Enhance customer service and management for Hospitality with airSlate SignNow

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hello everyone and welcome to another video on tutorials point with meter charm today under the hospitality management module we will talk about hospitality as a service industry well we have spoken about this in the earlier modules as well that hospitality is one of the most engaging and most powerful service industry all across the globe today so we were in this module study how hospitality is a part of the service industry so let's see what is there on the agenda today for us we will talk about the role of service in the hospitality industry do's and don'ts in the service industry exceeding expectations of the customers customer relationship management from a hospitality point of view and recovery from service failures in case you goof up somewhere how do you recover from your services so let's step start by talking about the role of service in hospitality well Hospitality is all about going out there and really touching the lives of your clients or your guests who are coming into your hotel so let's take a look at this service in the hospitality industry is the level of assistance provided by the hotel staff to facilitate the purchase by the client any client or guest who's coming into your hotel is paying lots and lots of money to have a pleasurable stay in your hotel and hence it becomes absolutely essential for the hotel staff to give only and only the best of service and assistance to your guests it also encompasses a raft of efforts Hotel makes in order to give a pleasant customer experience for your guests so there's a lot of effort which goes into running a particular hotel and everyone has to be absolutely service oriented by always having a smile on their face well somebody very well known as mr. Tim Chester said it ones that the focus of entertaining is to impress others however the focus of true hospitality is by serving others and service comes from the word serve which means to help others or assist others this is one of the most noblest cause which anyone on this earth can actually be doing by serving people you are getting so many good deeds on to yourself let's look at certain do's and don'ts in the service industry if you want to be a part of the hospitality industry or the hotel industry you need to have certain do's and dont's in mind so certain do's are you need to respect your guests or your customer you need to be very honest even if you have made any mistake it's always a good thing to own up and be honest about it take responsibilities take ownership and accountability for your actions express your gratitude well gratitude is all about saying thank you which you can never ever have enough of in a hotel industry or hospitality industry it's always a good idea to see as much thank you as you can that really brings a big lot of difference in front of your guests now let's look at certain don't switch you're absolutely asked to stay away from these are your dread marks and you should never go near them certain don'ts in hospitality is you need not complicate things keep things simple and to the point the more you complicate things for your guests the more you will get into a long-drawn controversies don't get angry well in a hospitality industry you can never ever be angry you always have to have a smile on your face even if you are dealing with a very irritating and angry customer you cannot show your anger however it's important to always have a smile on your face never ever ignore people no guests or customer likes to be ignored and hence never do that complaints are always going to come your way be it from your employees or from the staff or even from the guests you have to make sure that you do not get into a complaining mode so rather instead of being reactive be proactive about it these are certain don'ts for people who are working in a service industry now let's look at exceeding expectations when you allow your guests when you give them a delightful service they are bound to come back to your hotel or your hospitality so let's take a look at it sent a thank-you note and ask for feedback always ask for feedback from people because that helps you to improve your services develop a hospitality mentality and wow that's a rhyming word Hospitality mentality so you need to always have a mentality of being of service to people and assisting and helping them certain other exceeding expectations are creating and reinforcing your customer service mantra as the hospitality industry it's important to understand you need to have your own customer service mantra so always reinforce it and keep saying it to yourself again and again don't just try to be a rock star be rock solid it's not easy being a part of hospitality industry hence you need to be very very rock solid create rules that are customer focused was rather than being operational focused a lot of times you might be pulled in two direction whether you want to be customer focused or you want to be operationally vice focused well as a customer you always have to give them only the good service so you do not have to think about your standard operating procedures rather keep it simple and to the point customer relationship management is all about how you manage and retain your customers so customer relationship management is an approach to manage a customer's interaction with your current and your potential customers how do you deal with them how do you retain them and how do you really go a step beyond or a mile beyond in order to keep them with you there are certain ways in which you can handle your customer relationships better such are some CRM techniques or thoughts which I would like to share with you always make sure you have satisfied customer satisfaction is of the greatest concern loyalty of your customers is important and hence have loyalty cards for them service them and the absolute best of manner always try to improve your services reliability is something that every customer wants so trust will come only when reliability will come remarked it yourself try to a lot of emphases needs to be given on marketing so try and do a lot of remarketing as well quality is always good over quantity and support always make sure that you get the support of your people your internal as well as your external clients well recovery from service failures what if you goof up somewhere now what if you give a bad service or are not able to handle an irate customer what do you do in that case is you need to do something known as recovery paradox or recovery from failure welcome and encourage complaints by asking them to complain because that is something that you will want to overcome so welcome complaints act quickly on those complaints which have come in treat your customers fairly and that's very important don't think it's his mistake or your mistake treat them fairly learn from a lost customer somebody who has left your hospitality and gone to some other hotel or industry you need to understand why they have done so so always learn from your mistakes and have foolproof services any service which has to be completely foolproof is something that you should be striving for well friends this was a very nice module which I've taught you on hospitality and I hope you have liked it and enjoyed watching our video keep liking keep subscribing and do leave in your comments in case you have any feedback for us thank you very much for listening to us