1. Name your favorite place(s) to eat and why. (do not just write because it is good, be more descriptive!) Bellringer

2. Customer Service in Hospitality

3. Service is what the employees provide Hospitality is how services are performed; it is a feeling that customers take with them. Hospitality versus Service

4. Called guests- someone to whom hospitality is offered. Internal External Who are the customers?

5. Maslow’s Hierarchy of Needs Why do you visit hospitality businesses?

6. With a partner discuss the following. Pick one person to share with the class. What are your expectations when you dine at a Fast Food Restaurant? What are your expectations when (or if) you dine at a Fine Dining Restaurant? What are the differences? Activity

7. 1.To be served in a short time 2.To have someone help solve problems 3.To be shown respect 4.To be treated with special attention 5.To be the number one priority 6.To get straight, truthful answers to questions 7.To be treated like a special guest during the entire lodging or dining experience Guest Expectations

8. Good and bad service leaves a strong impression Word of mouth advertising More powerful than paid advertising Why is service important?

9. Each employee, from the manager to the parking valet Who is responsible for service in a hospitality business?

10. 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

11. “Seven Deadly Sins of Service” 1.Apathy 2.Brush-off 3.Coldness 4.Condescension 5.Robotics 6.Rule book 7.Runaround

12. Moments of Truth Any episode in which the customer comes in contact with any aspect of the organization and gets an impression of the quality of its service.

13. Moments of Truth Examples in a restaurant: Guest calls for reservation Guest tries to find restaurant Guest parking Guest welcome Guest is told table is not ready

14. Customer Loyalty Repeat Business Employee Morale Profits Image and Reputation Money Impact of Good and Bad Customer Service

15. “You cannot please everyone” Dealing with Customer Complaints in Hospitality

16. 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 Handling Customer Complaints

17. 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”

18. In a group of 3, role play a hospitality scenario 1 person is the customer 1 person is the employee 1 person is the observer Act out while the observer checks off the technique the employee uses. Discuss effective solutions Rotate, so that each person gets a chance to do all 3 roles. Activity