Why is it important to consider the guest experience

Answer the following question, minimum 300 words per answer, use any references if needed.

1. Why is it important to consider the guest experience? What tools are used to measure guest satisfaction?

2. Describe the steps involved in developing a service Blue Book.

3. What are the benefits of developing Job Description and Standard of performance manuals?

4. Discuss how the impact of technological advancements has changed the way we service guests in restaurants and hotels?

5. Define the meaning of SERQAL? What benefit does process provide to a service establishment.