Adding value to the hospitality experience - Product levels

21 important questions on Adding value to the hospitality experience - Product levels

In what 4 levels can we divide a hospitality product or experience? (Grönroos, 1987)

1. The core product
2. The facilitating product
3. The supporting product
4. The augmented product

(1) What does the basic level of the core product fulfil for the customers?

It fulfils the primary need and describes what he or she is actually buying.

(2) Give an examples of a facilitating product?

The front desk. A guest in a hotel cannot walk straight to their room. A receptionist will take down the guests' registration details and payment guarantee before handing over the key to their room.
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What is a facilitating product?

Facilitating is a vital part of your service, this facilitates or enables customers to use the core product and thus gain the hospitality experience.

What is a key element of the facilitating product?

Accessibility.

What is accessibility (toegankelijkheid)?

The quality of being able to be reached or entered.

(3) What is a supporting product?

Supporting products are used to add value to the product, if they are unique and difficult to imitate, they can give you competitive advantage.

(3) Give examples in a hospitality context of a supporting product?

1. Hotel's health spa.
2. Theatre ticket desk in the lobby.
3. 24-hour room service.
4. Room cancellation insurance offered by hotels when you book a room.

What does the final product level describe?

This final level describes not just what the product is, it describes the how and the where of the interaction that adds so much to the core product.

What is the first component of the augmented product?

A key element is the atmosphere of your surroundings

Give 7 examples that have impact on the atmosphere?

1. The size (of the hotel)
2. Layout
3. Colour scheme
4. Furniture
5. Lighting
6. Volume of music
7. Conversation

What is the second component of the augmented product?

The customers interaction with the product delivery system.

How must the process of the actual experience be designed?

It must be designed so that it allows you to deliver the product efficiently, putting the customers' demands and expectations at the forefront.

Give 3 examples on how you can efficiently delivering the product, putting the customers' demands and needs and expectations at the frontline?

1. Organisations can align the tangible and intangible elements
2. Deliver customised products to different target groups. By making on-going improvements to the physical product.
3. Ensuring that staff are trained regularly and appropriately.

Give 4 examples for a proper closure.

1. The banquet manager's aftersales call to the contact person of a group, a couple of days after their meeting took place.
2. Hotel providing clean and safe parking.
3. The accounts department dealing quickly and efficiently with an invoice inquiry.
4. The receptionist handeling the checkout procedure inviting a customer to book ahead for his next stay.

What is a vital ingredient in forming loyalty relationships?

The first and last impression. This is important for potential customers to generate repeat business in the future.

What is also an important part that takes place prior, during and after the hospitality experience?

The customers own interaction with other customers.

What is (electronic) word of mouth?

Virtual interaction. Or word of mouse, is ranked one of the most important sources of information that customers base their purchase decision upon.

What is another aspect that organisations need to manage? (during)

The inter-customer interactions during their stay.

What is the third component of the augmented product?

The final component of the augmented product describes the customer's involvement in hospitality experience delivery.

Give 3 examples of guest involvement.

1. Restaurant buffet service.
2. Self-clean accommodation.
3. The involvement of customers in the innovation process.

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