Hospitality and Customer Service Excellence

By Joshua Bowerman and Anita Keri

1. Customer Service Fundamentals: Introduce core principles of excellent customer service in the hospitality industry, including effective communication, active listening, and personalized service to enhance guest satisfaction and loyalty.

2. Service Quality Standards: Discuss key service quality standards and frameworks, such as SERVQUAL and ISO 9001, that guide the delivery of high-quality hospitality services and ensure consistency in service excellence.

3. Guest Experience Management: Explore strategies for managing and enhancing the guest experience, including pre-arrival interactions, on-site service, and post-departure follow-up to create memorable and positive experiences.

4. Handling Complaints and Feedback: Address techniques for effectively managing guest complaints and feedback, including resolving issues promptly, empathetically, and professionally, to turn negative experiences into opportunities for improvement.

5. Staff Training and Development: Highlight the importance of staff training and development programs in promoting service excellence, including training on customer service skills, cultural sensitivity, and problem-solving techniques.

6. Service Recovery Strategies: Explore strategies for effective service recovery, including proactive measures to prevent issues, systematic approaches to addressing service failures, and techniques for rebuilding trust and ensuring guest satisfaction.

• Format: Hardcover
• Language: English
• ISBN: 1787153908
• ISBN13: 9781787153905
• Release Date: January 2025
• Publisher: Kruger Brentt Publisher Uk. Ltd.
• Length: 270 Pages
• Weight: 1.51 lbs.
• Dimensions: 0.6" x 7.0" x 10.0"