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The Heart of Hospitality
Someone who purchases products or
services from a business, such as a
department store or a hotel.
there would be no business, there would be no profits.The customers are the ones who actually provide the money for the business, including the salaries!
Customers come in all shapes and sizes, abilities and personalities, ethnic backgrounds and religions. Knowledge of languages, customs and expectations is valuable to customer service.
Empathy is the ability to put yourself in someone else’s shoes and try to understand how they feel.
Empathy is the ability to put yourself in someone else’s shoes and try to understand how they feel.
Empathy helps you figure out what customers need.
A place they feel welcome. We often return to the same restaurant just because we feel welcome. It is nice when you return to a restaurant and the server recognizes you.
Maslow’s Hierarchy of Human NeedsHospitality businesses satisfy both physical and psychological needs of customers
Restaurants provide food
Hotels provide overnight
lodging
Cruise ships have medical
facilities
Hotels provide electronic key
systems
Eating with friends at a
restaurant
Attending a convention
Going to a family reunion
Staying at a luxury hotel
Being treated with respect and
dignity
Traveling to foreign countries can meet need for Self-Actualization
Quality ServiceCleanliness and attractive appearance of
facilities and grounds
Employees who respond quickly to requests
Employees who anticipate customer needs
Consistent ServiceProviding the same good service and products to customers each and every time they come to your businessService encounters are the basic building blocks of quality hospitality service.
Importance of Service QualityWord-of-mouth publicityThe informal conversation people
have about their experiences with a business
Both Negative and Positive effect
Customer-Focused EmployeesThey make immediate eye contact
They have good posture
They smile warmly
They respond quickly to requests
They use the customer’s name whenever
possible
They are clean and well groomed
Eye ContactEye contact communicates
that you are giving yourcustomer your total
attention
SmileA smile is part of the
uniform of all hospitality employees. A warm smile communicates respect for the customer and readiness to help. It shows you are enjoying your job.
Posture This server’s
good posture and
facial expression
project an
attitude of
enthusiasm
Respond QuicklyWhen a customer asks
a question or makes a request, respond quickly. Your attitude should be positive and businesslike.
Your response should show competency, concern for the customer and willingness to help.
Customer’s NameWhen possible,
call customers by their names.
When customers hear their own names, they feel important and welcome
Well GroomedThe image of a
hospitality
business comes
from the
impression that is
made by its staff