Purpose of Evaluating Customer Service Policies - 26276 Words

Manual on Module II Introduction to Hospitality By Authors Mr Murray Mackenzie School of Hotel Tourism Management The Hong Kong Polytechnic University and Dr Benny Chan Hong Kong Community College The Hong Kong Polytechnic University Consultant Mr Tony Tse School of Hotel Tourism Management The Hong Kong Polytechnic University Introduction to Hospitality Copyright  © The Government of the Hong Kong Special Administrative Region All rights reserved. The copyright of this manual belongs to the Government of the Hong Kong Special Administrative Region. Commercial use is strictly prohibited. Offenders will be liable to the legal responsibility. Schools need not apply for permission to copy this manual in whole or in part for†¦show more content†¦There have been different definitions of Hospitality. Broadly speaking, Hospitality is the act of kindness in welcoming and looking after the basic needs of guests or strangers, mainly in relation to food, drink and accommodation. A contemporary explanation of Hospitality refers to the relationship process between a guest and a host. When we talk about the â€Å"Hospitality Industry†, we are referring to the companies or organisations which provide food and/or drink and/or accommodation to people who are away from home. However, this definition of the â€Å"Hospitality Industry† only satisfies most situations. Can you think of any circumstances where the phrase â€Å"away from home† would not be accurate? Resort hotel 1 Introduction to Hospitality ACTIVITY 1 In groups, consider the hospitality industry in Hong Kong. Discuss the different sectors in the hospitality industry. (Hint: A sector of hospitality industry can be profit-making or non-profit-making.) You may also give the names of some companies in the hospitality industry. One example has been given in the table below. Work on the table to see which group in your class comes up with the most appropriate examples. Hospitality industry in Hong Kong Sector Products/services provided Example Name of company/ organisation Food and Beverage Food and drink Fast food McDonald’s ACTIVITY 2 Look at the table that your group has just completed and compare the answersShow MoreRelatedPurpose of Evaluating Customer Service Policies26269 Words   |  106 PagesSpecial Administrative Region. Commercial use is strictly prohibited. Offenders will be liable to the legal responsibility. Schools need not apply for permission to copy this manual in whole or in part for non-profit making educational or research purposes. All other uses should gain prior permission in writing from the Government of the Hong Kong Special Administrative Region. Requests should be directed to the: Education Bureau 13/F, Room 1319, Wu Chung House 213 Queen’s Road East, Wan ChaiRead MoreCustomer Service1186 Words   |  5 Pagessome companies aim to look after their customers well, ensuring that the customer is at the heart of their business and everything they do. In marketing terms this is called being customer focused. It is important to realise that customers can take their business anywhere they want to and if they are not satisfied they will take their business elsewhere. Therefore, it is very important to understand who our customers are, their expectations of the service they experience and how that effects futureRead MoreA Historical View Of Teletech Holdings Corporation1486 Words   |  6 PagesAbstract The purpose of this research is to provide a historical view of TeleTech Holdings Corporations and the current challenges the organization is facing. 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Holdens Depression and Self-Doubt in Salingers Catcher...

As Eugene McNamara stated in his essay â€Å"Holden Caulfield as Novelist†, Holden, of J.D. Salinger’s novel Catcher in the Rye, had met with long strand of betrayals since he left Pencey Prep. These disappointments led him through the adult world with increasing feelings of depression and self-doubt, leading, finally to his mental breakdown. Holden’s first betrayal was that of his memory and innocence by an egotistical peer. At Pencey Prep, he roomed with a student named Stradlater; the epitome of a teenage jock. Stradlater was openly very vain; as Holden stated as he watched Stradlater gaze at himself in the mirror, â€Å"he was madly in love with himself. He thought he was the handsomest guy in the Western Hemisphere† (27). Because of his†¦show more content†¦Now here was Stradlater who could not even remember her proper name! It was a great show of disrespect for Holden’s memory of this bubbly, kind girl; it was a betrayal of his innoce nt heart and childhood memories. Holden’s disappointingly cold experience with sex and prostitution after he leaves Stradlater and Pencey Prep is a betrayal of his childish dreams of greatness and celebrity. As he enters the elevator of a New York City hotel, the elevator boy asks him if he wants a good time. Holden agrees, as he is â€Å"starting to feel pretty sexy and all† (92), being his first official chance to live up to his dreams of sexiness and manliness. His mind even starts to wander to his grand fantasy of â€Å"Caulfield and His Magic Violin† (93) in which he is the most adored man in all the world. He never, however, lives up to any of these egotistical illusions. His disappointment comes knocking at the door in the form of a young girl named Sunny. The minute she undresses, Holden feels odd and uncomfortable. He â€Å"know[s] that you’re supposed to feel pretty sexy when somebody gets up and pulls their dress over their head† (95), b ut he just felt embarrassed for her. His ego and dreams come crashing down, as his night is not of good times and achievement, but of a too young girl who is as nervous as he. It was quite depressing for him to realize that the adult world was made up not of the movie-like dreams he had entertained for so long, but of timid, depressing reality.Show MoreRelatedCatcher In The Rye Character Analysis940 Words   |  4 PagesIn chapter ten of J.D. Salinger’s, Catcher in the Rye, there are three important concepts: loneliness, depression, and idealism. Holden evinces these concepts when he talks about his younger sister, goes to the Lavender room, and mentions Radio City Music Hall. Each of these concepts builds upon each other, especially the idea that Holden is lonely. Holden is alone once he arrives in New York after leaving Pencey Prep. Holden’s loneliness makes him think of his younger sister, Phoebe, who has a lotRead MoreThe Theory Of Self Orientation1957 Words   |  8 PagesSelf-Orientation in a Confusing World The conscious essence is what defines each person as an individual. In the adolescent years one establishes their true self and begins to feel out their adult personality as they mature and grow as a person. For some this is a daunting task filled with confusion and self-doubt. The existentialist movement focuses on the independence of an individual to shape their lives through choices which help create their own values and give meaning to their own lives. TheRead MoreThe Theory Of Self Orientation1958 Words   |  8 PagesSelf-Orientation in a Confusing World The conscious essence is what defines each person as an individual. In the adolescent years one establishes their true self and begins to feel out their adult personality as they mature and grow as a person. For some this is a daunting task filled with confusion and self-doubt. The existentialist movement focuses on the independence of an individual to shape their lives through choices which help create their own values and give meaning to their own

With reference to several specific moments in the play, explain how you would perform the role of Masha Free Essays

The part of Masha is a female who starts at the age of 21 and in act3 aged 35.Her clothes are in the colour black so we learn from this she is a melancholy and mysterious character. She is the middle sister out of the three and is married to Kulygin. We will write a custom essay sample on With reference to several specific moments in the play, explain how you would perform the role of Masha or any similar topic only for you Order Now Kulygin is a high school teacher. She starts by reading a book, whilst whistling. This gives the immediate impression she is quite solemn and subdued. She then says a quote which she repeats later in the play. â€Å"By a curving shore stands a green oak trees, Bound with the golden chain †¦Ã¢â‚¬ ¦Bound with the golden chain†¦.'† Her character seems down at the point because she feels trapped in her marriage to Kulygin. She married him at a young age of 18 and thought he was quite a wise clever man but now she feels stuck in her relationship with him. We learn this later in the play, but at the moment, the character of Masha is dull and unenthusiastic. I would act the part as if I was uninterested in my surroundings and what is going on. I would act unfocused towards the fact it is my sister’s name day and I would be indulged in my own pity. She feels trapped in her marriage to him, and is depressed by the reality of life, that she is stuck in this marriage, and in Moscow. I would say lines quite pessimistically and would move around the stage slowly and with my head slightly tilted up as in to be looking to the heavens for help. This would show the audience I am unhappy, and am feeling low. The audience would learn I am unhappy, and would learn soon that it is from my surroundings by which I feel this. Masha does not mind showing her emotions, so I would not hold back my feelings whilst saying my lines and acting in general. The audience would learn straight away that Masha is sad and unhappy with her life. Also is act1, we find out Masha’s thoughts of Protopopov. â€Å"I can’t stand Protopopov†¦Ã¢â‚¬ ¦You shouldn’t invite him.† I would say this line with quite passion, as Masha’s character seems quite open with what she thinks. I would seem quite angered at the thought of him. Also, because Masha is already in a bad mood, the mention of some one who she doesn’t like upsets her more than usually. I would show this if I was playing the part. This shows the audience she is quite a good judge of character as she later on learns about the affair he is having with Natalya, her brother’s to-be wife. They also learn a lot from Masha’s derelict that she is to the point and honest with her thoughts. When the part of Veshinin enters, I would make a dramatic change in Masha’s tone of voice, and presence on stage. This is because Veshinin is from Moscow, so the 3 sisters are automatically drawn to him. Also, Masha is interested in Veshinin as more than a friend from the beginning, and I would portray this from the moment he walks on stage. We learn this when she becomes excited by having a conversation with Veshinin about Moscow. â€Å"The both laugh delightedly. Masha (animatedly) Ah, I remember!†¦..† I would act this very animated as it says in the directions, and be intrigued about learning about Veshinin. I would forget about the others on stage around me, especially my husband, and stay interested in Veshinin. My face would now be lifted, and focused on Veshinin, my eyes widely opened and a smile on my face. All three sisters have an obsession with Moscow and this would come across in her keenness towards Veshinin. The audience would see that Veshinin’s entrance has changed Masha’s feelings. They have changed from feeling depressed and down to animated and awake. She emphasises this point when she says: â€Å"I’ll stay for lunch.† I would say this line quite abruptly as I want everyone to know I am staying. Also it shows the audience how strong my interest is in Veshinin. The audience would also see me take my hat off, which emphasises the fact I’m staying. Near the end of the act she tells Kulygin she is not going. When he asks why she says: â€Å"Oh right, I’ll ho. Just leave me alone, please.† I would say this line whilst not looking at Kulygin, to show that I don’t care about him. I will say it with no animation on my face and would be getting cross with him. I feel he is a burden to me so I show this by getting annoyed with him. My tone of voice would sound aggressive and angered, and I would be speaking a little louder than usually. I would pause between saying â€Å"alone† and â€Å"please†, to emphasise the please. This would also so my frustration with him to the audience.This tells the audience Kulygin doesn’t interest Masha any more, and she no longer is in love with him. At the end of act1 she repeats the quote: â€Å"By curving shore stands a green oak tree, bound with a golden chain†¦Ã¢â‚¬  Masha is about to be leaving and going back to her house with her husband whom she does not love any more. I would show this by looking depressed and saying this line quite slowly and be thinking of a better life for me as Masha. In act2, Masha is on stage with Veshinin. They are alone, talking about how unhappy they both are. Masha says â€Å"†¦terribly learned, clever and important, so I thought. And now I don’t†¦Ã¢â‚¬  I would say this so Veshinin would feel sorry for me and know that I am welcome for something to happen between the two of us. I would look into his eyes when I talk which would show the audience I love him, and look coldly when I talk of my husband so he knows I don’t have any feelings towards Kulygin any more. This shows the audience Masha is interested in Veshinin but doesn’t want any one to hear to see, as this conversation takes place in the dinning room of the Prozorov’s house. Later on in this conversation Veshinin tells Masha he loves her. When he kisses her hand she moves as she knows what she is doing is wrong. When he says it, she says: â€Å"When you speak like that, I laugh, I don’t know why†¦..† If I was playing Masha, I would make my face look brighter, and I would star into his eyes lovingly. Because of her character, I feel she is the type who cannot hide her true emotions, so at this precise moment of intensity between the two of them, she probably wouldn’t care what she looked like. The audience would see the love Masha feels for Veshinin through how she looks at him. When Veshinin leaves during the act, Masha becomes aggressive. â€Å"Oh, get away! Stop pestering me, leave me in peace†¦.† As I mentioned earlier, her character is quite open with her emotions. Because Veshinin, has left Masha is now upset and angered. I would say this line very snappy and loudly as my whole frame of mind has moved from love to anger. The tone of my voice would have completely changed. They would now be shorter and snappier. This is so the audience can see Masha is upset with Veshinin’s exit. When Masha enters Olga and Irina’s room during act3, after Veshinin’s speech about how wonder he feel life is, her and Veshinin echo each others line: â€Å"Tram-tam-tam†¦Ã¢â‚¬  But this part in the play, Veshinin and Masha both like one another, and this small conversation is a special language they are speaking to each other. Masha is very happy as Veshinin is present in the room, and that he loves her back. From her entrance, I would play the part as if I am happy, quite dreamy, calmly. I would act quite excited as I would be having this secret language with the man I love, but no one else in the room knows what we are talking about. The audience would see the secret verbal affair going on, and would see how no one knows anything is going on. After Veshinin exit’s Masha becomes bored, and low again. â€Å"†¦I’m so very, very bored!..† And then she brings up how her brother Andrei is in dept from his gambling problem. Due to Veshinins’s exit, Masha focuses on the bad parts of her life again. I would start saying the lines now to the point, and as if I don’t care who hears. She is bored now as Veshinin has now left, and so she feels depressed now, and as she is depressed she is thinking of depressing things. I would tell them about Andrei’s gambling problem quite bluntly. This would show the audience the effect Veshinin’s presence has on Masha. A little later on in the act, after Kulygin has exited, she confesses to her sisters about her love to Veshinin. â€Å"I’ve a confession to make†¦.I can’t keep it any longer†¦.