        Explain 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 List the six characteristics of customer-focused employees Indentify the 11 critical moments in customer service Explain the importance of good communication skills Describe methods of handling customer complaints

 Is an activity that is done for another person  Hospitality – Satisfying people’s needs  Customer Service is the total customer experience with that business     Performance of staff Courtesy of the staff The cleanliness of the property Way they are treated

       Someone who purchases products or services from a business Guests – a customer who purchases products or services from a hospitality business.

Customer = main reason for hospitality industry No customers = NO business = NO PROFITS Who are the customers:   Anybody and everybody Diverse – languages, background, disabilities, height, shape, special needs Best way to understand people – and know how that person feels empathy – the ability to put yourself in someone else’s shoes Empathy – figure out what customer needs

 As a table,  List some customers needs when they are away from home.

       Hungry = food Hot/thirsty = drink Tired = a place to sleep People need more than good food, cold beverages or a comfortable place to sleep Welcome The quality of feeling welcome is often more important that the quality of the food or the comfort of a hotel room Hospitality satisfies both physical & psychological needs of customers  Abraham Maslow – ranked human needs in order from most basic to high

    Customer satisfaction their needs – the positive feeling customers have about a business that meets How is it achieved – training employees in the art of customer service Quality service – service that meets or exceeds customer expectations    Treated w/dignity & respect Honest money transactions Honesty in menus Quality service = KEY establishing & maintaining a success business

 Cleanliness & attractive appearance of facilities & grounds  Employees who respond quickly to requests  Employees who anticipate customer needs

 Consistent quality service business – providing the same good service & products to customers each & every time they come to your     Key to success Depends on PEOPLE – interactions between customer & staff member service encounter   Building blocks Happens before, during and after 1 st encounter = 1 st impression Fail or succeed depending on quality of service

 Why is it so important???

 Talk  Word-of-mouth publicity – informal conversation people have about the experiences with a business    One of the major ways we find out a business 90% + unhappy customers will do not return & will tell at least 9 people Flip side = Positive people = FREE publicity

     Two groups Front-of-the-House  The area that guests usually see Back-of-the-House    Area that guest normally do not see Heart-of-the-house Restaurant Front-of-the-House employees  Main function is to interact with customers Back-of-the-house employees  Work rarely involves interacting w/customers

 Are front of the house employees the only ones that need to worry about customer???

 NO 

All

employees are responsible for making sure customers receive the best service possible    Customer focused All interactions makes an impression

1 st

 Requirement of quality service Sincere desire to please the customer  Picture to the left a BIG

NO – NO

 Quality service – customer doesn’t have to ask for anything – it’s there!!

 Customer-focused employee – an employee who can anticipate customer needs       Make immediate eye contact They have good posture Smile warmly Respond quickly to requests Use the customer’s name whenever possible Clean & well groomed

 Critical moments & handling customers  Handouts  Grade Back-of-the House & Front-of-the house gradebook

   Eye contact  Make eye contact as soon as the he/she enters    Often, as you open the door for the customer Eye contact – shows a willingness to serve!

Communicates that you are giving customer your TOTAL attention Posture  Important trait for all       Employees that customers see should pay particular attention Head – up Do not stare at the ground or off in space Avoid slumping or stooping back Face – interested & lively, not bored Project an attitude of enthusiasm Smile   Part of the uniform Warm smile – respect & readiness to serve, friendly, shows enjoyment of job

   Respond Quickly    Respond quickly Attitude – positive & business like Response – competency, concern for customer & willingness to help Customer’s Name     When possible Restaurants – waiting list – names to be seated Bell attendants – front desk Feel important & welcome – likely to return to business Well Groomed    Hospitality image – made by the staff EXTREMELY important Uniforms regulations

 All service encounters – important  Certain ones have a greater impact on customer satisfaction 

Critical moment

– time when the customer’s experience makes a bigger impact on customer satisfaction than at others  There are 11, as a table can you name them

