Guest Experience in Hospitality

Study Notes

Definition of Guest Experience: a customer's direct and personal interpretation of their participation and interaction in the service process and its output.

Products: outputs like food and drink provided by a restaurant, or the ability to construct a spreadsheet after a training course.
Benefits: the advantages provided by the service product, such as a longer and better life after a heart transplant, or better prospects and salaries after a diploma.
Emotions: feelings resulting from experiencing service results, such as joy, surprise, love, fear, anger, shame, and sadness.
Judgements: customers' assessment of the service received, weighing benefits against costs, which affects their perceived value of the service.
Intentions: customers' judgements resulting in intentions, such as repurchase, recommendation, or complaint.

Operations Perspective: involves inputs, processes, and outputs.
- Inputs: resources such as GP, nurses, surgeon, bed, and operating theatre.
- Processes: activities such as diagnosis, operation, and aftercare.
- Outputs: results such as hip replacements.
Customer Perspective: involves experience, products, and benefits.
- Experience: aspects such as ease, empathy, and pain-free.
- Products: outputs such as a working hip.
- Benefits: advantages such as greater mobility.

Perishability: services cease to have value after a relatively short time and cannot be easily stored.
Importance of Accurate Demand Forecasting: helps to plan service capacity and match capacity with demand.