Chapter 1 Outline.docx - Rachel Strickland Chapter 1...

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Rachel StricklandChapter 1 Outline: The Basics of Guest Service1.Introductiona.Aims to explain the primary aspects in the customer service management withinthe hospitality industry.b.Good service doesn’t just happen by itself even though we all “know” to be kindto one another.It is a technique2.Integration of Customer Servicea.In order for customer service to be successful, it must be integrated into theoverall business model –must be part of the brand of the companyb.The brand image, operations, and employees of the business must all align to thegoal of CS.3.Meeting Guests’ Expectationsa.Customer service defined: anytime patrons interact with a facet of theorganization; customer service is rendered.b.Quality customer service: meeting and exceeding the individual expectations ofthe customers.c.Meeting/exceeding customers’ expectations happen at any and all levels ofestablishment.4.The Significance of the Pineapple (Service Insight)a.Origins back several hundred years.b.As ships returned from the Caribbean with pineapples, this sweet fruit wasembraced in Europe and Colonial America.c.Lodging used as centerpiece, dessert, etc.d.A symbol of hospitality, welcoming, friends.
5.Overview of Hospitality – how it relates to customer service

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Term
Spring
Professor
Kageyama
Tags
Test, W Edwards Deming, Customer Service Management

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