BASICS OF EXCELLENCE SERVICE

IN THE HOTEL, RESTAURANT,

AND CATERING INDUSTRY

Dr. Dewi Turgarini, S.S., MM.Par

Risya Ladiva Bridha., MM.Par
Purna Hindayani, MT
 What do you think Basic Excelent
Service that employee in Hotel,
Restaurant & Catering should have?

1. Choose the kind of industry you are interest !

2. Identify basic service that you should perform ?
3. What kind adversity quetion that you should have?
4. Answer in 1 page of word,
5. Insert in Gdrive :
https://drive.google.com/folderview?id=1iXFRzNEq
TOXRNfscy_5cHpS32vI4_A9h
A. All About Service
 Why Does the Service Appear?

HUMAN NEEDS HUMAN WANTS

Bonus n Good SERVICES

salary service

Profit
Customer
Increase
satisfaction

Sales
Increase
 Service Definition
General Definition
Actions in meeting customer needs and or exceeding
customer expectations.

Excellence Service
Giving attention to customers by providing the best
service to facilitate the ease of meeting their needs
and realizing their satisfaction, so that
customers/consumers are loyal to the organization or
company

Service Definition in the Hospitality

Industry ?
 Meaning of Customer Service

Customer Service SATISFACTION

CUSTOMER
SERVICE

⚫Customer service aims to give satisfaction to

customers.
⚫Customer satisfaction is the customer's
perception of a product/service that has met their
needs.
Excellent Service Culture (Pattern A6)

1. Ability
2. Attitude
3. Appearance
4. Attention
5. Action
6. Accountability
6 Basic Principles of Excellence Service

⚫Understand your Customer

⚫Create Informed Customers
⚫Create Positive Impressions
⚫Find a yes for and from the customers
⚫Practice consistency
⚫Never settle
 Service Dimension

Procedural Dimension
Contains established systems and
procedures for delivering products
and/or services
Service
Service Personal
The way service providers use
their attitudes, behavior, and
verbal skills to build interactions
with customers
Five Element of Service Quality
 Advantages of Improving Service

For Customers
Better Extra
Quality Service Excellent Service
Service Service

World Class Red Carpet

Up Your Service Superior Service
Service Service

For Service Providers

Impeccable Unbelievable Leading- UP
Service Service edge Service Service
 Why is excellent service important?

1. Excellent service has economic meaning

2. Service is a the source of money and work
3. Increasingly fierce competition
4. A better customers understanding
 Service Tips & Trick

PFSQA
P…..Professional
F….Friendly
S….Sincere
Q….Quality
A….Antusiasm
 Purpose of Service Excellence

Customer Satisfaction Customer Loyalty

Repeat Order Income Profit

Increasing Increasing
 Excellent Service is……

1. Great quality of service and beyond customer

expectations.
2. Service that has its own characteristic of
quality.
3. Service with high quality standards and
always following the progress of customer
needs at any time, consistently and accurately.
4. Services that meet the practical and
emotional needs of customers
 The Service Process
Service Provide Service Receiver Service Type

Customer Satisfaction
SERVICE
Self awareness
Enthusiasm
Reform
Value
Impressive
Care
Evaluation
 How is your service quality?

Preferred Surprising
Meets customers Beyond customers
expectation expectation
Average
Similar with
competitors
Minimum
competitors are still
better
B. Customer Satisfaction
Satisfaction Level
 Basic Customer Satisfaction

Product

Post Customer Sales

Selling Satisfaction Activities

Culture
 C. Customer
General Definition:
Parties (individual or companies) who
have a desires to purchase (can be in the
form of desires for objects, information,
services, and others).

Definition of Customer in
Hospitality Industry ?
Who is customer?
⚫An important part of the business.
⚫Independent.
⚫Not only a “money maker” to the
business, but have feelings that must
be treated with kindness and respect.
⚫Come with needs and wants.
⚫Need to be serve.
 Internal & External Customer

Internal Customers External Customers

Facts about customers

⚫Dissatisfied customers share

their experiences with 8-10 people
about their dissatisfaction.

