Information they have obtained from what they deem to be reliable sources such as – friends and family, or trusted media writers, and reference books The amount of money paid most customers understand they can realistically only – expect value-for-money and not value (in relation to things such as quality, service levels and products) that significantly exceed the amount of money they have paid. Examples of guest expectations The following provide a comprehensive overview of the expectations customers/guests, visitors/tourists with them when they attend a venue: are competent that is, workers know what they are doing and perform their – designated role in a professional, competent and safe manner Timely service they do not want to wait long’ to be served, to have their order – ‘too taken, to be checked in, to be issued with tickets, to be seated, to receive their food or drinks To be respected to have staff talk to them and treat them with consideration and – respect taking into account any cultural issues that may apply Suitable facilities customers insist the facilities provided by the venue match any – claims made about them, are fit for the purpose, are sufficient in number, are safe to use and enable customers to attain their individual objectives when using those facilities Emotional satisfaction to a varying degree all customers require their experienced to – be an enjoyable one (although any definition of this must take into the account the individual activity). For example, an activity is required to be exciting; a ‘exciting’ restful experience must indeed be restful not stressful; a experience must ‘luxurious’ be exactly that and not a basic experience Safety and security all visitors/customers expect their personal safety while at a – venue (or when engaging in an activity) to be guaranteed, and expect their personal/private belongings will not be damaged or stolen To be welcomed meaning they want to be recognised and have suitable attention – paid to them, presence, their needs, their experiences, their problems and their
Information they have obtained from what they deem to be reliable sources – such as friends and family, or trusted media writers, and reference books The amount of money paid – most customers understand they can realistically only expect value-for-money and not value (in relation to things such as quality, service levels and products) that significantly exceed the amount of money they have paid. Examples of guest expectations The following provide a comprehensive overview of the expectations customers/guests, visitors/tourists with them when they attend a venue: are competent – that is, workers know what they are doing and perform their designated role in a professional, competent and safe manner Timely service – they do not want to wait ‘too long’ to be served, to have their order taken, to be checked in, to be issued with tickets, to be seated, to receive their food or drinks To be respected – to have staff talk to them and treat them with consideration and respect taking into account any cultural issues that may apply Suitable facilities – customers insist the facilities provided by the venue match any claims made about them, are fit for the purpose, are sufficient in number, are safe to use and enable customers to attain their individual objectives when using those facilities Emotional satisfaction – to a varying degree all customers require their experienced to be an enjoyable one (although any definition of this must take into the account the individual activity). For example, an ‘exciting’ activity is required to be exciting; a restful experience must indeed be restful not stressful; a ‘luxurious’ experience must be exactly that and not a basic experience Safety and security – all visitors/customers expect their personal safety while at a venue (or when engaging in an activity) to be guaranteed, and expect their personal/private belongings will not be damaged or stolen To be welcomed – meaning they want to be recognised and have suitable attention paid to them, presence, their needs, their experiences, their problems and their
TM_Maintain_hosp_ind_knowledge_refined.docx