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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
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Be Our Guest! Customer Service Skills
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›The friendly and generous reception and entertainment of guests, visitors, or strangers. What is Hospitality?
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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
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›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?
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›Businesses within each of the main categories offer both similar and different services to their guests.
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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
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›Meeting the needs of guests the way they want and expect to be met. ›Universal expectations What is guest service?
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A Customer Focus ›All segments of the industry must meet customer needs ›All hospitality workers contribute to a customer’s overall experience
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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, 2014. All rights reserved.
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11 AppearanceBenefits AttitudeGoals Quality Service Copyright © Texas Education Agency, 2014. All rights reserved.
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Appearance ›Hygiene –Hair –Hands and nails ›Jewelry ›Uniform 12 Copyright © Texas Education Agency, 2014. All rights reserved.
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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, 2014. All rights reserved.
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Benefits ›Enhanced business reputation ›Improved customer satisfaction ›Increased profits ›Greater customer loyalty ›Positive work environment ›Reduced marketing costs 14 Copyright © Texas Education Agency, 2014. All rights reserved.
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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, 2014. All rights reserved.
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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
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17 Beauty and the Beast Be Our Guest! (click on link) Copyright © Texas Education Agency, 2014. All rights reserved.
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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”
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›Why is quality guest service such an important part of the hospitality and tourism industry? Question
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Questions? 20 Copyright © Texas Education Agency, 2014. All rights reserved.
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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 http://www.pbs.org/wgbh/theymadeamerica/whomade/kroc_hi.html ›Texas A & M Agrilife Extension Online courses and programs For everyday people interested in learning more about a variety of topics https://extensiononline.tamu.edu/secure_index.php YouTube(tm) video: ›Beauty and the Beast - Be Our Guest Be Our Guest song from Beauty and the Beast http://youtu.be/afzmwAKUppU 21 Copyright © Texas Education Agency, 2014. All rights reserved.
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