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Based on the diverse opinions posted, Discussion #1 has shown us that customers hold different types of expectations for service performance. Our “zone of tolerance” can be wide or narrow based on our past experiences (see chapter 4 – customer expectations of service).
Lately, some of the local resorts in Las Vegas have began to implement mandatory resort fees. Although the resort fee practice is not a new concept in many destinations, the consumer reaction to this growing practice has been mixed. Please refer to the article on ‘resort fees’ via the weblinks section.
1. Please read chapters 4 & 5
2. Please state your opinion on ‘resort fees’ as a hospitality professional. Do you support it? Why? Why not?
3. Based on your readings, briefly explain why guest reaction to resort fees is mixed – please use terminology ( minimum TWO key words) used in chapters 4 and/or 5 within your response – use CAPS to highlight them so it is easy to see. It is important that you demonstrate a clear understanding of the concepts through correct use of terms and examples.
4. Search the web for news reports on this topic or any other topic that provides a good example for customers perceptions and expectations of services. Please include a working web-link of the article you have identified within your post. Also, briefly explain how the article you are sharing relates to the topic of discussion. Your news article must be UNIQUE. Be sure to read articles previously posted and avoid posting the same article. You will not get credit if you repost an article already shared by another class member.
5. Revisit this discussion post and be sure to read all posts and comments made. Then, review and rate the post you like the most; i.e. you found the article posted by a class member to be very informative. Use the scale provided and mark it as “exceptional”. Let’s see whose post is going to receive the highest number of exceptional votes.
Note: this is a senior level course. Please put on your manager/ business owner/ consultant cap on when responding. You are encouraged to provide constructive feedback.
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