of process one, proceed to process two!
Great work!
Now you will develop a procedure in which you will present all the activities (attitudes) that must be carried out within the departments: reception, concierge, floor, food, on the occasion of the departure of the tourists, respecting the following structure:
|
Nr. Crt. |
Department |
Activities |
|
1. |
Concierge – luggage assistance |
|
|
2. |
Concierge – parking valet |
|
|
3. |
Front-office |
|
|
4. |
Upper floor |
|
|
5. |
Food and beverage |
|
Furthermore, you will design a questionnaire that will help you assess the satisfaction of tourists, observing the following conditions:
- simple to fill in, clear
- short: 8 - 10 closed questions
- a short introduction which includes a presentation of the aim of the questionnaire and some words of tourist awareness (și câteva cuvinte de sensibilizare a turistului)
Evaluation
This is how your work will be evaluated.
|
|
Beginning 0 |
Developing 5 |
Qualified 8 |
Exemplary 10 |
|
Score
|
|
Completed specific check out processes with basic information |
worksheet not filled out. |
Worksheet filled out. Lacking correct information and appropriate responses. |
Worksheet filled out. Correct answers but lacking descriptions that show knowledge has been gained. |
Worksheet filled out with correct answers and appropriate responses that demonstrate that knowledge has been gained. |
|
|
|
Methods of measuring customer satisfaction (worksheet) |
worksheet not filled out. |
Worksheet filled out. Lacking correct information and appropriate responses. |
Worksheet filled out. Correct answers but lacking descriptions that show knowledge has been gained. |
Worksheet filled out with correct answers and appropriate responses that demonstrate that knowledge has been gained. |
|
|
|
Procedure in which the students presented all the activities (attitudes) to be carried out within the departments: reception, concierge, floor, food during check-out |
No procedure |
Conclusion is less than one page and lacks deeper thinking and connections. |
Conclusion is appropriate length but lacks deeper thinking and connections. |
Conclusions in appropriate length demonstrates deeper thinking and connections. |
|
|
|
Guest satisfaction questionnaire
|
No questionnaire |
Questionnaire is lacking key components. |
Questionnaire contains all key components but not all directions were followed. |
Questionnaire contains all key components and all directions were followed. |
|
|
Conclusion
Don’t forget!
Regardless of the methods chosen, any customer satisfaction assessment should answer the following questions:
- What is the general customer perception of the hotel?
- What are the customer's expectations?
- To what extent are customer requirements satisfied?
- What are the factors that disturb the optimal operation of the hotel-client relationship?
Credits
This webquest was created by a team of teachers, within the co-funded Erasmus plus KA2 partnership “English for hospitality” (EN4HOSTS), project number: 2017-1-RO01-KA201-037159, KA2 - Cooperation for Innovation and the Exchange of Good Practices ,KA201 - Strategic Partnerships for school education
The European Commission support for the production of this publication does not constitute an endorsement of the contents which reflects the views only of the authors, and the Commission cannot be held responsible for any use which may be made of the information contained therein.