Handout 2 Flashcards
It is the scientific study of people’s needs , expectations, and behaviors in the service industry and uses that information to manage a service organization efficiently.
Guestology
Is the stage of interaction between the hotel and guests .
The guest cycle
It is when the guest interacts with a tourism and hospitality establishment before arrival, like inquiring about services and making a room reservation at a hotel or booking a travel package with a travel agency.
Pre- arrival
Includes hotel registration and room assignment process or travel agents meeting their guests before a tour. The guest usually start their first face- to- face interaction with the employee during this stage. It is a critical stage where guest learn about tourism and hospitality esltablishments’ standards and services.
Arrival
it is when a guest stays in a hotel, or the tourist is already on a vehicle on the way to the different attractions and experiences included in a tour package. It is when their requests and special needs must be met
Occupancy
Is when a guest checks out and leaves a hotel or when the tourist parts ways with the tour guide at the end of a tour. How this stage is handled will determine what experience the guest/ tourist will carry with them.
Departure
It is the totality of the guest’s experiences with the service provider on given occasion.
The guest experience
It is why the customer, client, or guest comes to the organization. It can be tangible products such as hotel room, airline ticket, or restaurant dishes, or intangible products such as the experience in festivals or concerts held in different venues.
Service product
The place where service takes place is called ________
Service Setting
In a simple service situation point-of -view, the entire guest experience is done by a single person in a single moment (employee accommodating customer/guest., but to complete the guest experience , the third component, called the _________ is the direct support or backbone of every establishment to meet their needs and wants.
Service Delivery System
The person-to-person series of interactions between a tourism employee who delivers the service and the guests is called a __________
Service encounter
Is the encounter between the server and the customer, where emotions meet economics in real time and where customers judge the quality of service.
The heart of a service.
represents the points in a guest experience where a critical event occurs, resulting in the customer forming an opinion about the service provider. These are the critical service encounters where the guests either turn away and leave or appreciate the organization’s sercvices and products and continue patronizing them.
Moments of Truth
These happen when guest expectations during an interaction are exceeded. These are events where they experienced difficulties, need help or encouragement, or are welcomed in something extra that the organization has offered.
Positive moments - Moments of Glory
These are the miserable moments of a guest wherein the organization’s products or services disappoints them. They don’t feel heard and are left alone with the problem.
Moments of Pain
Is the event where a person looks for information online and forms the first impression of a brand. For instance, an individual wanting to book accmmodation at a particular destination will look into different social media and review sites to compare properties
Zero Moment of Truth
refers to the time between when a customer makes a purchase and when the get the product.
Actual moment of truth
is when the guest sees the product or gets to use the service for the first time and decides about it. An example is when a guest first arrives at an accommodation property, interacts with the front office staff and sees firsthand the ambiance and environment of the resort
The first moment of truth
refers to the following collection of moments that incorporates the customer’s senses ; what they see, feel, or touch, hear and smellabout the organization’s products and brand thoughout the experience. The various services and products and provided to guests during their stay in an accommodation property exemplify this moment of truth.
Second Moment of Truth
is when the guest is ready to share their opinion about the brand, usually by publishing content, like a public review on the website or or a social media post.
Ultimate/ last moment of truth
are the essential type to please and should be one of the priorities a specific company should keep in mind. This type of customer represents at least 20% of the customer base but is the driving force of most sales revenue.
Loyal Customers
are the best type of suggestive selling. These customers are willing to accept recommendations on products and services
Impulse Customers
type of customers that wait for promos and markdowns offered by an organization. These type of customers contribute to a company’s cash flow because products and servicecs that are seldom purchased at full prices are availed by them
Discount Customers
Are driven by specific need. They only buy for specific reason ,and occasion and immediately leave after getting what they need. These customers are quickly drawn out to other businesses if the price is lower and alternative product will serve its purpose.
Need-based Customers
