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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: 1474 )
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: 822 )
Scandic Hotel's Model Of Customer Service - by Ann Goodman
Rooms with a View of the future of customer service. Scandic Hotel's model of progressive management and green values registers big with its guests. (Added: 8-Mar-2005 Hits: 1240 )
The Spirit of Elvis in Hospitality Customer Service - by Holly Stiel
What can Elvis teach us"as it relates to hospitality? "Customer service as a business focus seems to have companies ALL SHOOK UP. (Added: 24-May-2005 Hits: 1334 )
The Value of Trust Through Privacy - by Edward Cone
Privacy is a very big deal in the hotel business, so elemental to the customer experience that every hotel room comes equipped with a card to hang on the doorknob asking for more of it. Service is expected to be welcoming but discreet. (Added: 23-Oct-2004 Hits: 954 )
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: 72 )
Wi-Fi in the hospitality industry - by Scott Pope
While the wage scale for housekeepers is typically at the lower end of the spectrum, housekeeping is a major expense at large properties or high-wage areas such as Manhattan. Communication with phones or radios can be problematic due to the prevalence of multilingual staff and poor reception. (Added: 23-Oct-2004 Hits: 935 )
Defining Customer Service: The Customer’s Perception Is Our Reality - by William F. Orilio
Service is elusive and intangible but it is the life’s blood of the restaurant industry so we must ask ourselves, “What is customer service?” In today’s competitive marketplace service is the most important thing a company has to sell. It truly makes the difference when two businesses have the same product. pop (Added: 23-Oct-2004 Hits: 4251 )
A Recipe for Perfection - by Tahl Raz
Read how one of America's poshest inns satisfies its toughest customers. Here's a direct quote from the article: Regardless of what business you're in, there's a lot to learn from the Inn at Little Washington's approach to keeping its customers happy. And while most chefs would sooner bite into a Big Mac than reveal a cherished recipe, O'Connell agreed to share one -- the inn's five-course system for, as he puts it, "delivering the perfect experience." (Added: 1-Mar-2005 Hits: 2240 )
Competing in the assisted living industry - by Gregory O. Ginn, Cheri A. Young
The hospitality component in assisted living is by comparison much larger, and the healthcare component much smaller, than in any other segment of the healthcare industry. This may explain why, in recent years, firms in the hospitality industry, such as Marriott International and the Hyatt Corporation, have been expanding into assisted living. (Added: 23-Oct-2004 Hits: 818 )
10 Ways to Bulletproof Your Hotel Against Legal Attacks - by Diana S. Barber, Esq.
How can you dramatically reduce legal attacks while building a wall of defense around your company? Follow these ten simple steps and you will be on your way to protecting your company by building a fortress of defense. (Added: 23-Oct-2004 Hits: 1298 )
Hotel and Motel Management: Listening to feedback helps hotels improve - by Stacey Mieyal Higgins
There's nothing like an attentive staff to keep guests happy. And effective management of guest feedback is crucial to guest satisfaction.""Guest comments are a chance to do better next time, said Cathy Forbes, g.m. at the Best Western Auburn Inn in Auburn, Ind."""Too often, people in the industry take it as a personal criticism instead of an opportunity to change," she said. "If you're not listening to your customers, someone else will."""Responding to guests' comments is at the heart of guest services, according to hoteliers. And sometimes, the comments can reinforce an idea. (Added: 24-Jan-2006 Hits: 2206 )
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: 4796 )
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: 2126 )
Training front-desk team can help capture more walk-in business - by Doug Kennedy
While many hotels have focused attention in recent years on helping reservation agents convert inquiry calls into bookings, most hotel managers still seem to be overlooking numerous other opportunities their front-desk staff encounters every day. One opportunity is the walk-in inquiry. (Added: 23-Oct-2004 Hits: 2200 )
The Ritz Puts on Stand-Up Meetings - by Cathy Olofson
The Ritz-Carlton chain is the only hotel company to receive the coveted Malcolm Baldrige National Quality Award. Here's a look at methods they use to guide their success. (Added: 20-Mar-2005 Hits: 1426 )
Hire right: Do it the Ritz way; Building customer loyalty - The Buzz - Ritz Carlton Hotel Company L.L.C - Brief Article - by Carroll Lachnit
Consumers of anything--hotel rooms, cars, ice-cream sandwiches--want three things: a defect-free product, timely service, and a purchasing experience that they feel good about, says Horst Schulze, the former vice chairman of the Ritz-Carlton Hotel Company, a two-time winner of a Malcolm Baldrige National Quality Award for service.""The "feel good" part comes about only through interaction with human beings--the employees that HR is responsible for hiring, he said in February at the Marcus Evans Global eHR and HR Summit in Amelia Island, Florida. (Added: 24-Jan-2006 Hits: 1337 )
Mystery guests" haunt hotels - hotel chains use mystery shoppers to evaluate customer service - by na
Hotel chains are hiring spies to measure staff and management performance, but they are not the James Bond type. They are regular guests, except they get paid to gorge themselves on room service and run bellboys ragged. "Mystery shoppers are an effective tool for measuring customer service quality in the hospitality industry," explains Carl Braunlich, an assistant professor in Purdue University's Department of Restaurant, Hotel, Institutional and Tourism Management. (Added: 24-Jan-2006 Hits: 1250 )
Travel News - Defining Customer Service: The Customer's Perception Is Our Reality - by William Orillio
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: 2009 )
Showing Customer Appreciation - Restaurant Customer Service - by na
Customer appreciation is a key component of great customer service at restaurants. Customers enjoy being acknowledged and appreciated. Customers who come to your restaurant regularly want to know that you value their business. New customers want you to feel welcomed and attended to. One of the best ways for restaurants to keep customers happy is to show that you care about their business. (Added: 31-Oct-2011 Hits: 116 )
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Christmas is Coming. Do You Know How To Deal With the Hot, Frustrated, Irate Customers?
If It Wasn't For The Customers I'd Really Like This Job: Stop Angry, Hostile Customers COLD While Remaining Professional, Stress Free, Efficient, and Cool As A Cucumber.
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Lisa S. In California: Anyone who serves the public should have this book. It gives advice for everyone from the order taker at the fast food restaurant to higher level management. It also gives different techniques for different situations (ie retail store, office, call center etc.) I have only had this book for a few weeks and already I have improved my customer service skills. It's a wonderful tool.