Service: The Heart of HospitalityChapter 2

What is Service in the hospitality industry?

•The act or manner of serving food and drink, satisfying people’s needs.

Customers (Guest)

The main reason for the industry

No customer, no business, no profits

The success of any hospitality business depends on return customers

How? Show Empathy?

Customer NeedsA. Want to feel welcome

B. Hospitality businesses satisfy both the physical and psychological needs of customers

▫Maslow’s Hierarchy of Needs activity

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.

1

2

3

4

5

Satisfying Customers NeedsQuality Service- key to a

successful business

---meeting or exceeding the customers expectations

1. treat with dignity and respect

2. requests to be handled accurately and efficiently

3. honesty – questions, menu descriptions

4. accuracy – money transactions

   

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

Consistent Service –same quality service every time

1. People interaction• before-during-after

Why quality service is important? 1. word-of-mouth publicity a. positive –repeat business

b. negative – loss of customer and friends 

Satisfying Customers Needs

Hospitality Employees

Two Groups:

Front of the House – the area the customers usually see

Back-of-the-House –(heart-of-the-house) - usually have little interaction with the customers

•Video •– Behind the Scenes – Hospitality/Hotel

Activity• Take 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 employees

• Back-of-the-house employees behind the tables, in front of the kitchen

• Discuss: Why do back-of-the-house employees

need to be as concerned about customers as front-of-the-house employees?

Customer –Focused Employees-anticipate customer needs

Six Characteristics a. Eye contact

b. Posture – relaxed and alert, attitude of enthusiasm

c. Smile –job enjoyment, friendliness d. Respond quickly –positive attitude

e. Customer’s name – use it if you know it f. Well groomed

Critical Moments –making the biggest impact on customer satisfaction

a) Phone callsb) The building entrancec) The greeter – greet within 30 secondsd) The waite) The table or hotel room –cleanliness a mustf) The busser and servers –within 2 minutes, make

suggestionsg) The managerh) The arrival of food –check back after 2 bitesi) The restroomj) The check or billk) The goodbye -smile

Customer Relations TechniquesCommunication Skills

–regular staff training, employee handbooks

1. Verbal Communication –tone of voice, good grammar, no profanity

2. Written Communication- written form

3. Nonverbal communication –body language, facial expressions

Handling Customer Complaints1. Listen with empathy –apologize

2. Allow the customer to vent -separate yourself from the

complaint

3. Be supportive-take notes

4. Do not blame someone else

5. Have a positive attitude

6. Offer solutions - know your policies

7. Follow through

ActivityNON-VERBAL ASSIGNMENTDue 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.