Hospitality and Customer Service Excellence - Keri, Anita; Bowerman, Joshua
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1. Customer Service Fundamentals: Introduce core principles of excellent customer service in the hospitality industry, including effective communication, active listening, and personalized service to enhance guest satisfaction and loyalty. 2. Service Quality Standards: Discuss key service quality standards and frameworks, such as SERVQUAL and ISO 9001, that guide the delivery of high-quality hospitality services and ensure consistency in service excellence. 3. Guest Experience Management: Explore strategies for managing and enhancing the guest experience, including pre-arrival interactions,…mehr

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Produktbeschreibung
1. Customer Service Fundamentals: Introduce core principles of excellent customer service in the hospitality industry, including effective communication, active listening, and personalized service to enhance guest satisfaction and loyalty. 2. Service Quality Standards: Discuss key service quality standards and frameworks, such as SERVQUAL and ISO 9001, that guide the delivery of high-quality hospitality services and ensure consistency in service excellence. 3. Guest Experience Management: Explore strategies for managing and enhancing the guest experience, including pre-arrival interactions, on-site service, and post-departure follow-up to create memorable and positive experiences. 4. Handling Complaints and Feedback: Address techniques for effectively managing guest complaints and feedback, including resolving issues promptly, empathetically, and professionally, to turn negative experiences into opportunities for improvement. 5. Staff Training and Development: Highlight the importance of staff training and development programs in promoting service excellence, including training on customer service skills, cultural sensitivity, and problem-solving techniques. 6. Service Recovery Strategies: Explore strategies for effective service recovery, including proactive measures to prevent issues, systematic approaches to addressing service failures, and techniques for rebuilding trust and ensuring guest satisfaction.