GROUP 2

STRATEGIC MANAGEMENT AND TOTAL QUALITY MANAGEMENT

Rhein Angela Apolinar Jay Vincent Erce

Jane Armcile Castante Charisse Kate Ong

Angel Benzon Reynaline Arevalo

 T IN G T H E
SET E
N E FO R T H
SC E
GU E ST
P E R IE N C E
EX
Refers to the
environment and
atmosphere
created by a
hospitality
establishment to
enhance the
guest's overall
experience.
 C O M P O N E N T
T H E 3
E N T S O F T H E
ELEM C E
S T E X P E R IE N
GU E
 1. THE SERVICE ITSELF

2. THE SERVICE ENVIRONMENT

3. THE SERVICE DELIVERY SYSTEM

 T HE
“ SH O W ”
The environment is in
effect the setting for a
dramatic production
or play in which the
guest is a participant.
Walt Disney originated
the idea that a guest
experience can be
unified and enhanced if
it is based on a theme.
 E
THNG M I
 •a way to add value to the •Enhances visual stimulation.
guest experience.

•Contributes to the maintenance of •Creates an emotional connection

the fantasy. with the experience.

•It gives guests something to talk •Provides additional confirmation of

about after they’ve gone home. the experience’s value.
CONTROL AND FOCUS
To maintain the
illusion of fantasy in a
themed service
setting, the
experience, as is true
of any good story,
must be controlled
and focused.
SETTING
Creating the right setting
can play a significant role
in influencing guests'
mood, emotions, and
overall satisfaction.
ASPECTS OF THE
PHYSICAL SETTING
•Building Design
•Lighting
•Colors
•Equipment
•Signs
•Employee uniforms
•Smells
•Sounds
•Materials
4 ELEMENTS TO ENHANCE GUEST
EXPERIENCE
PHYSICAL
01 ENVIRONMENT 03 SCENT

02 LIGHTING
04 MUSIC
 1. PHYSICAL
ENVIRONMEN
T
One aspect of setting the scene is the physical
environment. The decor, including furniture,
artwork, and colors, should be carefully chosen to
create a pleasant and welcoming atmosphere.
2. LIGHTING
Is another crucial element in setting the
scene. Different lighting effects can create
various moods, from a warm and cozy
ambiance to a vibrant and energetic
atmosphere.
The sense of smell also plays a part in
3. SCENT
setting the scene. Pleasant scents, such as
freshly baked bread or aromatic flowers,
can help create a relaxing and inviting
atmosphere.
 4. MUSIC
Music and sound are often used to set
the mood in hospitality establishments.
The choice of music should align with
the desired ambiance, whether it be
upbeat and lively for a vibrant bar or
lounge, or soothing and calming for a
spa or hotel lobby.
SUMMARY
In summary, setting the scene for the guest
experience is a vital aspect of hospitality. By
carefully curating the physical environment,
lighting, scent, and music. establishments can
create a unique and memorable experience for
their guests. This attention to detail can set them
apart from competitors and leave a lasting
impression on guests.
T h a n k
yo u !