Hospitality Training
Source: Hospitality - Your Keys to Success. Lanny Hass, Rob Hawk. NC Cooperative Extension.
Hospitality: The Guest Pays the Bills
The landowner who offers his property for use by those who pay a fee is in the “hospitality” business. It is important that the customer receive the attention and service that will keep him or her coming back as well as telling others about the business. Customer service problems can be generally prevented or solved by attention to 4 areas: 1. 2. 3. 4. Providing a strong sense of vision and direction to guide one’s employees, Providing good leadership through example, Reducing employee turnover so as to retain experienced, quality help and Turning problems into opportunities.
The majority of services you provide in heritage/Agritourism will put you in the hospitality business. The hospitality business today suffers from a lack of “Pleasing The Customer”. There is precious little sincere attention paid to the customer and herein lies the opportunity. Good customer service is the cheapest and the most effective type of marketing you can do. People today are conditioned to expect poor service and the operator who exceeds those expectations is the one who will build his guest base. Conversely, mediocre service will cripple even the best of ideas. In this fact sheet let’s explore some of the reasons why service is so poor and offer some suggestions on how to institutionalize the philosophy of Pleasing the Customer.
The Service Problem
Visualize the last time you were at the grocery store, a restaurant, a gas station, a motel or an airline desk. Chances are that your experiences were about the same: impersonal, lacking a sense of urgency, no genuine desire to make this a pleasant experience. Did you feel special? Did you make a mental note to come back? Would you recommend this establishment to others? Worse yet, would you ‘warn’ others? Poor service is a problem that plagues the hospitality industry, and if you are
Hospitality: The Guest Pays the Bills
The landowner who offers his property for use by those who pay a fee is in the “hospitality” business. It is important that the customer receive the attention and service that will keep him or her coming back as well as telling others about the business. Customer service problems can be generally prevented or solved by attention to 4 areas: 1. 2. 3. 4. Providing a strong sense of vision and direction to guide one’s employees, Providing good leadership through example, Reducing employee turnover so as to retain experienced, quality help and Turning problems into opportunities.
The majority of services you provide in heritage/Agritourism will put you in the hospitality business. The hospitality business today suffers from a lack of “Pleasing The Customer”. There is precious little sincere attention paid to the customer and herein lies the opportunity. Good customer service is the cheapest and the most effective type of marketing you can do. People today are conditioned to expect poor service and the operator who exceeds those expectations is the one who will build his guest base. Conversely, mediocre service will cripple even the best of ideas. In this fact sheet let’s explore some of the reasons why service is so poor and offer some suggestions on how to institutionalize the philosophy of Pleasing the Customer.
The Service Problem
Visualize the last time you were at the grocery store, a restaurant, a gas station, a motel or an airline desk. Chances are that your experiences were about the same: impersonal, lacking a sense of urgency, no genuine desire to make this a pleasant experience. Did you feel special? Did you make a mental note to come back? Would you recommend this establishment to others? Worse yet, would you ‘warn’ others? Poor service is a problem that plagues the hospitality industry, and if you are