SlideShare une entreprise Scribd logo

customer service - hospitality

•Télécharger en tant que PPT, PDF•
•
James Yorke
James Yorke
1  sur  11
SEMESTER 2 HND Hospitality Management
Just to get you in the mood! ,[object Object],[object Object]
Welcome to a new semester ,[object Object],[object Object]
The Aim of this unit ,[object Object],[object Object],[object Object]
The Learning Outcomes ,[object Object],[object Object],[object Object],[object Object]
How will I be assessed? ,[object Object],[object Object],[object Object],[object Object]
So – good and bad customer service? ,[object Object],[object Object],[object Object],[object Object]
Bad Customer Service ,[object Object],[object Object]
Good Customer ,[object Object]
Activity ,[object Object],[object Object],[object Object],[object Object]
Good Organisations ,[object Object],[object Object],[object Object]

Recommandé

Front office Etiquettes
Front office EtiquettesFront office Etiquettes
Front office Etiquettespranjal joshi
 
Handling Guest Complaints in Front Office
Handling Guest Complaints in Front OfficeHandling Guest Complaints in Front Office
Handling Guest Complaints in Front OfficeArpendra Chauhan
 
Hotel Customer Service 101
Hotel Customer Service 101Hotel Customer Service 101
Hotel Customer Service 101Bam Ramirez
 
How to Handle Guest with Complaints in Hotel
How to Handle Guest with Complaints in HotelHow to Handle Guest with Complaints in Hotel
How to Handle Guest with Complaints in HotelHotelCluster
 
Handling customer complaints, Dealing Different Types of Guest
Handling customer complaints, Dealing Different Types of Guest Handling customer complaints, Dealing Different Types of Guest
Handling customer complaints, Dealing Different Types of Guest pranjal joshi
 
Handling guest complaint
Handling guest complaintHandling guest complaint
Handling guest complaintpranjal joshi
 
How to handle difficult situation
How to handle difficult situation How to handle difficult situation
How to handle difficult situation Nuwan Darshana
 
Handling Guest Complaints in Hotels
Handling Guest Complaints in HotelsHandling Guest Complaints in Hotels
Handling Guest Complaints in HotelsManoj Singh
 

Recommandé

Front office Etiquettes
Front office EtiquettesFront office Etiquettes
Front office Etiquettespranjal joshi
 
Handling Guest Complaints in Front Office
Handling Guest Complaints in Front OfficeHandling Guest Complaints in Front Office
Handling Guest Complaints in Front OfficeArpendra Chauhan
 
Hotel Customer Service 101
Hotel Customer Service 101Hotel Customer Service 101
Hotel Customer Service 101Bam Ramirez
 
How to Handle Guest with Complaints in Hotel
How to Handle Guest with Complaints in HotelHow to Handle Guest with Complaints in Hotel
How to Handle Guest with Complaints in HotelHotelCluster
 
Handling customer complaints, Dealing Different Types of Guest
Handling customer complaints, Dealing Different Types of Guest Handling customer complaints, Dealing Different Types of Guest
Handling customer complaints, Dealing Different Types of Guest pranjal joshi
 
Handling guest complaint
Handling guest complaintHandling guest complaint
Handling guest complaintpranjal joshi
 
How to handle difficult situation
How to handle difficult situation How to handle difficult situation
How to handle difficult situation Nuwan Darshana
 
Handling Guest Complaints in Hotels
Handling Guest Complaints in HotelsHandling Guest Complaints in Hotels
Handling Guest Complaints in HotelsManoj Singh
 
Training hotel
Training hotelTraining hotel
Training hotelGajanan Shirke
 
Guest service
Guest serviceGuest service
Guest servicePramodh Modh
 
Front Office
Front OfficeFront Office
Front OfficeRedel Franco
 
Front Office
Front OfficeFront Office
Front OfficeAngelica Reyes
 
Customer Service Powerpoint
Customer Service PowerpointCustomer Service Powerpoint
Customer Service Powerpointguestf74142
 
