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Chapter 2 Service: The Heart of Hospitality Permission granted to reproduce for educational use only.© Goodheart-Willcox Co., Inc. Objectives Analyze.

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Presentation on theme: "Chapter 2 Service: The Heart of Hospitality Permission granted to reproduce for educational use only.© Goodheart-Willcox Co., Inc. Objectives Analyze."— Presentation transcript:

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2 Chapter 2 Service: The Heart of Hospitality

3 Permission granted to reproduce for educational use only.© Goodheart-Willcox Co., Inc. 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 Permission granted to reproduce for educational use only.© Goodheart-Willcox Co., Inc. 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 Permission granted to reproduce for educational use only.© Goodheart-Willcox Co., Inc. Customer Service Service is an activity done for another person In a hospitality business, customer service is the total experience a customer has with that business Customer experience includes staff performance and courtesy, cleanliness of the property, and the way customers are treated

6 Permission granted to reproduce for educational use only.© Goodheart-Willcox Co., Inc. Customers A customer or guest is someone who buys products or services from a business The success of a hospitality business depends on return customers Poor service is the number one reason customers do not return to a business Empathy helps hospitality workers provide what customers need

7 Permission granted to reproduce for educational use only.© Goodheart-Willcox Co., Inc. Customers’ Needs Human needs range from basic physical needs, such as food and shelter, to psychological needs, such as feeling accepted and fulfilling personal goals Successful hospitality businesses provide for their customers’ psychological as well as physical needs

8 Permission granted to reproduce for educational use only.© Goodheart-Willcox Co., Inc. Satisfying Customer Needs Hospitality companies strive for customer satisfaction 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

9 Permission granted to reproduce for educational use only.© Goodheart-Willcox Co., Inc. 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 Permission granted to reproduce for educational use only.© Goodheart-Willcox Co., Inc. 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

11 Permission granted to reproduce for educational use only.© Goodheart-Willcox Co., Inc. 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

12 Permission granted to reproduce for educational use only.© Goodheart-Willcox Co., Inc. 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

13 Permission granted to reproduce for educational use only.© Goodheart-Willcox Co., Inc. Customer-Focused Employees 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

14 Permission granted to reproduce for educational use only.© Goodheart-Willcox Co., Inc. 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

15 Permission granted to reproduce for educational use only.© Goodheart-Willcox Co., Inc. 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

16 Permission granted to reproduce for educational use only.© Goodheart-Willcox Co., Inc. 11 Critical Moments Arrival of food Visit to restroom Presentation of check or bill Last interaction with server or front office staff

17 Permission granted to reproduce for educational use only.© Goodheart-Willcox Co., Inc. Customer Relations Techniques Providing good customer service requires customer relations skills Customer relations skills include –communication skills –the ability to handle customer complaints

18 Permission granted to reproduce for educational use only.© Goodheart-Willcox Co., Inc. 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)

19 Permission granted to reproduce for educational use only.© Goodheart-Willcox Co., Inc. 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

20 Permission granted to reproduce for educational use only.© Goodheart-Willcox Co., Inc. 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 Chapter 2 Review continued

21 Permission granted to reproduce for educational use only.© Goodheart-Willcox Co., Inc. 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 Chapter 2 Review continued

22 Permission granted to reproduce for educational use only.© Goodheart-Willcox Co., Inc. 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 Chapter 2 Review


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