Hotel Scenarios: Questions for Dramatic Scripts

Paper Summary:

Using the case study "Episode 8: 'We Don't Want any Troublemakers in Our Hotel'" as primary example, this paper sets forth eight questions that present many of the challenges that hotel employees face when confronted by unruly guests. The paper relates that the concept of the workplace as a theatrical stage can enable service employees to be creative in handling difficult situations. The author concludes that there are also situations when a more formal functional script should be implemented.

From the Paper:

"The delivery of excellent and sincere customer service does not require unnecessary servility and acquiescence on the part of employees. While hospitality service employees must of course be especially attentive to the needs and demands of guests and customers, this attentiveness does not and should not be at the expense of basic human dignity because such servility actually encourages the behavior of guests such as Mr. Patel."

Sample of Sources Used:

• Duffy J. & Kechand A. 1998. Examining the Role of Service Quality in Overall Service Satisfaction. Journal of Managerial Issues, 10/2, pp.240+.
• Episode 8: 'We Don't Want any Troublemakers in Our Hotel." 2007. Case Study.
• Harris R., Harris K. & Baron S. 2003. Theatrical Service Experiences: Dramatic Script Development with Employees. International Journal of Service Industry Management, 14/2, pp.184-99.

More papers on Hotel Scenarios: Questions for Dramatic Scripts:

• Term Paper # 135849 : "Literary Questions for Three Short Stories"
• Persuasive Essay # 135636 : "Questions for Sexuality and Modern Video"
• Research Paper # 109148 : "A Career in Hotel Management"

APA Citation:

MLA Citation: