HTMP1 SY2021-22

WestJet Study

05.09.2022

WestJet is a company that has defied all odds to become a favorite among Canadian travel agencies and consumers. Created in 1996, WestJet is an excellent example of a "Fostering care culture," with its distinct presence and methods of customer service. An example of WestJet's Fostering care culture includes boarding passengers by sock color and zodiac sign, devising promotions that enable passengers with names such as 'Love' and 'Heart' to fly free on Valentine's Day, and entertaining guests with musical instruments when the plane is stranded during an ice storm. This airline not only assists guests like no other, but it also comes in as useful with many amusing anecdotes and experiences from their customers reported all over the world, such as when WestJet's Manager of Public Relations, Robert Palmer, disguised himself as "Elvis" on three separate flights. This organization which aids in the development of a strong link between its staff and consumers places a high value on internal and external service quality. 'What won't go away is our focus on the visitor and our staff,' says Palmer. WestJet's value system is that they hire for attitude and train for skill, which results in profit going to their CARE Department. CARE is an acronym for Create a Remarkable Experience. Hundreds of events are held by the department across Canada, ranging from simple pizza parties to Christmas and profit-sharing events.

Applying the new concept about fostering care culture in my family can include concocting fun and creative activities for family-bonding. As maintaining a healthy relationship is important, fun family-bonding activities will enable my family members and I to build a better relationship where we are kind and supportive to one another.

I was surprised when I read how they can board passengers by sock color or zodiac sign. I think it is a cool and unique idea that will give the customers a fun experience. Reading about how the travel agent performed for the passengers when their plane was stranded also surprised me. Organizations such as WestJet that go out of their way to serve and entertain their customers deserve a lot of praise.

Omotenashi

04.19.2022

After doing some research, I have learned that omotenashi (お持て成し) is Japan's concept of hospitality. The five basic principles of omotenashi include the following: greeting the customers, being friendly and smile, use appropriate language, be presentable, and act appropriately. The term 'omotenashi' means to wholeheartedly look after guests. 'Omote' refers to your "public face (the image you want to present to others)," while 'nashi' refers to nothing. It all adds up to service that comes from the heart - no concealing or pretending, just honest service. Omotenashi originates from sado (Japanese tea ceremony), in which the tea master stands in front of the audience and prepares tea in an open and transparent manner. It is now the microcosm of the country itself, expressing the Japanese hospitality culture in which care is prioritized over expectation.

Although omotenashi is different compared to the hospitality here on Guam, I can still apply this. I can apply this by following the principles of omotenashi as well as treating my customers from the heart. Because this philosophy is about treating customers from the heart, it is something anyone can do. It is simple as it also ties in with the golden rule which is to do unto others as you want done unto you. Although omotenashi is done without the expectation of anything in return, I believe it will leave a positive impact on both the customer and server.

Team Members: Nicole Fernandez, Ashley Estabillo

Works Cited

Nienke, A. "Omotenashi: The Secrets of Japanese Hospitality Culture You Need to Know." Travel Tester, 14 Oct. 2021, thetraveltester.com/omotenashi-japanese- hospitality/. Accessed 25 Apr. 2022

"Omotenashi - Japanese National Tourism Organization." Japan National Tourism Organization (JNTO), japan.travel/en/au/experience/culture/omotenashi/. Accessed 25 Apr. 2022

Phanthanh Cornelius. "Japanese Hospitality: A Look into Omotenashi." Go! Go! Nihon, 26 Apr. 2021, gogonihon.com/en/blog/japanese-hospitality-a-look-into- omotenashi/. Accessed 25 Apr. 2022

'At Your Service' Spotlight: Isadore Sharp, Four Seasons Hotels and Resorts

03.31.2022

I have learned numerous facts about the Four Seasons Hotels & Resorts whilst reading this section in the book. It was founded on March 21, 1961 by Isadore Sharp in Toronto, Canada, and began its international expansion in 1970. There are more than 100 properties in 47 countries. Sharp sought to set Four Seasons apart from the competition by offering its guests unparalleled service (unparalleled service = to support customers or partners in numerous ways). The significance of the Four Seasons Hotel is that they are consistent and have extremely high guest loyalty, and they provide a unique atmosphere and architecture at each of its locations.

