Luxury Hoteliers Magazine 1st Quarter 2019 | Page 44

PE RU DEVELOPMENT OF GUEST SERVICE IN HOTELS By Patrick A. Stenning When I give talks on superior guest service, I always tell my listeners that guest service is summarized in a formula, in Peru as well as anywhere else in the world: constant training + service attitude = full satisfaction of the guest. I also tell them that this formula is applied individually to each guest, to each requirement, and to each situation. Finally, I remind them that guest service is everything in the hospitality industry: guest service is what you are. 44 ILHA