Restaurant customer service
Restaurant customer serviceRestaurant customer service
Restaurant customer serviceArnold Pallo
 
Guest relations executive ppt
Guest relations executive pptGuest relations executive ppt
Guest relations executive pptVikesh Thakur
 
Telephone courtesy for hospitality industry: Share by Saeful Anwar
Telephone courtesy for hospitality industry: Share by Saeful AnwarTelephone courtesy for hospitality industry: Share by Saeful Anwar
Telephone courtesy for hospitality industry: Share by Saeful AnwarHospitality Industry
 
Compliant Handling
Compliant HandlingCompliant Handling
Compliant HandlingBhavana Agarwal
 
Customer service training
Customer service trainingCustomer service training
Customer service trainingMelkamu Mekonnen
 
Hotel Front Office Up-Selling
Hotel Front Office Up-SellingHotel Front Office Up-Selling
Hotel Front Office Up-SellingDarrel Cartwright
 
Complaint Handling Keeping Guests Happy.
Complaint Handling Keeping Guests Happy.Complaint Handling Keeping Guests Happy.
Complaint Handling Keeping Guests Happy.Vasantkumar Parakhiya
 
Etiquette and manners of a true hoteliar
Etiquette and manners of a true hoteliarEtiquette and manners of a true hoteliar
Etiquette and manners of a true hoteliarNuwan Darshana
 
Importance of guest service in Hospitilaty
Importance of guest service in HospitilatyImportance of guest service in Hospitilaty
Importance of guest service in HospitilatyAsian Institute of Hospitality & Tourism
 
Providing Exceptional Guest Experiences
Providing Exceptional Guest ExperiencesProviding Exceptional Guest Experiences
Providing Exceptional Guest Experiencesnelson831
 
10 DO's and DON'Ts in Customer Service for Hotels and Restaurants
10 DO's and DON'Ts in Customer Service for Hotels and Restaurants10 DO's and DON'Ts in Customer Service for Hotels and Restaurants
10 DO's and DON'Ts in Customer Service for Hotels and RestaurantsBam Ramirez
 
Types of complainer guests in hotel
Types of complainer guests in hotelTypes of complainer guests in hotel
Types of complainer guests in hotelNuwan Darshana
 
Restaurant Staff Training
Restaurant Staff TrainingRestaurant Staff Training
Restaurant Staff TrainingUpserve
 
Module 3 the guest experience
Module 3 the guest experienceModule 3 the guest experience
Module 3 the guest experienceNorwegian Cruise Line
 
Customer Service in the restaurants
Customer Service in the restaurantsCustomer Service in the restaurants
Customer Service in the restaurantsBhavana Agarwal
 
Teleperformance case study superior sales achievement for a global hospitalit...
Teleperformance case study superior sales achievement for a global hospitalit...Teleperformance case study superior sales achievement for a global hospitalit...
Teleperformance case study superior sales achievement for a global hospitalit...Teleperformance
 
Growing Your Hospitality Business: The Link Between Customer Service And Your...
Growing Your Hospitality Business: The Link Between Customer Service And Your...Growing Your Hospitality Business: The Link Between Customer Service And Your...
Growing Your Hospitality Business: The Link Between Customer Service And Your...Marlowe Bennett
 

Contenu connexe

Tendances

Customer Service Powerpoint
Customer Service PowerpointCustomer Service Powerpoint
Customer Service Powerpointguestf74142
 
Restaurant customer service
Restaurant customer serviceRestaurant customer service
Restaurant customer serviceArnold Pallo
 
Guest relations executive ppt
Guest relations executive pptGuest relations executive ppt
Guest relations executive pptVikesh Thakur
 
Telephone courtesy for hospitality industry: Share by Saeful Anwar
Telephone courtesy for hospitality industry: Share by Saeful AnwarTelephone courtesy for hospitality industry: Share by Saeful Anwar
Telephone courtesy for hospitality industry: Share by Saeful AnwarHospitality Industry
 
