2. 2
Service: The Heart of Hospitality

3. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 11 Critical Moments Arrival of food Visit to restroom
Presentation of check or bill
Last interaction with server or front office staff

17. Customer Relations Techniques
Providing good customer service requires customer relations skills
Customer relations skills include
communication skills
the ability to handle customer complaints

18. 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. 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. Chapter 2 Review
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
continued

21. Chapter 2 Review 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
continued

22. Chapter 2 Review 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