•Name your favorite place(s) to eat and why. (do not just write because it is good, be more descriptive!)

Bellringer

Customer Service in Hospitality

•Service is what the employees provide•Hospitality is how services are performed; it is a feeling that customers take with them.

Hospitality versus Service

•Called guests- someone to whom hospitality is offered.• Internal• External

Who are the customers?

• Maslow’s Hierarchy of Needs

Why do you visit hospitality businesses?

With a partner discuss the following. Pick one person to share with the class.•What are your expectations when you dine at a Fast Food

Restaurant?•What are your expectations when (or if) you dine at a Fine

Dining Restaurant?•What are the differences?

Activity

1. To be served in a short time2. To have someone help solve problems3. To be shown respect4. To be treated with special attention5. To be the number one priority6. To get straight, truthful answers to questions7. To be treated like a special guest during the entire lodging or

dining experience

Guest Expectations

•Good and bad service leaves a strong impression•Word of mouth advertising•More powerful than paid advertising

Why is service important?

• Each employee, from the manager to the parking valet

Who is responsible for service in a hospitality business?

For Success in Service We Need to:

• Focus on the guest•Understand the role of the guest-contact

employee•Weave a service culture into education

and training systems• Thrive on change

“Seven Deadly Sins of Service”

1. Apathy2. Brush-off3. Coldness4. Condescension5. Robotics6. Rule book7. Runaround

Moments of Truth

• Any episode in which the customer comes in contact with any aspect of the organization and gets an impression of the quality of its service.

Moments of Truth

• Examples in a restaurant:• Guest calls for reservation• Guest tries to find restaurant• Guest parking• Guest welcome• Guest is told table is not ready

•Customer Loyalty•Repeat Business• Employee Morale•Profits• Image and Reputation•Money

Impact of Good and Bad Customer Service

“You cannot please everyone”

Dealing with Customer Complaints in Hospitality

• 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

Handling Customer Complaints

Disney Service Model

• Smile•Make Eye contact• Respect and welcome all guests• Value the magic• Initiate guest contact• Creative service solutions• End with a “thank you”

• In a group of 3, role play a hospitality scenario• 1 person is the customer• 1 person is the employee• 1 person is the observer• Act out while the observer checks off the technique the

employee uses. Discuss effective solutions• Rotate, so that each person gets a chance to do all 3 roles.

Activity