Hotel Front Office Up-Selling
Hotel Front Office Up-SellingHotel Front Office Up-Selling
Hotel Front Office Up-SellingDarrel Cartwright
 
Complaint Handling Keeping Guests Happy.
Complaint Handling Keeping Guests Happy.Complaint Handling Keeping Guests Happy.
Complaint Handling Keeping Guests Happy.Vasantkumar Parakhiya
 
Etiquette and manners of a true hoteliar
Etiquette and manners of a true hoteliarEtiquette and manners of a true hoteliar
Etiquette and manners of a true hoteliarNuwan Darshana
 
Providing Exceptional Guest Experiences
Providing Exceptional Guest ExperiencesProviding Exceptional Guest Experiences
Providing Exceptional Guest Experiencesnelson831
 
10 DO's and DON'Ts in Customer Service for Hotels and Restaurants
10 DO's and DON'Ts in Customer Service for Hotels and Restaurants10 DO's and DON'Ts in Customer Service for Hotels and Restaurants
10 DO's and DON'Ts in Customer Service for Hotels and RestaurantsBam Ramirez
 
Types of complainer guests in hotel
Types of complainer guests in hotelTypes of complainer guests in hotel
Types of complainer guests in hotelNuwan Darshana
 
Restaurant Staff Training
Restaurant Staff TrainingRestaurant Staff Training
Restaurant Staff TrainingUpserve
 
Customer Service in the restaurants
Customer Service in the restaurantsCustomer Service in the restaurants
Customer Service in the restaurantsBhavana Agarwal
 

Tendances (20)

Training hotel
Training hotelTraining hotel
Training hotel
 
Guest service
Guest serviceGuest service
Guest service
 
Front Office
Front OfficeFront Office
Front Office
 
Front Office
Front OfficeFront Office
Front Office
 
Customer Service Powerpoint
Customer Service PowerpointCustomer Service Powerpoint
Customer Service Powerpoint
 
Restaurant customer service
Restaurant customer serviceRestaurant customer service
Restaurant customer service
 
Guest relations executive ppt
Guest relations executive pptGuest relations executive ppt
Guest relations executive ppt
 
Telephone courtesy for hospitality industry: Share by Saeful Anwar
Telephone courtesy for hospitality industry: Share by Saeful AnwarTelephone courtesy for hospitality industry: Share by Saeful Anwar
Telephone courtesy for hospitality industry: Share by Saeful Anwar
 
Compliant Handling
Compliant HandlingCompliant Handling
Compliant Handling
 
Customer service training
Customer service trainingCustomer service training
Customer service training
 
Hotel Front Office Up-Selling
Hotel Front Office Up-SellingHotel Front Office Up-Selling
Hotel Front Office Up-Selling
 
Complaint Handling Keeping Guests Happy.
Complaint Handling Keeping Guests Happy.Complaint Handling Keeping Guests Happy.
Complaint Handling Keeping Guests Happy.
 
Etiquette and manners of a true hoteliar
Etiquette and manners of a true hoteliarEtiquette and manners of a true hoteliar
Etiquette and manners of a true hoteliar
 
Importance of guest service in Hospitilaty
Importance of guest service in HospitilatyImportance of guest service in Hospitilaty
Importance of guest service in Hospitilaty
 
Providing Exceptional Guest Experiences
Providing Exceptional Guest ExperiencesProviding Exceptional Guest Experiences
Providing Exceptional Guest Experiences
 
10 DO's and DON'Ts in Customer Service for Hotels and Restaurants
10 DO's and DON'Ts in Customer Service for Hotels and Restaurants10 DO's and DON'Ts in Customer Service for Hotels and Restaurants
10 DO's and DON'Ts in Customer Service for Hotels and Restaurants
 
Types of complainer guests in hotel
Types of complainer guests in hotelTypes of complainer guests in hotel
Types of complainer guests in hotel
 
Restaurant Staff Training
Restaurant Staff TrainingRestaurant Staff Training
Restaurant Staff Training
 
