[Type text] [Type text] [Type text] SHA604: Building Guest Loyalty The Hotel School, Cornell SC Johnson College of Business Complaint Handling Worksheet Use this worksheet to analyze a guest complaint encounter. Describe the situation: How did you become aware of the guest’s dissatisfaction? What was your response? What was the outcome of the interaction? Evaluate the response against the complaint-handling guidelines: Guideline How did the response demonstrate the guideline? How could the guideline be applied to improve guest encounter satisfaction? Maintain Guest’s Self Esteem Empathize with Guest Involve Guest in Resolution 2 © 2017 eCornell. All rights reserved. All other copyrights, trademarks, trade names, and logos are the sole property of their respective owners. Personal Case Analysis  Imagine that you are a professor teaching a psychology ethics course and you have to decide on a hypothetical case that you will use to educate your students for a couples and family therapy learning module.     In the case analysis, please include the following information: · Describe a hypothetical couple or family (choose one) and the issues and concerns one or the other brings to you.  · Provide some background on the couple or family, including hypothetical information related to race, socioeconomic status, culture, sexuality, and psychological issues. · Identify 3 ethical challenges you might face in working with your hypothetical clients.   · Describe the APA guidelines corresponding with each and how you would safeguard against ethics violations. The paper should be 5 to 6 pages, and include a minimum of 5 scholarly resources. Component Exemplary Accomplished Developing Beginning Does not attempt Description of hypothetical couple or family and presenting issues 25 Points Possible Student provides a thorough, substantive description of hypothetical couple or family and presenting issues. Student provides a detailed description of a hypothetical couple or family and presenting issues. Student provides a marginal description of hypothetical couple or family and presenting issues. Sufficient details and supporting evidence are lacking. Student provides a marginal description of hypothetical couple or family and presenting issues. At times description lacks coherence. Sufficient details and supporting evidence are lacking. Student does not provide a description of hypothetical couple or family and presenting issues. Identification of 3 Ethical Challenges 60 Points Possible Student identifies and describes 3 ethical challenges that are consistent with course concepts. Student supports position on ethical challenges with 3 or more scholarly resources. Student identifies and describes 3 ethical challenges that are consistent with course concepts. Student supports position on ethical challenges with 3 scholarly resources. Student identifies 2 ethical challenges that are ...

1. [Type text] [Type text] [Type text]
SHA604: Building Guest Loyalty
The Hotel School, Cornell SC Johnson College of Business
Complaint Handling Worksheet
Use this worksheet to analyze a guest complaint encounter.
Describe the situation:
How did you become aware of the guest’s dissatisfaction?
What was your response?
What was the outcome of the interaction?
Evaluate the response against the complaint-handling

2. guidelines:
Guideline
How did the response demonstrate the guideline?
How could the guideline be applied to improve guest encounter
satisfaction?
Maintain Guest’s Self Esteem
Empathize with Guest
Involve Guest in Resolution

3. 2
© 2017 eCornell. All rights reserved. All other copyrights,
trademarks, trade names, and logos are the sole property of their
respective owners.
Personal Case Analysis
Imagine that you are a professor teaching a psychology ethics
course and you have to decide on a hypothetical case that you
will use to educate your students for a couples and family
therapy learning module.
In the case analysis, please include the following information:
· Describe a hypothetical couple or family (choose one) and the
issues and concerns one or the other brings to you.
· Provide some background on the couple or family, including
hypothetical information related to race, socioeconomic status,
culture, sexuality, and psychological issues.
· Identify 3 ethical challenges you might face in working with
your hypothetical clients.
· Describe the APA guidelines corresponding with each and how
you would safeguard against ethics violations.
The paper should be 5 to 6 pages, and include a minimum of 5
scholarly resources.
Component
Exemplary
Accomplished
Developing

4. Beginning
Does not attempt
Description of hypothetical couple or family and presenting
issues
25 Points Possible
Student provides a thorough, substantive description of
hypothetical couple or family and presenting issues.
Student provides a detailed description of a hypothetical couple
or family and presenting issues.
Student provides a marginal description of hypothetical couple
or family and presenting issues. Sufficient details and
supporting evidence are lacking.
Student provides a marginal description of hypothetical couple
or family and presenting issues. At times description lacks
coherence. Sufficient details and supporting evidence are
lacking.
Student does not provide a description of hypothetical couple or
family and presenting issues.
Identification of 3 Ethical Challenges
60 Points Possible
Student identifies and describes 3 ethical challenges that are
consistent with course concepts. Student supports position on
ethical challenges with 3 or more scholarly resources.
Student identifies and describes 3 ethical challenges that are
consistent with course concepts. Student supports position on
ethical challenges with 3 scholarly resources.
Student identifies 2 ethical challenges that are consistent with
course concepts.
OR Student provides marginal description of 3 ethical
challenges. Sufficient details and supporting evidence are
lacking. Some inaccuracies present.
Student identifies 1 ethical challenge that is consistent with

