Great guest service in
hospitality begins with people
who are naturally inclined to
The Service Your Employees Provide Is Key to Your Guests' Return
While businesses in other Great guest service begins with customer service perspective
industries may boast, people who are naturally that extends throughout your
“Customer Service is our inclined to be of service to entire organization.
middle name,” it’s actually others. They care, not because
true for the hospitality they can win an award or get Using the standards typical for
industry. paid more, but because it is the hospitality industry as a
just second nature to them. guide, you will set your own
The word hospitality implies Establishing a first-class guest customer service perspective
customer service. It is service program is not difficult and measure both employees
interchangeable with words when you have the right tool. and job candidates to see how
like “welcome,” “warmth” and Profiles International’s they match your expectations.
“kindness.” Customer Service Profile™ is This serves as the basis for
just that tool. effective training and
Working in the hospitality management.
industry requires a service A scientifically developed
orientation. Guests expect assessment, the Customer A clearly defined and
excellent service, but Service Profile™ is an effective understood guest service
providing it can be challenging. means for building a staff of program aids communication
exceptional employees. Your and prevents problems.
Hospitality employees must be employees will be the reason
helpful, warm and courteous, guests return, develop long- The Customer Service Profile™
particularly when dealing with term loyalty and recommend helps identify those employees
unhappy and irate guests. Even your hospitality to others. who will build your reputation
after working long hours, in the hospitality industry as a
employees must remain In addition to helping you place that welcomes guests
friendly and welcoming to the select employees with “be-of- with great service and a smile.
requests of their guests. service” attitudes, the
Customer Service Profile™
establishes a comprehensive
Profiles Office Park • 5205 Lake Shore Drive • Waco, Texas 76710-1732 • (254) 751-1644 • www.profilesinternational.com