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Provide Effecftive Customer Service

The document outlines the unit of competency for providing effective customer service in the hospitality industry, emphasizing the importance of understanding guest needs, delivering exceptional service, and handling complaints effectively. It introduces concepts such as the 'Platinum Rule' for treating guests well, the classification of different types of guests, and the significance of first and last impressions. Additionally, it provides guidelines for managing guest complaints, highlighting the benefits of addressing them as opportunities for improvement.

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Joey Manzanillo
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19 views26 pages

Provide Effecftive Customer Service

The document outlines the unit of competency for providing effective customer service in the hospitality industry, emphasizing the importance of understanding guest needs, delivering exceptional service, and handling complaints effectively. It introduces concepts such as the 'Platinum Rule' for treating guests well, the classification of different types of guests, and the significance of first and last impressions. Additionally, it provides guidelines for managing guest complaints, highlighting the benefits of addressing them as opportunities for improvement.

Uploaded by

Joey Manzanillo
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
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Download as PDF, TXT or read online on Scribd
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UNIT OF COMPETENCY: PROVIDE

EFFECTIVE CUSTOMER SERVICE


Learning Outcomes:
1. Provide effective guest service.
2. Identify the guest needs.
3. Handles guest complaints.
Front Office Managers must develop and administer a
SERVICE MANAGEMENT PROGRAM which highlights a
company’s focus on meeting customers’ needs and allows a
hotel to achieve its financial goals. This program must be
based on sound management principles and the hotel’s
commitment to meeting those needs.
PERFECTING SERVICE
PERFECTING SERVICE

•Focus on the guest

•Understand the role of the


guest-contact employee

•Weave a service culture into


education and training systems

•Thrive on change
Because G U E S T

✓ Most important person whether he comes in person,

FOCUS calls or writes to us.

on
✓ They are not dependent to us .... We depend upon

Guest
him.
✓ They are not an interruption of our work. He is the
purpose of it; he is doing us a favor by giving us the
opportunity to serve him.
✓ They are not someone with whom to argue or match
out wits. No one can ever win an argument with a
customer.
✓ They are the person who comes to us because he
needs certain services. It is our job to provide them
in a way profitable to him and to ourselves.
✓ They are not cold statics... He is a flesh and blood,
human being with emotions and prejudices like our
own.
THE PLATINUM RULE
we treat our
guest as they
would like to
be treated and
that is treat
them as a
KING
Classification of Guest
1. Corporate traveler - frequently
pay higher rates than others to
ensure quality programs. They
are concerned with content than
with cost.
2. Transient traveler (business or
pleasure)
3. Package group
4. Airline employee or delayed
passenger
5. Government employee
6. Walk-in
Terminologies used to describe
various types of guests

1. Very Important Person (VIP) – a well


renowned guest like high ranking
officials, executives, etc who wants
special treatment and handling,
2. Very Very Important Person (VVIP) – a
highly renowned person who deserves
an extra special treatment like
dignitaries, ambassador or president of
a country.
3. Free Independent Travelers (FIT) or
Foreign Individual Tourist – tourist or
traveler traveling alone; not joining any
group.
4. Joiner – person joining another guest in
the same room.
UNDERSTAND
THE ROLE OF
THE GUEST-
CONTACT
Moments of Truth
EMPLOYEE
MOMENTS OF TRUTH
“Episode[s] in which a customer comes into
contact with any aspect of the company,
however remote, and thereby has an
opportunity to form an impression.”
FIRST IMPRESSION & LAST IMPRESSION
You only get one chance to get it right. It is set the tone
for everything to follow, and as a result, the arrival
experience is key to setting the right tone, sending the
right message to your guests, sending the subtle but
important cues that reassure your guests that they have
made the right decision when they put their faith in you,
to deliver an exceptional experience, from beginning to
end.
5 Foot & 10 Foot Rule of
Guest Service

5 Foot Rule: acknowledge the


guest verbally. You should be the
first and last to speak when
conversing with your guests.

