The Basics of

Guest Service
Chapter 1
What is Excellent Guest
Service?
What is Excellent Guest Service?
►Guest Service is the lifeblood for any hospitality industry.
Hospitality will perform well only when it will be able to
provide excellent customer service to its customers.
►Customer service is one of the major factors that can bring
back customers again and again to you. Thus, your customer
service must be of quick and should be of excellent quality so
that your customers always go happy from your place.
What is Excellent Guest Service?

Guest service – is defined as an organization’s ability to meet

the needs and desires of its customers.
Excellent Customer Service – is a vital part of marketing for
tourism enterprises. It is the ability of the organization to
consistently exceed the expectations of its customer.
What is Excellent Guest Service?
Here are some ways to define excellent guest service:
• Flexible in approach to check in times (hotel)
• Friendly, attentive and empowered staff
• Personalized customer experience and attention to
detail
• Clean, Tidy, comfortable rooms (hotel)
• Being treated as you would like to be treated yourself
The Nature of Customer Service
Customer Service can be defined as ‘a series of activities
designed to enhance the level of customer satisfaction – the
feeling that a product or service has met customer
expectations.’

◘ INTEGRATED
- Tourist travel because they want to enjoy new
experiences and the associated feelings which they would
not come across their daily life.
The Nature of Customer Service
Example:
• Pre trip services such as inquiry and booking
• during the trip such as transport, food and
beverage, accommodation, entertainment and
sightseeing etc.
The Nature of Customer Service

◘ DIRECT – all customer services are provided to

customers in a direct, timely and immediate manner
◘ EMOTIONAL – in addition to practical needs,
customers have emotional needs such as fulfilling the
need for recognition and respect during their trips.
◘ TIMELY – “Moment of Truth” is about the effects of
customer and employee interaction when there is
opportunity for the business to impress or upset the
customers.
The Nature of Customer Service
◘ IMPROVISING
- Customers have different needs, and want
services that will satisfy them. It is important that at
any time, customer service staff should be prepared to
satisfy the needs of different customers.
The Importance of Good Customer
Care
What customer expect and what customers actually get can be
completely different! Guests will expect:
◘ the right product or service
◘ at the right price
◘ at the right time
◘ in the right place
◘ with positive and helpful manner from staff
The Importance of Good Customer
Care
Apart from their specific expectations about the products and
services , customers expect that anyone dealing with them will:
• Listen to them
• understand them
• care about them
• treat them as individual
•treat them intelligently
Customer Satisfaction in the
Hospitality Industry
○ Customer Service
○ Environment
○ Security
○ Value
○ Measurability
Understand Customers
Expectations
Reliability – The ability to perform promised service dependably
and accurately
example: timely service and delivery of the product
Assurance – The knowledge and courtesy of the employees and their
ability to inspire, trust and confidence.
Tangibles – The physical facilities should be visually appealing and
in keeping with the type of services provided, equipment used to
provide the service, appearance of the personnel, and behaviors of
the customer match with the type of services provided.
Understand Customers
Expectations
Empathy – The care and individual attention the
company provides to its customers
Responsiveness – The willingness to help the customers
quickly by providing prompt and efficient service.