Hotel Customer Service 101
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The document discusses the importance of customer service in the travel and tourism industry. It states that customer service should be given utmost attention as it plays a big role in whether a company succeeds or fails. It emphasizes the need to provide highly personalized service so customers feel valued. Additional principles discussed include exceeding customer expectations due to industry competition, focusing on customer loyalty, competitive edge and cost reduction, ensuring positive first impressions, having knowledgeable staff who can provide quick and accurate service and information, developing a good company image, implementing customer service policies, and meeting various customer needs through effective communication and teamwork across an organization.
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Hotel Customer Service 101
- 1. CONTENT AUTHOR: BAM BLANCO RAMIREZ bam@tek-infovision.com 0916-3455750 Customer service 101TRAINING CODE: CSFREE001
- 2. CONTENT AUTHOR: BAM BLANCO RAMIREZ bam@tek-infovision.com 0916-3455750 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.
- 3. CONTENT AUTHOR: BAM BLANCO RAMIREZ bam@tek-infovision.com 0916-3455750 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.
- 4. CONTENT AUTHOR: BAM BLANCO RAMIREZ bam@tek-infovision.com 0916-3455750 Importance of customer service Customer loyalty Competitive edge Cost to company Happy customers
- 5. CONTENT AUTHOR: BAM BLANCO RAMIREZ bam@tek-infovision.com 0916-3455750 Principles of customer service
- 6. CONTENT AUTHOR: BAM BLANCO RAMIREZ bam@tek-infovision.com 0916-3455750 First impressions It 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 and well-maintained facilities?
- 7. CONTENT AUTHOR: BAM BLANCO RAMIREZ bam@tek-infovision.com 0916-3455750 First impressions It 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 and well-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.
- 8. CONTENT AUTHOR: BAM BLANCO RAMIREZ bam@tek-infovision.com 0916-3455750 Speed and accuracy of service It 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
- 9. CONTENT AUTHOR: BAM BLANCO RAMIREZ bam@tek-infovision.com 0916-3455750 Speed and accuracy of service It 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!
- 10. CONTENT AUTHOR: BAM BLANCO RAMIREZ bam@tek-infovision.com 0916-3455750 In order to attract customers organisations need to have developed a good image in its customers eyes. Company image
- 11. CONTENT AUTHOR: BAM BLANCO RAMIREZ bam@tek-infovision.com 0916-3455750 In order to attract customers organisations need to have developed a good image in its customers eyes. Company image What 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.
- 12. CONTENT AUTHOR: BAM BLANCO RAMIREZ bam@tek-infovision.com 0916-3455750 Customer service policies Most 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.
- 13. CONTENT AUTHOR: BAM BLANCO RAMIREZ bam@tek-infovision.com 0916-3455750 Teamwork/ Effective communication Customer 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)
- 14. CONTENT AUTHOR: BAM BLANCO RAMIREZ bam@tek-infovision.com 0916-3455750 Teamwork/ Effective communication Customer 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.
- 15. CONTENT AUTHOR: BAM BLANCO RAMIREZ bam@tek-infovision.com 0916-3455750 Meeting customer needs In 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.
- 16. CONTENT AUTHOR: BAM BLANCO RAMIREZ bam@tek-infovision.com 0916-3455750 Meeting customer needs In 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 needs Passengers 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....
- 17. CONTENT AUTHOR: BAM BLANCO RAMIREZ bam@tek-infovision.com 0916-3455750 Meeting customer needs In 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. 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-room TV 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?
- 18. CONTENT AUTHOR: BAM BLANCO RAMIREZ bam@tek-infovision.com 0916-3455750 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)
- 19. CONTENT AUTHOR: BAM BLANCO RAMIREZ bam@tek-infovision.com 0916-3455750 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?
- 20. More FREE training slides, tools and tips to come! In-depth and customized in-house and public seminars are also available. Contact us now to learn more.
Editor's Notes
- Customer service should be given utmost attention, its a company's rise or down fall. Give your customer a service that is highly personalize and let them feel that they are valuable to you. After all, you will not be in that business without them.
- First impressions Company image Speed and accuracy of service Products and services offered Customer service policies Teamwork Effective communication Meeting customer needs Mission statements
- Queuing for ages to be served or being served almost straight away Being greeting 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.
- Queuing for ages to be served or being served almost straight away Being greeting 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.
- Discuss some examples with the group. I.E picture yourself going into a travel agent and asking to go on a holiday to Kusadasi in Turkey. This is one of the most popular tourist destinations in Turkey and if they are unable to tell you about the destinations they you faith in the travel consultant is going to disappear as you realise that they do not know enough about tourist destinations.
- Discuss some examples with the group. I.E picture yourself going into a travel agent and asking to go on a holiday to Kusadasi in Turkey. This is one of the most popular tourist destinations in Turkey and if they are unable to tell you about the destinations they you faith in the travel consultant is going to disappear as you realise that they do not know enough about tourist destinations.
- When you see these logos you know that you are likely to get a good quality of customer service. Companies who develop a good company image do well in their markets.
- When you see these logos you know that you are likely to get a good quality of customer service. Companies who develop a good company image do well in their markets.
- In organisations all staff need to work together to provide customer service to meet and exceed customer service. They need to communicate and work with each other to ensure that this is happening.
- In organisations all staff need to work together to provide customer service to meet and exceed customer service. They need to communicate and work with each other to ensure that this is happening.
- Meeting consumers’ individual needs Passengers 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 room TV prior to check-out, and just drop their key at the desk as they depart.
- Meeting consumers’ individual needs Passengers 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 room TV prior to check-out, and just drop their key at the desk as they depart.
- Meeting consumers’ individual needs Passengers 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 room TV prior to check-out, and just drop their key at the desk as they depart.
- To provide our customers with safe, good value, point-to-point air services. To effect and to offer a consistent and reliable product and fares appealing to leisure and business markets on a range of European routes. To achieve this, we will develop our people and establish lasting relationships with our suppliers.’ (easy Jet) ‘To grow a profitable airline which people love to fly and where people love to work.’ (Virgin Atlantic) What is your Mission Statement? Do you live up to it?
- To provide our customers with safe, good value, point-to-point air services. To effect and to offer a consistent and reliable product and fares appealing to leisure and business markets on a range of European routes. To achieve this, we will develop our people and establish lasting relationships with our suppliers.’ (easy Jet) ‘To grow a profitable airline which people love to fly and where people love to work.’ (Virgin Atlantic) What is your Mission Statement? Do you live up to it?