Name: GREGORY LOI P.

ROMANO Course/Year/Section:BSHM 2D

Please watch the video uploaded from youtube to our google classroom and messnger. Answer the
following questions and submit your responses in a document form through google classroom or
Messenger(PM)

1. According to Mr. Ignacio the presenter, what is GUESTOLOGY and what it is all about? Who
originated guestology?:Guestology is the study of customer’s point of view and the term
originated by Bruce Laval by Walt DIsney.

2. How does the author of guestology come up with the idea to focus on guests’ experiences in
order to satisfy the customers? :while waiting for his two daughters he be goned to watch other
customers and he start asking himself on how their experience will improve.
3. How important is the study of this study to Tourism and Hospitality Industry? : Geustology is the
study on how customer will get the best experience so that you can exceed customers
expectation.
4. According to the speaker, what are the strategies to meet the guest expectation? : They have six
consept which they believe a vital components on bringing service excellence and whic are
service theme,service standard,cast,setting,process and integration.
5. What is your opinion on the saying that “Treat each customer like a guest, and always start with
the guest?: Treating customer as guest makes them feel more welcome and improve the
customer impression and make them feel that they are not just someone who paid money for
the service.

Prepared by:

MARIA LETECIA C. BARELA

Instructor