† I would say this conversation with a huge passion as Masha is very in love with Veshinin, and so even talking about him would excite her. I feel she wants something to happen and so coming clean with it to her sisters may hopefully mean that something good may come of it, but this is not so. It’s the first bit of happiness any of the 3 sisters have had since they have moved away from Moscow, and that is a reason why this short conversation with Olga and Masha is very important to Mashas part in the play. She is the only 1 out of the 3 sisters who experiences true happiness during the duration of the play. The fact that she is actually in love with someone, and for them to love her back, is extraordinary to them. Ironically, Masha is the only one who cannot move back to Moscow, as she is married to Kulygin, who works in the school in the are they live in now. This upsets Masha more, and is another reason why her love for Veshinin is so important, because it is the only happiness she has had since she has moved. But the reality kicks in when they hear someone approaching the room. She has to now go back to her husband who she doesn’t love and pretend she hasn’t shared any of this information with her sisters. I would now act solemn and upset again, as once again, I, as Masha, would have to be putting up with sharing my life with a man who I do not love. The audience would see how much Masha loves Veshinin by the passion in her voice and actions when telling her sisters about her feelings. In Act4, it is time for Veshinin to say good bye, as this is the day when all the soldiers are leaving. The atmosphere on stage during this act is a lot calmer than the other 3, as everyone on stage knows the stage in their lives with the soldiers it is nearly over. How to cite With reference to several specific moments in the play, explain how you would perform the role of Masha, Papers

Beowulf2 Essay Example For Students

Beowulf2 Essay Beowulf was written in the eighth century by an unknown author. The story is centered on Beowulf, the main character, who is able to use his super-human physical strength and courage to put his people before himself. He encounters hideous monsters but never fears the threat of death. Beowulf is the ultimate hero who risks his life countless times for immortal glory and for the good of others. Another fictional hero who possessed these qualities is He-Man, a nineteen eighties cartoon super hero. Their backgrounds, their trusted friends, and their super human strength make them epic heroes of their time. The quality that makes them heroes is the deep respect and responsibility he had for his people. His grand father King Hrethel raised Beowulf. Beowulf matured according to the appropriate expectations of royalty. His maturity drove him to test his strengths and abilities to the limit. He had to prove to himself and others that he is of heroic success. Beowulf goes to Denmark to prove his heroism. Like Beowulf, He-Man came from a royal family. When He-Man was not of super natural strength, he was known as Prince Adam of Eternia. He too had royal respect and responsibilities for his kingdom. When Prince Adam turns into He-Man, he would have incredible strength that would help him defend his universe. Both heroes take on the responsibility of fighting for the good of the people. Heroes at times may need a little help. In Beowulfs case, he used an aid of a sword to help defeat Grendels mother. In the battle of the dragon, Wiglaf along with other thanes try to help Beowulf. However when the fight seems to turn against Beowulf, all of the thanes fled except for Wiglaf. In the poem, Wiglaf was more than just someone helping Beowulf, he wholeheartedly demonstrated his loyalty for his lord and was willing to sacrifice his life for him. For He-Man, he used his magical sword to help him throughout all of his battles. But his most trusted friend and pet was Battle Cat. Battle Cat was a huge muscular cat with a saddle upon him that He-Man can ride on. Battle Cat stood by He-Man in every battle. Their trusty swords and their faithful companions helped both heroes conquer their enemies. The most overwhelming proof that Beowulf and He-Man have in common in is their superhuman attributes. Beowulf battles Grendel, with no armor and no sword. With his sheer heroic strength, he is able to rip and tear Grendels arm off his socket. Then Beowulf swims down to fight Grendels mother. Being under water for so long is evidence that he is supernatural. An ordinary man can not hold his breath for more than a minute, let alone an entire day. He-Man has many superhuman qualities as well. In every episode, He-Man would use his strength, speed, and magical powers to sabotage the evil nemesis Skeletors plot to conquer Eternia. Both Beowulf and He-Man used superior and super natural strength against their enemies that contributed to their success. Whether the hero was from an eight century epic poem or a nineteen eighties cartoon series, both had similar traits of upbringings and stature. They set a noble example of relying on the necessity of brotherhood and friendship. Their bravery and strengths surpassed that of mortal men. Their unselfish loyalty makes them revered by all. Beowulf and He-Man are prime examples of epic heroes. Bibliography: