GUESTOLOGY

GUESTOLOGY

"Guestology" is a practice used to provide top quality service which will be beneficial to any organization. The main purpose of this is to simply put the guests welfare because the goal is that employees must treat every customers as guests and manage the organization from the guest's point of view.

SERVICE DELIVERY

SERVICE SETTING

SERVICE PRODUCT

CREATING A SHOW- The service product in this part of the guestology is the destination itself together with its people, "the show" will occur when guests feel like they are immersed and part of a living motion picture.

CREATING A FANTASY - Physical environment is vital to the success of guestology in order to provide "the show" and bring the guests into the fanstasy world.

This strategy has been used by many hospitality organizations to enhanced the guest experience by theming. Through this, it will add value and create a uniue setting that will guarantee a guests satisfaction.

In creating "the show", it is important that everything in the place that the guests sees, feels, smell and other senses reflects to the theme the organization created. (e.g . The Disney Show Parade)

Some of the examples are as follows: - The Airplane-themed restaurant - The Titanic-themed hotel - The Disney-themed Cruise

Using a theme is definitely not easy but creating a show is worth the guests satisfaction and most importantly with the objective of providing quality and extraordinary experiences.

SERVICE PRODUCT

SERVICE SETTING

BENEFITS OF GUESTOLOGY

SERVICE DELIVERY

Increases Guest Satisfaction - Since the organizations' system is to meet and exceed the guests expectation, this guarantee an increase of growth satisfaction considering the application of guestology.

SERVICE DELIVERY - This part of the guestology can be the most crucial as this is where the goal of exceeding the guests expections will occur and if the service delivery is successful.

In this part, it is important to pay attention to every detail of the delivery of products and services. This includes for example the servers, front desks, receptions and other forms of service delivery because they plays an important role to the guests experience. Therefore, they can be the most significant component to the service delivery system since they are the one interacting with the guests and they can make a difference.

Repeat Business - When a guests expectation is met and was provided an excellent service with a worthwhile experience, repeat business is always possible.

Incresead Revenues - Whenever a satisfied guest leave the place with a smile, there is a probability of repeat business and even bring more guests to share an experience. More guest is therefore more revenue.

Guerrero, Jucel Grace V. QUALITY SERVICE MANAGEMENT HT334ITTM