1 / 21

Chapter 2 Service: The Heart of Hospitality

Chapter 2 Service: The Heart of Hospitality. Principles of Hospitality & Tourism. Introduction. Service : activity done for another person Hospitality is the business of satisfying people’s needs Customer Service : total customer experience with that business

ally
Download Presentation

Chapter 2 Service: The Heart of Hospitality

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript

  1. Chapter 2Service: The Heart of Hospitality Principles of Hospitality & Tourism

  2. Introduction • Service: activity done for another person • Hospitality is the business of satisfying people’s needs • CustomerService: total customer experience with that business • Includes performance of the staff, courtesy of the staff, the cleanliness of the property, and the way customers are treated • Empathy: ability to put yourself in someone else’s shoes and know how that person feels • Why might it be important to be empathetic to your customers and their needs?

  3. Customers Customer: someone who purchases products or services from a business Guest: customer who purchases products or services from a hospitality business Guest and Customer are used interchangeably in hospitality

  4. Customers • Customers are the main reason for hospitality industry • Without customers there would be no business • No business = no profits • No profits = no money • Success depends on returning customers • POOR SERVICE is the number one reason customers do not return to a business.

  5. Customers’ Needs • Customers look for a place where they feel welcome • Hospitality businesses satisfy both the physical and psychological needs of customers • Maslow's Hierarchy (next slide)

  6. Maslaw’s Hierarchy of Needs • Way to describe how human needs are met • Ranked needs in order from most basic to higher needs • Basic needs are at the bottom • Physical/Safety • Must be partially met to pursue higher needs • Higher needs are psychological needs • Selfactualization: expressing your true self through reaching personal goals or helping others

  7. Maslaw’s Hierarchy (continued) • How can the hospitality industry help meet the needs in the pyramid?

  8. Satisfying Customer Needs • CustomerSatisfaction: the positive feeling customers have about a business that meets their needs. • QualityService: Service that meets or exceeds customers’ expectations . • Quality service is the key to establishing and maintaining a successful business. • Service always depends on people, the employees who provide the service • Customers frequently compliment the following service elements: • Cleanliness and attractive appearance of facilities and grounds • Employees who respond quickly to requests • Employees who anticipate customer needs

  9. Consistent Service • Quality service is necessary but more important is consistent quality service. • ConsistentQualityService: providing the same good and service each and every time they come to your business. • Think McDonalds, Olive Garden • Delivering quality service always involves people. • Depends on interactions that take place between customers and staff. • Serviceencounter: an interaction between a customer and a staff member.

  10. Importance of Service Quality • People choose restaurants based on recommendations from friends and coworkers • WORD OF MOUTH PUBLICITY: informal conversation people have about their experiences with a business • In hospitality, word of mouth is one of the major ways people learn about your business • Can give a business good publicity or bad publicity

  11. Hospitality Employees • People who provide quality service are the hospitality employees. (2 groups) • Front of the House: area in hospitality business that guests usually see. (entrance, dining room, lobby area) • Back of the House: area that guests usually do not get to see. Also called the heart of the house. (kitchen, receiving, storage, laundry, broiler room, storage, offices) • Front of the house employees work with customers and have direct contact with customers. (front desk staff, hostess, wait staff/servers, bell attendants • Back of the house employees are rarely involved with customers (cooks, chefs, dishwashers, housekeepers, engineers, etc.)

  12. Customer Focused Employees • Customer focused employee: employee who can anticipate customer needs • Customer focused employees have the six following characteristics 1. Make immediate eye contact: Shows you have a willingness to serve and are giving the guest your complete attention. 2. Have good posture: relaxed but alert; do not stare at the ground or look off into space.

  13. Customer Focused Employees 3. They smile warmly: communicates respect for the customer and readiness to help. 4. They respond quickly to requests: attitude should be positive and business like 5. They use the customer’s name whenever possible: when customers hear their own name, they feel important and welcome 6. They are clean and well groomed: Image is made from impression that staff gives; companies have strict regulations that employees must follow.

  14. Critical Moments • Critical Moments: time when customer’s experience makes a bigger impact on customer satisfaction than at other times. • Phone Call: guests first impression • First View of the building entrance • Interaction with the greater • Wait for a table or a room • First moments at the table or in the hotel • First encounter with bussers and servers • Encounter with the manager • Arrival of the food • Visit to the restroom • Presentation of the check or the bill • The last interaction with the server or the office staff

  15. Customer Relation Techniques • Customer relation skills are skills that are necessary to provide good customer service. • Communication Skills • Critical for every employee at every level • Managers must communicate the rules of the company, standards of customer service, and information about the business to their employees

  16. Verbal Communication • Verbal communication: includes the tone of the voice you use and the way you speak. • Use proper grammar at all times, not slang • Never use profanity (shows a lack of manners, lack of respect)

  17. Written Form • MUST communicate in written form • Write menu orders clearly • Write down specifics about different orders • Write publications, articles

  18. Nonverbal Communication • Nonverbal communication is how you communicate with your body language. • Facial expressions, hand gestures, posture, and eye contact are ways that we communicate nonverbally

  19. Handling Customer Complaints • There will ALWAYS be customer complaints! The key is ALWAYS to resolve the complaints with customer satisfaction. • Listen with empathy • Allow the customer to vent • Be supportive • Do NOT blame someone else • Have a positive attitude • Offer solutions • Follow through on the situation

More Related