Designing The Guest Experience

Towards the Goal Through a System of Relationships - By Osvaldo Torres Cruz

A target is defined as a sense of final cause, i.e. related to a goal or purpose. In the case of Experiential Hospitality it is related to transform guests' stay in positive holistic experiences that remain as indelible marks in their minds.

HTrends A target is defined as a sense of final cause, i.e. related to a goal or purpose. In the case of Experiential Hospitality it is related to transform guests' stay in positive holistic experiences that remain as indelible marks in their minds.

However, unfortunately many hotels that share the above mentioned objective have been unable to make it. I want to share with you my opinion about one of the possible reasons why it has been impossible for them achieve this purpose, fact that has weighed on destabilization of the capacity and efficiency of hotels as undertakings in the market:

They failed not creating a system of relationships through which the goal can be reached.

Experiential Hospitality considers the Hotels as a great relational system that lays the foundation for the success of any strategic platform. Let take a look at the following definitions: 

A system is defined as a set of interrelated rules, measures or principles.   

A relationship is defined as a correspondence or connection between two or more things.

From this we could say that:

A system of relationship  is a set of rules, principles or measures related to each other that allow correspondence or connection between two or more things" In the case of a hotel we could define it as the set of rules and procedures that enable correspondence or connection between all components. Let's see which are, according to my opinion some  of the most important components of this relational system:

1- The relationship between the company and its staff.

At this level the Hotel should require from each employee being conscious about what are the goals to achieve and aware of his responsibility and role regarding these. On the other hand, the hotels should assess and listen to the workers who are key parts needed for achieving the objectives.

2-The relationship between the staff and management.

This level is particularly important because the result will determine the efficiency and effectiveness of the company in the market likewise the pertinent degree of differentiation and positioning. Hotels should know how their employees think about regulations and procedures used to reach the fulfillment of the objectives. This system level of relationships will determine the degree of personal and professional identification of workers with business goals and therefore level of commitment shown in their volitional conduct.

3- The relationship between the staff and customers ( the guests).

It is known that without customers, no business would have reason of existing. That is why it is crucial to establish strong and enduring ties with each customer. In service companies such as Hotels, this link can be formed each time the hoteliers interacts with a guest. However, the value of the inference of this contact will depend proportionally from the greater transparency and strength of the company-worker-company relations. 

Within an organization, establishing the appropriate relational level with all people is what makes a team working together, in visual tune. This will promote the activity carried out more effectively and efficiently.

Relations system guarantees primarily a positive mood among members of the Hotel, creating a positive emotional harmony in all the services that guests might experience. Here is where the guest experience acquires its holistic nature, when we make guests feeling at all times as part of the hotel and with all their emotions right under the skin.

As a consultant in Experiential Hospitality, I can say that those Hotels which have not yet accomplished that their guests live throughout their stays positive experiences never lived before, do not have the proper relationships system which is considered essential to achieve its objectives.

Osvaldo Torres Cruz
Hotel Butler
Consultant trainer on Experiential Hospitality
www.hotelguestexperience.com
hotelps@gmail.com



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