School of Hotel & Tourism Management

~~

UBHA108L - Hotel Guest Cycle

Theory
Digital Assignment - 2

Guest Service Delight

Name : Mohammed Umar Fawwaz. A

Register no. : 23BHA0014

Course code : UBHA108L

Faculty : Prof. SATHISH KUMAR. E. T

1|Page
 TABLE OF CONTENTS
Sl. No CONTENT Page No.

1 Introduction 3
2 Guest Service Delight 4-5
3 Conclusion 6
4 Reference and bibliography 7

2|Page
Introduction:

 Customer delight is the process of exceeding a customer's

expectations to create a positive experience with your product or
brand. Delight is about providing a remarkable experience to users
through focusing on their needs, interests, and wishes.
 If you want to retain customers and generate positive word-of-
mouth, then it’s essential to intentionally create a delightful
customer experience.
 Customer delight is not just about responding to tickets or providing
the minimum required service for customers to purchase your
product. You’ll need to surpass expectations.
 The good news is that this results in increased peer-to-peer
recommendations, higher customer loyalty, and decreased
customer churn.
 Let's take a deeper look into customer delight and check out several
examples from companies that surpass customer expectations.
 Discounts, gifts, promotion, or spontaneous outreach can all
increase customer delight.
 By going above and beyond, you can increase the chances of
customers remaining loyal to your brand long-term. The goal of
delight is to leave these people so satisfied and happy that they go
out and sing praises to your brand.

3|Page
Guest Service Delight:

 Personalization: Guest Service Delight revolves around

understanding individual preferences and tailoring the experience
to meet the unique needs of each guest.
 Anticipation: A key aspect is the ability to anticipate guest needs
before they are expressed, ensuring a proactive and seamless
service.
 Warm Welcome: Creating a positive first impression with a warm
and genuine welcome sets the tone for a delightful guest
experience.
 Attention to Detail: Meticulous attention to even the smallest
details contributes to an overall sense of care and dedication to
guest satisfaction.
 Prompt and Efficient Service: Responding promptly to guest
requests and providing efficient service contributes to a seamless
and enjoyable stay.
 Memorable Moments: Guest Service Delight involves creating
memorable moments that go beyond standard expectations, leaving
a lasting positive impression.
 Empathy: Understanding and empathizing with the needs and
emotions of guests fosters a connection that goes beyond
transactional interactions.
 Flexibility: Being adaptable to guest preferences and willing to
accommodate special requests contributes to a sense of flexibility
and personalized service.
 Consistency: Providing a consistently high level of service across all
touchpoints ensures that guests can trust and rely on the quality of
their experience.
 Communication: Clear and open communication is essential in
understanding guest expectations and addressing any concerns
promptly.
 Surprise and Delight: Going the extra mile to surprise guests with
unexpected gestures or amenities adds an element of delight to
their experience.

4|Page
  Empowered Staff: Empowering staff to make decisions and take
initiative in delivering exceptional service enhances the overall guest
experience.
 Quality Amenities: Offering high-quality amenities and services
contributes to the overall satisfaction and comfort of guests.
 Feedback Loop: Establishing a feedback loop allows guests to share
their experiences, enabling continuous improvement in service
delivery.
 Cultural Sensitivity: Recognizing and respecting the diverse
cultural backgrounds of guests ensures an inclusive and welcoming
environment for all.

5|Page
Conclusion:

 Well, not quite. In a truly successful inbound organization, customer

delight is everyone's responsibility — not just those people your
customers may come into contact with after buying something from
you.
 The most successful inbound organizations have teams that
collaborate to delight both their current and potential customers. Of
course, your customer service and support teams play a large role
here, but so do all other customer-facing departments such as
marketing, sales, and product.
 When you accomplish this, you'll build a strong relationship with
your customers that makes them want to remain loyal brand
advocates and promoters.
 Now, you might be thinking, this sounds a lot like customer
satisfaction, but they really are two different things. So, let's take a
look at what makes customer delight unique from customer
satisfaction.
 In conclusion, Customer delight is the process of surpassing
customers' expectations to build a long-term, positive experience
around your product or service and brand. Customer satisfaction
happens when you simply meet customers' expectations.

6|Page
Reference and bibliography:

 https://blog.hubspot.com/service/customer-delight#:~:text=Customer%20delight%20is
%20the%20process,needs%2C%20interests%2C%20and%20wishes
 https://www.pipedrive.com/en/blog/delight-the-customer

7|Page