ABSTRACT
This chapter discusses the effective behaviour and skills required to stage hospitality experiences so that employees satisfy the needs and wants of the guests. It describes how hosts and managers influence people and explains what behaviour is and how it originates. The chapter focuses on the concept of supportive scripts for effective behaviour in interactions with others. It deals with how professionals manage effective behaviour in commercial hospitality. The chapter provides student solid insights into human behaviour in hospitality and hospitality management, as well as an understanding of what student need to fit human processes into the design of a hospitality experience. The design of a hospitality experience may require extra or even contradicting behaviours, but it is important for hospitality professionals and managers to understand the main facets of behaviour that generally help to establish customer satisfaction. The physical environment provides the setting that may inhibit or enhance certain interactive experiences.
