How is 'guest experience' defined in hospitality?

The definition of 'guest experience' in hospitality is accurately captured by encompassing every interaction a customer has with a business. This broad perspective includes various aspects of a guest's journey, from the first point of contact, such as booking a reservation or checking in, to the quality of service received during their stay and even post-departure interactions like follow-ups or feedback requests.

In hospitality, guest experience is holistic; it integrates factors like service quality, staff interactions, ambiance, food and beverage quality, and even digital interaction, such as website usability and online reviews. By focusing on every touchpoint in the guest's relationship with the business, organizations can better understand their strengths and areas for improvement, driving customer satisfaction and loyalty.

A narrow focus, such as merely considering ambiance, food quality, or physical amenities, would ignore the comprehensive nature of the guest experience that significantly influences overall satisfaction and repeat business. Thus, defining guest experience as encompassing all interactions reflects the complexity and importance of providing exceptional service in the hospitality industry.