5. course concepts.
OR Student provides marginal description of 2 ethical
challenges. Sufficient details and supporting evidence are
lacking. Some inaccuracies present.
Student does not identify 3 ethical challenges.
Description of APA Guidelines
60 Points Possible
Student describes 3 or more relevant APA guidelines and
safeguards against ethical violations.
Student describes 3 relevant APA guidelines and safeguards
against ethical violations
Student describes 2 APA guidelines and safeguards against
ethical violations. OR Student provides marginal description of
2-3 APA guidelines and safeguards against ethical violation.
Sufficient details and supporting evidence are lacking.
Student describes 1 APA guideline and safeguards against
ethical violations. OR Student provides marginal description of
1-2 APA guidelines and safeguards against ethical violation.
Sufficient details and supporting evidence are lacking.
Student does not describe APA guidelines and safeguards
against ethical violations.
Formatting/Writing
20 Points Possible
Work is presented in a logical and coherent way. Writing is
clear, articulate, and error free. Citations are composed in
proper format with few or no errors.
Work is grammatically sound with a few minor errors. Citations
are composed in the proper format with some errors.
Work contains frequent grammatical errors. Citations are
inaccurate or improperly formatted.
Work contains frequent grammatical errors. Citations are not
included for sources.
Work does not demonstrate appropriate graduate level writing.

6. Difficult to follow ideas. Citations are not included for sources.
Summary Comments:
Total Points:
4450762:My_patient_and_His_F
amily.docx
by Marie Toussaint
Submission date: 22-Dec-2019 10:09PM (UTC-0500)
Submission ID: 1238022741
File name: 51e61-f906-4ce1-a7aa-
0a78fc655612_My_patient_and_His_Family.docx (27.17K)
Word count: 1548
Character count: 8499
Marie Toussaint
Marie Toussaint
Marie Toussaint
Text
Marie Toussaint
Marie Toussaint
Marie Toussaint

7. Marie Toussaint
Marie Toussaint
Marie Toussaint
Marie Toussaint
1 APA Title Page+
Marie Toussaint
Marie Toussaint
Marie Toussaint
Marie Toussaint
Marie Toussaint
Marie Toussaint
Marie Toussaint

8. 25%
SIMILARITY INDEX
20%
INTERNET SOURCES
3%
PUBLICATIONS
17%
STUDENT PAPERS
1 11%
2 4%
3 3%
4 2%
5 2%
6 2%
7 1%
8 1%

9. 4450762:My_patient_and_His_Family.docx
ORIGINALITY REPORT
PRIMARY SOURCES
www.mentalhelp.net
Internet Source
Submitted to Monash University
Student Paper
careertrend.com
Internet Source
Submitted to Drexel University
Student Paper
Submitted to Northcentral
Student Paper
www.tandfonline.com
Internet Source
Submitted to Grand Canyon University
Student Paper
Submitted to Argosy University
Student Paper
Exclude quotes Off
Exclude bibliography Off
Exclude matches Off

10. QM
FINAL GRADE
/0
4450762:My_patient_and_His_Family.docx
GRADEMARK REPORT
GENERAL COMMENTS
Instructor
PAGE 1
1 APA Title Page+
Excellent job on your APA formatting of the title page.
PAGE 2
P/V You have used the passive voice in this sentence. You may
want to revise it using the active voice.
Article Error You may need to use an article before this word.
Article Error You may need to use an article before this word.
Missing "," Review the rules for using punctuation marks.
PAGE 3
PAGE 4

11. P/V You have used the passive voice in this sentence. You may
want to revise it using the active voice.
PAGE 5
Run-on This sentence may be a run-on sentence.
Sp. This word is misspelled. Use a dictionary or spellchecker
when you proofread your work.
S/V This subject and verb may not agree. Proofread the
sentence to make sure the subject agrees with
the verb.
S/V This subject and verb may not agree. Proofread the
sentence to make sure the subject agrees with
the verb.
Article Error You may need to use an article before this word.
PAGE 6
Article Error You may need to use an article before this word.
Consider using the article a.
Sp. This word is misspelled. Use a dictionary or spellchecker
when you proofread your work.
Article Error You may need to remove this article.
Article Error You may need to remove this article.
Article Error You may need to remove this article.

