1. Travellers at rest – The Hospitality Industry II

2. Learning Objectives Explain the relationship between guest satisfaction and employee responses during service encounter Discuss the relationship of personal service to technology in the hospitality workplace

3. Service – The Mission and product hospitality Amenities :- Features that add material comfort, convenience, or smoothness to social interactions

4. The nature of the product Hospitality industry – intangible and tangible products Tangible products :- touchable e.g. commercial restaurants Intangible products :- Service in all types of establishments

5. Issues arising from product delivery Perception of value :- depends on an individual in viewing good or poor service with variables e.g. guest expectations and the firm’s image Service encounter :- period of time in which a customer directly interact with a service

6. Employee – Guest Relations Factors influencing the guests’ perception :- Employee response to service delivery Employee response to customer needs and requests

7. Employee – Guest Relations Unprompted and unsolicited employee actions

8. Principles of achieving guest satisfaction Guest satisfaction is the fulfillment of a guest’s wants and needs Recognize your guest Positive First impression

9. Principles of achieving guest satisfaction Reduce the effort required of the customer Facilitate customer decision making Focus on the customer’s perception

10. Principles of achieving guest satisfaction Avoid violating the customer’s unspoken time limits Create memories the customer will want to recapture

11. Principles of achieving guest satisfaction Expect your customer to remember bad experiences Put the customer in your debt

12. Hospitality Industry – The Future Factors :- International and multinational influences, globalization, increasing cultural diversity, differing consumer preferences and increasing expectations

13. Technology and Innovation in lodging Property Management systems:- Combines hardware and software into an Integrated system that handles many functions including :- Reservations, yield management, profiles’ of guests’ preferences and needs, housekeeping data, F&B management

14. Technology and Innovation in Lodging Internet :- enables potential customers to see locations, rooms, amenities and rates Videoconferencing and business travel :- face-to-face provides a far richer experience than “talking heads” on a video monitor, positive effect on business travel, facilitate contact, increased corporate expansion and individual mobility

15. Summary Those employees in the industry need to understand to the importance of employee-guest relations With good employee-guest relations you can be assured of a long term business relationships