1.2 The Host and Guest Experience
A discipline can be understood as a specialized branch of knowledge where professionals in the field, professors, and students can explore a particular topic in depth. An academic discipline refers to a specific subject area that experts focus on to gain understanding. Each discipline has its own unique methods and concepts that assist professionals in comprehending that subject.
Disciplines are like branches on a tree. Each branch represents a different area of knowledge from the applied field in question. For example, hospitality is an applied field rather than a discipline. The hospitality and tourism tree has branches such as geography, business, political science, psychology, and economics.
Disciplines often have their own specialized vocabulary and ways of thinking that assist experts understand and problem-solve complex problems. In the fields of hospitality and tourism, understanding hosts, guests, and the relationship between these individuals in the context of hospitality and tourism is necessary to succeed as a practitioner.
Hospitality and tourism are industries built upon the foundation of the host and guest experience. In fact, one of the most famous books in hospitality and tourism is literally called Hosts and Guests: The Anthropology of Tourism. This book was first published in 1977 by Valene Smith. This was at an important time for hospitality and tourism, as it was becoming its own community, beyond the scope of traditional business operations as hospitality and tourism is quite unique. Understanding the host and guest experience is crucial for professionals in the hospitality and tourism industry as it forms the cornerstone of customer satisfaction but also effective management. This made Smith’s articulation of this relationship a particularly apt title for her book. We as professionals in this field can gain insight to the relationship between hosts and guests by delving into the perspectives of each group. Holistically, this cannot be accomplished within the context of any singular specific discipline. Hospitality and tourism professionals need to understand how many disciplines relate to host and guest experiences and interactions.
The role of a host can be played by an individual or an organization. Either way, the host holds a pivotal position in hospitality and tourism. The host is responsible for creating a guest-centric environment and nurturing rapport. To achieve this, hosts must possess a range of skills and attributes. This includes the responsibility of customer service for guests. This also includes a financial and supervisory acumen to ensure operations go smoothly.
The term guest refers to an individual who travels to a destination or stays at an accommodation establishment. One may assume, falsely, that guests have no role in tourism beyond experiencing tourism and being waited upon by hosts. There is more to being a guest though.
Guests have expectations when visiting a destination or staying at a hotel property. Guests seek and fulfill enjoyable experiences during their visitation or hotel stay. They expect quality services, well-maintained facilities, and personalized attention from the hosts. Guests often have specific preferences and desires, such as a comfortable bed, good food, friendly staff, and access to amenities. It is the role of the host to understand and anticipate these expectations, striving to meet and exceed them to ensure guest satisfaction. Pro-activity can assist hosts in exceeding such expectations.
The term guest refers to an individual who travels to a destination or stays at an accommodation establishment. One may assume, falsely, that guests have no role in tourism beyond experiencing tourism and being waited upon by hosts. There is more to being a guest though.
Hosts play a vital role in creating a hospitable and welcoming environment for their guests. Hosts are responsible for providing services, amenities, and a comfortable atmosphere that enhances the overall guest experience. They take care of various aspects, including check-in and check-out procedures, maintaining cleanliness, offering guidance and assistance, and addressing any concerns or requests that guests may have. Hosts aim to create a positive impression and make guests feel valued and appreciated throughout their stay.
The host and guest relationship in a hospitality and tourism context is built on respect and cooperation. This is more than an individual host meeting the service expectations of an individual guest. The host and guest relationship refers to large groups of hosts and large groups of guests. This symbiotic relationship includes economics, socio-cultural impacts, businesses including entrepreneurship, and much more.
This textbook will seek to establish the importance of the host and guest relationship at multiple levels, from the individual-to-individual level to the inter-national level including how the UNWTO projects tourism. Mark Twain wrote, “Travel is fatal to prejudice, bigotry, and narrow-mindedness” (1869/1897, p. 650). He believed that tourism could create a friendship between people who may otherwise be enemies.
Attributions
- Figure 1.2: Reception by Rosanetur is released under CC BY 2.0
- Figure 1.3: Vegan food in Madrid 2016 by Kippelboy is released under CC0 1.0
The interactions and perceptions of both hosts (local residents or service providers) and guests (tourists) within a destination. This concept recognizes that tourism is a dynamic relationship between those who visit a place (guests) and those who live or work there (hosts).
the process of identifying, creating, and implementing new business opportunities or ventures aimed at providing innovative products, services, or experiences to meet the needs and preferences of travelers, tourists, and consumers.
a negative attitude, stereotype, or judgment formed about individuals or groups based on preconceived notions, biases, or irrational beliefs.
intolerance, discrimination, or hostility towards individuals or groups perceived as different, inferior, or unworthy based on their race, ethnicity, religion, nationality, gender, sexual orientation, or other characteristics.