Guestology

THC5
Prepared by: Arnel Cruz LPT
 Objectives
• 1. Understand the importance of guestology in delivering exceptional
guest experiences.
• 2. Learn how guestology functions as a tool for businesses to meet and
exceed guest expectations.
• 3. Explore practical ways to apply guestology principles in your own
business or organization.
 Guestology
• Refers to the study and understanding
of guest behavior, expectations, and
preferences
 Service
• - Service refers to the actions and behaviors
performed by individuals or organizations to
meet the needs and expectations of their
guests.
• - It encompasses all interactions and
touchpoints throughout a customer's journey.
 Guest Experience and Expectations
• Guest experience refers to the overall
impression and feeling a customer has
before, during, and after interacting with a
business.
• Guest expectations are the predetermined
standards customers have based on their
previous experiences, marketing materials,
and word-of-mouth.
 Guest Experience and Expectations
3 C’s of Guest experience
1. Communication
2. Convenience
3. Choice
 Meeting Expectations and Achieving
Customer Satisfaction
• The key to meeting guest expectations and
achieving customer satisfaction lies in
delivering on promises and surpassing
expectations.
• Consistency, reliability, and personalized
service play crucial roles in ensuring
customer satisfaction.
 Components of Guest Experience
Ambience
• The physical environment and
atmosphere of a business.
 Components of Guest Experience
Interaction
• The quality of personal interactions
between guests and staff.
 Components of Guest Experience
Product/Service Offerings:
• The quality and variety of products or
services provided.
 Components of Guest Experience
Pricing:
• The perceived value for money offered by
the business.
• Price skimming - involves setting a high
price initially as the product is introduced to
the market to maximize revenues
• Penetration pricing - involves setting a low
initial price to attract many buyers and
increase market share
 Components of Guest Experience
Ease of Use:
The convenience and ease of accessing
and utilizing the products or services.
Service Encounter and the Moment of Truth
• The service encounter refers to the actual interaction between a guest and
a business representative.
• The moment of truth is a critical point in the service encounter where the
guest's expectations are either met or exceeded, leading to satisfaction or
disappointment.
 Origins of the Term Guestology
• Guestology was first introduced by Walt Disney in the late 1980s.
• Disney recognized the need to understand guest behavior and
preferences to provide magical experiences.
• The term has since been widely adopted in the hospitality and
service industries.
• Guestology is the science and art of understanding and meeting
guest expectations.
• By focusing on the guest experience, businesses can improve
customer satisfaction, loyalty, and overall success.
 Importance of Guestology
• Guestology is crucial for businesses seeking to create
memorable experiences and exceed guest
expectations.
• It helps businesses understand guest behavior,
preferences, and needs, ultimately leading to
increased customer satisfaction and loyalty.
 Importance of Guestology
1. Enhancing Guest Experiences:
• - Guestology enables businesses to anticipate and
meet the ever-evolving needs and desires of their
guests.
• - By understanding guest expectations, businesses
can tailor their products, services, and interactions to
create personalized and exceptional experiences.
 Importance of Guestology
2. Building Strong Relationships:
- By applying guestology principles, businesses can
foster stronger connections with their guests.
- This leads to increased loyalty, positive word-of-
mouth, and the potential for repeat business.
 Importance of Guestology
3. Gaining a Competitive Edge:
- Businesses that prioritize guestology gain a
competitive advantage in the industry.
- By consistently exceeding guest expectations, they
set themselves apart from their competitors and attract
new guests.
 Reference
.
• Michael Bhobet B. Baluyot, DHM, CHP Et.Al Quality Service Mngt. In Tourism and
Hospitality ISBN : 978-621-406-332-1
• Chapter 2 Guestology pg 16.
• https://www.scribd.com/presentation/470383041/Chap-1-Guestology
Thank you!