Guest care – guestology at the front desk

The guest is the only judge of quality. Yet it is very hard to pin down what guests want and how they experience individual services. What matters most is that service delivery is focused on the guest – guest-centricity. The discipline that studies this is called guestology. The guest-centred paradigm, the guiding principle behind every concept of service quality, challenges traditional ways of managing and running a business. Its first rule puts the guest at the centre, rather than the organisational structure, the decision-making hierarchy, business processes and the like. A business must operate the way the guest wants it to. We have to act through the guest’s eyes. The workshop helps service providers deliver services the way guests want them.

• Theoretical foundations – guest-centricity
• What makes up guest satisfaction?
• Four steps to a satisfied guest
• Attitude towards oneself, work, colleagues and the company
• Attitude towards the guest
• Practical part – correcting mistakes in service delivery: first contact with the offer, booking, guest arrival, check-in, hotel room, bathroom, shared spaces, service delivery, check-out, staff attitude

After the training, participants:

• understand the needs and expectations of hotel guests and the importance of a high-quality guest experience,
• recognise the key touchpoints in the process from booking and arrival to check-out,
• can identify mistakes and organisational gaps in the delivery of front desk services,
• can improve communication with guests, the handling of their requests and the resolution of complaints.

Front-line staff, as well as directors and heads of accommodation departments.

Preferably at the client’s premises, in a real hospitality setting, with practical examples and an analysis of the service process. It can also be delivered at Turistica or adapted for online delivery.