Element of service

Task or customer driven

Success =

Analysis

Solution

process

objectives

teamwork

vision

sales

What can you do to be customer driven?

Become aware

Pay attention

Focus on the customer

Engage

The only way you can be successful in the hospitality industry is to be motivated and commit
daily to your own success

Developing the spirit of service and providing service with heart is an exciting opportunity to
develop yourself as a professional as well as individual

The essence of customer service is having heart

Honesty-do the right thing, be trustworthy

Empathy- put your self in the other person’s shoes. Listen and care

Appreciation- Look for the good in people. Express gratitude

Respect-show care, concern and consideration

Tolerance-rather than judging others, accept their difference

Customer magic

Commitment

Imagination

Creativity

Involvement

ELEMENTS OF SERVICE

1. Image-appropriate language, behavior and appearance

2. Guest engagement-make every guest feel valued everyday. Being friendly and
accommodating to guest. Always asking if you can help and using their own names. If
you are 10 ft away, use nonverbal greetings (eye contact, and smile) 5 ft away
acknowledge them verbally, maintain eye contact and sincere greeting. You should be
the first and last to speak with your guest
3. Personalized service-be observant and anticipate guest needs. Use creativity and
innovative ideas to exceed their expectations
Add personal touch and engage your guest by utilizing these steps
Step 1-warm and sincere greetings
Step 2-Anticipate guest needs
Step 3-Extend a fond farewell
4. Ethical responsibility- you must maintain the highest level of integrity and honor
AHA 10 essential positive work ethics:
 Maintain the spirit of hospitality
 Celebrate diversity and respect
 Positive attitude
 Character
 Teamwork
 Appearance and etiquette
 Cooperation
 Communication
 Attendance and punctuality
 Time management
5. Ownership-Acknowledge and listen to the guests request, take action and follow
through completely to ensure total satisfaction of guest needs
Recovered guest is a loyal guest.
 LEAP- listen empathize ask produce
6. Mutual Respect-treat all people with mutual dignity and respect
7. Fiscal responsibility-Value and protect the company’s property and assets
8. FUN-Bring fun to your working environment. Make your property a place of enjoyment
and fulfillment

3 c’s of customer magic

Connect

Moment of truth- occurs anytime a customer in contact with any part of a company

 Customers enters
 Organization image
 Organization personnel
 F and B outlets

Contribute

Conclude

Leave customers wanting to return

3 steps of service (RITS-CARLTON)

 Provide a warm greeting to each customer, when possible, use the customer name
 Anticipation and fulfillment of each customer needs
 Provide a Fond farewell

Understanding the culture