The aim of this paper is to provide hotels and hotel staff with a better understanding of the guest´s sensory stimuli through the products and services offered, in order to improve management and take advantage of the benefits of the response to sensory stimuli.
Competition has come to the hotel market to settle. Increasingly hotel chains are expanding with new brands appearing. This means that, establishing 'differences' that act as booster of two fundamental behaviors of prospective customers, is one of the most important challenges for the whole hotel business
All those who have the possibility of staying in different hotels become aware of how often the Hotel products and its associated services are copied and reproduced. However (and fortunately) the final perception of the services will not be the same in each case, since it relies in great proportion on the hotelier’s behaviour.
Everyone working in a hotel knows that each guest, to some extent, has to meet some needs during their stay. The need is synonymous with deprivation and from a physiological point of view, one deficiency state generates emotional imbalance in the one who experiences it.
It is well known the differentiating value of a positive experience, that remains in the customer's mind as a unique and indelible memory. It is a decisive factor that catalyzes the need to share the experience with others and represents the best promotion that a company can have.
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.
Many of us agree that the best way to excel in the ever growing pool of hotel deals, is offering something really different to the guests, thereby converting stays in novel stories of positive full of emotions and feelings, generating the need to talk about them to other people.
Experiential Hospitality provides to hoteliers valuable tools in order they can achieve positioning in the market that every time is more and more aggressive. Competitive strategies are not based on WHAT services are offered to guests, but HOW they are offered to them.
As offers in the hotel market are constantly growing, it has become one of the most competitive in today's international environment, leading to all hotels to find strategies to achieve customer loyalty. However, for hotel companies this is certainly one of the most important current challenges.
Albert Einstein pointed out: People are better known for their behavior than for their words.