In the hospitality industry, who typically engages in the service encounter?

In the hospitality industry, the service encounter primarily involves manager-to-guest interactions. This is because the essence of guest services is centered around meeting the needs and expectations of customers. When managers engage directly with guests, they can ensure that the service provided aligns with the standards of the establishment, address any concerns or feedback promptly, and foster a welcoming atmosphere.

Manager-to-guest interactions can significantly enhance the guest experience, as managers often possess the authority to resolve issues, provide personalized recommendations, and make decisions that affect overall customer satisfaction. Such interactions can lead to a deeper connection with guests, helping to build loyalty and a positive reputation for the business.

In comparison, manager-to-manager interactions, while important for operational efficiency and strategic decisions, do not typically impact the service encounter directly as they do not involve the guest experience. The guest's perception of service quality is formed primarily through their interactions with staff members, including management, and how those interactions fulfill their needs and expectations.