Write a paragraph discussing what customer service means to you. Please provide examples. (minimum of 5 sentences) Journal Entry Example Date: 8/30 Title: Customer Service Journal Activity

Be Our Guest! Customer Service Skills

›The friendly and generous reception and entertainment of guests, visitors, or strangers. What is Hospitality?

The Hospitality Industry ›Hospitality includes travel and tourism, the world’s largest industry ›In the United States, the hospitality industry is the second- largest employer ›Money spent by travelers flows through the economy, affecting many other businesses ›Common dynamics: –Delivery of services and products –Customer and guest impressions are critical

›Hospitality and tourism are like a giant puzzle with each part dependent on the other to: –Provide a wide variety of guest services –Encourage global travel and tourism –Meet the guest needs of a global traveling public How are all the various hospitality and tourism businesses dependent on one another for success?

›Businesses within each of the main categories offer both similar and different services to their guests.

Characteristics of the Hospitality Industry ›Product is intangible and perishable ›No such thing as business hours ›Hospitality operations run on a 24-hour basis all year round ›Characterized by shift work

›Meeting the needs of guests the way they want and expect to be met. ›Universal expectations What is guest service?

A Customer Focus ›All segments of the industry must meet customer needs ›All hospitality workers contribute to a customer’s overall experience

10 If you work just for money, you'll never make it, but if you love what you're doing and you always put the customer first, success will be yours. -Ray Kroc The total customer experience with that business CUSTOMER SERVICE Copyright © Texas Education Agency, All rights reserved.

11 AppearanceBenefits AttitudeGoals Quality Service Copyright © Texas Education Agency, All rights reserved.

Appearance ›Hygiene –Hair –Hands and nails ›Jewelry ›Uniform 12 Copyright © Texas Education Agency, All rights reserved.

Attitude ›Be someone who is: –Friendly and cheerful –Positive –Shows courtesy to customers –Takes pride in their work –Willing to please the customer 13 Copyright © Texas Education Agency, All rights reserved.

Benefits ›Enhanced business reputation ›Improved customer satisfaction ›Increased profits ›Greater customer loyalty ›Positive work environment ›Reduced marketing costs 14 Copyright © Texas Education Agency, All rights reserved.

Goals The primary goal of a quality foodservice industry is to always make the customer feel special. ›Display courtesy, respect and friendliness ›Greet customers immediately upon arrival ›Make the customer feel welcome ›Set the stage for a pleasant dining experience 15 Copyright © Texas Education Agency, All rights reserved.

For Success in Service We Need to: ›Focus on the guest ›Understand the role of the guest-contact employee ›Weave a service culture into education and training systems ›Thrive on change

17 Beauty and the Beast Be Our Guest! (click on link) Copyright © Texas Education Agency, All rights reserved.

Disney Service Model ›Smile ›Make Eye contact ›Respect and welcome all guests ›Value the magic ›Initiate guest contact ›Creative service solutions ›End with a “thank you”

›Why is quality guest service such an important part of the hospitality and tourism industry? Question

Questions? 20 Copyright © Texas Education Agency, All rights reserved.

References 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 Microsoft Textbooks: ›Culinary essentials. (2010). Woodland Hills, CA: Glencoe/McGraw Hill. ›Foundations of restaurant management & culinary arts: Level one. (2011). Boston, MA: Prentice Hall. ›Reynolds, J. S. (2010). Hospitality services: Food & lodging. Tinley Park, IL: Goodheart-Wilcox Company. Website: ›Ray Kroc Restaurant Chains ›Texas A & M Agrilife Extension Online courses and programs For everyday people interested in learning more about a variety of topics YouTube(tm) video: ›Beauty and the Beast - Be Our Guest Be Our Guest song from Beauty and the Beast 21 Copyright © Texas Education Agency, All rights reserved.