Topics: Hotel, Customer service, Customer Pages: 14 (4689 words) Published: December 16, 2012
Customer Satisfaction in the Hospitality Industry
by Lynda Moultry Belcher, Demand Media
If there's any place where customers are likely to be paying attention to the type of service they receive, it's within the hospitality industry. From restaurants to hotels and everything in between, your job as a hospitality service provider is to maintain customer happiness and satisfaction. Keep your customers at the forefront of your operational plans to hold your hospitality business afloat. Customer Expectations

Gone are the days when customers were happy just receiving "please" and "thank you" or getting service with a smile. Although those go into the recipe for proper etiquette, it's just not enough. Satisfied customers are looking for a memorable experience and dynamic service where it counts. From receiving quick service to bending the standard practices -- such as extending a guest check-out in a hotel or customizing a menu item in a restaurant -- customers want to feel as if their business is appreciated. To be on the receiving end of customers' satisfactory ratings in surveys and among their network, anticipate their needs and be able to have your staff deliver accordingly. Deliver On Promise

One key factor in keeping your guests engaged and coming back is to deliver as you promise. From being consistent to making sure they get the same awesome service to doing what you say you will do, don't drop the ball when it comes to what you say you'll offer. Customers are more likely to get frustrated when you reel them in on a big promise such as special services or premium products and it's not the case. Avoid saying that you are luxury if your services are mediocre or in developing gimmicks that excite customers only to disappoint them throughout the process of working with you. Customer Loyalty

Happy customers are loyal customers. Not only is it important for you to provide stellar service, but awesome products as well. Make it a point to be on the fast track for keeping up with trends that your customers may follow such as building personal assistance services for traveling customers or making special concessions for avid repeat consumers. Be sure you have items on hand so when your customer needs you and your products, everything's available. A customer who has to continuously wait for you to do your part may grow tired, no matter how loyal, and venture off to your competition. Keep customers loyal by focusing on them at all times. Let Them Vent

Give your customers an outlet for telling you about poor experiences. When you have customers who have had a negative experience, make it easy and clear for them to not only tell you about it but get it off their chest to you and not someone else. Don't patronize customers when they are disgruntled by shooing them off with little to no plans for recourse. Make it a point to correct issues that went wrong and look into those that could stand some improvement. Capture communication methods for keeping in contact with your customers so that you can alert them when changes and improvements occur.


Customer Satisfaction in Hospitality Industry- Cleanliness
In the sector of Hospitality Industry, in order to be successful in the market it is not sufficient to attract new customers. Managers must concentrate on retaining existing customers and implementing effective policies of customer satisfaction and loyalty. In the hotel industry, customer satisfaction is largely linked to quality of service and cleanliness. A management approach focused on customer satisfaction can improve customer loyalty, thus increasing the positive image of the establishment. To maintain cleanliness and customer satisfaction in the facility, it is important to have proper methodology in place and follow the same. For instance, if we take a layout of a simple restaurant as shown in the figure, it is imperative to use...
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