Service:Service:The Heart of HospitalityThe Heart of Hospitality
Chapter Two
Customer/Customer Needs
Satisfying Customer Needs
Hospitality Employees
Customer Relation Techniques4
3
2
1
It is all about the CUSTOMER!
Kick Off Activity
The Customer:The Customer:• Someone who purchases products or
services from a business, such as a department store or a hotel.
• Hospitality customers are often referred to as guests.
• The whole reason for the existence of the hospitality industry.
• Come in all shapes and sizes, abilities and personalities, ethnic backgrounds and religions.
Return Customer
Secret to Success in the Hospitality Industry!
Satisfied Customer
Good Customer Service
What is Customer Service:What is Customer Service:
• Customer Service in the hospitality industry is the total customer experience with that business.
• Experience includes:Performance of the staffThe courtesy of the staffThe cleanliness of the propertyThe way the customers are treated during
their stay
Good Customer Service means meeting
Customer Needs
Good Customer Service means meeting
Customer Needs• Hospitality businesses satisfy both the
physical and psychological needs of customers.
• These needs may require food, drink, lodging, transportation or just something as simple as making the customer feel welcome.
Maslow’sLevels ofHuman Needs`
Maslow’sLevels ofHuman Needs`
Physical
Water – Food – Shelter - Rest
Acceptance
Affection – Approval - Belonging
SafetyFreedom from danger – financial security
Esteem
Self-respect
Respect from Others
Self-
Actualization
PersonalGoals – Help others
Relating Physical Training to Maslow’s Hierarchy
Relating Physical Training to Maslow’s Hierarchy
• Physiological - You don’t train so it’s not. Shame on you!
• Safety – It is something you feel like you have to do to be healthy and look good.
• Love & Belonging – It is something you look forward to.
• Esteem – It becomes a part of who you are• Self-Actualization - It becomes what you do
professionally on some level.
Applying Maslow’s Hierarchy to the Hospitality Industry
Applying Maslow’s Hierarchy to the Hospitality Industry
• People are our business. We want the Return Customer.
• Essential in better understanding the needs of the CUSTOMER. Group
Activity
Customer Needs and Maslow’s Hierarchy
Customer Needs and Maslow’s Hierarchy
• Most hospitality businesses fill customers’ basic physical and safety needs.
-Restaurants provide food
-Hotels provide overnight lodging
for tired travelers.
-Hotels provide electronic key
systems for security.
Customer Needs and Maslow’s HierarchyCustomer Needs and Maslow’s Hierarchy
• Many hospitality businesses also provide ways for customers to meet needs for acceptance, esteem, and self-actualization.
-Acceptance needs can be fulfilled by
eating with friends at a restaurant,
attending a conference.
-Esteem needs can be met through
staying at luxury hotels.
-Self-actualization needs can be met
through travel to foreign countries or
taking educational tours.
REMEMBER AND CALL THE CUSTOMER BY HIS OR HER NAME.
REMEMBER AND CALL THE CUSTOMER BY HIS OR HER NAME.
An easy and good way to fulfill customers’ esteem and acceptance needs is by treating them with respect and dignity.
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