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

Rachel Strickland
Chapter 1 Outline: The Basics of Guest Service
1. Introduction
a. Aims to explain the primary aspects in the customer service management within
the hospitality industry.
b. Good service doesn’t just happen by itself even though we all “know” to be kind
to one another. It is a technique
2. Integration of Customer Service
a. In order for customer service to be successful, it must be integrated into the
overall business model – must be part of the brand of the company
b. The brand image, operations, and employees of the business must all align to the
goal of CS.
3. Meeting Guests’ Expectations
a. Customer service defined: anytime patrons interact with a facet of the
organization; customer service is rendered.
b. Quality customer service : meeting and exceeding the individual expectations of
the customers.
c. Meeting/exceeding customers’ expectations happen at any and all levels of
establishment.
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 was
embraced 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