Characteristics of Quality Service and Guestology Flashcards

A set of vocabulary flashcards based on the lecture notes regarding hotel service quality, guestology, and the characteristics of service culture for Senior High School students (S.Y. 2026-2027).

Hospitality Industry

One of the largest service industries in the world consisting of establishments that provide accommodation, food, beverages, recreation, and other services to travelers and guests.

Hospitality (Hotel Setting)

Showing courtesy, professionalism, respect, and genuine concern for guest comfort and satisfaction beyond simply serving them.

Service Quality

The ability of a hotel or hospitality establishment to consistently meet or exceed guest expectations through excellent service delivery.

Service Culture

The shared values, attitudes, beliefs, and behaviors within an organization that prioritize excellent customer service and commitment by every employee.

Guest-Centered Mindset

An element of service culture where employees place guest needs at the center of every decision and action.

Teamwork (Service Culture)

Cooperation among departments such as Front Office, Housekeeping, Food and Beverage, Engineering, and Security to provide excellent service.

Professionalism

The demonstration of proper grooming, respectful communication, positive attitude, and ethical behavior by employees.

Continuous Improvement

The ongoing enhancement of hotel services through staff training, guest feedback, and performance evaluations.

Guestology

The study and understanding of guests, their needs, wants, expectations, preferences, and behaviors in order to provide exceptional service experiences.

Guest Behavior

The actions, reactions, attitudes, decisions, and expectations displayed by guests before, during, and after their hotel stay.

Purpose of Travel (Medina, 2014)

Factors including business, leisure, education, government missions, family reunions, shopping, and sightseeing that create different service expectations.

Front Office

The department serving as the first and last point of contact between the guest and the hotel, having a major influence on overall impressions.

Observe

The first of the 5 keys to great guest experience, involving paying attention to guest needs and behaviors.

Empathize

One of the 5 keys to great guest experience characterized by showing understanding and concern for the guest.

Follow Through

The final key to a great guest experience which ensures requests and concerns are resolved promptly.

Repeat Business

A benefit of service quality where satisfied guests return to the same hotel, contributing significantly to revenue because of established trust.

Competitive Advantage

The factor that differentiates one hotel from another through the quality of service provided by employees, even when facilities and room types are similar.