   Phone calls  Guests form an impression based on the way a person answering the phone treats them  Rude – no business The building entrance    Set the theme   Dirty – place is dirty People will not enter Employees inspect the parking lot, sidewalks, lobby, plants, etc You cannot fix the problem – tell someone who can  Spotless – good impression The greeter     First person guest sees Greeting – formal part of the job Good Greeter:   Open the door Greet all guests w/in 30 seconds  “I will be right with you” Make all guest feel valued

   The wait      NOBODY likes to wait Reality Greeter – pleasant or not “Please wait to be seat” sign – no greeter – guest often nervous, uncertain  See a guest acknowledge guest with a smile and a “hi, I will be right with you” Waiting list – sell the wait – nice, warm friendly smile, collect information, how long the wait and what they can do in the mean time The table or hotel room     Physical aspects =BIG impression Check for cleanliness Restaurant – check table – sturdy, rocks – menus – clean Hotel – room – clean – smells good- proper spot The busser & servers  Bussers   Removes extra place servers & brings water Know food & beverage just as well as the server  Servers  Spend more time w/guests than any other        Strive to create a good experience Know everything about the menu Acknowledge all guests Beverage order – 1 Learn names st minutes Recommend Check appearance

   The manager       Business cannot be managed from an office Should try to greet all guest Watch faces as they receive and eat food Frequently walk the lobby Eye contact Introduce self The arrival of food      How long did it take Looks appetizing Have necessary condiments been brought Check back within 2 bites, not minutes – is food ok Ask if they need anything else The restroom   Clean, well stocked, Checked every 30 minutes   Plumbing problems – engineering dept Clean it

  The check or bill   sit in restaurants for hours, but when they are ready to leave, they ARE ready to leave   Some will bring the check then disappear – not good After delivering the check, take a few steps – look back see if guests are ready to pay – if not – return in 2 minutes Hotels – checkout – critical – guests packed, ready to leave  Check out – smooth & quickly    Ask pleasant stay???

Confirm if bill is okay Can offer to make reservations for another stay  Automated checkout – smoother & faster The good bye      last critical moment Positive last impressive Smile, thank them for their visit Invite them back SMILE

 Out of the 11 critical moments which are the top 5 critical moments that your table agrees upon

 Communication Skills      Crucial for every employee Begins @ top Managers – rules, standards & other info.

Front-of-the-house –

must

communicate effectively w/customers & w/coworkers to make sure things run smoothly Back-of-the-house – each other & outside supplier to create a smooth & efficient operation

   Verbal     Tone of voice & way you speak Proper grammar – not slang NEVER use profanity Never discuss one customer w/another or coworker Written   Food servers – orders Front desk staff – enter information into system Nonverbal     Facial expressions, hand gestures, posture, eye contact Look away – impatience or annoyance Ignore them – “we don’t care” attitude, not important Should convey warmth & concern

 Using written communication, write how you would handle a customer complaint.

 Will Always be 

Key

– RESOLVE complaints to customer satisfaction  Seven techniques  Can you name them???

    Listen w/empathy  Try to understand & feel, see from their point   Most cases, they want someone to listen, understand, help APOLOGY – “I am so sorry” Allow customer to vent   Allow them time to Evaluate everything carefully  Separate yourself from complain Be supportive  Express your concern & support   Let me mad, let talk Helpful to take notes – forms – customer heard – business keep track Do not blame someone else   Avoid placing blame & making excuses They don’t want to hear it   Discussion – what should and is going to be done Your fault – own up to it & APOLOGIZE

   Have a positive attitude   Express positive attitude about the customer & the relationship with the business Do not be negative Offer solutions     Offer one or more None acceptable – ask what will it take Important – know company’s policies Agree on solution Follow through    Personally – make sure it is carried out correctly & quickly Handled poorly – never see them again Handled positively – you may have a loyal customer