Guestology and Guest Cycle Vocabulary

Vocabulary flashcards covering key terms from guestology, the guest cycle, moments of truth, and related concepts.

Guestology

The scientific study of people's needs, expectations, and behaviors in the service industry used to manage a service organization and shape the total guest experience.

Guest Cycle

A four-stage framework of guest interaction with a hospitality business: Pre-Arrival, Arrival, Occupancy, and Departure that guides operations.

Pre-Arrival

The stage before arrival when guests inquire about services and make reservations.

Arrival

Stage of check in, room assignment, and first face to face interaction where guests learn about standards and services.

Occupancy

Stage when guests stay or are en route to attractions; where requests and special needs are addressed.

Departure

Stage of checkout or end of tour; how it is handled shapes the final guest impression.

Guest Experience

The totality of a guest experiences with a service provider on a given occasion.

Service Product

The tangible and intangible offerings that bring guests to the organization, such as rooms, tickets, or experiences.

Service Setting

The place where service occurs; its design and ambiance affect the guest experience.

Service Delivery System

The backbone that delivers the service, combining inanimate technology and staff to meet guest needs.

Service Encounter

The person to person interactions between staff and guests, including automated or self service moments.

Moments of Truth

Critical events in the guest journey where impressions are formed, categorized as positive or negative.

Moments of Glory

Positive moments when guest expectations are exceeded and the experience shines.

Moments of Pain

Negative moments when service disappoints; identifying them helps reduce customer churn.

Zero Moment of Truth

The information seeking online moment that forms the first impression of a brand.

Actual Moment of Truth

The period between when a purchase is made and when the product is received.

First Moment of Truth

When the guest first experiences the product or service and forms an initial judgment.

Second Moment of Truth

The following moments that engage the senses throughout the experience.

Ultimate Moment of Truth

The final moment when the guest shares feedback or reviews about the brand.

Guest Expectations

Beliefs about what a hotel, restaurant, or travel service should deliver, shaped by brand familiarity and past experiences.