Comprehensive Analysis of Hotel Guest Experience at Saffire Freycinet

This report provides a critical analysis of guest experience concepts and their application within Saffire Freycinet, a luxury hotel. It explores the role of staff in managing and co-creating positive experiences, examining elements like service quality, location, and customer satisfaction. The study uses case study examples to illustrate guest interactions and management strategies. It also delves into the concept of guest experience and its application within the selected hotel, Saffire Freycinet along with determining all the elements, which play an essential role in understanding their experience. The report highlights the importance of staff training and the use of guest profile management systems. The analysis includes a service blueprint and intelligence framework to understand the hotel's approach to enhancing guest stays, emphasizing the importance of both front and back-stage operations. The report emphasizes the importance of staff training and the use of guest profile management systems. The report concludes by highlighting how Saffire Freycinet creates memorable experiences through its staff, location, and high-quality service, and how the hotel manages the entire guest experience.

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Hotel and the Guest Experience
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Executive Summary
Saffire Freycinet is a part of the hospitality industry that knows the best and creative ways of
offering memorable experiences to its customers. The hospitality industry is not only competitive
but also demands immense adaptation to any changes that the consumers demand. The paper
offers a brief introduction of Saffire Freycinet to reflect the services that are offered by its staff
to its guests by bringing an example directly from the case study. Illustrations of different parts
are described by taking precise examples from the actual occurrences that take place regularly in
Saffire Freycinet. The services that tend to relax the customers are highlighted so that a proper
understanding of the guests' experience could be acknowledged. Therein, varied illustrations are
brought from the academic readings so that a better definition can be attained. Thus, there are
some models, which are offered and preferred by luxury hotels and focusing on that is necessary
to differentiate the efforts that a normal hotel and a luxury-based can offer.
The ways of managing the entire hotel experience are then focused to reflect the efforts that are
executed by the staff to improve the guest’s stay in the hotel. Thus, precise discussion of the role
that is played by the workers at the back and front stage is compulsory in this instance to realize
the process through which the entire service amazes its guests. The paper then goes on to
highlight a service blueprint and based on that an intelligence framework is also provided.

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Hotel and the Guest Experience
Introduction
The study focuses on providing a critical analysis of the guest experience concepts along
with theories and their application in Saffire Freycinet to manage and co-create positive
experiences among the customers. Additionally, this study allows in reflecting and applying the
concepts of the guest experience, experience quality, staging, as well as management and co-
creation of luxury accommodation experiences concerning Saffire Freycinet. In this context,
Saffire Freycinet focuses on offering memorable guest experiences every day through its staff, as
well as providing a unique location for the customers. The main aim for conducting this study
has been to understand the concept of guest experience and its application within the selected
hotel, Saffire Freycinet along with determining all the elements, which play an essential role in
understanding their experience. The role of staff working in Saffire Freycinet has also been
evaluated in terms of managing the overall guest experience. Furthermore, the purpose of the
study has also been representing the guest experience and management in the form of a service
blueprint. The hospitality offered by Saffire Freycinet largely enhances the hotel and guest
experience among the customers. The report mainly focuses on providing a brief on the concept
of guest experience and its application in Saffire Freycinet.
Discussion
Concept of Guest Experience and Its Application
According to Baek et al. (2019), the hotel guest experience can be referred to as a
complex process, which includes both cognitive and emotional responses to the offered
hospitality service by the customers during their stay. Hotels are engaged in providing unique, as

