Customer Service Service is an activity that is done for another person Customer service in a hospitality business is the total customer experience with that business This includes: performance of the staff courtesy of the staff cleanliness of the property and way customers are treated during their 1st visit

Customer vs. Guest A customer is someone that purchases products or services from a business A guest is a customer who purchases products or services from a hospitality business These words may be used interchangeably!

Main Reason…. Customer is the main reason for the hospitality industry No customers; no business!!! The industry depends on return customers Poor service is the #1 reason customers do not return Service is critical……………………….

Who are the customers? It’s everyone in all shapes, sizes, nationalities, religions, backgrounds, etc. With the increase in world travel, people are traveling everywhere. In just 1 resort you could have guests from all 50 states, Japan, Europe, Asia, and Africa. They would all have different languages, customs, expectations and needs The best way to understand people is to develop empathy---- -ability to put yourself in their shoes and know how they feel

Customers’ Needs Hungry? Need a place to eat Hot? Need a cool drink and place to cool off Tired? Need a place to rest, sleep Want to feel welcomed? Return to a familiar place where server recognizes you, THE QUALITY OF FEELING WELCOME IS MORE IMPORTANT THAN THE QUALITY OF THE FOOD OR THE HOTEL ROOM

Hospitality Businesses satisfy both physical and psychological needs! Maslow: created a method to describe how needs are met He ranked them in order to most basic to higher needs Called a hierarchy; represented in a pyramid Most basic are at the bottom (physical and safety needs)---these must be filled before the person has the energy to pursue higher needs

Maslow’s Hierarchy of Needs

Higher Needs These are mostly psychological needs These include: need to feel accepted need for self esteem desire for self-actualization Self-actualization means expressing your true self through reaching personal goals and helping other people This is being all that you can be; reaching your full potential!

Satisfying Customer Needs n. Positive feeling customers have about a business that meets their needs Customer satisfaction is the positive feeling customers have about a business that meets their needs Quality service is service that meets or exceeds customer expectations Consistent quality service is providing the same good service each and every time they come into your business

Why is quality service important? Word of Mouth publicity----people talk about their experiences to their family and friends and whether good or bad pass on an opinion about a business

Hospitality Employees Front of house: area of a hospitality business that customers see…..dining room, entrance Back of house: area of a hospitality business that customers usually do not see: kitchen, laundry Customer focused employee: one who can anticipate customers needs

Critical Moment A time when the customer’s experience makes a bigger impact on a customer’s satisfaction than at other times such as: phone calls, building entrance, The greeter, the wait, the table or hotel room, busser or server, manager, arrival of food, restroom, the bill or check, the goodbye!