University:
California State University, Northridge
Course:
RTM 314 | Hospitality and Customer Service
Academic year:

2023
Views:

424

Pages:

12
Author:

sonalhava9qv

THE HOSPITALITY INDUSTRY The hospitality industry is made up of organizations that offer guests, courteous, professional food, drink and lodging services, alone or in combination. THE HOSPITALITY INDUSTRY Even more challenging for those in the hospitality organizations is the simple reality of service quality and service value are defi ned not by the managers, auditors, or rating organizations. hospitali ty industry guest experience sum total of the experience that the guest has with the service provided on a given occasion or set of occasions; moments of truth any key or crucial moment or period during a service encounter, a make or break moment; subsequently expanded by others to include any significant or memorable interaction guestolo gy. guestolo gy the study of guests and their behavior their wants, needs and expectations with the aim of aligning the organization’s strategy, staff and systems so as to provide outstanding service to guests. the gue st exp erie nce. SERVICE PRODUCT SERVICE SETTINGS SERVICE DELIVERY guestologist A guestologist seeks to understand and plan for the expectations of an organizations’ target customers before they even enter the service setting, so that everything is ready for each guest to have a successful and enjoyable experience. service. intangible part of a transaction relationship that creates value between a provider organization and its customer, client or guest Services can be provided directly to the customer, or it can be done for the customer. Services can be provided by a person or via technology. How to Provide Outstanding Service 1. Listen to the Guest 2. Be Proactive 3. Personalize the Experience 4. Use Technology Wisely sectors. tangibility spectrum. comparing goods and services