UPHOLDING HOSPITABLE

CUSTOMER SERVICE
CULTURE
BUILDING UPON HOSPITABLE CUSTOMER
SERVICE CULTURE

KEEPING CUSTOMERS CLOSE TO YOU

KEYS TO SUSTAINING HOSPITABLE

CUSTOMER SERVICE CULTURE

STRESS REDUCTION TECHNIQUES &

MAINTAINING SELF MOTIVATION
BUILDING UPON HOSPITABLE CUSTOMER
SERVICE CULTURE
MODULE 1
1. ____________________________________
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2. ____________________________________
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3. ____________________________________
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4. ____________________________________
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1. WE CAN’T STOP THE CUSTOMERS FROM
COMPLAINING

2. WE CAN’T STOP THE PRESSURE FROM THE

BOSS

3. WE CAN’T STOP THE COMPETITION FROM

OTHER HOTELS

4. BUT WE CAN STOP THE BLAME GAME AND

START TO DO SOMETHING ABOUT IT
 KEY COMPONENTS OF
EXCELLENT SERVICE
HOSPITALITY

THE 5 ESSENTIAL ELEMENTS

THEY PAY OUR
SALARIES

THEY BRING PROFIT TO

COMPANY

MAKE THEM FEEL

IMPORTANT - BEAR WITH
THEM
EMPATHISE - PROVIDE
SOLUTIONS
LISTEN WHAT THE
MARKET IS SAYING
RESPOND POSITIVELY

SEEK WAYS TO HELP

FULFIL YOUR PROMISE

GIVE MORE THAN

EXPECTED
 GROUP
DISCUSSION

WHAT ARE YOUR COMMON

CUSTOMER FEEDBACKS ?
KEEPING CUSTOMERS CLOSE TO
YOU
MODULE 2
WHAT ARE YOUR
CHALLENGES
COMPLYING WITH YOUR
JOB DESCRIPTION ?
ADHERENCE TO JOB DESCRIPTION
FOR CONSISTENT CUSTOMER
SERVICE STANDARDS

THE 2 ESSENTIAL ELEMENTS

TO RELAY JOB
REQUIREMENTS

A SENSE OF COMPANY
CULTURE
KNOWING EMPLOYERS
EXPECTATIONS

FOR REGULAR
PERFORMANCE REVIEW
BE THE VOICE OF THE CUSTOMER
UNCOVER THE REASONS BEHIND
FEEDBACK SCORES

KNOW WHEN YOU ARE NOT DELIVERING

ON YOUR PROMISE
TO RETAIN EXISTING CUSTOMERS

IMPROVE PRODUCT & SERVICES TO

ATTRACT NEW CUSTOMERS
1. ________________________________________

2. ________________________________________

3. ________________________________________

4. ________________________________________

5. ________________________________________

6. ________________________________________

7. ________________________________________
1. HANDLE THE PERSON FIRST THEN THE PROBLEM

2. APOLOGIZE

3. SHOW EMPATHY

4. FIND SOLUTION

5. MAKE RECOVERY PROCESS

6. OFFER COMPENSATION ( DEPENDING ON THE

SITUATION)

7. FOLLOW UP
KEYS TO SUSTAINING HOSPITABLE CUSTOMER
SERVICE CULTURE
MODULE 3
WEEDING OUT BAD POLICIES
PROFIT ORIENTATED

LONG TERM LOSS

LACK OF
EMPOWERMENT

TEDIOUS SOLUTION
PROCESS
WEEDING OUT DAMAGING BEHAVIOURS
OVER PROMISE - UNDER DELIVER

FORGETTING TO USE COMMON

COURTESIES

TALKING / EATING IN FRONT OF

CUSTOMERS

COMPLAINING ABOUT THE COMPANY TO

CUSTOMERS
SHARE CUSTOMER FEEDBACK WITH ALL

RECOGNITION EVENTS FOR STAFFS

EXPLAIN HOW EMPLOYEES

PERFORMANCE AFFECTS OTHERS

WEED OUT UNDESIRABLE CHARACTERS

 THE BENEFITS OF
CUSTOMER SERVICE
MINDSET
SATISFIED
CUSTOMERS
EQUALS LOYAL
CUSTOMERS
EQUALS
CUSTOMER
RETENTION
BUSINESS
ADVANTAGE
OVER
COMPETITION
SECURITY =
CONTINUED
EMPLOYMENT -
CAREER
PROGRESS -
MONETARY
BENEFITS
STRESS REDUCTION TECHNIQUES &
MAINTAINING SELF MOTIVATION
MODULE 4
INTERPERSONAL TENSION:

ARGUMENTS AT WORK AND

AT HOME

ARGUMENTS WITH HOTEL

GUESTS

MARRIED EMPLOYEES
REPORT GREATER DAILY
WORK STRESSORS THAN
NON-MARRIED EMPLOYEES
GENDER DIFFERENCE:

WOMEN EXPERIENCE
GREATER
OCCUPATIONAL STRESS
THAN MEN
WORK OVERLOADS
STAFF TURNOVER
BURNT OUT
OVERALL JOB
DISSATISFACTION
ENGAGE IN RELAXATION
TECHNIQUES
HEALTH, NUTRITION AND
EXERCISE
TAKE A “BREATHE
BREAK”
GET AN ADEQUATE
AMOUNT OF REST AND
SLEEP
SPEAK TO YOUR
SUPERVISOR IF YOU
FEEL STRESS BUILDING
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2. ____________________________________
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3. ____________________________________
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4. ____________________________________
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DON’T TAKE IT PERSONALLY - BE
PROFESSIONAL

TAKE IT AS A LEARNING CURVE

SKILLS & EXPERIENCE COMES WITH A

PRICE

AS A STEPPING STONE FOR YOUR

CAREER PROGRESSION
MAKE IT WORK !