Defining Guest Service
Defining Quality Guest Service
Aspects of Guest Service
Perishability of Service
Advice for Providing Guest Service (cont’d)
Top Three Attributes of Customer Service
Types of Service
Types of Service (cont’d)
Tangibles and Intangibles
The Customer Ultimately Decides
Meeting Guest Expectations
Levels of Expectations
Order of Expectations
Order of Expectations (cont’d)
Inputs that Set Expectations
Providing Guest Service Basics
Issues with Exceeding Expectations
Databases
Discussion Questions

Order of Expectations (cont’d)
Secondary expectations are less important to basic, essential service and may be omitted with a certain level of tolerance by the customer. They are the things that they take away from the guest service. Guests don’t usually mind until they become a larger issue, although it would certainly be best to provide all of these expectations in a desirable situation.
Knowledgeable, pleasant staff
Options made known
No transferring
Competence
Acknowledgment—know the customer. Or, respect their anonymity.