2. 2
Service: The Heart of Hospitality

3. Objectives
Analyze why customers are important to the hospitality business.
Describe the needs that hospitality businesses satisfy.
Explain the importance of quality service.
Describe the two types of hospitality employees.
continued

4. Objectives List the six characteristics of customer-focused employees.
Distinguish the 11 critical moments in customer service.
Assess the importance of good communication skills.
Describe methods of handling customer complaints.

5. Customer Service Service is an activity done for another person
is the total experience a customer has with that business
A customer experience includes:
staff performance and courtesy
cleanliness of the property
the way customers are treated

6. Customers Customer or Guest
someone who buys products or services from a business
The success of a hospitality business depends on
return customers
The number one reason customers do not return to a business
Poor Service
Empathy
helps hospitality workers provide what customers need

7. Customers’ Needs Human needs:
Basic physical needs, such as food and shelter
Psychological needs, such as feeling accepted and fulfilling personal goals

8. Satisfying Customer Needs
Hospitality companies strive for:
customer satisfaction
The positive feeling a customer has about a business that meets their needs.
Quality service
is service that meets or exceeds customer expectations
Consistent quality service
means providing the same good service and products each time a customer comes to a business
Quality service depends on
service encounters
The interaction between a customer and a staff member.

9. Quality Service All customers expect
to be treated with dignity and respect
to have their requests handled accurately and efficiently
truthful product descriptions and answers to their questions
honesty and accuracy in money transactions

10. Quality Service
Customers frequently complement the following services:
Clean and attractive appearances of the facility and grounds
Employees who respond quickly to request
Employees who anticipate customer needs
These complements are based on good training and the attitude of the employee

11. Importance of Service Quality
Poor service results in loss of customers and bad word-of-mouth publicity
Quality service brings repeat customers and generates positive word-of-mouth publicity
Quality service is achieved by employees who are skilled at their jobs and understand the art of customer service

12. Hospitality Employees
Front-of-the-house employees work in areas that guests usually see, such as the lobby
Back-of-the-house employees work in areas guests do not usually see, such as the laundry
All employees are responsible for providing quality service
Desire to please the customer is the first requirement of quality service
continued

13. Hospitality Employees
An employee with a sincere attitude remembers that the customer is the reason for the business
This attitude develops from being customer-focused

14. Customer-Focused Employees
make immediate eye contact
have good posture
smile warmly
respond quickly to requests
use the customer’s name whenever possible
are clean and well groomed

15. Critical Moments
Service encounters that have a big impact on customer satisfaction are critical moments
Proper responses at critical moments reflect quality service
Employees can make sure critical moments leave a positive impression

16. 11 Critical Moments First phone call First view of entrance
Interaction with greeter
Wait for table or room
First moments at table or in room
First encounter with busser and servers
Encounter with manager
continued

17. 11 Critical Moments Arrival of food Visit to restroom
Presentation of check or bill
Last interaction with server or front office staff

18. Customer Relations Techniques
Providing good customer service requires customer relations skills
Customer relations skills include
communication skills
the ability to handle customer complaints

19. Communication Skills
Employees must be able to communicate effectively with customers, coworkers, suppliers, and guests
Three communication methods are
verbal (spoken)
written
nonverbal (body language)

20. Handling Customer Complaints
Listen with empathy
Allow the customer to vent
Be supportive
Do not blame someone else
Have a positive attitude
Offer solutions
Follow through on the solution

21. Chapter 2 Review
What is the number one reason customers do not return to a business?
poor service
Hospitality services need to provide for customers’ physical and _____ needs.
psychological
continued

22. Chapter 2 Review What is quality service?
service that meets or exceeds customer expectations
Making immediate eye contact and responding quickly to customer requests are examples of being a _____ employee.
customer-focused
continued

23. Chapter 2 Review What are critical moments?
service encounters that have a big impact on customer satisfaction
Name two customer relations skills.
communication skills and the ability to handle customer complaints