The Heart of Hospitality

Someone who purchases products or services from a business, such as a department store or a hotel.

there would be no business, there would be no profits. The customers are the ones who actually provide the money for the business, including the salaries!

Customers come in all shapes and sizes, abilities and personalities, ethnic backgrounds and religions. Knowledge of languages, customs and expectations is valuable to customer service.

Empathy is the ability to put yourself in someone else’s shoes and try to understand how they feel. Empathy helps you figure out what customers need.

A place they feel welcome. We often return to the same restaurant just because we feel welcome. It is nice when you return to a restaurant and the server recognizes you.

Maslow’s Hierarchy of Human Needs Hospitality businesses satisfy both physical and psychological needs of customers

 Restaurants provide food  Hotels provide overnight lodging  Cruise ships have medical facilities  Hotels provide electronic key systems

 Eating with friends at a restaurant  Attending a convention  Going to a family reunion  Staying at a luxury hotel  Being treated with respect and dignity

Traveling to foreign countries can meet need for Self-Actualization

Quality Service  Cleanliness and attractive appearance of facilities and grounds  Employees who respond quickly to requests  Employees who anticipate customer needs

Consistent Service  Providing the same good service and products to customers each and every time they come to your business  Service encounters are the basic building blocks of quality hospitality service.

Importance of Service Quality Word-of-mouth publicity  The informal conversation people have about their experiences with a business  Both Negative and Positive effect

Customer-Focused Employees  They make immediate eye contact  They have good posture  They smile warmly  They respond quickly to requests  They use the customer’s name whenever possible  They are clean and well groomed

Eye Contact Eye contact communicates that you are giving your customer your total attention

Smile A smile is part of the uniform of all hospitality employees. A warm smile communicates respect for the customer and readiness to help. It shows you are enjoying your job.

Posture This server’s good posture and facial expression project an attitude of enthusiasm

Respond Quickly When a customer asks a question or makes a request, respond quickly. Your attitude should be positive and businesslike. Your response should show competency, concern for the customer and willingness to help.

Customer’s Name When possible, call customers by their names. When customers hear their own names, they feel important and welcome

Well Groomed The image of a hospitality business comes from the impression that is made by its staff