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1. “Hospitality Branding:
Service as Marketing”
#bomaqtalk

2. • A good service or product is the
best marketing tool.
• One has the ability to sway their
target market in how their service or
product is perceived, delivered, and
recognized within its communities.
• Good service can be taught,
culturally innovative, and is an
effective tool in client retention.
Ground Rules

3. • The friendly and generous reception
and entertainment of guests,
visitors, or strangers, usually with a
smile.
What is Hospitality?

4. Restaurant Venues
Service: Place for Good Food
Hotel Venues
Service: Place to Sleep
Recreational Venues
Service: Place for Athletics, Sports,
and Training
Entertainment Venues
Service: Place for Fun
Industry Served:

5. Good HOSPITALITY
customer service attention:
Hotel Venues
First Point of Contact:
Website, Curbside Appeal, Lobby
Entrance, and Front Desk Presentation

6. Good HOSPITALITY
customer service attention:
Hotel Venues
Second Point of Contact:
Quality of the rooms
(Paid Service and Prime Revenue Driver),
housekeeping, and amenities

7. Good HOSPITALITY
customer service attention:
Restaurant Venues
First Point of Contact:
Website, Curbside Appeal, Customer
Waiting Area, and Host/Hostess Presentation

8. Good HOSPITALITY
customer service attention:
Restaurant Venues
Second Point of Contact:
Waiter/Waitress,
Food and Drinks
(Paid Service and Prime Revenue Driver),
music, and entertainment.

9. Good HOSPITALITY
customer service preparation:
Hotel Hospitality SOP (Standard
Operating Procedure):
Front Office
•Safety Requirements, Sanitation
Standards, and Accident Prevention
•Staff Behavior:
Staff grooming and hygiene
Telephone etiquette
How to handle guest request and
complaints

10. Good HOSPITALITY
customer service preparation:
Hotel Customer Service SOP:
Front Office
•Guest registration and check in
•Billing , refunding, and cancelling
guests
•Allocating and moving guest to a room,
upgrade, or downgrade
•Group check-ins, wake up calls, and
controlling guest room keys
•Taking, amending, and modifying
reservations

11. Good HOSPITALITY
customer service preparation:
Hotel Hospitality SOP (Standard
Operating Procedure):
Housekeeping
•Greeting guests
•Entering rooms
•Servicing guest rooms
Housekeeping Check List
•Lost and found procedures
•Safety, Security, and Emergency
procedures

12. Good HOSPITALITY
customer service preparation:
Hotel Customer Service SOP
(Standard Operating Procedure):
Housekeeping
•Bed Making
•Cleaning Bathroom
•Dusting Guest Rooms
•Mini-bar/Mini-fridge Cleaning
•Loading the Supply Cart
•Upholstery and floor cleaning
•Cleaning Public Areas

13. Good HOSPITALITY
customer service preparation:
Restaurant Customer Service SOP
(Standard Operating Procedure):
Food Preparation
•Food preparation and safety
•Kitchen safety and emergency
preparedness
•Cleaning and sanitizing food contact
surfaces
•Cooking food per menu indication
•Serving food

14. Good HOSPITALITY
customer service preparation:
Restaurant Hospitality SOP
(Standard Operating Procedure):
Hostess/Waiter/Waitress/Bus
•How to greet/farewell customers
•Job Description/Employee Manual
Staff grooming and hygiene
Service attitude
Receiving tips and gratuity

15. Good HOSPITALITY
customer service preparation:
Restaurant Customer Service SOP:
Hostess/Host/Waiter/Waitress/Bus
•Coordination of table assignments
and openings
•Coordination of table bus staff
•Coordination of customer wait list
•Monitoring of customer waiting area

16. Good HOSPITALITY
customer service preparation:
Restaurant Customer Service SOP:
Hostess/Host/Waiter/Waitress/Bus
•Taking the customer’s order
•Product descriptions
•Customer billing and check
•Suggestive selling and retainage
•Handling complaints and requests
•Serving customer order and service
sequencing

17. How does one get to AWESOME
customer service?
•Must be competent, knowledgeable,
and able to solve problems.
•Be knowledgeable about the
Service, Products, and Company
•Client need competent. Able to
serve clients needs, desires, and
expectations.

18. How does one get to AWESOME
customer service?
What is Customer Service?
The assistance and advice provided by a
company to those people who buy or use
its products or services.

19. How does one get to AWESOME
customer service?
Hospitality is required but is not
considered Good Customer
Service.

20. Good HOSPITALITY
customer service retention:
When dealing with ugly human behavior,
courtesy alone is not enough.
Exercise Emotional Intelligence.

21. Good HOSPITALITY
customer service retention:
Put yourself in your customers shoes.
Love my customer as I love myself.
Think Ahead.

22. Good HOSPITALITY
customer service differentiation:
What makes you different
from your competitors?
Who are you and why should I care?

23. Good HOSPITALITY
customer service differentiation:
Factors
•Target Market
•Revenue Drivers
•Price Point
•Marketing Budget
•Sales Strategy
•Marketing Tools

24. Good HOSPITALITY
customer service differentiation:
Factors
•Message should be consistent and relevant.
•Established mark, logo, and/or tag line.
•How does your target market buy?
•What’s important to them?
•Research, test, and develop.

25. Good HOSPITALITY
customer service demonstration:
Practice what you preach.
Do you have a positive work culture?
Be an investing partner in performance
and training for excellence.

26. Good HOSPITALITY
customer service demonstration:
Project Examples:
Hotel Banque Unlimited
Petit Dejeuner
The Chain Link
Sweet Tooth Jones

27. “Hospitality Branding:
Service as Marketing”
#bomaqtalk