2: The Needs of Different Customer Types Flashcards
What are customer needs in hospitality?
The expectations or requirements a guest has during their visit.
Give two examples of common customer needs.
Food preferences and speed of service.
Why is understanding customer needs important?
To provide appropriate service and improve customer satisfaction.
Name three different types of customers.
Children, elderly people, business guests.
What needs might children have in a restaurant?
Child-friendly meals, high chairs, smaller portions.
What needs might elderly customers have?
Accessible seating, softer food, clear menus.
What needs might business guests have?
Quick service, quiet environment, Wi-Fi access.
What is a special dietary requirement?
A need to avoid or include specific foods for health or cultural reasons.
Give three examples of dietary requirements.
Vegetarian, gluten-free, nut allergy.
What is a vegetarian diet?
A diet excluding meat and fish.
What is a vegan diet?
A diet excluding all animal products.
What is a gluten-free diet?
A diet that avoids wheat, barley, and rye.
What is lactose intolerance?
An inability to digest lactose in dairy products.
Why must allergens be managed carefully?
Because allergic reactions can be life-threatening.
Give two ways to manage food allergies safely.
Use separate equipment and clearly label ingredients.
Name a religious diet and describe one need.
Halal – requires meat to be prepared a certain way.
What is kosher food?
Food prepared according to Jewish dietary laws.
Give an example of a cultural food need.
No beef in a Hindu meal.
What is customer service?
The assistance and care provided by staff to guests.
Give two examples of good customer service.
Polite greeting and prompt food delivery.
Why is good customer service important?
It improves guest satisfaction and repeat business.
What does it mean to exceed customer expectations?
Going beyond what the customer expects.
Give an example of exceeding expectations.
Providing a free dessert for a birthday.
What is accessibility in hospitality?
Making sure facilities are usable by everyone.
Give two examples of accessibility features.
Wheelchair ramps and large print menus.
Why is accessibility important?
To ensure all guests can enjoy the service.
Why is good communication important in hospitality?
To understand and meet customer needs.
Give two examples of communication methods.
Verbal greeting and body language.
What is active listening?
Paying full attention to what a customer is saying.
Give one reason why non-verbal communication matters.
It helps show friendliness and professionalism.
Why do complaints happen in hospitality?
Due to unmet expectations or service issues.
Give two steps to handle a complaint professionally.
Listen calmly and offer a solution.
Why is complaint handling important?
It can turn a bad experience into a positive one.
What is service adaptation?
Changing how service is delivered based on guest needs.
Give an example of service adaptation.
Serving smaller portions for a child.
Why should menus be adaptable?
To cater to dietary and personal preferences.
How can pre-ordering help meet customer needs?
It ensures food is prepared to suit preferences.
Why is accurate booking information important?
So staff can plan for special requirements.
What is personalised service?
Tailoring service to the individual guest.
Give one benefit of personalisation.
It increases customer satisfaction.
Give an example of personalisation in catering.
Remembering a regular customer’s usual order.
What special arrangements might be needed for events?
Decorations, special menus, seating plans.
Why is attention to detail important at special events?
It creates a memorable experience.
How does customer need differ in a fast food outlet?
They want speed and value.
How does customer need differ in a fine dining restaurant?
They expect high-quality food and service.
Why must all staff be aware of customer needs?
So the whole team provides consistent service.
What role does the kitchen have in meeting dietary needs?
Preparing food according to special requirements.
What role does front of house have in customer satisfaction?
Welcoming, serving, and communicating with guests.
What are customer needs in hospitality?
The expectations or requirements a guest has during their visit.
Give two examples of common customer needs.
Food preferences and speed of service.
