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Topic 2 Discussion Forum / Re: HGE401 Topic 2
« Last post by Madhumala on October 26, 2019, 09:40:36 pm »
As discussed in the podcast by Mr. Joseph Pine that every individual needs are different and service expectations varies from an individual to individual. True memorable experience is always personalised and it differs from that of service experience. While creating memories we should also keep in mind the limited time we have and how to manage the short period of time to engage with the guests and create wow moments. Employers play a very important role as well by giving the right platform for the employees to learn and develop their skills gradually. An individual can only engage with the guests and create memories if he has the required knowledge and skills to perform the duties. An associate has to be true to themselves while providing service, then only he can exceed a guest expectations. Acting should be real but it also depends what we chose to act in front of others, we should be conscious as the guest are our audience in the theatre who is constantly observing our moves. Hence it justifies the statement of Mr. Pine "Work is theatre and every business a stage", as if an individual constantly performs and create personalised and memorable experiences by having the required skills, the customers will always remember that and will tell others as well, this is how the business will flourish and expand eventually.
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Topic 2 Discussion Forum / Re: HGE401 Topic 2
« Last post by Rinzin sunbae$ on October 26, 2019, 08:43:56 pm »
"Work is a theatre and every business a stage" According to B.Joseph pine II & Jamesh H.Gilmore, they said that experience are a new , distinct economic offering, as distinct from services as services are from goods, but one that until now went largely unrecognized. Experiences have always been at the hearth of entertainment, from plays, concerts, and museums to movies and T.V shows. In order to transform our service into an experience we must consider our self a manager of a play, your employees as actors and supporting staffs, and your guest as a audience. We must also appreciate the different styles of acting and more importantly, reconsider the traditional script-based customers' services. Draw lessons from improve theatre and street actors, to provide your guests truly unique experiences.
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Topic 2 Discussion Forum / Re: HGE401 Topic 2
« Last post by prathu on October 26, 2019, 02:01:39 am »
After listening to the podcast, I understand that business is a stage or a platform for the employees to work (perform) in a theater for the customers and customers being the ones actually experiencing it. Theater being any place where someone is watching you work and every individual being unique, acts differently when working; Also, there is an authenticity measure of how much genuine and fake acting is going into the work. A lot of unseen activities and hardship go before performing on stage. Customers are coming in to get a feel of the theater, having a memorable experience which in return giving profits to the business. Time, also being one of the factors where how you make an experience memorable in that particular time frame holds the key to performing successfully on stage. Notably customizing the product and making it into something which is highly personalized will give the customer a memorable experience.
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Topic 2 Discussion Forum / Re: HGE401 Topic 2
« Last post by sagar rana bhat on October 25, 2019, 12:12:01 am »

“Work is theatre and every business a stage,” reflects the deep meaning regards experience economy and customization. It demonstrate that every person or hotelier play their specific job for gaining the guest and customer experience in hotel and hospitability sector. However, the podcasted conversation is based on gaining different types of experience by different types of people, which helps to understand the human needs and assist to increase the hospitality economy. Similarly, it also illustrate the another meaning where people start their role by different types of procedure and lead to gaining the experience. In addition, all stage is between customer and their experience, which helps to run the business by, distributed the job specification according their experience. Although, the experience economy is based on right behavior and good nature with their guest because the recent “market trends is important to understand the guest needs and help to feel them home away from home in hospitality sector” (Bashar wali, Black-ish moment,2017).

     
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Topic 2 Discussion Forum / Re: HGE401 Topic 2
« Last post by Shruti Sharma on October 24, 2019, 10:44:04 pm »
 
The podcast talks about creating memorable experiences for the customer; it also gives an insight on how to achieve that goal. To begin with its important that we understand that every individual has a key role to play in creating a memorable experience; for an employer it’s important to create drama and theme (what environment to project) followed by assigning the employees their unique roles to play, it also suggests that an employee experience should be created which is quite similar to backstage preparation before a performance. Quite often customers don’t know what they want, so we must create a learning experience with the customers so that an environment where their choices can be directed or suggested by us (the business) is encouraged. There are steps to staging an experience where “work is theatre and every business a stage”. It starts with playing the part assigned but being true and authentic to ourselves, followed by being present in the moment and lastly, portraying the correct attitude required. People are now driven by experience so it’s important to give them exactly what they want which cannot be achieved by mass production.

