Do guests prefer servers who have their own unique way of doing things over robotic, standardized service?

• A. No; soon technology will perform nearly all human functions.
• B. No; standardization delivers consistency and can be done hospitably.
• C. Yes; guests prefer unique server performance but want standardized sanitation.
• D. Yes; guests prefer unique server performance but want standards for food.

Answer: (B)

The idea being tested is that guest satisfaction hinges on reliable, predictable service delivered in a warm, hospitable way. Standardization provides consistency across servers and shifts, so every guest gets the same high-quality experience. It also supports training, efficiency, and safety precautions, including sanitation, without sacrificing friendliness. When service is standardized, staff can still be attentive and courteous, but within clear guidelines that ensure reliability. While personal touches can enhance the experience, they should fit within established procedures to maintain uniform quality for all guests.