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Service: The Heart of Hospitality Chapter Two. Customer/Customer Needs Satisfying Customer Needs Hospitality Employees Customer Relation Techniques 4.

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Presentation on theme: "Service: The Heart of Hospitality Chapter Two. Customer/Customer Needs Satisfying Customer Needs Hospitality Employees Customer Relation Techniques 4."— Presentation transcript:

1 Service: The Heart of Hospitality Chapter Two

2 Customer/Customer Needs Satisfying Customer Needs Hospitality Employees Customer Relation Techniques It is all about the CUSTOMER! Kick Off Activity

3 The Customer: Someone who purchases products or services from a business, such as a department store or a hotel. Hospitality customers are often referred to as guests. The whole reason for the existence of the hospitality industry. Come in all shapes and sizes, abilities and personalities, ethnic backgrounds and religions.

4 Return Customer Satisfied Customer Good Customer Service

5 What is Customer Service: Customer Service in the hospitality industry is the total customer experience with that business. Experience includes: Performance of the staff The courtesy of the staff The cleanliness of the property The way the customers are treated during their stay

6 Good Customer Service means meeting Customer Needs Hospitality businesses satisfy both the physical and psychological needs of customers. These needs may require food, drink, lodging, transportation or just something as simple as making the customer feel welcome.

7 Maslows Levels of Human Needs` Physical Water – Food – Shelter - Rest Acceptance Affection – Approval - Belonging Safety Freedom from danger – financial security Esteem Self-respect Respect from Others Self- Actualization Personal Goals – Help others

8 Relating Physical Training to Maslows Hierarchy Physiological - You dont train so its not. Shame on you! Safety – It is something you feel like you have to do to be healthy and look good. Love & Belonging – It is something you look forward to. Esteem – It becomes a part of who you are Self-Actualization - It becomes what you do professionally on some level.

9 Applying Maslows Hierarchy to the Hospitality Industry People are our business. We want the Return Customer. Essential in better understanding the needs of the CUSTOMER. Group Activity

10 Customer Needs and Maslows Hierarchy Most hospitality businesses fill customers basic physical and safety needs. -Restaurants provide food -Hotels provide overnight lodging for tired travelers. -Hotels provide electronic key systems for security.

11 Customer Needs and Maslows Hierarchy Many hospitality businesses also provide ways for customers to meet needs for acceptance, esteem, and self-actualization. -Acceptance needs can be fulfilled by eating with friends at a restaurant, attending a conference. -Esteem needs can be met through staying at luxury hotels. -Self-actualization needs can be met through travel to foreign countries or taking educational tours.

12 REMEMBER AND CALL THE CUSTOMER BY HIS OR HER NAME. An easy and good way to fulfill customers esteem and acceptance needs is by treating them with respect and dignity.

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