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Top : Customer Service - Hospitality Industry: There's no industry that DEMANDS customer service more than the hospitality industry -- hotels, restaurants and related sectors. Learn how to provide effective customer service in the hospitality industry.
Articles:
Hotel Websites Have Much to Do to Increase User Satisfaction and Customer Loyalty - by Max StarkovAccording to Max Starkov, CEO of Hospitality eBusiness Strategies, "49% of all visitors to hotel branded websites in our study claim they do not belong to any hotel loyalty program." Mr. Starkov continues, "For proactive hoteliers this represents an untapped market and a great opportunity to increase user loyalty." (Added: 23-Oct-2004 Hits: 1552 )
What Guests Really Want - The Power of CRM - by Neil Holm
Often referred to as a type of technology, CRM (Customer Relationship Management) is first and foremost a business philosophy - a way to consistently treat your guests right. Technology is the enabler that helps get useful information into the hands of your management and staff so that they can more powerfully foster guest satisfaction and loyalty. The big payoff? Increased revenue, increased profits and more targeted marketing efforts. pop (Added: 23-Oct-2004 Hits: 2772 )
Turning A Company Around - by Ryan Underwood
Gary Loveman's lane change from tenure-track professor at Harvard Business School to his new job as CEO of Harrah's Entertainment is the stuff of Las Vegas legend. In the five years that he spent as COO and later president, Loveman used Harrah's as the ultimate testing ground for his classroom ideas on consumer retailing. It was a perfect roll of the dice. Harrah's revenue has zoomed up fivefold since Loveman came on the scene, making the company -- which was once a has-been on the Strip -- one of the most profitable gaming companies in the world. (Added: 7-Mar-2005 Hits: 850 )
Customer Service Training | An Inclusive Customer Service Training Program Is The Engine Behind Stellar Customer Service And Guest Loyalty - by Peter Anderson
Customer Service Training (CST) is proactive and provides employees with the tools they need to meet or exceed guest expectations. CST is that never-ending, all-inclusive process that bridges textbook training scenarios with operational realities. The traditionally high amount of turnover experienced with line employees in the hospitality industry requires that Customer Service Training, introduced as a part of the orientation process, must be reinforced regularly. (Added: 24-May-2005 Hits: 2719 )
QUALITY RESTAURANT SERVICE - by Julia Hollister
"Quality service is vital to the reputation of any eating establishment," declares Jordan Troverso with the California Restaurant Association. "It will make or break a business, and customers will not return if they don't get good service." ""Not that providing quality service is easy. Customers can be demanding and the menu can be complex and ever changing.""Is quality service learned or is it fundamental to a person's nature? (Added: 24-Jan-2006 Hits: 2232 )
Creating a Customer Comment Card - Restaurant Customer Service - by na
Comment cards allow your customers to offer feedback about your restaurant. It is a great way to solicit praise for your restaurant as well. Comment cards give your customers a chance to give you feedback in an anonymous and non-threatening way. (Added: 31-Oct-2011 Hits: 174 )
What Do Customers Want? (Restaurants) - by na
As you created your restaurant, you probably thought a great deal about your customers -- what kind of food, what kind of atmosphere, what kind of lighting -- all sorts of things that would please your customers."So, what do your customers want? Good food? Sure! The lowest price? Maybe (Added: 8-Jan-2010 Hits: 1003 )
The Key To The Restaurant Business: Great Customer Service - by Donna Siegal
If a restaurant has the key elements of great food, decor, and location but is missing great customer service it is probable that it will not survive long. According to this article there are six common errors in hospitality customer service to be avoided. They are as follows: "you just missed....", too much information too early, joining the conversation, "how are you all doing?", the end is just as important as the beginning, and move along customer. This is a good article that impressess upon the reader the worst habits that should be avoided at all costs in hospitality customer service. pop (Added: 2-Nov-2004 Hits: 4860 )
How Perceptions of Customer Service Have Changed - Improving C.S. by John T. Self - by Dr. John T. Self
This article offers two explanations as to why the service or hospitality industry has problems implementing good quality service. This is a worth-while read for those who are interested in improving customer service in the hospitality industry. (Added: 14-Dec-2004 Hits: 2082 )
Discover the Ritz-Carlton Mystique - by Bill Lampton
Why is the Ritz-Carlton the model for providing the best customer service in the hotel and hospitality industry. Find out here. pop (Added: 24-May-2005 Hits: 2866 )
Creating a Culture of Customer Service - Hotels - by Carol Verret
Organizational cultures exist either consciously or unconsciously, we can choose the culture that we want to work within and transmit to our employees and customers. A guest can feel a %u2018culture%u2019 within a hotel just as a passenger can tell if the airline is serious about customer service. (Added: 24-May-2005 Hits: 2678 )
Customer Service Doesn't Cut It Anymore - by Roger H. Nunley
Conventional wisdom says an organization must have satisfied customers if it is to survive. But today, organizations are realizing that satisfying customers may not be enough. (Added: 23-Oct-2004 Hits: 1905 )
Weathering the Perfect Storm - by Cheryl Dahle
Hotels in San Francisco have been hit harder by the economic downturn than in any other city. One progressive hotelier, Joie de Vivre's Chip Conley, plans to survive -- and thrive -- by focusing on investors, employees, and customers. (Added: 20-Mar-2005 Hits: 1031 )
Hospitality Customer Service - Panacea or Placebo | By John R. Hendrie - by John Hendrie
Collectively, our business in Hospitality is to maximize the visitor expectation and ensure that the experience is memorable for all the right reasons. There is a tripod in place: service, product, facility. Emphasis only on one of these foundational legs merely swings the equation out of whack. You can have all the Customer Service emphasis in the world, but if your product - rooms, food, physical plant, merchandise - is seen as without value, you crash! The balance of the tripod is the experience. pop (Added: 24-May-2005 Hits: 3075 )
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