AIHT offers best education in the field of Hospitality. The presentation on "Guest Service in Hotel Industry" includes topics such as communicating effectively with customers and maintaining customer service standards.
Front Office Sales & Marketing
Introduction to Marketing
Role of Front Office
Core Concepts of Marketing
Marketing Management Philosophies
Market Mix
Relationship between Front Office & Sales & Marketing
Market Segments
SMERF
Market Segment Strategies
Importance of Market Segments
Selling Techniques
Guest Satisfaction
AIHT offers best education in the field of Hospitality. The presentation on "Guest Service in Hotel Industry" includes topics such as communicating effectively with customers and maintaining customer service standards.
Front Office Sales & Marketing
Introduction to Marketing
Role of Front Office
Core Concepts of Marketing
Marketing Management Philosophies
Market Mix
Relationship between Front Office & Sales & Marketing
Market Segments
SMERF
Market Segment Strategies
Importance of Market Segments
Selling Techniques
Guest Satisfaction
Combined presentation of student reports and the lectures on Lodging and Accommodation for the subject Principles of Tourism II for the College of International Tourism and Hospitality Management of the Lyceum of The Philippines Cavite, Campus. All photographs are grabbed from the internet and credit is due to their respective photographers.
CUSTOMER SERVICE ACROSS CULTURES - WORKING IN ETHIOPIAKalkidan Girma
This presentation provides a description of customer relations and expectations across diverse cultures. It is prepared for anyone whose work involves customer relations in diverse working environments.
RULES FOR WAITER, ATTRIBUTES OF FOOD AND BEVERAGE PERSONNEL, PROFESSIONAL AND HYGIENIC PRACTICES, FOOD AND BEVERAGE KNOWLEDGE AND TECHNICAL ABILITY, SERVICE CONVENTIONS, INTERPERSONAL SKILLS, DEALING WITH INCIDENTS DURING SERVICE, ESSENTIAL TECHNICAL SKILLS, UNDESIRABLE QUALITIES OF WAITER
2. Key Areas of Service
Attitude
Verbal Skills
Behavior
Needs of the Guest
3. Characteristics of Service
Service is abstract /intangible
Service is produced and consumed at
the same time
The resident participates in the service
experience
Service exceeds guest expectations
4. Takeaways to Remember
Good service can save a bad meal.
Next to cleanliness, service is the number one reason
guests return
As a server you take responsibility in ensuring the best
possible guest experience
Service is not what you believe it to be but what the
customer/resident perceives it to be.
5. Attitude
Positive Attitude – learned, practiced and lived
everyday.
Be a Professional – you have to enjoy what your doing.
Appearance – if you don’t care about your own
appearance how can you can care for your guests.
Smile – they are free. Contagious. Friendly.
Guests vs Customers – center of attention, made to feel
important and always want to come back.
6. Verbal Skills
Communicate – clear, concise, no misunderstandings.
Tone – Not what you say but how you say it.
Guest Comments – Good or bad. Thank them for their
feedback.
Product Knowledge – you need to know everything
about the menu – preparation, ingredients.
Listening – truly listening. Don’t just hear the guest.
Body Language – the silent form of communication.
7. Behavior
First Impressions – appearance, smile, posture.
Eye Contact – promotes a level of confidence.
Tools – use the tools provided you.
Stay in Control – Don’t be in the weeds.
Don’t Let Them See Stress – Never in front of the
guests.
8. Needs of the Guest
They need to eat, served in a quick, efficient manner
and leave happy.
Anticipate – anticipate guests needs. Proactive service.
Attentive – guests need to be the center of attention.
Direction – guide your guests through the dining
experience.
Provide Value
Treat the guest how you would want to be treated.
9. Q & A
What questions
might you have
regarding todays
training.
