Objectives Explain why customers are important to the hospitality business Describe the needs that hospitality businesses satisfy Explain the importance of quality service Describe the two types of hospitality employees ID: 756548
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Slide1
Service: the Heart of hospitalitySlide2
Objectives
Explain why customers are important to the hospitality business
Describe the needs that hospitality businesses satisfy
Explain the importance of quality service
Describe the two types of hospitality employees
List the six characteristics of customer-focused employees
Indentify the 11 critical moments in customer service
Explain the importance of good communication skills
Describe methods of handling customer complaintsSlide3
Service
Is an activity that is done for another person
Hospitality – Satisfying people’s needs
Customer Service
is the total customer experience with that business
Performance of staffCourtesy of the staff The cleanliness of the property Way they are treatedSlide4
Customers
Someone who purchases products or services from a business
Guests
– a customer who purchases products or services from a hospitality business.
Customer
= main reason for hospitality industryNo customers = NO business = NO PROFITSWho are the customers:Anybody and everybody
Diverse – languages, background, disabilities, height, shape, special needsBest way to understand people – empathy – the ability to put yourself in someone else’s shoes and know how that person feelsEmpathy – figure out what customer needsSlide5
Customer Needs
As a table,
List some customers needs when they are away from home.Slide6
Customers’ needs
Hungry = food
Hot/thirsty = drink
Tired = a place to sleep
People need more than good food, cold beverages or a comfortable place to sleep
WelcomeThe quality of feeling welcome is often more important that the quality of the food or the comfort of a hotel roomHospitality satisfies both physical & psychological needs of customersAbraham Maslow – ranked human needs in order from most basic to highSlide7
Satisfying customer needs
Customer satisfaction
– the positive feeling customers have about a business that meets their needs
How is it achieved – training employees in the art of customer service
Quality service
– service that meets or exceeds customer expectationsTreated w/dignity & respectHonest money transactions
Honesty in menusQuality service = KEY establishing & maintaining a success business Slide8
What do you think customers frequently complain about
Cleanliness & attractive appearance of facilities & grounds
Employees who respond quickly to requests
Employees who anticipate customer needs Slide9
Consistent service
Consistent quality service
– providing the same good service & products to customers each & every time they come to your business
Key to success
Depends on PEOPLE – interactions between customer & staff member -
service encounter Building blocksHappens before, during and after
1st encounter = 1st impression Fail or succeed depending on
quality of serviceSlide10
The importance of service quality
Why is it so important???
Talk
Word-of-mouth publicity
– informal conversation people have about the experiences with a business
One of the major ways we find out a business90% + unhappy customers will do not return & will tell at least 9 peopleFlip side = Positive people = FREE publicity Slide11
Hospitality employees
Two groups
Front-of-the-House
The area that guests usually see
Back-of-the-House
Area that guest normally do not seeHeart-of-the-houseRestaurant -
Front-of-the-House employeesMain function is to interact with customersBack-of-the-house employeesWork rarely involves interacting w/customers Slide12
Front of & Back of the House employees
Are front of the house employees the only ones that need to worry about customer???
NO
All
employees are responsible for making sure customers receive the best service possible
Customer focusedAll interactions makes an impression1
st Requirement of quality serviceSincere desire to please the customerPicture to the left a BIG
NO – NO Slide13
Customer-FOCUSED EMPLOYEES
Quality service – customer doesn’t have to ask for anything – it’s there!!
Customer-focused employee – an employee who can anticipate customer needs
Make immediate eye contact
They have good posture
Smile warmlyRespond quickly to requestsUse the customer’s name whenever possibleClean & well groomedSlide14
Learning target
Critical moments & handling customers
Handouts
Grade Back-of-the House & Front-of-the house
gradebookSlide15
Customer focused employees
Eye contact
Make eye contact as soon as the he/she enters
Often, as you open the door for the customer
Eye contact – shows a willingness to serve!
