Maintain hospitality industry knowledge
Examples of guest expectations
Download 2.68 Mb. View original pdf
|
develop-and-update-tg, SITHIND001B R1
| Examples of guest expectations The following provide a comprehensive overview of the expectations customers/guests, visitors/tourists bring with them when they attend avenue Staff are competent – that is, workers know what they are doing and perform their designated role in a professional, competent and safe manner Timely service – they do not want to wait too long to be served, to have their order taken, to be checked into be issued with tickets, to be seated, to receive their food or drinks To be respected – to have staff talk to them and treat them with consideration and respect taking into account any cultural issues that may apply Element 1: Seek information on the hospitality industry © ASEAN 2012 Trainee Manual Maintain hospitality industry knowledge 37 Suitable facilities – customers insist the facilities provided by the venue match any claims made about them, are fit for the purpose, are sufficient in number, are safe to use and enable customers to attain their individual objectives when using those facilities Emotional satisfaction – to a varying degree all customers require their experienced to bean enjoyable one (although any definition of this must take into the account the individual activity. For example, an exciting activity is required to be exciting a restful experience must indeed be restful not stressful a luxurious experience must be exactly that and not a basic experience Safety and security – all visitors/customers expect their personal safety while at avenue (or when engaging in an activity) to be guaranteed, and expect their personal/private belongings will not be damaged or stolen To be welcomed – meaning they want to be recognised and have suitable attention paid to them, their presence, their needs, their experiences, their problems and their intentions. This means customers must be communicated with appropriately (never ignored) and be made to feel welcome. Smiling and the use of suitable interpersonal skills are critical to achieving this, as is demonstrating consideration for personal issues/matters of concern. You are expected to have a good understanding of what expectations your customers have but there is nothing wrong with asking customers what these are. Download 2.68 Mb. Share with your friends:
|