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Top : Customer Service - Hospitality Industry : Page 2: 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:
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.
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24-Jan-2006
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Customer Service Doesn't Cut It Anymore- by Roger H. Nunley
Conventional wisdom says an organization must have satisfied customers if it is to survive. But today, organizations are realizing that satisfying customers may not be enough.
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23-Oct-2004
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Improving Customer Service- by n a
This short article is geared towards ensuring that customers in a restaurant enjoy their dining experience. Learn how the success of a restaurant is dependant upon many details. Can you guess the number one turn-off of restaurant patrons?
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28-Mar-2006
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Mystery guests" haunt hotels - hotel chains use mystery shoppers to evaluate customer service- by na
Hotel chains are hiring spies to measure staff and management performance, but they are not the James Bond type. They are regular guests, except they get paid to gorge themselves on room service and run bellboys ragged. "Mystery shoppers are an effective tool for measuring customer service quality in the hospitality industry," explains Carl Braunlich, an assistant professor in Purdue University's Department of Restaurant, Hotel, Institutional and Tourism Management.
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24-Jan-2006
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The Ritz Puts on Stand-Up Meetings- by Cathy Olofson
The Ritz-Carlton chain is the only hotel company to receive the coveted Malcolm Baldrige National Quality Award. Here's a look at methods they use to guide their success.
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20-Mar-2005
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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.
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24-Jan-2006
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