Great guest service
in hospitality begins with people who are naturally inclined
to serve others. While
businesses in other industries may boast, “Customer
Service is our middle name,” it’s actually true
for the hospitality industry.
The word hospitality implies
customer service. It is interchangeable with words like “welcome,” “warmth” and “kindness.” Working
in the hospitality industry requires a service orientation.
Guests expect excellent service, but providing it can be
challenging.
Hospitality employees must be helpful,
warm and courteous, particularly when dealing with unhappy
and irate guests. Even after working long hours, employees
must remain friendly and welcoming to the requests of their
guests.
Great guest service begins with
people who are naturally inclined to be of service to others.
They care, not because they can win an award or get paid
more, but because it is just second nature to them. Establishing
a first-class guest service program is not difficult
when you have the right tool. Profiles International’s Customer Service Profile™ is
just that tool.
A scientifically developed assessment,
the Customer Service Profile™ is an effective means for
building a staff of exceptional employees. Your employees
will be the reason guests return, develop long-term loyalty
and recommend your hospitality to others.
In addition to
helping you select employees with “be-of-service” attitudes,
the Customer Service Profile™ establishes a comprehensive
customer service perspective that extends throughout your
entire organization.
Using the standards typical for
the hospitality industry as a guide, you will set your
own customer service perspective and measure both employees
and job candidates to see how they match your expectations.
This serves as the basis for effective training and management.
A clearly defined and understood guest service program
aids communication and prevents problems. The Customer
Service Profile™ helps
identify those employees who will build your reputation in
the hospitality industry as a place that welcomes guests
with great service and a smile.
The service your
employees provide is key to your guests' return.
