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HRTE Unit 2 Skills
Skills for Hospitality
| Term | Definition |
|---|---|
| service | activity that is done for another person. examples might be serving food and drink |
| customer service | the total customer experience including performance of staff, the courtesy of the staff, the cleanliness of the property, and the way customers are treated |
| customer | someone who purchases products or services from a business also called a guest |
| guest | customer who purchases products or services from a hospitality business |
| empathy | is the ability to put yourself in somone else's shoes and know how that person feels |
| customer satisfaction | the positive feeling customers have about a business that meets their needs |
| quality service | service that meets or exceeds customer expectations |
| service encounter | an interaction between a customer and a staff member |
| word of mouth publicity | informal conversation people have about thier experiences with a business |
| TRUE | word of mouth publicity is one of the major ways people hear about hospitality businesses |
| TRUE | quality service is achieved through training employees in customer service |
| consistent quality service | providing the same good service and products to customers each and every tie they come to your business |
| front of the house | is the area in a hospitality business that guest usually see Examples might include the front desk, entrances, lobby, and dinning room |
| back of the house | also called the heart of the house. is the part of the business don't usually see including the kitchen, offices, receiving, storage, etc. |
| FALSE | front of the house employees rarely interact with customers so customer service training is not as important as the skills they need to complete their assigned tasks |
| customer focused employee | an employee who can anticipate customer needs and can respond quickly and effectively when needed. |
| characteristics of customer focused employees | eye contact, good posture, smile, respond quickly, use customers name, and are clean and well groomed. |
| all customers expect | to be treated with dignity, requests to be handled quickly, honesty, cleanliness, and accuracy when in a business |
| critical moment | is a time when the customer's experience makes a bigger impact on customer satisfaction then at other times |
| TRUE | the first phone call, view of entrance, interaction with staff, length of wait, arrival of food, restrooms, and presentation of the bill are all critical moments in hospitality |
| FALSE | when answering the phone tone of voice and attitude are NOT important |
| customer service plan | is a written plan designed to help staff members provide quality customer serivce |
| customer retention | keeping current customers |
| TRUE | the key to handling customer complaints is to resolve the complaint to the customers' satisfaction |
| rules for handling complaints | listen, allow customer to vent, be supportive, have positive attitude,, offer solutions, follow through |
| skills for hospitality | customer service, communication skills, and human relation skills, negotiation skills, as well as planning and organizing |
Created by:
janice ritchey
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