About this document
Understanding Guestology in Hospitality by lei melendrez is a document available to read on EtoBox.
The document discusses key concepts in hospitality service strategy and guest experience. It defines guestology as studying customer behaviors and expectations in order to exceed their needs. The guest experience has three components: the service product, setting, and delivery system. Organizations can pursue three generic strategies - low price, differentiation, or finding a niche. The planning process involves assessing opportunities/threats and strengths/weaknesses to develop strategic premises, vision,
- Author
- lei melendrez
- Language
- EN