The Heart of Hospitality

Someone who purchases products or

services from a business, such as a

department store or a hotel.

there would be no business, there would be no profits.The customers are the ones who actually provide the money for the business, including the salaries!

Customers come in all shapes and sizes, abilities and personalities, ethnic backgrounds and religions. Knowledge of languages, customs and expectations is valuable to customer service.

Empathy is the ability to put yourself in someone else’s shoes and try to understand how they feel.

Empathy is the ability to put yourself in someone else’s shoes and try to understand how they feel.

Empathy helps you figure out what customers need.

A place they feel welcome. We often return to the same restaurant just because we feel welcome. It is nice when you return to a restaurant and the server recognizes you.

Maslow’s Hierarchy of Human NeedsHospitality businesses satisfy both physical and psychological needs of customers

Restaurants provide food

Hotels provide overnight

lodging

Cruise ships have medical

facilities

Hotels provide electronic key

systems

Eating with friends at a

restaurant

Attending a convention

Going to a family reunion

Staying at a luxury hotel

Being treated with respect and

dignity

Traveling to foreign countries can meet need for Self-Actualization

Quality ServiceCleanliness and attractive appearance of

facilities and grounds

Employees who respond quickly to requests

Employees who anticipate customer needs

Consistent ServiceProviding the same good service and products to customers each and every time they come to your businessService encounters are the basic building blocks of quality hospitality service.

Importance of Service QualityWord-of-mouth publicityThe informal conversation people

have about their experiences with a business

Both Negative and Positive effect

Customer-Focused EmployeesThey make immediate eye contact

They have good posture

They smile warmly

They respond quickly to requests

They use the customer’s name whenever

possible

They are clean and well groomed

Eye ContactEye contact communicates

that you are giving yourcustomer your total

attention

SmileA smile is part of the

uniform of all hospitality employees. A warm smile communicates respect for the customer and readiness to help. It shows you are enjoying your job.

Posture This server’s

good posture and

facial expression

project an

attitude of

enthusiasm

Respond QuicklyWhen a customer asks

a question or makes a request, respond quickly. Your attitude should be positive and businesslike.

Your response should show competency, concern for the customer and willingness to help.

Customer’s NameWhen possible,

call customers by their names.

When customers hear their own names, they feel important and welcome

Well GroomedThe image of a

hospitality

business comes

from the

impression that is

made by its staff