CUSTOMER SERVICE

Question 1

WHAT IS HIGH QUALITY CUSTOMER SERVICE?

Answer 1

• When customers feel valued and appreciated
• This can determine the overall success of an establishment
• Crucial that all staff know the standard of service and ensure that they meet these standards

Question 2

WHAT IS THE ACRONYM FOR CHARACTERISTIC OF A WORKERS?

Answer 2

PACKET

Question 3

WHAT ARE THE FEATURES OF PACKET?

Answer 3

1. POSITIVE AND PROFESSIONALISM
2. ATTENTIVE AND ACTIVE
3. COURTEOUS AND CARING
4. KNOWLEDGE
5. ENTHUSIASTIC
6. TIMELY

Question 4

HOW CAN POSITIVE AND PROFESSIONALISM BE ACHIEVED IN THE HOSPITALITY INDUSTRY?

Answer 4

Chef standing at the pass to ensure all food is consistent and uniform

Receptionist:
Provide the image of the establishment
First person the customer meets 
Through mannerisms 
Sets the tone for their experience at that establishment

Question 5

HOW CAN ATTENTIVE AND ACTIVE BE ACHIEVED IN THE HOSPITALITY INDUSTRY?

Answer 5

Waitress being attentive:
Customers closing a menu to indicate ready to take order
Cutlery alignment at the end of meal indicating they are finished

Housekeeper being attentive:
Restocking mini bar
Replacing towels
Whilst cleaning the bathroom replenishing shampoo and conditioner

Question 6

HOW CAN COURTEOUS AND CARING BE ACHIEVED IN THE HOSPITALITY INDUSTRY?

Answer 6

Maitradee:
Placing guests in an appropriate dining room area for their situation
Create return business
EG placement of guests in a dining room area
EG putting cot in room for family
Big influx of particular culture, changing or adjusting menu → changing language on menu

Question 7

WHAT ARE EXAMPLES OF KNOWLEDGE IN THE HOSPITALITY INDUSTRY?

Answer 7

• EG: For dietary requirements in dishes
• Menu, specials boards
• Companies policies and procedures eg when dealing with customer complaints → refund, upgrade, new meal
• Knowledge of customers → from a diverse background can you do anything to assist them → put staff menu on who speaks same language
• EG Barista knowing coffee order

Question 8

HOW CAN ENTHUSIASTIC BE ACHIEVED IN THE HOSPITALITY INDUSTRY?

Answer 8

• Showing an interest in job, customers
• Ensures customer feels valued
• Tone of voice, greeting customers, body language
  EG:Waitress gives chef feedback on which dishes are most popular, meeting people from diverse backgrounds

Question 9

HOW CAN TIMELY BE ACHIEVED IN THE HOSPITALITY INDUSTRY?

Answer 9

• Providing food or service timely
• Must be balanced → type of dining experience indicates the time frames
• EG: Serving food within industry realistic time frames
• Timely manner between chef → waitress, front office → housekeeper
• EG: Special request with housekeeper → requests must be met in timely manner, ordering room service and it delivers fast
• EG: Maintenance responding must be timely to fix faulty or broken equipment