The Building Guest Loyalty

SHA604: Building Guest Loyalty
The Hotel School, Cornell SC Johnson College of Business
Performance Standards Worksheet
Instructions:
Use this worksheet to identify and document a specific service outcome and the process steps, as well as the standards of performance
necessary to achieve the outcome in your operation.
Define Outcome:
1. What is the outcome you expect to achieve? Consider guest expectations and how you want them to feel relative to product,
environment, and staff behavior and attitude. Note: Some outcomes will impact each of the big three. Some will focus only on
one component.
The delivery of food item at the right time, as mentioned, could be an useful approach for meeting up to the guests’ expectations without
compromising anyhow on the quality of those. The environment must be protected and the guests should be informed about those so as
to ensure that they remain aware of that and adopt sustainable and environment friendly behaviors too. The staffs must be polite and
diligent to treat them with respect and dignity and ensure that their demands are met properly.
2. How is the outcome consistent with your concept and guest expectations? (For example, if your concept is a quick service
restaurant, guest expectations would favor efficient ordering and fast service of food versus large selection and detailed
information.)
As it is a quick service food and beverage restaurant, so faster service delivery is essential and it is also to be noted that the quality of
the food items delivered do not deteriorate anyhow.
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