Module 3 the guest experience
Module 3 the guest experienceModule 3 the guest experience
Module 3 the guest experience
 
Customer Service in the restaurants
Customer Service in the restaurantsCustomer Service in the restaurants
Customer Service in the restaurants
 

En vedette

Teleperformance case study superior sales achievement for a global hospitalit...
Teleperformance case study superior sales achievement for a global hospitalit...Teleperformance case study superior sales achievement for a global hospitalit...
Teleperformance case study superior sales achievement for a global hospitalit...Teleperformance
 
Growing Your Hospitality Business: The Link Between Customer Service And Your...
Growing Your Hospitality Business: The Link Between Customer Service And Your...Growing Your Hospitality Business: The Link Between Customer Service And Your...
Growing Your Hospitality Business: The Link Between Customer Service And Your...Marlowe Bennett
 
Retail Hospitality or Customer Service Before, During & After the Sale
Retail Hospitality or Customer Service Before, During & After the SaleRetail Hospitality or Customer Service Before, During & After the Sale
Retail Hospitality or Customer Service Before, During & After the SaleSimple Marketing Now LLC
 
Tourism services
Tourism servicesTourism services
Tourism servicesNasimB
 
Tourism feature,significance and marketing mix
Tourism feature,significance and marketing mixTourism feature,significance and marketing mix
Tourism feature,significance and marketing mixsahanasneha
 
Week 10 Food And Beverage Production Methods 2 2552
Week 10 Food And Beverage Production Methods 2 2552Week 10 Food And Beverage Production Methods 2 2552
Week 10 Food And Beverage Production Methods 2 2552Pavit Tansakul
 
15 the role of service in the hospitality industry
15 the role of service in the hospitality industry15 the role of service in the hospitality industry
15 the role of service in the hospitality industrySeta Wicaksana
 
Sales & Service in Hospitality
Sales & Service in HospitalitySales & Service in Hospitality
Sales & Service in Hospitalityjustcocktails
 
Equinox Advisory Ltd. Tourism & Hospitality Services
Equinox Advisory Ltd. Tourism & Hospitality ServicesEquinox Advisory Ltd. Tourism & Hospitality Services
Equinox Advisory Ltd. Tourism & Hospitality ServicesBernard Mallia
 
Improving service quality workshop
Improving service quality workshopImproving service quality workshop
Improving service quality workshopSeta Wicaksana
 
74 banking services in india
74 banking services in india74 banking services in india
74 banking services in indiaVishwas Joshi
 
Banking, financial services and insurance
Banking, financial services and insuranceBanking, financial services and insurance
Banking, financial services and insuranceMahindra Satyam
 
Insurance services in india
Insurance services in indiaInsurance services in india
Insurance services in indiaindianeducation
 
Basic nature of tourism
Basic nature of tourismBasic nature of tourism
Basic nature of tourismSwati Sharma
 

En vedette (20)

Teleperformance case study superior sales achievement for a global hospitalit...
Teleperformance case study superior sales achievement for a global hospitalit...Teleperformance case study superior sales achievement for a global hospitalit...
Teleperformance case study superior sales achievement for a global hospitalit...
 
Growing Your Hospitality Business: The Link Between Customer Service And Your...
Growing Your Hospitality Business: The Link Between Customer Service And Your...Growing Your Hospitality Business: The Link Between Customer Service And Your...
Growing Your Hospitality Business: The Link Between Customer Service And Your...
 
