Customer Service Training Manual

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Market Chain Enhancement Project (MarChE) Under Contract 521-C-00-08-00009-00

Customer Service Training Manual
Assurance of Quality Administration in the Hospitality Industry

Produced by USAID’s Market Chain Enhancement Project by the International Executive Service Corps, July 2009

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Table of Contents
DEFINITIONS.............................................................................................................................................. 3 DEFINITION OF QUALITY SERVICE .............................................................................................................. 3 DEFINITION OF THE HOSPITALITY CUSTOMER’S NEEDS .............................................................................. 3 12 STEPS FOR ACHIEVING SUPERIOR QUALITY OF SERVICE ................................................... 4 PRODUCT VS. SERVICE .......................................................................................................................... 7 THE FIRST IMPRESSION......................................................................................................................... 8 RESTAURANT PERSONNEL STANDARDS ........................................................................................ 10 RESTAURANT SERVICE ........................................................................................................................ 12 MANAGEMENT ........................................................................................................................................ 15 MEETINGS ................................................................................................................................................. 15 BUILDING A TEAM..................................................................................................................................... 16 MANAGING CHANGE ................................................................................................................................. 17 MANAGING CONFLICT ............................................................................................................................... 17 QUALITY CONTROL SYSTEMS ........................................................................................................... 18 RESTAURANT SAMPLE SURVEY:................................................................................................................ 20 HOTEL SAMPLE SURVEY ........................................................................................................................... 22

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Definitions
Definition of Quality Service
Quality service means serving the client in a manner that exceeds his/her expectations and posted advertisements, then adding even more value until complete customer satisfaction is achieved.

Definition of the Hospitality Customer’s Needs
1. Travel arrangements and accommodations Travel professionals organize trips for leisure or business, plan itineraries, and reserve flights, cruises or other means of transportation, such as buses and rental cars. They arrange tours, excursions, entertainment, business meetings, and seminars, and book hotel rooms, restaurants, and more. 2. A clean, safe and secure place where to sleep and leave their personal items Hospitality service providers must offer guest rooms or suites in clean, well-run hotels, motels, inns, lodges, vacation villages or student campuses and pensions. The rooms must be safe and secure, and the owners are expected to practice all sanitation rules. 3. The satisfaction of his hunger and thirst with confidence and delight The customers need to find your restaurants, bars, snack bars and other establishments filled with well-prepared, presented and served food and drinks, which must adhere to good safety and sanitary habits. 4. Prompt, enthusiastic satisfaction of all other needs Customers will appreciate a friendly welcome, good service, pleasant, relaxing surroundings, and...
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