Course info

The course, presented by Eduardo Salazar from S-Cage Media, provides an insightful comparison between two key concepts in hotel management:

       guest service and guest experience.

*    Salazar explains that guest service is a reactive action, where the hotel only responds after the guest presents an issue, such as a booking problem.

*    In contrast, guest experience is a proactive action, where the hotel anticipates and enhances the guest's stay without them needing to ask.

*    For example, a hotel recognizing and acknowledging a returning guest with personalized greetings falls under guest experience.

*   The course encourages hoteliers to focus on creating a unique guest experience rather than merely providing good service, as this proactive approach can significantly impact a hotel's brand and reputation.