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well as unforgettable memories by creating pleasurable experiences using different sources. This
may include offering luxury vacation resorts. Correspondingly, the hotel guest experience can be
defined as “the totality of guest evaluations of different service stages through diverse
interactions and consumption. Indeed, the hotel product has been conceptualized as a set of
attributes” (Baek et al., 2019, p. 3). Pijls and Groen (2012, p. 2) defined guest experience in a
hotel “as the interaction between an individual and his or her environment, and the inner
response to this interaction. The inner reaction consists of feelings and thoughts resulting from
the sensory perception of the environment”. Thus, Saffire Freycinet is a small luxury lodge,
which is located in Freycinet National Park in Tasmania. Saffire Freycinet is known for its
modern but organic design, which offers its guests unique experiences that help them in
connecting with the culture, nature and produce. other hand, Yang et al. (2017) asserted that
location is one of the most important factors that help in enhancing the hotel experience of the
customers. The enjoyment among guests in terms of experiences along with the utility of hotel
stays depends on its location. Leisure and business travellers significantly consider hotel location
to be one of the most important attributes that influence their decision to stay. The location also
helps in increasing customer satisfaction with the hotel. In this context, the location of Saffire
Freycinet is a key factor that contributes to determining customers' experience. The shape of
Saffire Freycinet lodge, its special location that gives view to the Hazards Mountains and the
sapphire waters of Great Oyster Bay along with pink granite and bushland helps in forming a
special connection with pristine nature.
The study findings of Ali et al. (2021) depicted that service quality has a significant
impact on customer satisfaction. The managers of hotels have identified that there is immense
competition within the hotel industry. This has led hotel managers to focus more on enhancing

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the quality of service for remaining competitive within the respective marketplace. The service
quality of the hotel is offering services that exceed guests’ expectations. The hotels focused on
gaining customers satisfaction needs to provide a high quality of services to the guests. The
hospitality service mainly includes the contribution of guests in developing the service value.
Guests do not consider the price at the time of comparing services, as they highly emphasize the
quality of services being offered by the hotel. In this context, Saffire Freycinet has been highly
effective, as it is engaged in offering high-quality service. For instance, Richard, who is the
lounge guest service manager, observed that two of their guests, Charles and Karen were
approaching from the airport gate. Irrespective of a car being pre-organized for the guests,
Richard observed to be extremely tired and thus arranged a driver for taking them to the lodge.
On the other hand, Mmutle and Shonhe (2017) further stated that the perception of customers on
service quality “plays an essential role in the buyer’s perception of the supplier’s product and
service and it adds value to a product and builds enduring relationships” (p. 1-2). Contextually,
ever since their previous visits, the hotel team knew the next visit of Charles and Karen, as they
made specific requests for a room. After the first night at Saffire Freycinet, the staff realized that
Karen and Charles were unwilling to sleep in the same room. Correspondingly, Russell, who is
the guest service agent of the lodge, remembered the tired face Karen the next morning. Thus,
when Russell approached her to understand the problem, Karen jokingly said “I am surprised
you have not been woken up by my husband’s snoring last night too”. Charles and Karen were
then assigned to one of the four private pavilions with separate bedrooms.
According to Walls et al. (2011), the atmospheric stimuli comprises physical
environment along with human interaction dimensions. These factors are considered to be the
key aspects of consumer experiences. Physical environment influences consumers’ behavior at

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large. Hence, consumers involved in positive physical aspects concerning their experiences are
found to have positive emotions, loyalty behaviors and increased satisfaction levels. The
experience of guests is also highly influenced by the staff of the hotel. On the other hand, based
on personal characteristics as well as “trip-related factors, different guests have different
experience sensitivities and needs. Some surmise that trip-related factors can influence an
individual’s response to an environment, such as the reason for being in the particular
environment” (Walls et al., 2011, p. 187). Similarly, Kattara, Weheba, and Ahmed (2015) further
stated that the personal warmth demonstrated by service employees to the guests significantly led
to a positive perception of service quality and customer satisfaction. The behaviour of the staff
needs to be positive that can lead to constructive action on the organization's behalf.
Additionally, the employees of a company are essential for ensuring success in the perceptions,
as well as the satisfaction of the guests. This is because the staff of an organization is responsible
for offering a quality service, thereby meeting customers’ expectations. Thus, in the context of
the case study, the experience of Charles and Karen has been portrayed from the observations of
employees working at Saffire Freycinet. The staff is engaged in sharing information about guests
with each other and other departments for creating effortless along with organic guest
experiences. The staff of Saffire Freycinet has engaged in providing the best experiences to
Charles and Karen. For example, Charles has also highlighted the efforts of staff in the
statement, "Your staff never forget. Every time I am here I wonder how you and your staff can
remember all these details". Hence, this factor contributes to enhancing the experience of
customers largely.

