 Develop a list of the competencies (skills, knowledge, and attitudes) that employees of

this hotel need to demonstrate in order to become excellent at customer service.

 Design the HRM selection, orientation, training, performance management and
incentive compensation programs that will support these competencies.

The employees of five start in Aukland Newzeland need to develop and demonstrate the
Skills,Knowledge and attitudes mention below in order to provide excellent customer services

Skills:
Clear communication skills – Good communication skills can help in winning a customer for
lifetime. The communication should be kept simple and should not create any doubt.

Patience - Half the job is done when employees stay calm and patient while dealing with
frustrated guests.

Attentiveness - The ability to attentively listen to customers is very crucial for providing great
customer service.
Ability to use positive language – Minor changes in the conversation and use of positive
words/language can go a long way in creating happy customers

Ability to read customers – This is the ability of employees to be able to read/understand the
customer’s state of mind and provide services without them asking for what they want.

Persuasion skills – Persuasion skills helps an employee in convincing the interested customers
that they are the best service provider for them. It helps in retaining a customer for lifetime

Taking responsibility - When things go wrong, one should be able to take responsibility for the
problems. It means, being able to sincerely apologize to a customer on behalf of the organization
and readiness to-do whatever it takes to make sure the problem is resolved as quickly and
efficiently as possible.
Willingness to improve - In customer service, there’s always room for improvement and if
employees not seeking to get better at what they are doing, they might end up being left behind
by those willing to invest in their self-improvement

Responsibility
Attentiveness
Good communication
Eager to improve
Positivity
Multitasking
Reading what customer needed

Knowledge:
Product and service knowledge – Without in-depth knowledge of your product or services, the
employees won’t know how to help customers when they run into problems. The employee’s
should have thorough knowledge of all the services offered by the hotel so that they can help the
guests in making the most out of their stay at the hotel.

Attitude:

Politeness
Courteousness