Hospitality Business

Guests

a person who stays or is entertained at a hospitality establishment

Lodging Establishment

any business that provides accomodation such as hotels, inns, or resorts

Service Quality

- how well service meets or exceeds guest expectations

- focuses on how customers are treated, comfortable and satisfied, and how smooth and pleasant their experience

Service Quality Importance

high service quality leads to guest satisfaction and repeat business

Customer Relationship Management (CRM)

- process of strengthening and maintaining relationships with guests to ensure loyalty

- refers to strategies, practices, & tech used by hospitality and tourism business to understand, communicate with, and maintain good relationships w customers

CRM Tools

guest feedback systems, loyalty programs, and personalized marketing

Guest Cycle

stages a guest goes through a hospitality experiences

Guest Cycle Stages

pre-arrival, arrival, occupancy, departure

Hospitality Ethics

standards of right conduct in providing service such as honesty, fairness, and respect

Hospitality Ethics Purpose

builds trust and maintains a positive reputation

Hospitality Management

administration of hotels, restaurants, and other hospitality businesses

involves planning, organizing, leading, and controlling all activities to ensure excellent guest experiences

Hospitality Management Focus Areas

operations, marketing, finance, human resources

Hospitality Training

programs to improve employees' customer service skills

Hospitality Training Purpose

prepare staff to deliver excellent service, communicate professionally, and create positive guest experiences

Hospitality Training Goal

enhance professionalism, communication, problem-solving

Brand Loyalty

when guests consistently choose the same brand due to positive experiences

Hospitality Technology

use of systems like property management software, digital check-ins, and mobile ordering

Service Recovery

actions taken to correct problems and regain guest satisfaction after a service failure

Service Recovery Goal

turn a negative experience into a positive one, so the guest still feels valued and respected