service: the heart of hospitality chapter two. customer/customer needs satisfying customer needs...

Service:Service:The Heart of HospitalityThe Heart of Hospitality

Chapter Two

Customer/Customer Needs

Satisfying Customer Needs

Hospitality Employees

Customer Relation Techniques4

3

2

1

It is all about the CUSTOMER!

Kick Off Activity

The Customer:The Customer:• Someone who purchases products or

services from a business, such as a department store or a hotel.

• Hospitality customers are often referred to as guests.

• The whole reason for the existence of the hospitality industry.

• Come in all shapes and sizes, abilities and personalities, ethnic backgrounds and religions.

Return Customer

Secret to Success in the Hospitality Industry!

Satisfied Customer

Good Customer Service

What is Customer Service:What is Customer Service:

• Customer Service in the hospitality industry is the total customer experience with that business.

• Experience includes:Performance of the staffThe courtesy of the staffThe cleanliness of the propertyThe way the customers are treated during

their stay

Good Customer Service means meeting

Customer Needs

Good Customer Service means meeting

Customer Needs• Hospitality businesses satisfy both the

physical and psychological needs of customers.

• These needs may require food, drink, lodging, transportation or just something as simple as making the customer feel welcome.

Maslow’sLevels ofHuman Needs`

Maslow’sLevels ofHuman Needs`

Physical

Water – Food – Shelter - Rest

Acceptance

Affection – Approval - Belonging

SafetyFreedom from danger – financial security

Esteem

Self-respect

Respect from Others

Self-

Actualization

PersonalGoals – Help others

Relating Physical Training to Maslow’s Hierarchy

Relating Physical Training to Maslow’s Hierarchy

• Physiological - You don’t train so it’s not. Shame on you!

• Safety – It is something you feel like you have to do to be healthy and look good.

• Love & Belonging – It is something you look forward to.

• Esteem – It becomes a part of who you are• Self-Actualization - It becomes what you do

professionally on some level.

Applying Maslow’s Hierarchy to the Hospitality Industry

Applying Maslow’s Hierarchy to the Hospitality Industry

• People are our business. We want the Return Customer.

• Essential in better understanding the needs of the CUSTOMER. Group

Activity

Customer Needs and Maslow’s Hierarchy

Customer Needs and Maslow’s Hierarchy

• Most hospitality businesses fill customers’ basic physical and safety needs.

-Restaurants provide food

-Hotels provide overnight lodging

for tired travelers.

-Hotels provide electronic key

systems for security.

Customer Needs and Maslow’s HierarchyCustomer Needs and Maslow’s Hierarchy

• Many hospitality businesses also provide ways for customers to meet needs for acceptance, esteem, and self-actualization.

-Acceptance needs can be fulfilled by

eating with friends at a restaurant,

attending a conference.

-Esteem needs can be met through

staying at luxury hotels.

-Self-actualization needs can be met

through travel to foreign countries or

taking educational tours.

REMEMBER AND CALL THE CUSTOMER BY HIS OR HER NAME.

REMEMBER AND CALL THE CUSTOMER BY HIS OR HER NAME.

An easy and good way to fulfill customers’ esteem and acceptance needs is by treating them with respect and dignity.

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