Guests who express their expectations can assist managers in which area?

Guests who express their expectations play a significant role in monitoring and shaping employee behavior. When guests communicate their needs and preferences, it provides valuable feedback to managers about how employees are meeting—or potentially failing to meet—those expectations. This feedback loop is crucial as it encourages employees to adapt their behavior and service delivery to better align with guest desires.

Furthermore, when managers understand specific guest expectations, they can implement targeted training and performance standards for employees. This ensures that staff members are aware of and equipped to meet those expectations, which ultimately enhances the guest experience. A focus on behavior also fosters a culture of continuous improvement in service, as employees can modify their interactions based on real-time guest feedback.

While reducing costs, improving internal communication, and training new employees are all important aspects of management, they are less directly influenced by guest expectations. Guest feedback is primarily a tool for refining employee performance and service delivery.