This presentation introduces students with the basic unchanging rules of the hospitality industry which they have to carry throughout their career to be a successful hospitality professional.
4 leading principles for successful customer experience.PetreConsultants
Do you want to grow and differentiate your company on a new level? Start creating an optimal customer journey. Read our new e-paper based on the book CEX Sells:
The document discusses innovative trends hotels are using to create more personalized guest experiences. It describes amenities and programs focused on attracting different demographic groups such as millennials, baby boomers and business travelers. Some examples mentioned include offering electric vehicle charging stations, free bike rentals, pressing clothing for business travelers, stocking minibars with customizable snacks, and providing fitness equipment or classes in guest rooms for privacy. The document also discusses wellness programs like aromatherapy amenities and healthy snacks to promote better sleep. Meeting and event spaces are being adapted to cater to interests in farm-to-table dining and media presentations.
The Taj Mahal Palace in Mumbai is a luxury hotel founded in 1903 that has since expanded globally. It offers well-appointed rooms, restaurants, bars, business centers, and other amenities. The Taj positions itself as providing a royal experience through high-end service. It targets foreign tourists, executives, celebrities, and politicians. While prices are high, the Taj focuses on service excellence through well-trained employees who are dedicated to customer satisfaction. During a 2008 terrorist attack, 11 employees sacrificed their lives helping guests escape. The Taj aims to exceed guest expectations through programs like its loyalty program and emphasis on internal and external marketing.
The document provides etiquette and manners guidelines for hotel staff when interacting with guests. Some key points include: opening doors for guests as they approach; holding elevators and assisting those with disabilities or heavy items; allowing guests to proceed on stairs and not rushing past them; maintaining eye contact and personalizing conversations with guests by using their name; keeping a straight posture and not leaning or having unnecessary movements when speaking to guests; giving guests the right of way and opening doors when walking with or near them. The overall focus is on polite, respectful and helpful interactions that prioritize guest service.
This document provides guidance on customer service training. It discusses the importance of customers, reasons why customers leave, handling complaints, and tips for good customer service. Customers are the most important part of any business and the purpose of a business's work. Providing excellent customer service and resolving complaints promptly is key to retaining customers and earning their repeat business.
This document outlines 7 pillars of customer service: 1) Develop a customer service mission statement, 2) Ensure customer service has the proper attitude and action, 3) Provide base training for employees, 4) Coach employees, 5) Send creative thank you's, 6) Perform functional walkthroughs, and 7) Engage with customers. It emphasizes the importance of going above and beyond for customers to build loyalty and advocates training employees to learn more about each customer. Real-world examples are provided to illustrate how following these pillars can significantly increase sales and improve customer relationships.
A quick slideshow to enforce some of the basics of giving good customer service in a call center. I made a few modifications to it so I hope this one is better liked. :)
This presentation introduces students with the basic unchanging rules of the hospitality industry which they have to carry throughout their career to be a successful hospitality professional.
4 leading principles for successful customer experience.PetreConsultants
Do you want to grow and differentiate your company on a new level? Start creating an optimal customer journey. Read our new e-paper based on the book CEX Sells:
The document discusses innovative trends hotels are using to create more personalized guest experiences. It describes amenities and programs focused on attracting different demographic groups such as millennials, baby boomers and business travelers. Some examples mentioned include offering electric vehicle charging stations, free bike rentals, pressing clothing for business travelers, stocking minibars with customizable snacks, and providing fitness equipment or classes in guest rooms for privacy. The document also discusses wellness programs like aromatherapy amenities and healthy snacks to promote better sleep. Meeting and event spaces are being adapted to cater to interests in farm-to-table dining and media presentations.
The Taj Mahal Palace in Mumbai is a luxury hotel founded in 1903 that has since expanded globally. It offers well-appointed rooms, restaurants, bars, business centers, and other amenities. The Taj positions itself as providing a royal experience through high-end service. It targets foreign tourists, executives, celebrities, and politicians. While prices are high, the Taj focuses on service excellence through well-trained employees who are dedicated to customer satisfaction. During a 2008 terrorist attack, 11 employees sacrificed their lives helping guests escape. The Taj aims to exceed guest expectations through programs like its loyalty program and emphasis on internal and external marketing.
The document provides etiquette and manners guidelines for hotel staff when interacting with guests. Some key points include: opening doors for guests as they approach; holding elevators and assisting those with disabilities or heavy items; allowing guests to proceed on stairs and not rushing past them; maintaining eye contact and personalizing conversations with guests by using their name; keeping a straight posture and not leaning or having unnecessary movements when speaking to guests; giving guests the right of way and opening doors when walking with or near them. The overall focus is on polite, respectful and helpful interactions that prioritize guest service.
This document provides guidance on customer service training. It discusses the importance of customers, reasons why customers leave, handling complaints, and tips for good customer service. Customers are the most important part of any business and the purpose of a business's work. Providing excellent customer service and resolving complaints promptly is key to retaining customers and earning their repeat business.
This document outlines 7 pillars of customer service: 1) Develop a customer service mission statement, 2) Ensure customer service has the proper attitude and action, 3) Provide base training for employees, 4) Coach employees, 5) Send creative thank you's, 6) Perform functional walkthroughs, and 7) Engage with customers. It emphasizes the importance of going above and beyond for customers to build loyalty and advocates training employees to learn more about each customer. Real-world examples are provided to illustrate how following these pillars can significantly increase sales and improve customer relationships.
A quick slideshow to enforce some of the basics of giving good customer service in a call center. I made a few modifications to it so I hope this one is better liked. :)
The document discusses various topics including:
1. Different sections with numerical listings and bullet points discussing topics like prices, quantities, and measurements.
2. A table with numbers listing items, prices, and quantities.
3. A list of website URLs.
The document discusses various topics including:
1. Different sections with numerical listings and bullet points discussing topics like prices, quantities, and measurements.
2. A table with numbers listing items, prices, and quantities.
3. A list of website URLs.