Presentation on theme: "The Heart of Hospitality"— Presentation transcript:
1The Heart of Hospitality Chapter TwoService:The Heart of Hospitality
2It is all about the CUSTOMER! Customer/Customer Needs 1 Satisfying Customer Needs2Hospitality Employees3In the hospitality industry, it is all about the customer. Who is your customer and what are their needs? The only way to stay in any business is your ability to satisfy the needs of your customers. How are you going to do this?How good are the people you have working for you? Your employees directly impact the quality of service your business has. To do this, they must be properly trained in procedures and Customer Relation techniques. All these things intertwine and are important in good customer service and thus the success of any business.Customer Relation Techniques4Kick Off Activity
3The 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.A customer is defined as someone who purchases products or services from a business, such as a department store or a hotel. In the hospitality industry, customers are often referred to as guests and these guests are the whole reason for the existence of the hospitality industry.BECAUSE: If there were no customers, there would be no business.If there were no business, there would be no profits.The customers are the ones who actually provide the money for the business, including the SALARIES.These customers come in all shapes and sizes, abilities and personalities, ethnic backgrounds and religions.
4Secret to Success in the Hospitality Industry! ReturnCustomerGood Customer ServiceSatisfied CustomerThe Equation for success in the hospitality industry is Return Customers. To accomplish this takes good customer service because good customer service equates to satisfied customers, which result in return customers. This is why service is so important.
5What is Customer Service: Customer Service in the hospitality industry is the total customer experience with that business.Experience includes:Performance of the staffThe courtesy of the staffThe cleanliness of the propertyThe way the customers are treated during their stayCustomer service in the hospitality industry is the total customer experience with that business. This experience includes the performance of the staff (how well they do their jobs), the courtesy of the staff (how they greet and treat you), the cleanliness of the property (it doesn’t matter how nice or courteous the staff is, if the property is a mess, you are not going to want to stay there again), the way the customers are treated during their stay (after all, in this case, it is ALL ABOUT THEM). Your job depends on making them feel this way.
6Good 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.Good customer service requires meeting the needs of the customers. These needs can be either physical or psychological or both. They may require something as simple as providing food, or drink to lodging, transportation or just making the customer feel welcome with a smile.
7Maslow’s Levels of Human Needs` Self-ActualizationPersonalGoals – Help othersEsteemSelf-respectRespect from OthersAcceptanceAffection – Approval - BelongingAbraham Maslow developed a method of how human needs are met. He ranked human needs from most basic needs to higher needs.The most basic needs, one’s physical needs for water, food, shelter and rest are at the bottom.This is followed by the basic need for safety, such as freedom from danger or financial security.These two levels must at least be partially filled before a person has the energy to pursue the three higher levels, which are more psychological than physical.The third level is the acceptance level and includes feelings of affection, approval and belonging.This level is followed by the Self-esteem level, which includes feelings of self-respect and respect for others.Finally, one reaches the self-actualization level, which is a personal level with personal goals.SafetyFreedom from danger – financial securityPhysicalWater – Food – Shelter - Rest
8Relating Physical Training to Maslow’s Hierarchy Physiological - You don’t train so it’s 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 areSelf-Actualization - It becomes what you do professionally on some level.Maslow’s Hierarchy can be used in most every situation. This example has to do with training and working out.Starting at the bottom with the physiological. You might say, “You don’t train so it’s not.”Shame on you! Even if exercise does not fulfill the higher levels for you. Exercise ought to be a necessity. The body must move around to function well. The better it can move the better it can function. Who are my people in here who make it a habit to work out? This can be going to the gym or belonging to some activity that requires conditioning and working out the body. How do you feel when you work out? How do you feel when you deprive your body of a workout?Safety – You begin to get the mindset that exercising is something you have to do to be healthy and look good. You now realize that exercising is beneficial. Your mindset might be something like, “ I must exercise” or “I don’t want to, but I have to.” You have not yet reached the point where you are excited about it. However, you do recognize the benefits of exercise which is with proper exercise, you are ensuring yourself of your health, which helps to secure many other things in life. It has become a matter of safety. Something you must do to ensure your safety.Love and Belonging – You start looking forward to exercising or training everyday and if you don’t train every day, then you are looking forward to your next workout. Exercise is no longer something that you do but something you want to do. THIS IS WHERE THE REAL FUN BEGINS. You start getting a sense of belonging with others who share your passion. Training is now becoming a part of your lifestyle, something you do regularly, and something that you love to do. Exercise is no longer a chore.Esteem – Love and belonging lead right into esteem. Exercising or training is now a part of who you are. You identified with it. Training brings you a sense of accomplishment, self-esteem and makes you more confident. At this point, the thought of not being able to work out leads to depression.Finally, Self-Actualization happens for those people whose profession ends up being in the fitness area. You become a personal trainer, a coach, a performing strongman, an educator of health and physical fitness, etc. It is part of who you are, what you believe, what you stand for.
9Applying Maslow’s Hierarchy to the Hospitality Industry People are our business. We want the Return Customer.Essential in better understanding the needs of the CUSTOMER.GroupActivityWHY IS IT IMPORTANT FOR PEOPLE WORKING IN THE HOSPITALITY INDUSTRY TO HAVE A BASIC UNDERSTANDING OF MASLOW’S LEVEL’S OF HUMAN NEEDS.People are the business of the hospitality industry. The industry thrives on the RETURN CUSTOMER. It is important to know how to meet the needs of customers with varied backgrounds, cultures, languages, religions, beliefs, etc.Group activity for 3rd and 8th period - Break student’s into groups and have them develop description and a real life example of each level.For 10th period. Give them printed out assignment and make them work on it individually.
10Customer Needs and Maslow’s Hierarchy Most hospitality businesses fill customers’ basic physical and safety needs.-Restaurants provide food-Hotels provide overnight lodgingfor tired travelers.-Hotels provide electronic keysystems for security.Most hospitality businesses fill customers’ basic physical and safety needs.Restaurants provide food, hotels provide overnight lodging for tired travelers.When it comes to security, hotels provide electronic key systems for security.
11Customer Needs and Maslow’s Hierarchy Many hospitality businesses also provide ways for customers to meet needs for acceptance, esteem, and self-actualization.-Acceptance needs can be fulfilled byeating with friends at a restaurant,attending a conference.-Esteem needs can be met throughstaying at luxury hotels.-Self-actualization needs can be metthrough travel to foreign countries ortaking educational tours.Many hospitality businesses also provide ways for customers to meet needs for acceptance, esteem, and self-actualization.For example, acceptance needs can be fulfilled by eating with friends at a restaurant, attending a conference or going to a family reunion.Esteem needs can be met through staying a luxury hotels.Self-actualization needs can be met through travel to foreign countries or taking educational tours.
12Remember 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.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.A good way to do this is to remember and call the customer by his or her name.Next class period, we will start going over how to satisfy customer needs.Why do you remembering the customer’s name makes them feel good.
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