TABLE OF CONTENTS
Acknowledgements
1
Introduction
2
I. Presentation and definition of the context
3
A. History of Hospitality 1. Origins 2. Development and booming 3. Guest-Host relationship
5
B. The stakes in luxury travel market 1. Definition of the luxury travel market 2. Who is the luxury traveler? 3. Identifying luxury traveling behaviors 4. Luxury guests’ expectations
8
C. The guest experience 1. The role of expectation 2. Guest satisfaction 3. The need for a connection between guests and hotels’ teams
12
II. Present situation
14
A. Is there a need for a Guest Relations Agent? 1. First factor: The hotel’s clientele 2. Second factor: The hotel’s capacity and category
15
B. Guest relations management in luxury hospitality 1. Profile of a Guest Relations Agent 2. Guest relations missions: tasks and tools 3. Concrete example: Accor’s Customer Service Department
17
C. Conflicts and complaints management 1. Prevent problems from occurring 2. How to handle conflicts?
21