service-management-answer-the-following-questions

A). Each answer is worth 4 point each and should at least one paragraph of 200 words double spaced and references provided.

1) How do you define service and what are the components of good and bad service?

2) What are the difference between tangible and intangible factors involved with service?

3) Why is it important to have a service plan?

4) Explain the reasons for having a blue book?

5) Explain the definition of standards of performance manuals?

6) Provide the definition of a task, duty and job?

7) Why is it important to assess new hires in the area of Attitude,Skill,Knowledge?

8) Define the meaning of a training need.

9) Outline the steps for handling a guest complaint?

10) What influence can a social media site have on a restaurant?

B).Research and summarize an article pertaining to one of the following topics:

Handling guest complaints

Service failure

The importance of service blue prints

The summary is worth 10 points and should be at least 400 words.