Paraphrase First, understand what adult guests and families expect from your service by conducting surveys or interviews. Management needs to understand these expectations and translate them into service quality specifications. Like deciding to create separate zones within the facility to cater to the different needs of adult guests and families. Yet, the quiet areas for adults might need to be soundproofed, and the child-friendly facilities should be safe and engaging. These are the standards that the service must meet to satisfy customer expectations. The service is delivered according to the specifications. Staff should be trained to understand and meet the unique needs of both adult guests and families. Communicate to customers what they can expect from your service. This could be through advertising or direct communication. Know how customers perceive the service they receive. Regular feedback should be collected to understand this. If there's a gap between the expected and perceived service, steps should be taken to close this gap. If the service did not meet customer expectations, the goal is to minimize by continuously improving the service based on customer feedback