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:
Hospitality Customer Service - Panacea or Placebo | By John R. Hendrie- by John Hendrie
Collectively, our business in Hospitality is to maximize the visitor expectation and ensure that the experience is memorable for all the right reasons. There is a tripod in place: service, product, facility. Emphasis only on one of these foundational legs merely swings the equation out of whack. You can have all the Customer Service emphasis in the world, but if your product – rooms, food, physical plant, merchandise – is seen as without value, you crash! The balance of the tripod is the experience.
(Added:
24-May-2005
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1949
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Training front-desk team can help capture more walk-in business- by Doug Kennedy
While many hotels have focused attention in recent years on helping reservation agents convert inquiry calls into bookings, most hotel managers still seem to be overlooking numerous other opportunities their front-desk staff encounters every day. One opportunity is the walk-in inquiry.
(Added:
23-Oct-2004
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1560
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How Perceptions of Customer Service Have Changed - Improving C.S. by John T. Self- by Dr. John T. Self
This article offers two explanations as to why the service or hospitality industry has problems implementing good quality service. This is a worth-while read for those who are interested in improving customer service in the hospitality industry.
(Added:
14-Dec-2004
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1199
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Customer Service Training | An Inclusive Customer Service Training Program Is The Engine Behind Stellar Customer Service And Guest Loyalty- by Peter Anderson
Customer Service Training (CST) is proactive and provides employees with the tools they need to meet or exceed guest expectations. CST is that never-ending, all-inclusive process that bridges textbook training scenarios with operational realities. The traditionally high amount of turnover experienced with line employees in the hospitality industry requires that Customer Service Training, introduced as a part of the orientation process, must be reinforced regularly.
(Added:
24-May-2005
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1597
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Competing in the assisted living industry- by Gregory O. Ginn, Cheri A. Young
The hospitality component in assisted living is by comparison much larger, and the healthcare component much smaller, than in any other segment of the healthcare industry. This may explain why, in recent years, firms in the hospitality industry, such as Marriott International and the Hyatt Corporation, have been expanding into assisted living.
(Added:
23-Oct-2004
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478
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Creating a Culture of Customer Service - Hotels- by Carol Verret
Organizational cultures exist either consciously or unconsciously, we can choose the culture that we want to work within and transmit to our employees and customers. A guest can feel a %u2018culture%u2019 within a hotel just as a passenger can tell if the airline is serious about customer service.
(Added:
24-May-2005
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1793
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