Travel and tourism management Copyright Copyright Texas Education Agency 2014 These Materials are copyrighted and trademarked as the property of the Texas Education Agency TEA and may not be reproduced without the express written permission of TEA except under the following co ID: 760663
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It’s All About Customer Service
Travel and tourism management
Slide2Copyright
Copyright © Texas Education Agency, 2014. These Materials are copyrighted © and trademarked ™ as the property of the Texas Education Agency (TEA) and may not be reproduced without the express written permission of TEA, except under the following conditions:1) Texas public school districts, charter schools, and Education Service Centers may reproduce and use copies of the Materials and Related Materials for the districts’ and schools’ educational use without obtaining permission from TEA.2) Residents of the state of Texas may reproduce and use copies of the Materials and Related Materials for individual personal use only, without obtaining written permission of TEA.3) Any portion reproduced must be reproduced in its entirety and remain unedited, unaltered and unchanged in any way.4) No monetary charge can be made for the reproduced materials or any document containing them; however, a reasonable charge to cover only the cost of reproduction and distribution may be charged.Private entities or persons located in Texas that are not Texas public school districts, Texas Education Service Centers, or Texas charter schools or any entity, whether public or private, educational or non-educational, located outside the state of Texas MUST obtain written approval from TEA and will be required to enter into a license agreement that may involve the payment of a licensing fee or a royalty.For information contact: Office of Copyrights, Trademarks, License Agreements, and Royalties, Texas Education Agency, 1701 N. Congress Ave., Austin, TX 78701-1494; phone 512-463-7004; email: copyrights@tea.state.tx.us.
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Copyright © Texas Education Agency, 2014. All rights reserved.
Slide3Customer Service
The total customer experience with that business
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“There is only one boss. The customer. And he can fire everybody in the company from the chairman on down, simply by spending his money somewhere else.” -Sam Walton
Copyright © Texas Education Agency, 2014. All rights reserved.
Slide4Guest Needs
Abraham Maslow
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Copyright © Texas Education Agency, 2014. All rights reserved.
Slide5Maslow’s Hierarchy of Needs in Travel and Tourism
The needs of the lower level of the pyramid must be met before the next higher need on the pyramid can be met
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Source: Maslow, A. H. (1971).
The farther reaches of human Nature. New York: Viking Press.
Copyright © Texas Education Agency, 2014. All rights reserved.
Slide6Basic Needs
The high-level needs are more complex but are as important for human development
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Source: Maslow, A. H. (1971).
The farther reaches of human Nature. New York: Viking Press.
Copyright © Texas Education Agency, 2014. All rights reserved.
Slide7Quality Service
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Copyright © Texas Education Agency, 2014. All rights reserved.
Slide8Travel and Tourism Employees
Employees who are focused on guest needs have these characteristics:Address guests by nameAre well-groomedHave good postureMake eye contactRespond quickly to requestsSmile
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Slide9Guest’s Name
Use the guest’s name whenever possible
Guests feel important and welcomeAre more likely to return
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Copyright © Texas Education Agency, 2014. All rights reserved.
Slide10Well-groomed
Image is importantEmployees seen by the public should have:A clean uniformA good appearanceGood grooming
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Copyright © Texas Education Agency, 2014. All rights reserved.
Slide11Eye Contact
A powerful act of communicationIndicates a willingness to serveShows interest
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Slide12Posture
Should be relaxed, but alert
Head upFace should look interestedProject a positive attitude
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Slide13Respond quickly
Attitude should be positiveDemonstrate willingness to helpResponse should be competentShow concern
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Slide14Smile
Demonstrates:An eagerness to helpCare and warmthFriendliness RespectAlso shows you enjoy your job!
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Beauty and the BeastBe Our Guest!
(click on link)
Copyright © Texas Education Agency, 2014. All rights reserved.
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Questions?
Copyright © Texas Education Agency, 2014. All rights reserved.
Slide17References and Resources
Book:Remarkable service: a guide to winning and keeping customers for servers, managers and restaurant owners. (2009). Hoboken, NJ: John Wiley & Sons.Images:Microsoft Office Clip Art: Used with permission from MicrosoftTextbooks:Hospitality services reference book. (2001). The Curriculum Center for Family and Consumer Sciences. Lubbock, TX.Reynolds, J. S. (2010). Hospitality services: Food & lodging. Tinley Park, IL: Goodheart-Wilcox Company.Website:Texas A & M Agrilife ExtensionOnline courses and programsFor everyday people interested in learning more about a variety of topicshttps://extensiononline.tamu.edu/secure_index.phpYouTube(tm) video:Beauty and the Beast - Be Our Guest Be Our Guest song from Beauty and the Beasthttp://youtu.be/afzmwAKUppU
Copyright © Texas Education Agency, 2014. All rights reserved.
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