Customer Service Fundamentals for Hospitality

Customer Service Basics

• Customer service fundamentals

1. Delivering Excellent Hospitality Service

• What is excellent customer service?
• How guests benefit from excellent service
• Benefits of delivering excellent service for you

2. How to Make a Great First Impression

• Why do first impressions matter?
• Impeccable appearance and open body language
• Open body language with customers
• Well-maintained workplace
• Having a confident voice
• Positive language toward customers

3. Building Rapport in Hospitality

• What is rapport building and why is it so important?
• The basics of rapport building
• Offering personalized service to customers
• Finding common ground with customers
• Understanding when a guest is not up for small talk

4. Assisting Guests

• Handling guests' inquiries
• Escalating customer inquiries
• Suggesting alternatives when a service is not available

Conclusion

• Putting your hospitality customer service skills into practice