Hotel Customer Service 101

CONTENT AUTHOR: BAM BLANCO [email protected] 0916-3455750

Customer service 101TRAINING CODE: CSFREE001

mailto:[email protected]


Customer service 101TRAINING CODE: CSFREE001

Customer service should be given the utmost attention. This plays a big role in a company's rise or down fall. Give your customer -service that is highly personalized and let them feel that they are valuable to you. After all, you will not be in business without them.



What is customer service?In travel and tourism providing customer service is not

just about meeting customer expectations it is about exceeding them.

This is due to the amount of competition in the industry.



Importance of customer serviceCustomer loyaltyCompetitive edgeCost to companyHappy customers



Principles of customer service



First impressionsIt takes ten seconds for a

customer to form their first impression of an organisation be it good or bad.

Therefore it is vital that businesses do everything to ensure that they get it right from the beginning.

First impressions count! Will your visitors see tidy grounds, clear notices andwell-maintained facilities?


http://www.nmm.ac.uk/server/show/conMediaFile.7785


First impressionsIt takes ten seconds for a

customer to form their first impression of an organisation be it good or bad.

Therefore it is vital that businesses do everything to ensure that they get it right from the beginning.

First impressions count! Will your visitors see tidy grounds, clear notices andwell-maintained facilities?

Queuing for ages to be served or being served almost straight away?Being greeted with a smile or having to battle for attention of a staff member?Messy un organised desks or clear and organised desks?Scruffy members of staff or well dressed staff?

Once a negative first impression has been created it is very hard to reverse this opinion.


http://www.nmm.ac.uk/server/show/conMediaFile.7785


Speed and accuracy of serviceIt is vital that you know about

the products and services you as organisation are offering to your customers.

I.e. travel agents should have a broad knowledge on the destinations available

Tourism information centres should know about the different attractions in the area, opening times, location, prices etc.

All these will help you provide speedy accurate service



Speed and accuracy of serviceIt is vital that you know about

the products and services you as organisation are offering to your customers.

I.e. travel agents should have a broad knowledge on the destinations available

Tourism information centres should know about the different attractions in the area, opening times, location, prices etc.

All these will help you provide speedy accurate service

picture yourself going into a travel agent and asking to go on a holiday to Coron, Boracay, Palawan or even Europe. Choose a hotel in that area.

What if you start asking the front desk about popular tourist spots – and they cannot give you concrete answers? Would this impact the over-all customer experience? The smallest things – can have the greatest impact. Think Holistic!



In order to attract customers organisations need to have developed a good image in its customers eyes.

Company image



In order to attract customers organisations need to have developed a good image in its customers eyes.

Company imageWhat is the REAL image your company projects?

Do you wish to elevate this?

How?

Every transaction has to SHOUT your image – CONSISTENCY is the KEY.



Customer service policiesMost companies will have a customer service policy in place. This proves to customers that they are dedicated to ensuring

that customer needs are being met. Also it ensures that staff in the organisation are all working

towards the same target.



Teamwork/ Effective communicationCustomer service does not just work at one level in

an organisation it is through out it.i.e. hotels (restaurants, reception, room quality)Attractions ( creating good

image, amenities etc)



Teamwork/ Effective communicationCustomer service does not just work at one level in

an organisation it is through out it.i.e. hotels (restaurants, reception, room quality)Attractions ( creating good

image, amenities etc)

Customer Service is not a DEPARTMENT – it is a JOB RESPONSIBILITY.And...it is EVERYONE’s responsibility. From valet to housekeeping .If there is one individual that does poorly – this will affect the whole organization. COMMUNICATE your campaign and make sure that every member is knowledgeable and passionate about the campaign. Constant communication is needed to achieve this.



Meeting customer needsIn each of the sectors of the industry there is a wide

range of organizations out to meet the needs of customers.

Ensuring that these needs are met is key to the success. Through good customer service these needs can be met.






Meeting consumers’ individual needsPassengers have a much wider choice between organisations and processes nowadays. Some budget (‘no frills’) airlines may offer a limited choice of methods to check-in. Other airlines may offer a choice of check-in methods, for example, at a check-in desk, using a self-check-in machine or via the Internet. Such differences between budget and full service airlines do not mean that passengers should not receive good customer service. Passengers make a value judgement when they decide whether to travel on a budget airline or a full-service airline, but the human element should exist on both. The US budget airline Southwest is famous for the humour and friendly service given by its staff. What about airlines in the Philippines? Name a few examples....






Hotels offer different styles and levels of service. Business people want fast check-in and check-out. Computer databases build information on customers’ needs and preferences, so that they can be taken into account each time a customer buys from the organisation.

This personalises the experience. The preferred room might be pre-allocated, with the key ready to hand over at a special desk in exchange for a booking reference and presentation of a credit card. Guests can check their bill on their in-roomTV prior to check-out, and just drop their key at the desk as they depart.

Visit TRIP ADVISOR site..what do they say about your establishment? Any room for improvement?



Mission statements Mission statement are developed by organisations. They describe the companies purpose, strategy, standards of behaviour and

value. It gives a company a specific aim to achieve.

‘To grow a profitable airline which people love to fly and where people love to work.’ (Virgin Atlantic)



Mission statements Mission statement are developed by organisations. They describe the companies purpose, strategy, standards of behaviour and

value. It gives a company a specific aim to achieve.

‘To grow a profitable airline which people love to fly and where people love to work.’ (Virgin Atlantic)

What is your Mission Statement? What about your company Vision? Do you know these by heart? Corporate values?

Your Mission and values are your STRATEGIES to be able to realize your corporate VISION. They create and ensure a TOTAL positive customer experience.

Recite out loud you Mission Statement. Do you live up to it?


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Hotel Customer Service 101

Education

Transcript of Hotel Customer Service 101