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Exceeding Guest Expectations: An Overview of the Best Practices in the Hospitality Industry
Abstract
In this chapter, the researcher presents a series of scenarios of how guest expectations can be exceeded. The world of hospitality revolves around satisfying guest needs and providing quality service. As chain hotels around the world strive to offer the best service and to create brand loyalty, one wonders who is really providing quality service. It is no secret that international hotel brands try to engage their guests by anticipating their needs and providing a personalized service. By pointing out different practices used by worldwide hotel chains to ensure they exceed their guests' expectations, hospitality students can gain an understanding of what it means to create a customer for life. These examples will give them the knowledge to understand how to act in order to engage with guests. In addition, students could realize how to use empowerment efficiently for the benefit of their guests and their organization.
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