What Is Customer And A Guest? Essay

1080 Words Mar 13th, 2016 5 Pages
The tourism industry is service industry made up of many sectors. We are in the business of servicing people. Tourist are our guest from airlines, cruise ships, auto rentals, restaurants, amusement parks, recreational areas, to hotels and much more. Is there a difference between a customer and a guest? According to Steve DiGiola, the definition of a customer is “one that purchase a commodity or service, an individual usually having some specified distinctive trait. A guest is a person entertained in ones’ house, a person to whom hospitality is extended, a person who pays for the services of an establishment (Hotel and/ or restaurant). The industry provides a service in hopes of guest returning and encouraging others to experience what is offered. The services offered is known as hospitality. The heart of the hospitality business is taking care of the customer (Bagdan, 2012). The meaning of customer or guest service has many definitions. The basic definition of customer service is understanding and anticipating the need of the customer then meeting and exceeding that need. “Good customer service is partly defined by the industry, but a large part of how your company defines it will determine what good customer service means to you” (Leung, 2014).
Providing needs is an acquired skill that one must be taught and a willingness to learn by the individuals providing such service. Employees must have empathy and a genuine concern for the well- being of the customer and the ability…

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