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Charles
Age: 52
Location: Queensland
Occupation: Businessman
Income: More than AU$100,000
Status: Married
Charles is a multi-millionaire businessman. In his spare time, he enjoys going on vacations along
with enjoying expensive wines. He mostly likes to visit luxury hotels and lodges.
GOALS
 Visiting luxury hotels
 Spending leisure time
PERSONALITY TRAITS
 Passionate
 Motivational
 Humble
FRUSTRATION
 Tiredness of travelling
Preferred Brands and Influencers
Karen
Age: 50
Location: Queensland
Occupation: Businesswoman
Income: AU$85,000
Status: Married
GOALS
 Visiting luxury hotels
 Spending leisure time
PERSONALITY TRAITS
 Passionate
 Humble

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 Relaxation in Spa  Enthusiast
Karen is a multi-millionaire businesswoman, who likes to travel luxury hotels in her spare time,
She enjoys going on vacation with her husband Charles.
FRUSTRATION
 Tiredness of travelling
Preferred Brands and Influencers
Managing the Hotel Experience
The staff at Saffire Freycinet lodge despite the capability of carrying out responsibilities
in the lodge by themselves ineffective way; were also equally trained to execute every
requirement of their guest appropriately. Moreover, the staff also had a complete idea about the
way through which guests' feelings, thoughts, and needs in all situations. In other words, the
interaction between the staff and the guests were completely authentic in nature. For example,
the interaction between Charles (the guest) and Jonathan (the staff) suggested quite well that
Charles tends to re-visit this lodge, as the view alone would relax him. Nevertheless, the service
that is offered by the staff is bound to offer a pleasant staying experience to the guests who tend
to keep visiting this lodge.
The staff both at the front and at the back, whenever went on to interact with their guests,
made sure that any important information or special service needs that any guests had from the
lodge are instantly reported to the ‘guest service manager’. Thereafter, the 'guest service
manager' made sure to update that particular information to the Saffire Today and therein, the
important details are spread out to the rest of the departments operating in the lodge. Moreover,
all the guest details are then imported directly into a particular 'guest profile management system'
to customize every guest's stay for the next time. Whenever any staff of the lodge rightly guessed

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a guest’s needs, thoughts, and feelings, it was the task of other staff members to jot down the
word “cheering” to acknowledge that particular staff member’s good job. This particular way of
acknowledging staff's good work made sure to encourage them to remain attentive towards any
guests they are attending, which in turn, aided the lodge to maintain a precise engagement level
and guest-centric culture. Precisely, the lodge or the hotel industry is an environment where there
is heavy work pressure. Moreover, it is important to make sure that every staff of the lodge is
taking good care of the guest's and thus, the acknowledgement of a staff member’s work is
immensely necessary. The work culture also demands not only staff to look into the guest's needs
but also to make sure that the engagement level of both the parties is necessary and that is why
the initiative accepted by the Saffire Freycinet lodge is commendable. Both the front and the
back workers of the lodge are attentive as well as make sure to note down all the important
details that could improve a guest’s staying experience not only for the first time they have
visited the lodge but also for his/her every visit.
Bharwani and Jauhari (2013) explained certain competencies that every staff belonging to
the hospitality industry needs to have as based on globalization, liberalization, and privatization,
which had compelled it to have an immense transformation. The staff needs to work to have
abilities, which not only can satiate the guest’s needs but also cope up with the rapid
transformation that takes place within the hospitality industry. This industry is the sector that has
global orientation evident in its aspects, and thus, the staff needs to be apt in handling all kinds of
situations. The hospitality consumers’ needs also have altered these days and they have turned
qualitatively more demanding, discerning, and diverse, which urges the staff members to be
well-aware of the ways to satiate such demands without making any errors. Thus, the main
intention is to suggest that there are some competencies required by the frontline workers to

