Travel and Tourism

1. Travel and Tourism Chapter 14 Customer and Employee Relations

2. 14.1 Customer Relations • Exemplary Guest service = is consistent hospitality service that exceeds guest expectations • Must exceed so they will return • Service Qualities – pg 284

3. Methods of Service • In Person Service = most effective – face to face – • Indirect Service = make reservations, inquiry, complaints • Electronic Service = automated services or Internet

4. Guest Satisfaction and Loyalty • Loyal Customer = a returning customer who refers others. • Customer retention – an angry customer will tell at least 12 people see pg 287 fig 14.1 • Guest Feedback- companies must know what went wrong to fix the problem – that is why this is so important

5. Handling a Complaint pg 288 • Empowerment = granting of authority or power to front line personnel for handling and solving problems

6. 14.2 Employee Relations • Retaining Employees = lots of effort goes into finding good employees • Job satisfaction • Employee Expectations

7. 3 External Factors to increase employee satisfaction • 1. Compensation and Incentives • 2. Company reputation – • 3. Professional Development – training opportunities and advancement

8. Internal Factors for employee satisfactions • 1. Motivation = the force that moves a person to action. Primary motivator is money • 2. Leadership – ability to influence others to work towards the goals of an organization Pg 293-294 figure 14.2

9. 3. Ethics and Leadership= Ethics = difference between right and wrong Policies= EEOA (Equal Employment Opportunity Act)- fairness in hiring process Ethics in the workplace = harassment and conflicts of interest