Title: Describe the concept of service as a product.
Course: Hospitality, Tourism, and Recreation I (16999-I) > Section: Defining Marketing and Sales Strategies

Description should include that service is

- a thing produced by labor
- the totality of goods or services that an organization makes available to consumers
- the chief product.

Process/Skill Questions:

Thinking

- How do customer expectations influence the services a hotel offers?
- What are the consequences of misinterpreting customer expectations?
- What are the defining characteristics of great service?

Communication

- What criteria should be used to determine what services a hotel will provide?
- How can management communicate to the customer the services and goods provided?

Leadership

- What do leaders need to know about the various services a lodging operation provides to plan new services?
- How can leaders learn of their customers' expectations of goods and services?

Management

- What tools and resources are available to determine the interests and concerns of the customers?
- How can managers benefit from these tools and resources?
- How can managers ensure that staff are properly trained?