Travellers at rest – The Hospitality Industry II

Learning Objectives Explain the relationship between guest satisfaction and employee responses during service encounter Discuss the relationship of personal service to technology in the hospitality workplace

Service – The Mission and product hospitality Amenities :- Features that add material comfort, convenience, or smoothness to social interactions

The nature of the product Hospitality industry – intangible and tangible products Tangible products :- touchable e.g. commercial restaurants Intangible products :- Service in all types of establishments

Issues arising from product delivery Perception of value :- depends on an individual in viewing good or poor service with variables e.g. guest expectations and the firm’s image Service encounter :- period of time in which a customer directly interact with a service

Employee – Guest Relations Factors influencing the guests’ perception :- Employee response to service delivery Employee response to customer needs and requests

Employee – Guest Relations Unprompted and unsolicited employee actions

Principles of achieving guest satisfaction Guest satisfaction is the fulfillment of a guest’s wants and needs Recognize your guest Positive First impression

Principles of achieving guest satisfaction Reduce the effort required of the customer Facilitate customer decision making Focus on the customer’s perception

Principles of achieving guest satisfaction Avoid violating the customer’s unspoken time limits Create memories the customer will want to recapture

Principles of achieving guest satisfaction Expect your customer to remember bad experiences Put the customer in your debt

Hospitality Industry – The Future Factors :- International and multinational influences, globalization, increasing cultural diversity, differing consumer preferences and increasing expectations

Technology and Innovation in lodging Property Management systems:- Combines hardware and software into an Integrated system that handles many functions including :- Reservations, yield management, profiles’ of guests’ preferences and needs, housekeeping data, F&B management

Technology and Innovation in Lodging Internet :- enables potential customers to see locations, rooms, amenities and rates Videoconferencing and business travel :- face-to-face provides a far richer experience than “talking heads” on a video monitor, positive effect on business travel, facilitate contact, increased corporate expansion and individual mobility

Summary Those employees in the industry need to understand to the importance of employee-guest relations With good employee-guest relations you can be assured of a long term business relationships