2 What is Service in the hospitality industry? The act or manner of serving food and drink, satisfying people’s needs.
3 Customers (Guest) The main reason for the industry No customer, no business, no profitsThe success of any hospitality business depends on return customersHow? Show Empathy?
4 Customer Needs Want to feel welcome Hospitality businesses satisfy both the physical and psychological needs of customersMaslow’s Hierarchy of Needsactivity
5 Activity: Divide class into five groups. Each group gets a different level of Maslow’s needs.List examples of ways the hospitality industry meets that need.12345
6 Satisfying Customers Needs Quality Service- key to a successful business---meeting or exceeding the customers expectations1. treat with dignity and respect2. requests to be handled accurately and efficiently3. honesty – questions, menu descriptions4. accuracy – money transactions
7 What are the three compliments most often given for service? * cleanliness and attractive appearance of facilities and grounds* employees who respond quickly to requests* employees who anticipate customer needs
8 Satisfying Customers Needs Consistent Service –same quality service every time1. People interactionbefore-during-afterWhy quality service is important?1. word-of-mouth publicitya. positive –repeat businessb. negative – loss of customer and friends
9 Hospitality Employees Two Groups:Front of the House – the area thecustomers usually seeBack-of-the-House –(heart-of-the- house) - usually have little interaction with the customers
11 ActivityTake the slip of paper you got at the door and look up and what his or her job involves.When you know your description of the job, line up by the white board if you are front-of-the-house employeesBack-of-the-house employees behind the tables, in front of the kitchenDiscuss: Why do back-of-the-house employees need to be as concerned about customers as front- of-the-house employees?
12 Customer –Focused Employees -anticipate customer needsSix Characteristicsa. Eye contactb. Posture – relaxed and alert, attitude of enthusiasmc. Smile –job enjoyment, friendlinessd. Respond quickly –positive attitudee. Customer’s name – use it if you know itf. Well groomed
13 Critical Moments –making the biggest impact on customer satisfaction Phone callsThe building entranceThe greeter – greet within 30 secondsThe waitThe table or hotel room –cleanliness a mustThe busser and servers –within 2 minutes, make suggestionsThe managerThe arrival of food –check back after 2 bitesThe restroomThe check or billThe goodbye -smile
14 Customer Relations Techniques Communication Skills–regular staff training, employee handbooks1. Verbal Communication –tone of voice, good grammar, no profanity2. Written Communication- written form3. Nonverbal communication –body language, facial expressions
15 Handling Customer Complaints Listen with empathy –apologize2. Allow the customer to vent-separate yourself from the complaintBe supportive-take notesDo not blame someone elseHave a positive attitudeOffer solutions - know your policies7. Follow through
16 Activity NON-VERBAL ASSIGNMENT Due at the end of period Directions: This assignment is an exercise in non-verbal communication!!!If anyone in the partnership talks, points are lost!!!!Assignment: You have received a set of materials. You must use some of each color of paper. Every item in the bag must be used. Use your imagination and be creative!Design a picture of an activity that you do in the summer time and write a funny poem on the white paper to go along with it. MUST be school appropriate!!! You may trim the paper around the poem or story.Story or poem must be attached to the summer fun picture… within the boundaries of the picture.When finished, write you name on the back of the picture. Clean up all your mess, put things away.