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Week 3 THC5 Guestology

Guestology refers to understanding guest behavior, expectations, and preferences in order to deliver exceptional experiences. It helps businesses enhance experiences, build strong relationships with customers, and gain a competitive edge. Guestology is important because it allows businesses to anticipate guest needs, tailor their offerings, and consistently exceed expectations, leading to increased satisfaction, loyalty, and success.

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203 views20 pages

Week 3 THC5 Guestology

Guestology refers to understanding guest behavior, expectations, and preferences in order to deliver exceptional experiences. It helps businesses enhance experiences, build strong relationships with customers, and gain a competitive edge. Guestology is important because it allows businesses to anticipate guest needs, tailor their offerings, and consistently exceed expectations, leading to increased satisfaction, loyalty, and success.

Uploaded by

cruzarnelsalcedo12
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
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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!

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