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Diploma in Customer Service
Customer Service in the Hospitality Industry
The Hospitality Customer

The Hospitality Customer
In the previous units we learned how to achieve exceptional customer service in any organization. This unit will focus on the philosophies and practices needed to achieve the highest level of customer service in the hospitality industry.

Customer service is especially important in the hospitality industry as it is the industry’s main product. Therefore, unlike almost every other industry, hospitality offers a non-tangible good which relies totally on the personality and skill of those providing it.

For this reason it is crucial that hospitality employees are trained to maintain a standard of superior customer service at all times.

In the hospitality industry, employees must keep the mood of those receiving the service in mind. They must be empathetic and try to think like customers.

Employees should remember that hotel guests usually arrive tired, and all they want is to get to their room, get comfortable and take a shower. Reception staff ensure that check-in is brief and effective.

Restaurant clients arrive hungry and they expect to find a choice they like. Sometimes foreign customers like to try new things and are usually easier to please; others are not adventurous and expect to find their regular fare.


The Needs of Hospitality Customers
Management and staff in the hospitality industry need to keep the unique needs of the hospitality customer in mind at all times.

Click on the tabs on the left to explore these needs in detail.

A Clean, Safe and Secure Environment
The primary need of a hospitality customer is for a clean, safe and secure environment.

Customers want to feel they have the security and comforts of home during their stay.

It is the responsibility of hotel/guest-house staff to ensure that this need is being met in every area of the hotel.

Good Food and Drink
Following security, customers, chief requirement is for nourishment.

To meet this requirement all restaurants, bars and cafés in the location must serve a variety of well-prepared and presented food and drinks. All kitchen staff must strictly adhere to health and safety laws.

Furthermore, all food and drink must match the standard set by the establishment’s star classification and any awards which it has received.

Respectful Service
Customers pay a premium to stay in a hotel.

The customer is always aware of this and expects to be treated with politeness and respect by all members of hotel staff.

This is especially important to remember in hotels with a high star classification and hotels that have won prestigious awards.

Customers will have a very specific idea of the manner that they will be treated in these establishments and will constantly be comparing the service to their expectations.

Satisfaction of All Other Needs
Every customer will have questions for hotel staff during their stay.

These questions are often very common such as “what are the best restaurants nearby”. Residents very much appreciate it when these questions are answered clearly and with enthusiasm.

As well as questions, customers often make requests of hotel staff. Requests are often specific and unique to each customer. While customers will be aware that their request may be out of the ordinary they will expect hotel staff to meet their needs promptly and enthusiastically. Common requests include asking for an extra pillow or for transport to be arranged to the airport.


END OF UNIT:
The Hospitality Customer

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