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Customer Service in the Hospitality Industry
Lesson Summary

Lesson Summary
Providing excellent customer service is especially important in the hospitality industry as it is the industry’s main product.

The needs of the hospitality customer are:
A Clean, Safe and Secure Environment
Good Food and Drink
Respectful Service
Satisfaction of All Other Needs

Once a hospitality employee is familiar with the needs of hospitality customers he/she should be taught the 12 steps of Superior Hospitality Service.

The 12 steps of Superior Hospitality Service are:
Maintain a Pleasing Environment
Make a Favourable First Impression
Train New Employees
Develop the Professionalism of Management and Staff
Establish Flawless Communication with the Client and Between Departments
Answer Clients’ Questions
Accommodate All Reasonable Wishes of the Customer
Encouraging Team Spirit
Amenities and Presents for the Customer
Offer Incentives for the Personnel
Supervision
Management Inspections

To provide excellent customer service restaurants should aim to reach the highest standards in the following areas of preparation and personnel:
Personal Hygiene
Dress code
Mise en place
Maintaining Responsibility in Each Section
Following Instructions
Dealing with Disputes

The essentials of providing customer service in a restaurant are:
Welcome the Guest
Acknowledge the Client
Table Service
Be Knowledgeable
Move Gracefully
Be Discreet
Use an Under-Liner


END OF UNIT:
Lesson Summary

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