1. Hospitality Services: Professional Customer Service

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3. Importance of Quality Service
Hospitality companies meet the needs of their customers through quality service. Quality service is achieved by thoroughly training employees in the art of customer service. Quality service is service that meets or exceeds customer expectations. Customers’ expectations change with the situation. Customer expectations at a fast-food restaurant will probably be different from expectations at a fancy restaurant. 3
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Quality Service
Universal customer expectations include:
To be treated with dignity and respect
To have their requests be handled accurately and efficiently
Honesty in menu descriptions
Money transactions to be handled honestly and accurately
Universal customer expectations include:
To be treated with dignity and respect
To have their requests be handled accurately and efficiently
Honesty in menu descriptions
Money transactions to be handled honestly and accurately
Quality service is the key to establishing and maintaining a successful business. Service always depends on the employee who provides the service. 4
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5. Compliments from Customers
Customers frequently compliment the following service elements:
cleanliness and attractiveness of the facilities and grounds
employees who anticipate customer needs
employees who respond quickly to requests
Customers frequently compliment the following service elements:
cleanliness and attractiveness of the facilities and grounds
employees who anticipate customer needs
employees who respond quickly to requests
Each of these service elements is based on good training and the attitude of employees. 5
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6. Critical Moments of Service
A critical moment is a time when the customer’s experience makes a bigger impact on customer satisfaction than at other times.
All service encounters are important. However, certain service encounters have a greater impact on customer satisfaction than others. These important service encounters are called critical moments. A critical moment is a time when the customer’s experience makes a bigger impact on customer satisfaction than at other times.
Eleven critical moments include:
Arrival of food
Encounter with the manager
First encounter with bussers and servers
First moments at the table or in the hotel room
First phone call to the business
First view of the building entrance
Interaction with the greeter
Last interaction with server or front office staff
Presentation of the check or bill
Visit to the restroom
Wait for a table or room
The employee’s appearance and communication skills are key to the success of the company. First impressions are very important and the company wants to make a positive one. Make sure the grounds, building and interior of the company are clean and litter free, as well. 5
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Teamwork
An attitude of teamwork includes:
commitment to the team and its members
cooperation, the ability to work with others
Cooperation is willingness to do what it takes to get the job done. A cooperative worker follows instructions and asks questions when he or she doesn’t understand what to do.
Someone who has the ability to work with others is:
agreeable
does not create conflict or angry situations
pleasant
Such a person understands and respects diversity. He or she can work with people from all kinds of backgrounds and points of view. He or she also knows how to resolve a difference of opinion or conflict in a positive way.
Commitment to the team and its members means that you feel an obligation to do your part for the sake of the team and your project. Teamwork on the job is much like being part of a football team.
The success of the whole team depends on your:
good attitude
individual attendance
professional skills
Punctuality
If one person does not perform well on a team, the entire team will suffer. The same is true of teamwork on the job. 7
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8. Vocabulary skills in the hospitality services industry
If we want to express our thoughts, opinions or feelings in any language, we need to know a set of words that will express our views about any topic. Possessing a common vocabulary increases understanding of those involved in the conversation.
Many hospitality jobs are tourism related. Employees and travel related businesses are all considered part of the tourism industry. It is important to develop technical vocabulary to enhance customer service.
Includes customer service in:
casinos
hotels
motels
National and state parks
professional sports teams/sporting events
restaurants/bars/taverns
theater/stage productions
theme parks
The next slides will review technical vocabulary terms used in the hospitality services industry. 8
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9. Customer Service Vocabulary
Added value - Over and above the basic product or service
Code of practice – Guides employees on how they should conduct business
Teacher note: As a group, you may opt to have the students practice using the vocabulary terms. Check for understanding. 9
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10. A Day in the Hospitality Industry
(click on image)
Click on image to view video:
A Day in the Hospitality Industry
If you can think on your feet, are creative, like geography, like to travel and have great attention to detail, then a career in hospitality management might be right for you. 19
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11. References and Resources
Images:
All photos obtained through a license with Shutterstock.com™
Websites:
Institute of Customer Service
Resources, glossary and guidance notes on customer service.
Wordle
Ideas for creating vocabulary or a personal Wordle.
YouTube™:
A Day In The Hospitality Industry
If you can think on your feet, are creative, like geography, like to travel and have great attention to detail, then a career in hospitality management might be right for you. 20
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