12. PAGE 7
4450762:My_patient_and_His_Family.docxby Marie
Toussaint4450762:My_patient_and_His_Family.docxORIGINA
LITY REPORTPRIMARY
SOURCES4450762:My_patient_and_His_Family.docxGRADEM
ARK REPORTFINAL GRADEGENERAL
COMMENTSInstructor
[Type text] [Type text] [Type text]
SHA604: Building Guest Loyalty
The Hotel School, Cornell SC Johnson College of Business
Performance Standards Worksheet
Instructions:
Use this worksheet to identify and document a specific service
outcome and the process steps,as well as the standards of
performance necessary to achieve the outcome in your
operation.
Define Outcome:
1. What is the outcome you expect to achieve?Consider guest
expectations and how you want them to feelrelative to product,
environment, and staff behavior and attitude. Note: Some
outcomes will impact each of the big three( product, the
behavior and attitude of the staff). Some will focus only on one
component.

13. 2. How is the outcome consistent with your concept and guest
expectations? (For example, if your concept is a quick service
restaurant, guest expectations would favor efficient ordering
and fast service of food versus large selection and detailed
information.)
Define Performance Standards:
Define the Process Step, People, and the Standards of
Performance that are required to consistently achieve this
outcome:
Process Step
What needs to occur?
Who Is Responsible?
Standards of Performance
How do you expect them to do it?
Why is this important to achieving the outcome/differentiating
you from competition?

14. What are risks/barriers to achieving this standard?
1.
2.
3.
4.
5.
6.
7.

15. 8.
9.
10.
1
© 2017 eCornell. All rights reserved. All other copyrights,
trademarks, trade names, and logos are the sole property of their
respective owners.
[Type text] [Type text] [Type text]
SHA604: Building Guest Loyalty
The Hotel School, Cornell SC Johnson College of Business
Course Project
Instructions:
Complete this project and submit it to your instructor. See the
assignment page for information about the grading rubric. Do

16. not hesitate to contact your instructor if you have any questions
about the project.
This course project consists of three parts and will give you an
opportunity to define standards of performance that support
guest expectation outcomes, evaluate your service recovery
process, and develop a guest experience measurement tool for
your operation. You will complete the project using the food
and beverage operation you currently work with. If you don’t
currently work in a food and beverage operation, you will be
required to interview a current food and beverage operator and
observe and document his or her guest loyalty practices.
Note: Your project observations will be shared with the
instructor only and will be kept strictly confidential.
Complete each project part as you progress through the course.
You may revisit and refine your responses as you learn and
apply additional information. Wait to submit the project until
all three parts are complete. Begin your course project by
completing part one below.
Part One: Define Performance Standards
In this part of the course project, you will use the Standards of
Performance Worksheet to document the process steps, people
involved, and specific performance standards to support one
outcome related to guest expectations.
Note: You will be required to submit your completed worksheet
when you submit your project.
Part Two: Evaluate a Service Failure and Recovery Incident
In this part of the project, you will evaluate a situation where
things didn’t go as planned in your operation and identify
opportunities to improve the likelihood of encounter
satisfaction, minimizing the recurrence of problems and
improving long-term customer relationships.

17. 1. Describe the situation that occurred from the guest’s
perspective:
2. Describe the service recovery process that occurred. In your
explanation, identify if the service recovery process was
transactionfocused or relationshipfocused:
3. Use the Complaint Handling Worksheet to evaluate if the
complaint response was effective and to identify ways to make
it more effective in making the guest satisfied. (Be sure to
submit your completed worksheet when you submit your
project.)
4. Describe changes in the recovery process that would
minimize the recurrence of such a situation and ensure long-
term guest relationships:
Part Three: Measure the Guest Experience
For this part of the project, you will explore how in-operation
feedback, guest satisfaction surveys, and mystery shops could
be implemented in your operation.
1. Review your performance standards from part one of the
project. Describe how your service staff could consistently
observe and assess the guest experience against the performance
standards. Include how staff could request specific feedback
from guests related to the performance standards.

18. 2. Document five items you would include on a guest
satisfaction survey to collect your guests’ perceptions,
preferences, and opinions related to their experience. Explain
what decisions you could make based on the trends you uncover
with these questions.
3. Document five items you would include on a mystery shop
questionnaire to measure the behaviors and outcomes related to
your performance standards.
Please make sure you submit your completedPerformance
Standards Worksheet and Complaint Handling Worksheetwith
your project.
2

19. © 2017 eCornell. All rights reserved. All other copyrights,
trademarks, trade names, and logos are the sole property of their
respective owners.