B2B
B2B B2B
B2B
 
customer service1
customer service1customer service1
customer service1
 
Retail Hospitality or Customer Service Before, During & After the Sale
Retail Hospitality or Customer Service Before, During & After the SaleRetail Hospitality or Customer Service Before, During & After the Sale
Retail Hospitality or Customer Service Before, During & After the Sale
 
Tourism services
Tourism servicesTourism services
Tourism services
 
Tourism feature,significance and marketing mix
Tourism feature,significance and marketing mixTourism feature,significance and marketing mix
Tourism feature,significance and marketing mix
 
Significance of tourism
Significance of tourismSignificance of tourism
Significance of tourism
 
Healthcare with IT Enabled PPP
Healthcare with IT Enabled PPP Healthcare with IT Enabled PPP
Healthcare with IT Enabled PPP
 
Week 10 Food And Beverage Production Methods 2 2552
Week 10 Food And Beverage Production Methods 2 2552Week 10 Food And Beverage Production Methods 2 2552
Week 10 Food And Beverage Production Methods 2 2552
 
15 the role of service in the hospitality industry
15 the role of service in the hospitality industry15 the role of service in the hospitality industry
15 the role of service in the hospitality industry
 
Sales & Service in Hospitality
Sales & Service in HospitalitySales & Service in Hospitality
Sales & Service in Hospitality
 
Tourism service
Tourism serviceTourism service
Tourism service
 
Equinox Advisory Ltd. Tourism & Hospitality Services
Equinox Advisory Ltd. Tourism & Hospitality ServicesEquinox Advisory Ltd. Tourism & Hospitality Services
Equinox Advisory Ltd. Tourism & Hospitality Services
 
Improving service quality workshop
Improving service quality workshopImproving service quality workshop
Improving service quality workshop
 
74 banking services in india
74 banking services in india74 banking services in india
74 banking services in india
 
Banking, financial services and insurance
Banking, financial services and insuranceBanking, financial services and insurance
Banking, financial services and insurance
 
Insurance services in india
Insurance services in indiaInsurance services in india
Insurance services in india
 
Basic nature of tourism
Basic nature of tourismBasic nature of tourism
Basic nature of tourism
 
Basic Concept of Tourism
Basic Concept of TourismBasic Concept of Tourism
Basic Concept of Tourism
 

Similaire à customer service - hospitality

Retail management 15
Retail management 15Retail management 15
Retail management 15Anand Vatsa
 
Cs1 13 sitxccs401 and sitxccs501 - student guide wm-1
Cs1 13 sitxccs401 and sitxccs501 - student guide wm-1Cs1 13 sitxccs401 and sitxccs501 - student guide wm-1
Cs1 13 sitxccs401 and sitxccs501 - student guide wm-1Hymns Chu
 
Measuring Customer Satisfaction (KL)
Measuring Customer Satisfaction (KL)Measuring Customer Satisfaction (KL)
Measuring Customer Satisfaction (KL)moriano1000
 
The Edge Customer Services Module 1
The Edge Customer Services Module 1The Edge Customer Services Module 1
The Edge Customer Services Module 1Leo Appleton
 
Service Quality Evalutation
Service Quality EvalutationService Quality Evalutation
Service Quality EvalutationSarthak Goyal
 
A Guide To Customer Service Training
A Guide To Customer Service TrainingA Guide To Customer Service Training
A Guide To Customer Service TrainingHappyFox
 
AHA Corporate Training
AHA Corporate TrainingAHA Corporate Training
AHA Corporate TrainingCindi Reiman
 
City of Philadelphia Customer Service Officers Program Manual
City of Philadelphia Customer Service Officers Program ManualCity of Philadelphia Customer Service Officers Program Manual
City of Philadelphia Customer Service Officers Program ManualRosetta Carrington Lue
 
Immersion W3 for grade 12 stem, abm, and humss, week three, resume
Immersion W3 for grade 12 stem, abm, and humss, week three, resumeImmersion W3 for grade 12 stem, abm, and humss, week three, resume
Immersion W3 for grade 12 stem, abm, and humss, week three, resumeJacobSalazar16
 
240 Measuring Customer Satisfaction and Complaint Handling
240 Measuring Customer Satisfaction and Complaint Handling240 Measuring Customer Satisfaction and Complaint Handling
240 Measuring Customer Satisfaction and Complaint Handlingmoriano1000
 
