1. 4.01 Understand customer service skills to ensure guest and customer satisfaction at hospitality and tourism destinations.
Vocabulary

2. 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

3. 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).

4. 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

5. 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 .

6. 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?

7. 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

8. Good and Bad Customer Service

9. 4.01 Understand customer service skills to ensure guest and customer satisfaction at hospitality and tourism destinations.
Critical Moments

10. 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

11. 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

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

13. Bring it on – The Ritz Hotel Waiters

14. 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

15. Mr. Bean in Room 426