Thank you,

Regards
Shruti Sharma
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Topic 1A Discussion Forum / Re: Topic 1A Discussion Forum
« Last post by Madhumala on October 21, 2019, 07:43:29 am »
According to Telfer ideas of hospitableness, he has clearly mentioned and highlighted the differences between commercial hospitality and private hospitality. The service which is done for the profit purpose and there is some kind of motive behind it is commercial hospitality, whereas in private hospitality the hospitality is non-motive and self-interested, the host shows genuine care to the guests. He also mentioned that there is difference between a good host and hospitable person. It is not necessarily required a good host to be a hospitable person, to be a hospitable person, certain knowledge and skills are required. Providing good hospitality also depends upon the relationship between the host and the guests, Telfer says.

Hospitality industry is a vast industry and over a period of time opportunity in this industry has increased drastically. An individual needs to have right skills and knowledge to grow in the industry. As the time is changing, consumer behaviour and their needs are also changing. We as an individual need to learn and prepare ourselves with the new innovative ideas to keep the customer happy. If we know these small tactics, we can make our way in the hospitality industry.

Professionalism varies from person to person, what professionalism means to me, it will be different to someone else. However there is one thing which we all have in common is that how we respond to known and unknown situations. Professionalism cannot be judge by one instance, or by non verbal communication. Professionalism is based on many different factors like a persons knowledge, handling adverse situations, responding to ones question, body language, public speaking, talking to associates, taking decisions. This trait is not inherited , it has been build on day to day basis, and this needs confidence and practice.
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Topic 1B Discussion Forum / Re: Topic 1B Discussion Forum
« Last post by sagar.dogra on October 21, 2019, 07:37:24 am »
1. Human connection is a key for the success of the hospitality industry. We as hotelier come secondly in order to put our guest on first priority. Furthermore, this human connection plays a vital role in hospitality industry; it builds a strong bond with the guest that leads to knowing more about the guest and knowing their wants and needs which is a guest satisfaction or ultimately completion of the hotel task, what we all are for and this leads to a repeated coming of guest and hence increases the revenue.

2.On Mr. Bashar Wali words, I conclude that for creating a memorable experience to a guest you must have to know the needs, focuses even on their minor points like their likes and dislikes and this can be generate with a human connection only. Through an example knowing Mr. Bashar Wali favorite show Blackish really gives an honor to him as no other hotel done this ever or going into detail of him. This made a lifetime impression on him and they completely won his heart by this human connection.

3.This varies from people to people but what matters is how good you are at connecting with the guests whether by your skills, communication, services, or experiences you created for them. To recapitulate through this tedtalk, I just wanted to say that one should focuses on themselves and do best of them in terms of needs, services to not only to the guests but as well as to your colleagues, and you always stay connected to your guest which leads to your personal growth and success as well and this humanity in you will be remembered always.

Sagar Dogra
Master's student
Blue Mountains School of Hotel Management, Melbourne, Australia
Email: dograsagar2@gmail.com
Contact no.: +61-468425519
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Topic 1B Discussion Forum / Re: Topic 1B Discussion Forum
« Last post by Hoa Cao on October 21, 2019, 07:22:48 am »
Hi all,

1.   Definitely, human connection is one of the most important things to reach out to a success business, no matter what business you are in. Nowadays, in digital era, technology can do well human jobs, it’s save time. However, the guests might not always have memorable experiences without human interaction. According to Bashar speaking, nothing can interchange human connection even machines and computers. You are not really feeling happy when you just have a business with no eye contact, dignity and smiles. That is a reason why Air BNB achieves the success. Since when you decide to book on Air BNB you are straightaway connected with a human instead of a bot.

