Bacal & Associates - Meeting your customer service needs for almost two decades
Top : Customer Service - Hospitality Industry: There's no industry that DEMANDS customer service more than the hospitality industry -- hotels, restaurants and related sectors. Learn how to provide effective customer service in the hospitality industry.
Articles:
Subway To Bring New-Age Customer Service- by Ryan Boyd
See how the fast-food chain Subway is improving its customer service. Learn how adding a drive-thru service to a Subway will establish an increase in business and customer satisfaction.
(Added:
2-Jun-2006
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658
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Hotel Websites Have Much to Do to Increase User Satisfaction and Customer Loyalty- by Max Starkov
According to Max Starkov, CEO of Hospitality eBusiness Strategies, "49% of all visitors to hotel branded websites in our study claim they do not belong to any hotel loyalty program." Mr. Starkov continues, "For proactive hoteliers this represents an untapped market and a great opportunity to increase user loyalty."
(Added:
23-Oct-2004
Hits:
751
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The Key To The Restaurant Business: Great Customer Service- by Donna Siegal
If a restaurant has the key elements of great food, decor, and location but is missing great customer service it is probable that it will not survive long. According to this article there are six common errors in hospitality customer service to be avoided. They are as follows: "you just missed....", too much information too early, joining the conversation, "how are you all doing?", the end is just as important as the beginning, and move along customer. This is a good article that impressess upon the reader the worst habits that should be avoided at all costs in hospitality customer service.
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(Added:
2-Nov-2004
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3259
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Weathering the Perfect Storm- by Cheryl Dahle
Hotels in San Francisco have been hit harder by the economic downturn than in any other city. One progressive hotelier, Joie de Vivre's Chip Conley, plans to survive -- and thrive -- by focusing on investors, employees, and customers.
(Added:
20-Mar-2005
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721
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Hire right: Do it the Ritz way; Building customer loyalty - The Buzz - Ritz Carlton Hotel Company L.L.C - Brief Article- by Carroll Lachnit
Consumers of anything--hotel rooms, cars, ice-cream sandwiches--want three things: a defect-free product, timely service, and a purchasing experience that they feel good about, says Horst Schulze, the former vice chairman of the Ritz-Carlton Hotel Company, a two-time winner of a Malcolm Baldrige National Quality Award for service.
The "feel good" part comes about only through interaction with human beings--the employees that HR is responsible for hiring, he said in February at the Marcus Evans Global eHR and HR Summit in Amelia Island, Florida.
(Added:
24-Jan-2006
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788
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Hotel & Motel Management: Listening to feedback helps hotels improve- by Stacey Mieyal Higgins
There's nothing like an attentive staff to keep guests happy. And effective management of guest feedback is crucial to guest satisfaction.
Guest comments are a chance to do better next time, said Cathy Forbes, g.m. at the Best Western Auburn Inn in Auburn, Ind.
"Too often, people in the industry take it as a personal criticism instead of an opportunity to change," she said. "If you're not listening to your customers, someone else will."
Responding to guests' comments is at the heart of guest services, according to hoteliers. And sometimes, the comments can reinforce an idea.
(Added:
24-Jan-2006
Hits:
1325
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