Case Study
I. Case Background
Serving people is the foremost activity in hospitality, and being expertly served is the reasonable expectation of a guests. 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, it is the job of the hospitality service provider to maintain customer happiness and satisfaction. Nowadays, it is not enough for a hospitality business to know that their guests were happy just receiving “thank you” or getting service with a smile, although it is the proper etiquette. Customer satisfaction isn’t just about the service. Satisfied customers are looking for a memorable experience and a dynamic service from the establishment they visited.
Customer service begins the moment an individual calls your business, either to make a reservation or to gather information. High quality service means meeting -- and exceeding -- your guests' expectations to feel warmly welcomed. While high-quality customer service requires that employees interact with guests in a friendly manner. They must perform their daily duties with a smile, responding appropriately to the guest's needs. Complaints must be handled in an empathetic manner. When the guest is satisfied with his experience, the company earns revenue, return visits, new clientele and positive recommendations.
One good thing if an establishment was able to exceed the expectations of the guest is customer loyalty. Customer loyalty is one of the most important keys to the restaurant’s success. Happy customers are the loyal customers. Not only is it important for a hospitality establishment to provide stellar service, but awesome products as well. A customer who has to continuously wait for a restaurant or a hotel, for example, to do their part may grow tired, no matter how loyal, and venture off to their competition. Keep customers loyal by focusing on them at all times. Customer loyalty leads
Serving people is the foremost activity in hospitality, and being expertly served is the reasonable expectation of a guests. 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, it is the job of the hospitality service provider to maintain customer happiness and satisfaction. Nowadays, it is not enough for a hospitality business to know that their guests were happy just receiving “thank you” or getting service with a smile, although it is the proper etiquette. Customer satisfaction isn’t just about the service. Satisfied customers are looking for a memorable experience and a dynamic service from the establishment they visited.
Customer service begins the moment an individual calls your business, either to make a reservation or to gather information. High quality service means meeting -- and exceeding -- your guests' expectations to feel warmly welcomed. While high-quality customer service requires that employees interact with guests in a friendly manner. They must perform their daily duties with a smile, responding appropriately to the guest's needs. Complaints must be handled in an empathetic manner. When the guest is satisfied with his experience, the company earns revenue, return visits, new clientele and positive recommendations.
One good thing if an establishment was able to exceed the expectations of the guest is customer loyalty. Customer loyalty is one of the most important keys to the restaurant’s success. Happy customers are the loyal customers. Not only is it important for a hospitality establishment to provide stellar service, but awesome products as well. A customer who has to continuously wait for a restaurant or a hotel, for example, to do their part may grow tired, no matter how loyal, and venture off to their competition. Keep customers loyal by focusing on them at all times. Customer loyalty leads