Delivering Exceptional Customer Service in the Hospitality Industry

• Customer Service
• Further Education (Key Stage 5)

Delivering Exceptional Customer Service in the Hospitality Industry

Learning Objective

At the end of the lesson, you will be able to outline what good customer service is in the Hospitality Industry, state the benefits of good customer service, and give examples of good customer service for different customer groups.

What do you already know about good customer service in the hospitality industry?

What is Good Customer Service?

Good customer service in the hospitality industry involves providing attentive, personalized, and timely service to meet and exceed the needs and expectations of guests.

Benefits of Good Customer Service

The benefits of good customer service include increased customer satisfaction, loyalty, positive word-of-mouth, and ultimately, higher revenue and profitability for the business.

Good Customer Service for Young Families

Good customer service for young families involves providing child-friendly amenities, quick service, and assistance with strollers and other baby-related items.

Good Customer Service for Different Religious Groups

Respecting dietary restrictions, providing prayer rooms, and being knowledgeable about religious holidays and customs are essential for serving different religious groups.

Good Customer Service for the Elderly

Being patient, offering assistive devices, and providing comfortable seating are important aspects of good customer service for the elderly.

Good Customer Service for Customers with Disabilities

Offering accessible facilities, providing assistance when needed, and being aware of specific accommodations for different types of disabilities are crucial for good customer service.

Interactive Activity: Case Studies

Students will analyze case studies of customer service scenarios and discuss how they can apply the principles of good customer service to each situation.

Conclusion: Importance of Good Customer Service

Good customer service not only enhances the guest experience but also contributes to the success and reputation of hospitality businesses.

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.