4.01 Understand customer service skills to ensure guest and customer satisfaction at hospitality and tourism destinations. Vocabulary

Customer Service Customer Service in a hospitality business is the total customer experience with that business. Includes: Performance of staff Courtesy of staff Cleanliness of property Way customers are treated during visit

Vocabulary Guest Publicity quality service Service word of mouth Customer Service consistent quality service critical moment Customer Customer satisfaction Customer service encounter customer-focused employee Guest Publicity quality service Service word of mouth HospitalityServices (3rd ed.) (pp. 12, 22-26).

Motivation and Satisfying customer’s needs 4.01 Understand customer service skills to ensure guest and customer satisfaction at hospitality and tourism destinations. Motivation and Satisfying customer’s needs

Classify categories and motivation of travelers and tourists. Motivation is a process where our need activates a selected behavior thanks to we can try to achieve our goal .

Self Actualization can be met through travel to foreign countries or taking educational tours Acceptance or Belongingness can be fulfilled by eating with friends at a restaurant and Esteem by staying at a luxury hotel. Also Hospitality businesses can meet these needs by through the way they treat their customers. Restaurants provide Food and Hotels provide lodging, security, some have stores for clothes and cruises have medical. How do Maslow’s Hierarchy levels of human need relate you as a customer?

Different ways to satisfy customer needs through quality service. Customer satisfaction is the positive feeling customers have about a business that meets their needs. Quality Service Consistent Quality Service

Good and Bad Customer Service https://www.youtube.com/watch?v=pHSvaRdsN3g

4.01 Understand customer service skills to ensure guest and customer satisfaction at hospitality and tourism destinations. Critical Moments

Characteristics of customer-focused employees Customer focused employee is an employee who can anticipate customer needs Make eye contact Good posture Smile Respond Quickly Use Customer’s Name Show Empathy They are clean and well groomed

A critical moment is a time when the customer’s experience makes a bigger impact on customer satisfaction than at other times. For each below listed critical moment, provide an example of how a customer-focused employee could make a positive impact on the customer. Critical Moment Example Phone Call   Answer the phone politely and be helpful. Building Entrance Greeter Wait Table or Hotel Room Busser and Servers Manager Arrival of Food Restroom Check or Bill Goodbye

Critical moments between a customer and an employee in the hospitality and tourism industry.

Bring it on – The Ritz Hotel Waiters

Highlight the vocabulary terms used in the story. Vocabulary Story Identify a customer problem and resolution as a basis for the story. Use the below listed terms to prepare a one- page story regarding customer satisfaction. Also include why customers are important to the hospitality and tourism industry. Highlight the vocabulary terms used in the story. A rubric is on Google Classroom to guide your work and evaluate the story

Mr. Bean in Room 426