Four Seasons Hotels & Resorts is an international luxury hotel and resort company. Sharp's philosophy has always been that service is more important than fixtures and fittings. His company follows the Golden Rule, to "treat others the way you want to be treated." Its approach towards customer service guides employees' actions towards its guests, business partners, and with each other. His Golden Rule has given Four Seasons a remarkable record of customer service excellence for half a century. This chain has approximately 118 hotel properties in 47 countries all over the world. Four Seasons pioneered numerous advances in the hotel industry. Isadore first revolutionized the hotel sector by combining customized genuine care with an unwavering commitment to quality. His belief that attitude is more important than experience is also something introduced to the world of hospitality. This chain started with a motel in downtown Toronto opening for business in 1961. Its consistency is what has paid off for the Four Seasons that we know today.

I learned that before Isadore Sharp founded Four Seasons Hotels & Resorts, he had a background of architecture and construction. He worked with his father in MaxSharp & Son. I learned that he was the first to introduce shampoo in bathrooms as well as value-added extras such as room service, bathrobes, and laundry service.

'At Your Service' Spotlight: Joe Nevin - Catering the Needs of the Baby Boomers

03.11.2022

In this case study, I learned that Joe Nevin, an instructor, established an organization called Bumps for Boomers. It is a market aimed specifically towards baby boomers (people born from 1946-1964) in Aspen, Colorado who wish to enhance their skiing skills. The luxurious resort include amenities and services to ensure the costumer's needs are satisfied and have them raving about their experiences. A new concept that was introduced is the idea of using market segments. Dividing a target market into approachable groups is something I never knew about until now. If I were to launch a marine sports for Gen X on Guam, some tips I can adopt from this spotlight include learning about the specific target group's needs and how to meet them. This will ensure that my business runs well, and that my customers will spread the word about their positive experiences.

Vocabulary

1. keen (adj.) = (of sense) highly developed

sentence: Dogs have an extremely keen sense of smell.

2. mogul (n.) = a bump on a ski slope formed by the repeated turns of skiers over the same path

sentence: Smashing down mogul fields all day long is a baby boomer's idea of fun.

3. longevity (n.) = long life

sentence: According to the expiration date, the lipstick can still be used as the longevity of the product is two years.

4. mantra (n.) = a slogan or statement repeated frequently

sentence: When Jay meditates, he repeats a calming mantra numerous times, for it keeps him calm.

5. lucrative (adj.) = producing a great deal of profit

sentence: The woman was in search for a husband with a lucrative job, for she needed assistance with her pecuniary needs.

The Case Study: The Lopesan Group, Gran Canaria, Spain

02.23.2022

In the case study, I learned that the Lopesan Group ensures that their guests' demands are met. Not only that, but they also provide better customer service with amenities in the hotel. The case study is about the various ways in which the Lopesan Group maintains a high level of service. Some new concepts in customer service that surprised me is the the utilization of fragrances and sounds are used to appeal customers' senses. When guests order a particular drink on their room key card, waiters will already know their favorite tipple the next day. This case study can be applied to Guam's hospitality as it is a good reference for improving our customer service skills. Guam's hotels can improve their amenities and provide consistent service.

Transportation: Lodging:

Lam Tours & Transportation, Bus Driver Hyatt Regency, Front Desk Clerk

Food & Beverage: Recreation/Entertainment:

Ajisen Ramen, Waiter/Waitress Alupang Beach Club, Guest Relations Facilitator

My Dream Destination

9.17.2021

Transportation

Airline: Philippine Airlines

Route: Guam to Manila (3 hours 50 minutes), Layover: (12 hours 40 minutes in Manila), Manila to Jakarta (3 hours 55 minutes)

Stopover: Manila, Philippines (12 hours 40 minutes)

Flight Numbers: Philippine Airlines 111 (GUM-MNL), Philippine Airlines 535 (MNL-CGK)

Price of Airfare: $1,024 (per traveler), Seating Class: Economy

Flight Duration: 20 hours 25 minutes

Documents Required for Entry:

• A valid Passport

• A valid Visa/Stay Permit/Re-Entry Permit

• A health certificate in English and a negative PCR test result issued within 48 hours (2x24hour) prior to departure for Indonesia

• A completed electronic Health Alert Card / e-HAC

• A statement of willingness to comply with local quarantine requirements and to pay for the expenses that may occur during a required treatment at a local medical facility.

• A valid health insurance for your stay in Indonesia

Recreation/Entertainment

I want to shop and do a lot of sight-seeing. The places I will visit are: Taman Anggrek Mall, the Monas Tower, Taman Mini Indonesia Indah, and Kota Tua.

Food & Beverage:

Local food I want to try:

• gorengan

• martabak manis

• kerak telor

• roti bakar

• sate (satay)

• The time difference between Guam and Jakarta is 3 hours. Guam is 3 hours ahead of Jakarta.

• The currency exchange rate is:

1 United States Dollar = 14,240.75 Indonesian Rupiah