please type the question follow by the answer and dont forget to do the reference for each section. For part b 1 i will send the problem exist, and the second part note to you. Document Preview: PART...

Running head: Simple
Student name:
Instructor’s name:
Course title:
Date: 10
th
December, 2012
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PART A: QUALITY ASSUARANCE
A. Service failure
There are various leadership management practices that enhance the employees‟
fixing a service failure. Some of these practices include: having a positive attitude-this is the
ability to see people and situations in a positive way; integrity-this is the ability to be
consistent in words and actions and having a true character; responsibility-this is the ability
to always come through and avoid excuses; decision making-ability to study consequences,
make sound decisions without fear and willingness to fail rather than avoid responsibility;
mental house power-this is the ability to keep learning as the job expands.
B. Service failure recovery
Service failure recovery focuses on fairness and justice. Managers should use three
methods or techniques to recover from service failure. These are: the outcome of the
ecovery situation where the customer receives an apology, refund or replacement of a
product/ service; how the recovery process will work and how the customer will be treated.
I recall an experience where I was dissatisfied with complain handling. I bought a
cell phone from a shop and was given a wa
ant of six months. The wa
ant cover guarantees
the customer of replacement in case the gadget later, doest function as intended within the
given time period. This happened in my case where the cell phone got a technical problem
within three weeks. I later complained to the seller but to my disappointment, it could not be
handled because the authority to do so had to come from the manager of the business who
was not in the country by then.
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The shop attendant could have given this information to the customer at the point of
sale that in case of any complain, the authority to handle this is only given by the manager
which could have helped the customer could have made a wise decision. The manager should
also empower his/her staff to make decisions to avoid inefficiencies which leads to service
failure.
C. Quality service standards
Maintenance
Buildings and other fixtures should be maintained for the purposes intended.
Equipments should also be kept in good condition. The property should also be monitored to take
care of damages.
Cleanliness
High standard of cleanliness should be maintained throughout the property. The
manager should pay particular attention to wash rooms and items involving direct contact for
guests such as beddings. The other area where greater attention is needed is the kitchen and
dining rooms.
Physical quality
Accommodation of acceptable quality and comfort should be provided to attract more customers.
I recall an experience in a hotel organization where I experienced the best customer
care service. The hotel had high standard of cleanliness with a warm welcome from the staff.
Their services were also of high quality and affordable. I could recommend the service to all my
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friends and family. Cleanliness should be given a priority in a struggling hospitality organization
since it is the key for attracting customers.
D. The ways to wow
Guests should be received and acknowledged in a friendly manner throughout their
stay. Their enquiries as well as complaints should be dealt with promptly and politely.
Management and staff should be well informed about their hotel and other local information.
Resident guests should be allowed to access the hotel at any time, once they have been
egistered. The qualities of the staff in a hospitality organization are: observe strict hygiene,
outgoing, positive attitude and good image.
PART B: ENGLISH LANGUAGE
Analyze audience
It will be important to analyze the audience before writing the article. The targeted
audience characteristics are age, sex, location and interests. Age is very important in determining
the audience. This characteristic is key in the music industry where you find that most of the
music targets the young people; more so between the age of 15 and 25. The other characteristic is
sex. Some articles talk of specific things that target the specific sex; for example an article on
eauty and
ight colours will most likely talk of women than men. An advertisement of sports
fan will have images with extreme emotions, hard explosive pictures etc. certain kinds of music
will likely be started in a certain location and not the other depending on the area it will most
likely pick fast.
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Improving punctuation and other writing skills
The website is www.practicepunctuation.ac. This website in a
ief guide to English
punctuation and it offers quick guide to the basics. The beneficial activities the students will
enefit from; colon, apostrophes and
ackets.
Apostrophes
Apostrophes are used to indicate possession;
1) With nouns (plural and singular) not ending in an s add 's
the student's books, the people's party, a parent‟s responsibility
2) With plural nouns ending in an s, add only the apostrophe
the parents' income, the priests‟ house
3) With singular nouns ending in an s, you can add either 's or an apostrophe alone
the a
ess's life or the a
ess' life. Note here that you should be consistent and there is an
exception for ancient or religious names.
Jesus' power...