Profesionalism in efficient customer service
Profesionalism in efficient customer serviceProfesionalism in efficient customer service
Profesionalism in efficient customer serviceTimothy Wooi
 
Customer Service Excellence @ Nestle
Customer Service Excellence @ NestleCustomer Service Excellence @ Nestle
Customer Service Excellence @ NestleHj Mohamad Idrakisyah
 

Similaire à customer service - hospitality (20)

Retail management 15
Retail management 15Retail management 15
Retail management 15
 
Cs1 13 sitxccs401 and sitxccs501 - student guide wm-1
Cs1 13 sitxccs401 and sitxccs501 - student guide wm-1Cs1 13 sitxccs401 and sitxccs501 - student guide wm-1
Cs1 13 sitxccs401 and sitxccs501 - student guide wm-1
 
Measuring Customer Satisfaction (KL)
Measuring Customer Satisfaction (KL)Measuring Customer Satisfaction (KL)
Measuring Customer Satisfaction (KL)
 
MHR LGA2
MHR LGA2MHR LGA2
MHR LGA2
 
The Edge Customer Services Module 1
The Edge Customer Services Module 1The Edge Customer Services Module 1
The Edge Customer Services Module 1
 
Gaps model final
Gaps model finalGaps model final
Gaps model final
 
UNIT 3: CUSTOMER SERVICE
UNIT 3: CUSTOMER SERVICEUNIT 3: CUSTOMER SERVICE
UNIT 3: CUSTOMER SERVICE
 
Service Quality Evalutation
Service Quality EvalutationService Quality Evalutation
Service Quality Evalutation
 
A Guide To Customer Service Training
A Guide To Customer Service TrainingA Guide To Customer Service Training
A Guide To Customer Service Training
 
AHA Corporate Training
AHA Corporate TrainingAHA Corporate Training
AHA Corporate Training
 
FGBMFI
FGBMFIFGBMFI
FGBMFI
 
City of Philadelphia Customer Service Officers Program Manual
City of Philadelphia Customer Service Officers Program ManualCity of Philadelphia Customer Service Officers Program Manual
City of Philadelphia Customer Service Officers Program Manual
 
Some Recommendations For Improving Service Quality At Binh Quoi Tourist Village.
Some Recommendations For Improving Service Quality At Binh Quoi Tourist Village.Some Recommendations For Improving Service Quality At Binh Quoi Tourist Village.
Some Recommendations For Improving Service Quality At Binh Quoi Tourist Village.
 
Some Recommendations For Improving Service Quality At Binh Quoi Tourist Village.
Some Recommendations For Improving Service Quality At Binh Quoi Tourist Village.Some Recommendations For Improving Service Quality At Binh Quoi Tourist Village.
Some Recommendations For Improving Service Quality At Binh Quoi Tourist Village.
 
Some recommendations for improving service quality at Binh Quoi tourist Villa...
Some recommendations for improving service quality at Binh Quoi tourist Villa...Some recommendations for improving service quality at Binh Quoi tourist Villa...
Some recommendations for improving service quality at Binh Quoi tourist Villa...
 
Immersion W3 for grade 12 stem, abm, and humss, week three, resume
Immersion W3 for grade 12 stem, abm, and humss, week three, resumeImmersion W3 for grade 12 stem, abm, and humss, week three, resume
Immersion W3 for grade 12 stem, abm, and humss, week three, resume
 
Customer service course
Customer service courseCustomer service course
Customer service course
 
240 Measuring Customer Satisfaction and Complaint Handling
240 Measuring Customer Satisfaction and Complaint Handling240 Measuring Customer Satisfaction and Complaint Handling
240 Measuring Customer Satisfaction and Complaint Handling
 
Profesionalism in efficient customer service
Profesionalism in efficient customer serviceProfesionalism in efficient customer service
Profesionalism in efficient customer service
 
Customer Service Excellence @ Nestle
Customer Service Excellence @ NestleCustomer Service Excellence @ Nestle
Customer Service Excellence @ Nestle
 

customer service - hospitality