Description
In the present, slightly revised dissertation, the importance of individual care intensity is examined from the perspective of the hotel-specific service of attending to hotel guests. This involves analyzing how culture, historical industry developments, and training-relevant skills and behaviors have influenced the evolution of hotel-specific services. Based on the research question, "What significance does care intensity have for the provision of personal services?", the aim is to understand, using the example of hotel-specific personal guest care in hotels, the value it should have for guest loyalty and the quality of relationships between hotel guests, hotel employees, and the hotel operation.
The results include, on the one hand, a reassessment of personal guest care as a hotel-specific service and the establishment of the Guest Quadrant as a holistic guest care model; and on the other hand, the opportunity for hotel employees, owners, and/or operators to diagnose the individual care intensity of hotel guests from the perspective of Guest Centricity and Guest Care using proposed skills, calculation methods, and assessment tools.
introduction.- Culture as a universal resource for hospitality and guest care.- Historical development of German hotel culture.- Personal guest care as a Guest-Centricity and Guest-Care complex.- Empirical investigation of guest care intensity using the example of guest service.- Confirmation of the importance of care intensity for personal service.
Dr. Hans-Peter Sattler earned his doctorate at the Chair of Service Management at the University of Leipzig. At the same time, he works as a civil servant and senior vocational teacher at the vocational school for the hotel, restaurant, and brewing industries in Munich, as well as a specialist supervisor and internship coordinator at the Kermess Vocational School for Hotel & Tourism Management. He is also employed as a lecturer at the DHA and Euro-FH in tourism-related bachelor's and master's degree programs.