Communicates that you are giving customer your TOTAL attentionPostureImportant trait for allEmployees that customers see should pay particular attention
Head – upDo not stare at the ground or off in spaceAvoid slumping or stooping back Face – interested & lively, not bored
Project an attitude of enthusiasm
Smile
Part of the uniform
Warm smile – respect & readiness to serve, friendly, shows enjoyment of jobSlide16
Customer focused employees
Respond Quickly
Respond quickly
Attitude – positive & business like
Response – competency, concern for customer & willingness to help
Customer’s NameWhen possibleRestaurants – waiting list – names to be seated
Bell attendants – front desk Feel important & welcome – likely to return to business Well GroomedHospitality image – made by the staff
EXTREMELY important
Uniforms regulations Slide17
Critical Moments
All service encounters – important
Certain ones have a greater impact on customer satisfaction
Critical moment
– time when the customer’s experience makes a bigger impact on customer satisfaction than at others
There are 11, as a table can you name themSlide18
Critical Moments
Phone calls
Guests form an impression based on the way a person answering the phone treats them
Rude – no business
The building entrance
Set the themeDirty – place is dirty People will not enterEmployees inspect the parking lot, sidewalks, lobby, plants, etc
You cannot fix the problem – tell someone who canSpotless – good impressionThe greeterFirst person guest seesGreeting – formal part of the job
Good Greeter:
Open the door
Greet all guests w/in 30 seconds
“I will be right with you”
Make all guest feel valuedSlide19
Critical Moments
The wait
NOBODY likes to wait
Reality
Greeter – pleasant or not
“Please wait to be seat” sign – no greeter – guest often nervous, uncertainSee a guest acknowledge guest with a smile and a “hi, I will be right with you”
Waiting list – sell the wait – nice, warm friendly smile, collect information, how long the wait and what they can do in the mean timeThe table or hotel roomPhysical aspects =BIG impression Check for cleanliness
Restaurant – check table – sturdy, rocks – menus – clean
Hotel – room – clean – smells good- proper spot
The
busser
& servers
Bussers
Removes extra place servers & brings water
Know food & beverage just as well as the server
Servers
Spend more time w/guests than any other
Strive to create a good experience
Know everything about the menuAcknowledge all guestsBeverage order – 1
st
minutes
Learn names
Recommend
Check appearance Slide20
Critical Moments
The manager
Business cannot be managed from an office
Should try to greet all guest
Watch faces as they receive and eat food
Frequently walk the lobbyEye contactIntroduce selfThe arrival of food
How long did it takeLooks appetizingHave necessary condiments been broughtCheck back within 2 bites, not minutes – is food okAsk if they need anything else
The restroom
Clean, well stocked,
Checked every 30 minutes
Plumbing problems – engineering dept
Clean itSlide21
Critical moments
The check or bill
sit in restaurants for hours, but when they are ready to leave, they ARE ready to leave
Some will bring the check then disappear – not good
After delivering the check, take a few steps – look back see if guests are ready to pay – if not – return in 2 minutes
Hotels – checkout – critical – guests packed, ready to leaveCheck out – smooth & quicklyAsk pleasant stay???
Confirm if bill is okayCan offer to make reservations for another stayAutomated checkout – smoother & faster The good bye last critical moment
Positive last impressive
Smile, thank them for their visit
Invite them back
SMILE Slide22
At your table:
Out of the 11 critical moments which are the top 5 critical moments that your table agrees upon Slide23
Customer relations techniques
Communication Skills
Crucial for every employee
Begins @ top
Managers – rules, standards & other info.
Front-of-the-house – must communicate effectively w/customers & w/coworkers to make sure things run smoothlyBack-of-the-house – each other & outside supplier to create a smooth & efficient operationSlide24
Communication
Verbal
Tone of voice & way you speak
Proper grammar – not slang
NEVER use profanity
Never discuss one customer w/another or coworkerWrittenFood servers – ordersFront desk staff – enter information into systemNonverbal
Facial expressions, hand gestures, posture, eye contactLook away – impatience or annoyance Ignore them – “we don’t care” attitude, not importantShould convey warmth & concern Slide25
As an individual
Using written communication, write how you would handle a customer complaint.Slide26
Handling customer complaints
Will Always be
Key
– RESOLVE complaints to customer satisfaction
Seven techniques
Can you name them???Slide27
Handling customer complaints
Listen w/empathy
Try to understand & feel, see from their point
Most cases, they want someone to listen, understand, help
APOLOGY – “I am so sorry”
Allow customer to ventAllow them time toEvaluate everything carefullySeparate yourself from complain
Be supportiveExpress your concern & supportLet me mad, let talkHelpful to take notes – forms – customer heard – business keep trackDo not blame someone else
Avoid placing blame & making excuses
They don’t want to hear it
Discussion – what should and is going to be done
Your fault – own up to it & APOLOGIZE Slide28
Handling customer complaints
Have a positive attitude
Express positive attitude about the customer & the relationship with the business
Do not be negative
Offer solutions
Offer one or moreNone acceptable – ask what will it takeImportant – know company’s policies Agree on solution
Follow throughPersonally – make sure it is carried out correctly & quicklyHandled poorly – never see them again Handled positively – you may have a loyal customer