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Service: The Heart of Hospitality. Chapter 2 Hospitality & Tourism. Introduction. Service: activity that is done for another person (often refers to the act or manner of serving food & drink-more than that-satisfy people’s needs)

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service the heart of hospitality

Service: The Heart of Hospitality

Chapter 2

Hospitality & Tourism

  • Service: activity that is done for another person (often refers to the act or manner of serving food & drink-more than that-satisfy people’s needs)
  • Customer Service: total customer experience with that business (performance of all staff, cleanliness of property, and the way customers are treated during their visit)
  • Customer: is someone who purchases products or services from a business (department store, hotel, etc.)
  • Guest: customer who purchases products or services from a hospitality business
  • Guest & Customer are used interchangeably
  • Customer is the main reason of the hospitality industry
    • If there were no customers, there would be no business
    • Poor service is the #1 reason customers do not return to a business
who is the customer
Who is the Customer?
  • Come in all shapes, sizes, abilities, personalities, ethnic backgrounds, & religions
  • Come from all over the world
  • Different languages, customs, & expectations
  • Some have special needs (diabetes, wheelchair, etc)
  • Hospitality workers need to develop the ability to understand and relate to all different kinds of people
  • Empathy: ability to put yourself in someone else’s shoes and know how that person feels
    • Will help you figure out customer’s needs
customer s needs
Customer’s Needs
  • Customers look for a place where they feel welcome
  • Quality of feeling welcome is often more important than the quality of the food or the comfort of the hotel room
  • Hospitality industry satisfies both physical and psychological needs of customers
  • Abraham Maslow: developed a method to describe how human needs are met.
    • Maslow’s Hierarchy
      • Basic needs are at the bottom of the pyramid
      • Needs at the bottom of the pyramid must be partially or fully met before you can move up the pyramid
satisfying customer needs
Satisfying Customer Needs
  • Customer Satisfaction: positive feeling customers have about a business that meets their needs
  • Hospitality companies meet the needs of their customers through quality service
  • Quality Service: service that meets or exceeds customer expectations
    • Expectations change with the situation
    • Expectations at a fast food restaurant are different than those at a 5 star restaurant
    • Certain expectations are universal (treated with dignity & respect)
quality service
Quality Service
  • Quality service is the key to establishing & maintaining a successful business
  • Important service elements:
    • Cleanliness and attractive appearance of facilities and grounds
    • Employees who respond quickly to requests
    • Employees who anticipate customers’ needs
  • These elements are based on good training and the attitude of employees
consistent service
Consistent Service
  • Consistent quality service: providing the same good service and products to customers each and every time they come to your business
  • Delivering quality service always involves people
  • Service Encounter: interaction between a customer and a staff member
    • Basic building blocks of quality hospitality service
    • Service encounters occur before, during, and even after the customer’s visit
  • Employees must be at their best at all times to ensure good service encounters
  • Hospitality businesses often fail or succeed based on the quality of service
importance of service
Importance of Service
  • Quality service is important because people often talk about their experiences
  • Customer Focused Employees: employee who can anticipate customer needs
  • Customer Focused Employees have the following 6 characteristics
    • Make immediate eye contact
    • Have good posture
    • Smile warmly
    • Respond quickly to requests
    • Use the customer’s name whenever possible
    • Clean and well groomed
hospitality employees
Hospitality Employees
  • People who provide quality service in the hospitality industry
  • Two groups
    • Front of House: employees that guests usually see (entrance & dining room, lobby, etc.)
      • Interact with customers-servers, cashiers, hosts & hostesses, bell attendants, front desk staff
    • Back of House (guests usually do not see) also called the heart of the house (kitchen, receiving, storage areas, laundry, offices, boiler room)
      • Rarely involved with customers-chefs, cooks, dishwashers, housekeepers, building engineers, grounds attendants
hospitality employees1
Hospitality Employees
  • Customer Focused (can anticipate customer needs)
    • Make immediate eye contact
    • Have good posture
    • Smile warmly
    • Respond quickly to guests requests
    • Use the customer’s name whenever possible
    • Clean & well groomed
critical moments
Critical Moments
  • Critical moment: time when the customer’s experience makes a bigger impact on customer satisfaction than at other times (11 critical moments in hospitality)
  • Phone calls, building entrance, the greeter, the wait, the table or hotel room, the busser & servers, the manager, the arrival of food, the restroom, the check/bill, the goodbye (See page 53 box at the top)
customer relation techniques
Customer Relation Techniques
  • Communication Skills
    • Verbal Communication
    • Written Communication
    • Nonverbal Communication
handling customer complaints
Handling Customer Complaints
  • Listen with empathy
  • Allow the customer to vent
  • Be supportive
  • Don’t blame someone else
  • Have a positive attitude
  • Offer solutions
  • Follow through on the situation