2.   Take Bashar’s experience for example, he experienced the sweaty cheese however he received the card from the hotel which remind him about his favorite show (Black-ish) will broadcast on TV at 8 o’clock. This thing make the hotel get him though their sweaty cheese. In summary, you have to find out the way to able to connect with customers, to provide the memorable experiences to them by human connection, such as: listen to them and talk with them, take time to be with them.

3.   In my opinion, I think that hospitality means that how you provide your guest the memorable experiences and take care of them when they are in under your roof with all your happy, respect and profession through human connection: communication.

Thank you,
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Topic 1B Discussion Forum / Re: Topic 1B Discussion Forum
« Last post by Nearyroth on October 21, 2019, 07:09:45 am »
1. According to Wali (2017), in people's daily life, communication is essential throughout the day regarding working places, entertainment areas, and so forth. More importantly, in the business sector, people's connection in term of customers and owners. No matter how perfect the product or service is, if the owner does not know how to connect with each other especially their customers in daily routine, their business processing would be disrupted sometimes. As have been seen, if well-communication is growing, then the connection is such a root of a business. Hence, business is also defined as how human connection is implemented and not only about selling products or services.

2. Based on Mr. Bashar's speech, Blackish is one of his favourite TV shows. Then, he was very surprised that the hotel staffs could find out something interesting about him. By this moment, it indicates about his memory he has never experienced in one among all the hotels he was staying. He mentions himself as a hotel fanatic since he always stays in different hotels on every different single day. However, after getting this memorable experience, he changes his mind not to move away from that hotel. It particularly means that Blackish moment is when knowing how to connect with people especially guests or customers on the human level by discovering something more about them. It is not totally about luxurious properties, expensive types of equipment or wine, but it is about how satisfied the people may feel during their time at our business venues. When the business owners can find such as the Blackish moment, they can sustain their business and also compete with the other too.

3. Normally, if it comes to the term of hospitality, it mostly refers to hotels and restaurants industry. In my point of view, it is more than a hotel room service or serving a plate of food in a restaurant, it is how well we relate to people around us, entertain guests or customers with goodwill. Moreover, it is about meeting an individual's expectation or making them feel valued no matter what kind of business you are in.



Nearyroth MAO VEASNA
Master's student
Blue Mountain International Hotel Management School at Torrens University
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Topic 1B Discussion Forum / Re: Topic 1B Discussion Forum
« Last post by Shruti Sharma on October 21, 2019, 06:31:42 am »
1.   Sadly, in today’s world, human connection has been made into a business. Interaction is undertaken only for a purpose, be it for monetary or personal gains. I’d like to state a personal example, I recently was on my way back from Richmond with overfilled shopping bags in my hands, I was struggling to walk. I finally found my way back to the tramp station and got on it, luckily found a seat as well and heaved a sigh of relief. Across me an old couple was seated, they asked me if I was doing okay and that left me pretty much speechless. As I started talking to them I realized how cared for I felt in a foreign country by just that one sentence.
If we all just started checking up on each other more often just for the sake of humanity, we’d thrive together.
2.   I was traveling with my family to Glendalough, Dublin where we had booked an Air B&B for our stay. Prior to our arrival the host had asked for our preferences in terms of vegetarian- non-vegetarian and tea or coffee, we never really gave much thought about it. When we reached our destination we were surprised to find various varieties of teas stored for us along with menus for nearby Indian restaurants and the host actually handed over a little folder to us which had a list of all the tourist attractions nearby and the cost of admission for each of them.
This was my black-ish moment.
3.   In my opinion, hospitality is wanting to be hospitable and not just in the sense of carrying out your designated duties but going that extra mile because you want to. To me, going that extra mile and receiving a smile or a thank you has added perks that money could never compensate for.
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