10 Foot Rule: acknowledge them


nonverbally by making an eye
contact and smiling.
WEAVE A SERVICE
CULTURE INTO EDUCATION
AND TRAINING SYSTEM
Is a positive attitude or feeling of
pride; it is a sense of belonging that
you feel with guests and co-workers.
Anyone who has the spirit of
hospitality has a desire to please
and satisfy guests by providing them
with a good memorable to take
home
You don’t invent good service; you create it with SPIRIT

S- seek out what guest really want


P- place your guest’s needs ahead of your own
I-ignore distractions and focus on what are you doing
R-reach beyond expectations to pleasantly surprise your guests
I-invest in yourself
T-team up with co-workers to deliver the best service possible.
The essence of guest service having HEART.
H – honesty
E – empathy
A – appreciation
R – respect
T – tolerance
HANDLING GUEST
COMPLAINTS
COMPLAINTS
• an expression of
resentment or displeasure
• to make protest
COMPLAINTS
• an expression of
resentment or displeasure
• to make protest

Complaints are Sales Opportunities


and not Threats.
When do people complain?
- More often it is the result of a series of little things that
have been built up to a point where just one more thing
makes the customer snap
Nature of Complaints
MECHANICAL SERVICE STAFF UNUSUAL
ATTITUDES
Heat, light or Delays Rude Weather
power
Furniture Assistance Insulting Pets
Vending Rooms Derogatory Transportation
Management
Keys Telephones Careless Closing time
Plumbing Food and Overfriendly
beverage delivery
Appliances Room service Uncooperative
Personnel Insensitive
What causes complaints?
- Where member of staff has failed to do
something properly.
- Where the guest has been kept waiting
- Where a member of staff has misunderstood
the guest
- Where a guest expects something, which is
not usually provided
- Where a staff member has forgotten to do
something
- Where a guest feels that he is not getting
Value for money.
- Where a staff member forgotten to pass on
message.
- Where equipment and supplies are broken,
damage or missing.
Customer’s expectations in a complaint
- To be treated
courteously.
- A satisfactory result
- To be believed
- Someone to take
responsibility and make
any necessary decisions
to rectify the situation
- To believe that
management values
them
Complaints Handling

- Always apologize immediately and take steps to correct the fault. Ask the person in
charge to attend, giving brief outline of complaint. Never argue with a guest.
- Do not try to excuse the fault by blaming someone else. The guest will not be
interested.
- Try to ensure that all complaints are settled within the hotel. Never invite guest to
write complaints.
- At all times, when dealing with guest, politeness is of utmost importance.
Steps to be followed in Handling Guest Complaints

Avoid Conflict
- say “how can I help you?”
- try to guide away from other guests and staff.
Listen
- allow the guest to tell his story
- do not interrupt
- try to identify his needs
Show Sympathy
- Apologize
- Show concern
- Display humility
- Avoid arrogance
- If possible, invite him to sit down
Do not justify
- avoid making excuses
- only give explanations to satisfy an identified need for an explanation
Ask Questions
- make sure you know all the facts by asking questions
- you can also confirm that you have identified his need correctly
Agree and Take Action
- make sure you get his agreement to your proposed course of action
- remember it is wrong to buy your way out of trouble
- get his agreement
- make note
Follow up and Feed-back
- make sure you follow up the actions taken to ensure that it is
completed satisfactory
- take preventive action to avoid re-occurrence of complaint
- give feed-back to guest
Benefits Derived from Guests’
Complaints
1. they highlight guests’ views and needs
2. they reveal weaknesses in standards and
systems
3. they provide free quality control
4. they highlight priorities
5. they provide free auditing
6. they identify training needs
7. they provide information about
competitors
8. they allow retaining a customer
9. they enable us to prevent re-occurrence
of the event
10.they should be used to develop staff
morale and interdepartmental
communications
UNIT OF COMPETENCY: PROVIDE
EFFECTIVE CUSTOMER SERVICE
Learning Outcomes:
1. Provide effective guest service.
2. Identify the guest needs.
3. Handles guest complaints.

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