The paper 'Relating to Hospitality Experience ' is a great example of a Management Assignment. In the hospitality industry, creating an enjoyable experience for the guest or customer entails offering a quality of service that the client will never forget (Rafaeli & Sutton 1989, p. 4; Erickson 2004, p. 76). However, quality servitude may prove not to be enough in this case. When a customer walks into dining, he or she expects a number of things. Firstly, he expects to be welcomed into the hotel. Welcoming does not always entail an exchange of words.
Even actions from the waiters as well as the servers will make the client know whether he is welcomed into the hotel. He then expects to be served with quality food and promptly. Here is where the concept of creating an enjoyable experience for the guest/customer comes in. creating an enjoyable experience is very different from giving service. One may be able to offer a service but fail to create an enjoyable experience despite the quality of the food served or room slept in. Creating an enjoyable experience, therefore, implies the move from the offering of services and facilities to the creation of a meaningful event or activity that the guest will undergo, revere, and remember (Erickson 2004, p.
77). To create an enjoyable experience, the waiter/waitress must feel in him/her the urge to serve the client in such a manner that will leave the client in a ‘ wow’ situation. In other words, he/ she should go beyond the normal formalities of servitude to ensure that the client feels welcomed and treasured. A number of things could make a guest in a hotel feel welcomed.
Firstly, there should be the presence of meaningful host-guest relationships. If the guest had booked into the hotel earlier, measures should be taken to make the guest feel welcome when he or she arrives. For instance, the hotel can arrange to have the guest transported from the airport to the hotel. The staff of the hotel carries the bags of the guests. There are smiles and polite welcomes from the staff. In addition, to personalize it more, remembering and calling the client by his/her name makes them feel as if they have a sense of belonging already.
Ensuring and guaranteeing the security of the guests also makes them feel comfortable in the hotel. Some hotels also go to an extent of ‘ surprising’ their visitors through small gifts such as carvings and in some instances, holding dances in their honor. After all this, they feel that they have had a wonderful experience from the hotel. An example can be taken here of a case of a couple who have gone for their honeymoon. To the couple, their wish is to have a time of their lives.
They want to have a wonderful and memorable moment. It is up to the hotel staff to make this moment happen by offering them an enjoyable experience. As stated above, they welcome them warmly into the hotel. They might even surprise them with gifts or dances, other theatrics, and the best of service given to them with smiles and gratitude in the faces of the waiters and the servers. At the end of their stay, they will not only have had a great and enjoyable experience, but they will also market the hotel to other people out of goodwill because their perception of the hotel will be positive.
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