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.