QSM 02 Guestology
QSM 02 Guestology
QSM 02 Guestology
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2. Customer Expectations
3. Customers/Guests/Clients
• Food attendants or waiters should literally ‘wait’ for their guest when dining in
a restaurant. Anticipating guest needs is one of the primary responsibilities of a
waiter and that he/she should be good at it.
1. Loyal customers
2. Impulse customers
3. Discount customers
4. Need-based customers
5. Wandering customers.
2. They understand the feeling of being served together with the toil of
hard work that goes with it.
• The quality that the guest experience matches what he/she expected,
then we can say that he/she has experienced typical or normal quality-
positive, as he/she was satisfied with the service provided.
• Time, effort, and money should be equal to the quality provided by the
service provided.
• For the guest, the quote, “to see is to believe” works so much.