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Running Head: HOSPITALITY MANAGEMENT    1
HOSPITALITY MANAGEMENT        7
HE401: HOTELS AND THE GUESTS EXPERIENCE
ESSAY TOPIC: GUEST EXPERIENCE IN A HOTEL CONTEXT AND THE ROLE OF EMOTIONS AND HUMAN INTERACTION IN CREATING MEMORABLE EXPERIENCES
Table of Contents
Introduction    3
Academic Definition of Guest Experience and Its Relationship to Hospitality    3
Significance of Human Interaction and Emotions Concerning Guest Experiences    4
Competencies Required By Professionals to Create Memorable Guest Experience    5
Conclusion    6
References    7
Introduction
‘Hospitality industry is highly dependent upon positive guest experience’ and the presented statement cannot be argued or disregarded. Therefore, it is essential for the hospitality professionals to meet customer expectations in order to make their experience smooth and convert into memorable experience. This paper will discuss the relation between human emotions and interactions concerning guest experiences. Further, efforts would be made to present an exhaustive discussion of required competencies by hospitality professionals in order to create memorable guest experience.
Academic Definition of Guest Experience and Its Relationship to Hospitality
Guest experience could be considered as a multi-factorial concept because it is dependent upon the interaction between guest and hotel’s communication, physical space along with the senses and emotions it might awake. It would be essential to consider the fact that hospitality industry do not have customers rather, they are guests. Therefore, guest experience could be simply defined as the experience guest might be carrying with them from the hotel, restaurant or any other branch of industry. Ko (2018) supported that guest experience could also be defined as a blend of guest interaction with hotel’s staff, communication, physical space along with emotions and compliance with expectations.
As derived from the case study viewed in the source by Gilmore and Pine (2002), the significance of guest experience can be impacts to the guests by selling their hospitality in themes such as through their visual appeal, food, motifs, décor and ambiance. Pine and Gilmore have founded the Strategic Horizons LLP in Aurora at Ohio, who are of the view that if the hospitality organisation provides guests with an experience worth remembering for their lifetime, profits will consequently follow. Thus, customer satisfaction and profit making both will result, more than that could have been if just hospitality was sold to the guests.
Significance of Human Interaction and Emotions Concerning Guest Experiences
As presented above also, positive guest experience is one of the major business facilitators in the hospitality industry. Human interactions are essential to guest experiences because they reflect caring as well as the ability to understand guest’s needs and expectations. Torres, Wei, Hua and Chen (2019) mentioned that sad or bad...