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Top : Customer Service - Hospitality Industry : Page 4: 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:Mystery guests" haunt hotels - hotel chains use mystery shoppers to evaluate customer service - by naHotel 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. (Added: 24-Jan-2006 Hits: 494 ) 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. (Added: 23-Oct-2004 Hits: 1030 ) A Recipe for Perfection - by Tahl Raz Read how one of America's poshest inns satisfies its toughest customers. Here's a direct quote from the article: Regardless of what business you're in, there's a lot to learn from the Inn at Little Washington's approach to keeping its customers happy. And while most chefs would sooner bite into a Big Mac than reveal a cherished recipe, O'Connell agreed to share one -- the inn's five-course system for, as he puts it, "delivering the perfect experience." (Added: 1-Mar-2005 Hits: 1250 ) 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 Hits: 1603 ) Wi-Fi in the hospitality industry - by Scott Pope While the wage scale for housekeepers is typically at the lower end of the spectrum, housekeeping is a major expense at large properties or high-wage areas such as Manhattan. Communication with phones or radios can be problematic due to the prevalence of multilingual staff and poor reception. (Added: 23-Oct-2004 Hits: 470 ) 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: 607 ) Pages Updated On:
20-Oct-2008
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