Transcript Chapter03.pptx

8/7/2016
Hospitality and Tourism Management Program
1
What is the purpose of the guest cycle?
• The guest cycle is a concept used by hospitality and
tourism to:
– Show the flow of various work processes
– Link common tasks to when they need to be
accomplished
– Help employees to understand how to smoothly
transition guests from beginning to end of stay or
experience
8/7/2016
Hospitality and Tourism Management Program
2
Why is Mr. South’s belief in lifelong learning an
important part of his success?
• He knows it is important to:
– Learn something new every day
– Use what you learn throughout your lifetime
– Store learning not needed now for use at a later date
– Look for opportunities to grow your career
8/7/2016
Hospitality and Tourism Management Program
3
How is learning something new every day going to
improve the quality of the guest experience?
• More knowledge means employees will feel:
– Trusted
– Valued
– Respected
– Self-confident
– Professional
8/7/2016
Hospitality and Tourism Management Program
4
What tasks are typically performed during each
stage of the guest cycle?
Tasks:
• Pre-arrival is when decision-based tasks are
accomplished
• Arrival involves introductory-based tasks concerning the
location/destination
• Occupancy is driven by experiential and activity-based
tasks
• Departure involves closing/leaving/payment-based tasks
8/7/2016
Hospitality and Tourism Management Program
5
Why is providing a seamless guest experience such
an important part of the guest cycle?
• Pre-arrival processes should smoothly flow into arrival
• Arrival should naturally transition into occupancy
• Occupancy should be problem-free and deliver on all
promises made to guests
• At the end, occupancy should easily flow into departure
• Departure should be simple for guests to accomplish and
leave with a positive impression
Guests typically remember the last thing to happen, so keep it positive.
8/7/2016
Hospitality and Tourism Management Program
6
What is typically accomplished by guests during the
pre-arrival stage?
8/7/2016
Hospitality and Tourism Management Program
7
What type of thoughts are guests having during the
arrival stage?
8/7/2016
Hospitality and Tourism Management Program
8
What does a property need to accomplish during the
occupancy stage?
• The property should:
– Provide exceptional guest service
– Provide seamless experiences
– Focus guests on the positive
– Build guest loyalty
– Build guest memories
– Encourage repeat guest visits
8/7/2016
Hospitality and Tourism Management Program
9
Why is it important to invest the same amount of
effort into the departure stage as the others?
• Guests:
– Will remember the last thing they experience the
longest
– Are looking for closure to the experience
– Enjoy a warm “Goodbye” and “Please come again”
– Want to focus on the memories of the experience
8/7/2016
Hospitality and Tourism Management Program
10
What is the purpose of the guest concept in the
hospitality and tourism industry?
• Allows the industry to:
• Host guests in their place of business
• Provide tangible products such as guestrooms, activities,
and meals along with intangible items such as
exceptional guest service
• Be capable of meeting and exceeding guest
expectations
• Depend on guest service as a way to build guest loyalty
and bring in repeat business
8/7/2016
Hospitality and Tourism Management Program
11
How does the emotional engagement of employees
impact job performance standards?
• Emotionally engaged employees will provide more than
typical guest services. They will:
– Add value
– Be more thoughtful
– Show care and respect
– Raise the guest experience to a higher level
There is a difference between serving and caring for a guest!
8/7/2016
Hospitality and Tourism Management Program
12
How is hosting guests different from having guests
visit or stay at a hospitality destination?
• Hosting involves employees who feel:
– Pride in where they work
– Enjoyment in the work they do
– Guests are a welcome part of the job, not a duty to be
fulfilled
8/7/2016
Hospitality and Tourism Management Program
13
How has the increase in global travelers changed the
types of services wanted or needed by guests?
• Guests today expect
hospitality and tourism
employees to be:
– Aware of multicultural
guest expectations
– Able to provide
flexible, customized
on-the-fly services
8/7/2016
Hospitality and Tourism Management Program
14
What key elements have caused such a big change
in the global traveling public?
• Guests today are from:
– A diverse variety of countries and cultures from all
over the globe
– The most remote section of earth to the very nearest
part of the world
– A global community, all interested in learning more
about one another
8/7/2016
Hospitality and Tourism Management Program
15
Why do people want to learn about things that are
both familiar and not familiar to them?
• Guests wants to find a balance between:
– What they know and do not know
– New and familiar experiences
– What is comfortable and what is completely different
from anything they have ever seen, eaten, been, or
stayed at
8/7/2016
Hospitality and Tourism Management Program
16