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Hospitality and Customer Service Excellence

By Anita Keri

Hospitality and Customer Service Excellence Leisure, Home & Garden

Hospitality and Customer Service Excellence

0 - Default Title
Description
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.
Product details
Number of Pages:
270
Release Date:
2025-01-01
Publication Date:
2025-01-01
Publisher:
Kruger Brentt Publisher UK. LTD.
Languages:
Original: English
ISBN10:
1787153908
ISBN13:
9781787153905
GPSR Manufacturer Reference:
[email protected]
Weight:
708 g
Height:
183 cm
Width:
260 cm
Thickness:
19 cm
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