Pearson New International Edition International pcl tp indd 1

LODGING AS A GUEST SERVICE BUSINESS
What do you want when you stay at a hotel? What are the most important factors
that influence whether it was a good or bad experience? Consumers, including you
and all other hotel guests, typically are looking for value when they select and pay for
lodging accommodations. Roadmap 1 indicates that the lodging business is a service
business, and this topic introduces the chapter.
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FRONT OFFICE SEMANTICS
Value:
Relationship between what one pays for something and what is received in return. Value is the
relationship between the quality and price of the product or service.
Many elements contribute to the “value equation” for renting a hotel room, for example,
the need for the property to be in an acceptable location, cleanliness, safety, and
amenities in line with what has been promised and what is being paid. However,
guests also expect a level of service that meets their needs and that adequately
addresses any problems they encounter during their stay. The level of service affects
the atmosphere of hospitality that encourages guests to be comfortable and con-
tributes to their enjoyment while staying at the hotel.