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effectively handle and improve the guest experience in this particular industry. Precisely,
employees need to realize that their attitude towards their work and executing job roles each day
are crucial in maintaining a global culture in the hospitality industry. Moreover, every frontline
worker needs to be trained to constantly develop their interpersonal skills, which would enhance
the experiences of the guest in any particular hotel or lodge. Therein, as the hospitality industry
is the dimension that experiences rapid changes in its way of satiating its consumers and
improving their hospitality service altogether, a new and innovative construct can be suggested,
which is 'Hospitality Intelligence (HI)'. HI is that particular construct that encompasses
intrapersonal intelligence, interpersonal intelligence, 'hospitality experiential intelligence', and
cultural intelligence dimensions (Bharwani &Jauhari, 2013). These are some of the dimensions if
incorporated into the operations of the hospitality industry is bound to enhance the overall
experience of any guest and therein, services offered by the staff holds supreme value.
The competencies that have been mentioned by Bharwani and Jauhari (2013) have
directly suggested that the competencies are important for the frontline employees, as they are
the first ones to greet any guest. The back workers are supposed to play their duties after the
guest has already booked a room at their hotel, which means that the communication between the
frontline workers and the guests determines the growth and fall of a hotel. Therein, aspects such
as, interpersonal, interpersonal, cultural, and lastly hospitality experiential intelligence are the
specific dimensions, which need to be focused on by any staff, willing to work in the hospitality
industry and thrive in it. Specifically, every staff in the hospitality industry must know
teamwork, as it is required in each type of work. Thereafter, paying immense attention to all the
details is necessary to make sure that every guest experiences the best service while visiting a
hotel (Bharwani & Jauhari, 2013). The employees of Saffire Freycinet lodge are seen to ensure

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that not only do they pay complete attention to the guests but also are completely aware of the
way they need to communicate with the guests.
Reflection and Conclusion
Bitner, Ostrom and Morgan (2008) have well mentioned that at least 80% of the entire
U.S.'s GDP comprises services and this dimension is significantly increasing in all the GDPs that
are evident all across the world. Governments, companies, and universities that exist in the world
have recently realized the fact that "services dominate global economies and economic growth.
Yet, in practice, innovation in services is less disciplined and less creative than in the
manufacturing and technology sectors” (Bitner, Ostrom & Morgan, 2008, p. 2). This quite well
explains the fact that services are those experiences and procedures, which dominate more than
half of the work performed by individuals in the entire world. However, the fact that has been
noticed suggests that there is scarce innovation vivid in the service dimension. Thus, there is a
need for service blueprinting, which in turn, is "a customer-focused approach for service
innovation and service improvement. While the rudiments of service blueprinting were
introduced two decades ago, the method has evolved significantly as a useful approach for
addressing many of the challenges in services design and innovation and is particularly amenable
to customer experience design” (Bitner, Ostrom & Morgan, 2008, p. 2). It is the tool completely
focused on the customer so that respective firms are allowed to visualize the processes, which are
involved in the services, involving all the physical evidence related to the services right away
from the perspective of a customer, and specific points of contact with the customers. Moreover,
blueprints also connect and highlight all those support procedures, which remains vivid in any
organization so that proper customer-based services can be offered to the consumers (Bitner,
Ostrom & Morgan, 2008). Thus, it is important to visualize a service blueprint for the Saffire

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Freycinet lodge so that a better understanding of the services can be understood from the duties
allocated to the staff, which is illustrated below:
Table 1: Service Blueprinting of Saffire Freycinet
Summarized reflection of the services that are provided by Saffire Freycinet offers a
precise glimpse of the innovative way through which services can be rendered to hospitality
consumers, given the fact that this industry is rapidly altering. Every staff and services that are
designed in Saffire Freycinet are such that detailed attention is paid to the guests so that their
needs can be jotted down and considered when they visit again. Moreover, every staff, be it
frontline workers or the lodge workers, are trained with the way guests are to be communicated
and authenticity is emphasized. In other words, the staff of this particular lodge is determined to
handle and tactful situation so that the consumers’ trust is not broken at any cost. Thus, Saffire
Freycinet with its staff and services has demonstrated a creative way of handling all the pressures
in the hospitality industry.
Reference List
Customer ServiceCustomers (books a room, arrives at the chosen hotel, checks in, receives the
key, goes to the room and enjoys the stay.
Frontline workers (Enroll the guest's name, respond to any query of the guest's,
offers the key, and note down any important details.
Staff Manager (receives information from the lodge workers and the frontline
workers, distributes it amidst other departments, and looks after the services