酒店服务及管理.docVIP

第一章 THE GUEST EXPERIENCE _ for hospitality service, customer’s main goal is experience. _ The sum total of the experience that the guest has with The service provider on a given occasion or set of occasions. _ Empathy is an important quality to develop in the employees because the guest experience of tomorrow will require employees to be able to read and understand the guests intuitively, and to show that they are in-tune with them. _ Experience Economy: Providing excellent experience is a successful competitive strategy. Product, Setting and Delivery _ Guest experience = service product + service setting + service delivery system _ Attribution experience: experience of each moment of truth. _ Overall experience: the whole experience. _ Unique, yet similar: _ The wants, needs, preference, tastes, and expectations of guest are different respectively Components of the Guest Experience _ 1. The service product _ Service package or service/product mix; _ Have both tangible and intangible elements; _ The less tangible the service product, the more important the server becomes in defining the quality and value of the guest experience. _ 2. The service setting _ The setting or environment in which the experience takes place. _ The service setting is extremely important to themed restaurants or themed park. Components of the Guest Experience _ 3. The service-delivery system _ Human components: restaurant server; engineer; _ Physical production processes: facilities; _Information systems and techniques. _ Service delivery system are open to consumers. _ Service delivery system can be experienced. _ Human components are the most important component and the most challenging to manage. _ the leading hospitality organization spend lots of time and money finding, training, and supporting their frontline employees. Why? The Nature of Service (1) _ Services are partly or wholly intangible _It is impossible to assess the product’s quality or value accurately or objectively, to inven