|
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:
I Feel the Need to Believe - by Tracy FaleideMeet Slim, the owner and operator of the Sierra Motel in Traverse City, Michigan. This narration is a first hand experience with Slim's idea of customer service. See how you can apply these customer service values to your mission statement. (Added: 29-Mar-2010 Hits: 665 )
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: 1434 )
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: 940 )
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: 1343 )
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: 963 )
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: 2209 )
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. (Added: 23-Oct-2004 Hits: 2729 )
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: 2648 )
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: 83 )
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: 3033 )
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: 2831 )
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: 4808 )
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: 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: 129 )
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: 1300 )
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: 1260 )
Hotel Websites Have Much to Do to Increase User Satisfaction and Customer Loyalty - by Max Starkov
According 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: 1502 )
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: 2250 )
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: 2510 )
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: 944 )
We have much more on this topic: Please Search!
|
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.
Get The printed version from amazon!
Got A Kindle? We have it covered. Click here to get your copy from the Kindle store.
Amazon Reviews Verified By Amazon
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.