shahuru.com

“Customer service is a series of activities designed to enhance the level of customer satisfaction – that is, the feeling that a product or service has met the customer expectation, Turban et al, 2002.” This is just one definition, there are so many.

I went on to study different definitions of ‘service’ and the glossary that create our understanding of the concept – especially to find the definition of the term ‘guest service’. Here are some arguments I have had with the dictionary (CAD) in interpreting the glossary that should make up the definition of the concept ‘guest service’.

1. Guest
Dictionary : A person who is staying with you, or a person whom you have invited to a social occasion, such as a party or a meal.
Shahuru : A person who is paying to live under my care.

2. Service
Dictionary : The act of dealing with a customer in a shop, restaurant or hotel by taking their order, showing or selling them goods, etc.
Shahuru : To do something that makes a bad or good difference in a living being’s / thing’s life.

3. Contact
Dictionary : Communication with someone.
Shahuru : Creating an impression.

4. Active
Dictionary : Involved.
Shahuru : Living.

5. Passive
Dictionary : Not acting to influence or change a situation.
Shahuru : Non-living.

6. Resort
Dictionary : A place where many people go for rest, sport or another stated purpose.
Shahuru : An area where people pay for rest, sport or other related purposes.

7. Negative
Dictionary : Not hopeful, or tending to consider only the bad side of a situation.
Shahuru : Tending to create dissatisfaction.

8. Positive
Dictionary : hopeful and confident, or giving cause for hope and confidence.
Shahuru : Joyful mood creating.

9. Perception
Dictionary : A belief or opinion, often held by many people and based on appearances.
Shahuru : Impression made in a guest’s mind through experiences.

10. Mind
Dictionary : The part of a person that enables a person to think, feel emotions and be aware of things.
Shahuru : It is that part of the guest you don’t see and you don’t hear but he/she exposes when someone else asks about your property.

The definition of the term ‘guest service’;

In One Sentence; “Guest Service is any contact, whether active or passive, between a guest and the resort, that causes a negative or positive perception in the mind of a guest”.

This is just a small twist to a popular customer service definition. There may be better definitions. I have tried it in the water – the novice gets the idea at once!