University of Science and Technology of Southern Philippines
Alubijid │Cagayan de Oro │Claveria│ Jasaan │ Oroquita │Panaon
Name: Nahial, Maria Angelica S. Date: Nov. 20, 2023
Course & year: BSHM 3A
Exercise 1: Final Term
Service failure in the hospitality industry refers to instances where the service provided
falls short of the guest’s expectations or industry standards. This could manifest in various ways,
such as delayed service, rude behavior from staff, cleanliness issues, reservation errors, or any
other aspect that negatively affects the guest experience. Addressing service failures promptly and
effectively is crucial to maintaining customer satisfaction and loyalty in the competitive hospitality
sector. Establishments often implement robust service recovery strategies to minimize the impact
of these failures and demonstrate their commitment to guest satisfaction.
1. Eating at a restaurant and we ordered a meal. When the food is served and we started
eating, we noticed that the rice are not cooked well. There are still rice grain that are
uncooked.
Treatment- Negative, since they didn’t bother to tell if the rice is not properly cooked. And
there are other customers ordering so they will still probably serve rice.
2. When me and my friends visited the CDO Uptown mall which is the SM Mall we dine in a fast
food restaurant which is the Jollibee. My friend order for us and she ordered small sizes of
drinks, after some time my friend is shocked when she sees that the drinks that are being
served are sizes large when in fact she ordered sizes small.
Treatment- Negative, my friend approach the cashier about the order but the cashier didn’t
bother to explain. Since we are hungry and we couldn’t do about the situation, we just ate it.
3. When walking home late after school, sometimes I just stopped by and buy some food for
dinner. When I just said my order I noticed that the “tindera” is not approachable and when
asking about the food, her eyebrows are just furrowed.
Treatment– Negative, she didn’t bother to smile and to change the look of her face when I
was buying the food. She just left after giving the food to me.
4. When I and my family dine at a restaurant in Gingoog City, my father ordered food for us
and my mother get some water for us to drink while waiting for the food. I get a little
inpatient since I was hungry and the food takes longer to be serve. The waiter didn’t tell
how many minutes we should wait.
Treatment- Positive, when the server arrived carrying the food, he apologized for the
delayed service and give us a complimentary drinks which is a lemon juice.
5. My friends and I stroll around Gingoog City and we decided to eat in a restaurant near the
CKC, when entering we noticed that there are few people dine in and we decided to take the
spot near the window. It was unclean and the other waitress didn’t take a little time to clean
it. We approach the waiter and said that we are eating un that spot.
Treatment- Positive, she apologized and clean the table right away and served us food in no
time.
