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The hospitality planning cycle

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Chapter 2 discusses the importance of planning in the hospitality industry to meet guest expectations. It emphasizes that high-performing organizations design processes from the customer's perspective, ensuring quick responses to customer needs and market changes. The chapter outlines three generic strategies for positioning products: low-cost provider, product differentiation, and niche marketing. It also highlights the significance of understanding key drivers of guest satisfaction, utilizing forecasting tools, and developing a comprehensive service strategy. The planning cycle involves assessing both external and internal factors to create actionable plans that align with the organization's mission and vision.

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What is the importance of planning to meet guest expectations?

It gives you an opportunity to make right changes at the right time to improve upon the customer journey and meet their needs. Excellent customer service is a sure way to exceed customer expectations as it creates loyal customers for life who will even refer your business to friends, family and colleagues.

How do you meet customer expectations in hospitality?

How To Meet Customer's Needs and Expectations In Hospitality Always Tell The Truth. Earning the trust of your guests is the key to meet their expectations. ... Use Guest Reviews. ... Simplify the buying process. ... Improve your customer service.

What is guest expectation?

Guest Expectation is more about assurances before Check-In to a Hotel/Resort, but translates tangibly into Guest Satisfaction once a Hotel / Resort exceeds & meets the Guest Expectations. A Satisfied Guest becomes a loyal Guest and the Brand Ambassador of the Hotel / Resort, in turn increase repeat & referral business.

What is the hospitality planning cycle?

As seen in Figure 2-1, hospitality planning follows an ongoing cycle that begins at the big-picture level and ends in specific action plans, departmental or project budgets, and individual yearly objectives that can be tested against performance metrics.

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