WJEC hospitality 1.1.2 customer needs, customer rights and equality Flashcards
what are the basic customer needs in the hospitality and catering industry?
physical needs:food, drink and comfort
emotional needs:feeling valued, respected and welcomed
psychological needs:sense of belonging, safety and security
why is it important to meet customer needs in hospitality and catering?
meeting customer needs is essential for ensuring customer satisfaction, loyalty and repeat business. it creates positive experiences that lead to good reviews, recommendations and a strong reputation of the business.
what are the customer rights in hospitality and catering?
the right to be treated with respect and dignity
the right to a safe environment
the right to privacy
the right to clear, honest information about products and services
the right to a fair resolution if they have a complaint
how can a hospitality business ensure that customer rights are respected?
training staff to treat customers fairly and with respect
providing clear information on services and pricing
ensuring customer data privacy
creating and following effective complaint handling procedures
maintaining health and safety standards
what does equality mean in the context of hospitality and catering?
means treating all customers fairly, regardless of their race, gender, age, disability, religion, or sexual orientation. it involves providing an inclusive and accessible service to everyone,
how can a hospitality business promote equality for customers?
ensuring accessibility for all e.g wheelchair access, clear signage.
offering inclusive menu options e.g vegetarian, halal, gluten free.
treating all customers with respect and fairness
avoiding discrimination in service or advertising.
what are the consequences of failing to meet customer needs in the hospitality industry?
loss of business and repeat customers.
negative reviews and poor reputation.
legal action for not respecting customer rights.
increased complaints and customer dissatisfaction.
what are examples of discrimination that should be avoided in the hospitality industry?
refusing service based on race, gender or age.
stereotyping customers based on their appearance or background
providing low quality service to certain groups of people.
ignoring the needs of customers with disabilities or other certain requirements.
how can businesses ensure accessibility for all customers?
providing ramps, elevators and clear signage for those with disabilities.
ensuring menus are in large print.
offering language support or interpreters if needed.
