New User Special Price Expires in

Let's log you in.

Sign in with Facebook


Don't have a StudySoup account? Create one here!


Create a StudySoup account

Be part of our community, it's free to join!

Sign up with Facebook


Create your account
By creating an account you agree to StudySoup's terms and conditions and privacy policy

Already have a StudySoup account? Login here

Chapter 1: Service Makes the Difference

by: Notetaker Notetaker

Chapter 1: Service Makes the Difference HMGT 1350

Marketplace > East Carolina University > Hospitality > HMGT 1350 > Chapter 1 Service Makes the Difference
Notetaker Notetaker
GPA 3.3

Preview These Notes for FREE

Get a free preview of these Notes, just enter your email below.

Unlock Preview
Unlock Preview

Preview these materials now for free

Why put in your email? Get access to more of this material and other relevant free materials for your school

View Preview

About this Document

These notes go over Chapter 1 of the Hospitality Today An Introduction textbook
Intro Hospitality Management
Melvin Weber
Class Notes
Hospitality Management, service, SWOT, Service Business, Strategic Planning, Managing Demand, Managing Supply, Strategic Service Vision
25 ?




Popular in Intro Hospitality Management

Popular in Hospitality

This 3 page Class Notes was uploaded by Notetaker Notetaker on Wednesday February 10, 2016. The Class Notes belongs to HMGT 1350 at East Carolina University taught by Melvin Weber in Winter 2016. Since its upload, it has received 52 views. For similar materials see Intro Hospitality Management in Hospitality at East Carolina University.


Reviews for Chapter 1: Service Makes the Difference


Report this Material


What is Karma?


Karma is the currency of StudySoup.

You can buy or earn more Karma at anytime and redeem it for class notes, study guides, flashcards, and more!

Date Created: 02/10/16
Chapter 1: Service Makes the Difference  Book Vocabulary Notes  ● Capacity­ Constrained Businesses​: businesses that produces “products” or services that  cannot be inventoried or stored for future use. Success depends on their ability to  efficiently match productive capacity to consumer demand at any given moment.  ● Chased­ Demand Strategy​: a management strategy in which capacity can, to a limited  extent, be varied to suit the level of demand.  ● Intangible Products​: the primary products of hospitality­oriented organizations. Intangible  products such as comfort, enjoyment, and pleasant experiences relate to guests’  emotional well­being and expectations. They present very different management and  marketing challenges than do tangible products such as automobiles or boxes of cereal  ● Level­ Capacity Strategy​: a management strategy in which the same amount of capacity  is offered, no matter how high the consumer demand  ● Moments of Truth​: Critical moments when customers and staff members interact,  offering opportunities for the staff to make a favorable impression, correct mistakes, and  win repeat customers  ● Service​: meeting customers’ needs in the way that they want and expect them to be met  ● SWOT​: an acronym for strengths, weaknesses, opportunities, and threats. A SWOT  analysis helps companies assess how well they are serving their current markets, an  important step in the strategic planning process.    Definition of Service  ● Meeting customers’ needs in the way that they want and expect them to be met  ● Service is in the ​eye of the beholder  ● Superior service exceeds customer expectations  ● Everybody has a different definition of service because of their expectations    Service Businesses vs. Manufacturing Businesses  ● For Service Businesses  ○ The nature of the product is different  ○ Customers are more involved in production  ○ People are part of the product  ○ It’s harder to maintain quality control standards  ○ Services can’t be inventoried  ○ The time factor is more important   ○ Distribution channels are different    Strategic Planning  ● Starts with a mission statement  ● Is required to provide superior service  ● Planning Process  ○ Perform a SWOT analysis  ■ S = Strengths  ■ W = Weaknesses  ■ O = Opportunities  ■ T = Threats  ○ Formulate Strategies  ■ Required to achieve mission  ■ Based on SWOT analysis  ○ Implement Strategies  ■ Leadership must explain to employees  ■ Organizational structure may need to be changed  ■ Corporate culture (values and work ethic) must be shared by all  ○ Monitor and evaluate results  ■ Make sure strategies are working  ■ Strategies achieve mission    Planning Challenges  ● Capacity­ constrained business must constantly manage production capacity and  demand for service    Managing Supply (Production Capacity)  ● Level­Capacity Strategy: same capacity no matter how high the demand (hotel beds and  restaurant seats)  ● Chased­ Demand Strategy: capacity varied to suit the demand level (part­time  employees)    Managing Demand  ● Shift demand to slower times (early bird specials)  ● Inventory demand (waiting lines and reservations)  ● Price to control demand (yield management)   ● Vary product to balance supply and demand (lunch and dinner menus)  ● Communication strategies (advertise specials)    Strategic Service Vision  ● Target a Market Segment  ● Focus on a service strategy  ○ Service standards  ○ Job restructuring   ○ Payroll control    Key to Delivering Good Service  ● Don’t forget who you are  ● Encourage every employee to act like a manager  ● Handle moments of truth correctly  ● Hire good people and keep them happy   ● Respond in a timely manner    Service, Disney­Style  ● Safety  ● Courtesy  ● Show  ● Efficiency 


Buy Material

Are you sure you want to buy this material for

25 Karma

Buy Material

BOOM! Enjoy Your Free Notes!

We've added these Notes to your profile, click here to view them now.


You're already Subscribed!

Looks like you've already subscribed to StudySoup, you won't need to purchase another subscription to get this material. To access this material simply click 'View Full Document'

Why people love StudySoup

Bentley McCaw University of Florida

"I was shooting for a perfect 4.0 GPA this semester. Having StudySoup as a study aid was critical to helping me achieve my goal...and I nailed it!"

Anthony Lee UC Santa Barbara

"I bought an awesome study guide, which helped me get an A in my Math 34B class this quarter!"

Steve Martinelli UC Los Angeles

"There's no way I would have passed my Organic Chemistry class this semester without the notes and study guides I got from StudySoup."


"Their 'Elite Notetakers' are making over $1,200/month in sales by creating high quality content that helps their classmates in a time of need."

Become an Elite Notetaker and start selling your notes online!

Refund Policy


All subscriptions to StudySoup are paid in full at the time of subscribing. To change your credit card information or to cancel your subscription, go to "Edit Settings". All credit card information will be available there. If you should decide to cancel your subscription, it will continue to be valid until the next payment period, as all payments for the current period were made in advance. For special circumstances, please email


StudySoup has more than 1 million course-specific study resources to help students study smarter. If you’re having trouble finding what you’re looking for, our customer support team can help you find what you need! Feel free to contact them here:

Recurring Subscriptions: If you have canceled your recurring subscription on the day of renewal and have not downloaded any documents, you may request a refund by submitting an email to

Satisfaction Guarantee: If you’re not satisfied with your subscription, you can contact us for further help. Contact must be made within 3 business days of your subscription purchase and your refund request will be subject for review.

Please Note: Refunds can never be provided more than 30 days after the initial purchase date regardless of your activity on the site.