Service : the Heart of hospitality

1. Service: the Heart of hospitality

2. Objectives • 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

3. Service • 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

4. Customers • 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 – empathy – the ability to put yourself in someone else’s shoes and know how that person feels • Empathy – figure out what customer needs

5. Customer Needs • As a table, • List some customers needs when they are away from home.

6. Customers’ needs • 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

7. Satisfying customer needs • Customer satisfaction – the positive feeling customers have about a business that meets their needs • 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

8. What do you think customers frequently complain about • Cleanliness & attractive appearance of facilities & grounds • Employees who respond quickly to requests • Employees who anticipate customer needs

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

10. The importance of service quality • 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

11. Hospitality employees • 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

12. Front of & Back of the House employees • 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 • 1stRequirement of quality service • Sincere desire to please the customer • Picture to the left a BIG NO – NO

13. Customer-FOCUSED EMPLOYEES • 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

14. Learning target • Critical moments & handling customers • Handouts • Grade Back-of-the House & Front-of-the house gradebook

15. Customer focused employees • 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

16. Customer focused employees • 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

17. Critical Moments • 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

18. Critical Moments • 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

19. Critical Moments • 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 – 1st minutes • Learn names • Recommend • Check appearance

20. Critical Moments • 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

21. Critical moments • 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

22. At your table: • Out of the 11 critical moments which are the top 5 critical moments that your table agrees upon

23. Customer relations techniques • 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

24. Communication • 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

25. As an individual • Using written communication, write how you would handle a customer complaint.

26. Handling customer complaints • Will Always be • Key – RESOLVE complaints to customer satisfaction • Seven techniques • Can you name them???

27. Handling customer complaints • 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

28. Handling customer complaints • 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