Customer Service in the Hospitality Industry Flashcards
Describe in-room hotel amenities and explain why they are important to guests.
In-room hotel amenities include items such as toiletries, coffee makers, and Wi-Fi. They are important to guests because they enhance comfort and convenience during their stay.
Describe property wide hotel amenities and explain why they are important to guests.
Property wide hotel amenities include features like pools, gyms, and restaurants. They are important to guests as they provide additional services and enhance the overall experience.
Determine, maintain, and improve the marketing mix (product, price, place and promotion).
The marketing mix involves balancing product offerings, pricing strategies, distribution channels, and promotional activities to effectively reach and satisfy customers.
Apply strategies for determining and adjusting prices to maximize on return and meet customer’s perceptions of value.
Strategies include market research, competitor analysis, and value-based pricing to ensure prices reflect customer expectations and maximize profitability.
Develop and deliver effective customer relation skills in order to provide good customer service.
Effective customer relation skills involve active listening, empathy, and clear communication to enhance customer satisfaction and loyalty.
Establish effective selling philosophies in order to develop customer loyalty and profitability.
Effective selling philosophies focus on understanding customer needs, building relationships, and providing value to foster loyalty and increase profits.
Explain typical rating systems used in the lodging business.
Typical rating systems include star ratings and review scores, which help guests assess the quality and value of accommodations.
Conduct research to determine customer needs and wants in the hospitality industry.
Research methods include surveys, focus groups, and market analysis to identify customer preferences and trends.
Gather and evaluate marketing information to make hospitality business decisions.
Gathering marketing information involves collecting data on customer demographics, preferences, and market trends to inform strategic decisions.
Analyze the characteristics, motivations, and behaviors of hospitality consumers.
Analysis involves studying consumer demographics, purchasing habits, and motivations to tailor services and marketing efforts effectively.