⚫7 out of 10 customer complaints,

re-establish the cooperation if the
complaint is resolved.

⚫95% re-establish cooperation

happens if the complaint is
resolved on the spot.
 Facts about customers……
⚫The biggest business asset.
⚫Paying our salaries and
bonuses.
⚫Looking for something that
attracts their attention
⚫Gives profit

So, you have to be the best choice

for your customer!
 Customer Needs
Practical Need Emotional Need
Product information, phone Appreciated, Understandable
number, price
Easiness of parking spot, Punctuality, speed of service
telephone connection,
internet access
Cleanliness of toilets, prayer Considered to be important
rooms
Availability of brochures, Hospitality, compliment
catalogs, flyers, receipts, slips
A clear information
Get to know your customers
Four Type of Customer

Dominance Steadiness

Influencing Compliance
Characteristics of the Four Types of
Behavior
• Seems to be occupied
• Ignoring others
Dominance • Shows a serious attitude
• Gives opinion firmly

• Seems to be active
• Likes to talk/chat
Influencing • Pleased to build an informal
relationship
• Expresses their emotional opinions
(feelings)
Type of Customer Behavior

• Their attitude tend to be more closed

• To the point
Steadiness • Patient
• Reserved
• Not interested in small talk

• Reserved
• Careful person
Compliance
• Refer to standards and procedures
• Rigid
• Likes a detailed information
 Strategies for Dealing with Dominance Person

• Avoid excessive small talk

Dominance • Developing strong personal relationships is
not a top priority for a dominance person
• Act efficiently, time discipline and well
organized
• Speak firmly and to the point
Strategies for Dealing with Influencing
Person
• Build active communication
• Involve them in a close relationship
Influencing • Ask their opinion
• Do intense communication to make them
feel comfortable
• Don't hesitate to chat with them outside of
work
• Keep the conversation flow
Strategies for Dealing with Steadiness Person

• Avoid excessive small talk

• Don't make promises you might not be able
Steadiness to keep
• Explain to them briefly, concisely, clearly
and systematically
• If they feel compatible, they are very likely
to become loyal customers.
Strategies for Dealing with Compliance Person

• Avoid small mistakes

• Present accurate data because this type is
Compliance very thorough
• No need to give a long explanation because
this type of customer trusts the data more
• Be clever to melt the conversation because
this type is a bit stiff.
 D. How to be a Good Employee

General requirements:
o Body posture
o Proficient in multiple languages for conversation,
especially English
o Have an experience
o Mastering basic knowledge
o Have no criminal record
 How to be a Good Employee………
Personal Requirements :
o Intelligence
o Education
o Honesty and self-confidence
o Loyal
o Initiative/Responsive
o Physically and mentally healthy
o Cautious and patient
o High spirit
o Able to remember
o Cooperative
 How to be a Good Employee………

Grooming Standards
for Male & Female
Staff
a. Hair
b. Hand
c. Shoes/sandals
d. Jewellery
 Service Mindset

Raise Excellent People

CHANGE THE MINDSET

UP TO SERVICE MINDSET
• Abundant Generosity
• Genuine Compassion
• The ‘can-do’ spirit
• Eagerness to learn and grow
• Take persone;l responsibility
• See the world from your customer’s point of view
 What should you understand?

Understanding your
organization

Customer Understanding your

Service product/service
person

Understanding your
customers
Understanding Your Organization

• Mission and vision of

Understanding the organization.
Your • Organizational culture.
Organization • Rules and procedures
for interaction with
customers.
• Company support for
products/services.
Understanding Your Product/Service

Understanding • Product/service
Your development.
• Product/service
Product/Service configuration.
• Product/service data
and specifications.
• Maintenance and care.
• Price and delivery.
 Understanding Your Customers

Understanding • Customer needs

Your • Customer interest
Customers
• Customer personality
 E. Point Penting

⚫The importance of customer and customer

service
⚫Internal and external customers
⚫Customer satisfaction
⚫Handle Complaint
⚫Effective communication (verbal, non
verbal, via phone)
⚫Product knowledge and people knowledge
⚫Buyer's motive
⚫Selling pionts
Thank you