TAILIEUCHUNG - ch01

CHAPTER 1. The Basics of Guest Service.•. After reading this chapter, you should be able to:. – Identify and describe the history, ages of change, and . current status of guest service in the – Identify the uses of various reasons why guests may not . outwardly complain – Identify and explain the reasoning behind why guests share . their poor experiences with others – Describe the expectations of guests as they relate to . hospitality – Explain and apply the concept of using quality service as a . competitive advantage Copyright © 2013 by John Wiley & Sons, Inc. All Rights Reserved. Guest Service is a . Science and an Art.•. Both a science and an art. – It is much more than just being nice to people. . – Businesses fail at it all of the time – It doesn’t just happen by itself. . – It requires a special blend of: . •. Procedure. •. Technique. •. Skill . •. The human element . Copyright © 2013 by John Wiley & Sons, Inc. All Rights Reserved. Guest Service is Integrated.•. Integrated into the overall business model. – It is part of the company’s identity, or brand and must . be tailored to the individual operation . •. Customized, planned, and executed . •. Including systems that support it . – Employees must be knowledgeable about:. •. Brand. •. Products. •. Operations . Copyright © 2013 by John Wiley & Sons, Inc. All Rights Reserved. Guest Service is Integrated . (cont’d).•. It is: . – Part of the core of the business. . – Integrated into nearly every decision. . – Calculated and planned. . – Evident in all of the operations, the people, and the . plan. . Copyright © 2013 by John Wiley & Sons, Inc. All Rights Reserved. Guest Service is . Meeting Expectations.•. Definition . – Guest Service: Meeting guests’ expectations. – There are a variety of similar definitions. . •. Anytime patrons, or even prospective patrons, . interact with a facet of the organization; customer . service is rendered. . •. Quality customer service is meeting and exceeding . the individual customer’s expectations. . •. If service meets or surpasses customer’s . expectations, in any situation, it is said to be quality . customer service Copyright © 2013 by John Wiley & Sons, Inc. All Rights Reserved. Examples of Bad Service.•. Staffing: . – They are understaffed. . – They aren’t paid enough. . – They aren’t properly trained. . – They are just having a bad day. . – No person or system is present to monitor – They are in training. . – They are overworked and tired. . – It isn’t their responsibility Copyright © 2013 by John Wiley & Sons, Inc. All Rights Reserved. Examples of Bad Service . (cont’d).•. Systems: . – The computer is slow. . – The kitchen is slow. . – The _ is broken. . – We just got a new _•. Setting: . – Everything in this neighborhood stinks – This place is all about low cost. . – We are renovating. . Copyright © 2013 by John Wiley & Sons, Inc. All Rights Reserved. Examples of Bad Service . (cont’d).•. Capacity/Customers: . – Ther

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• Bagdan Guest Service in the Hospitality Industry