Losing of customers at premier & business-class hotel in Hospitality Industry.

1. Some facts regarding the
reasons restaurants & Hotels
lose customers:

2. Customer dies = 1%

3. Moved away = 3%
Bye-Bye

4. Influenced by friends or others= 5%
The food and service is terrible there

5. Lured away by the competition= 9%
Tonight we have a special promotion of “Eat one get one free”

6. Dissatisfied with product = 14%
Did not like the, food, décor, service, style, presentation, location

7. Turned away by an attitude of
indifference on the part of a
company employee = 68%
Good evening, welcome to the restaurant

8. I don’t want to be here Oh no not you again!!
How can you be so stupid?

9. What do you expect
me to do about it?
I have no idea
what you want
So! You want to complain

10. I’m busy don’t
bother me
I’m a manager I don’t
serve guests
I’m only doing this until I
get a recording contract

11. What!! No tip!!!

12. •I’m here but I don’t want to be.
•All these guests just keep aggravating me
•Management want me to smile all the time
•They don’t know the problems I have

13. What are all these faces saying to the guest?

14. Welcome to the Hotel
Hola, bienvenido Hey, how are you?
Good evening and welcome
How nice to see you again
Hello Mr. Watson

15. All we have to do is: