Week 1 - Supervising Customer Service in Hospitality: The Role of Managers and Supervisors

• Hospitality
• Further Education (Key Stage 5)

Unit 2:  Principles of Supervising Customer Service Performance in Hospitality

Introduction

Amy Brown

Week 1

Learning Objective

At the end of the lesson you will 

• Appreciate the principles of supervising customer service in hospitality, leisure, travel, and tourism 
• Recognise the importance of the role of supervisors and managers in providing excellent customer service for both customers and colleagues.

From your own experience:
What makes a good supervisor or manager?

From your own experience:
What makes a bad supervisor or manager?

In your own opinion:
How might a supervisor or manager in a hospitality business effect the delivery of customer service from a team?

Definition of Supervisors and Managers

Supervisors and managers are individuals who oversee and direct the work of employees in an organisation. In the context of customer service in the hospitality industry, they play a crucial role in ensuring customer satisfaction and maintaining positive relationships with colleagues.

Importance of Customer Service

Customer service is the provision of assistance, support, and solutions to customers before, during, and after their interactions with a company. 

It is vital in the hospitality industry as it directly impacts customer satisfaction, loyalty, and the overall reputation of the business.

Customer Service for Customers

Supervisors and managers play a crucial role in ensuring exceptional customer service. 

They set service standards, train staff, monitor customer interactions, handle complaints, and make necessary improvements to enhance the overall customer experience.

Customer Service for Colleagues

Supervisors and managers are also responsible for fostering a positive work environment and supporting their colleagues. 

They provide guidance, address concerns, recognise achievements, and promote teamwork, which ultimately leads to better customer service.

Effective Communication

Effective communication is key in customer service. 

Supervisors and managers need to communicate clearly, listen actively, and provide constructive feedback to both customers and colleagues. 

This ensures understanding, resolves issues, and builds positive relationships.

Leading by Example

Supervisors and managers should lead by example by demonstrating exemplary customer service skills. 

When they prioritise customer satisfaction and show respect, empathy, and professionalism, it sets the standard for the entire team.

Empowering Employees

Supervisors and managers empower their employees to make decisions and solve customer issues. 

By providing the necessary training, resources, and support, they enable their team members to handle customer service situations independently and effectively.

Monitoring and Feedback

Supervisors and managers continuously monitor customer service interactions and provide feedback to their team members. 

This helps identify areas for improvement, address performance gaps, and ensure consistent delivery of high-quality customer service.

Conflict Resolution

Supervisors and managers are responsible for handling customer complaints and conflicts. They should remain calm, listen attentively, find suitable solutions, and ensure customer satisfaction. 

Resolving conflicts promptly and professionally is vital for maintaining positive customer relationships.

Team Building and Training

Supervisors and managers focus on building strong teams through effective training and development programs. 

They identify individual strengths, provide ongoing training opportunities, and foster a culture of continuous improvement to enhance customer service performance.

Summary

Supervisors and managers play a vital role in customer service within the hospitality industry. They ensure exceptional service for customers, support colleagues, communicate effectively, lead by example, empower employees, monitor performance, resolve conflicts, and build strong teams through training and development.

Discussion and Reflection

What are some specific challenges supervisors and managers may face in providing excellent customer service? Discuss and reflect on the lessons learned.

Write down 3 things you learned in this lesson.

Have students enter three things they learned in this lesson. With this they can indicate their own learning efficiency of this lesson.

Write down 2 things you want to know more about.

Here, students enter two things they would like to know more about. This not only increases involvement, but also gives them more ownership.

Ask 1 question about something you haven't quite understood yet.

The students indicate here (in question form) with which part of the material they still have difficulty. For the teacher, this not only provides insight into the extent to which the students understand/master the material, but also a good starting point for the next lesson.