Hospitality and customers
Interpersonal skills and professional qualities
Interpersonal skills are crucially important in building and maintaining relationships between both staff and customers and staff across departments.
Customers in hospitality
The hospitality industry has many types of customer, all with different needs. Therefore, it is important that you know how to cater for them.
Products and services
The hospitality industry is a service industry, however it does provide both products and services to customers. Products are items sold by a hospitality outlet. Services are provided to meet the needs of the customer and to improve their experience.
Customer care
Customer care is an essential part of any hospitality business. Customers provide income, and help make the business profitable.
Dealing with complaints
A complaint is when a customer expresses their dissatisfaction at the quality of products or standard of service that has been provided. Most businesses have a procedure in place which explains what to do when a complaint is made.
Communication
Communication can be written, verbal or non-verbal. All of these methods require different communication skills to ensure that information exchanged is accurate and understood.
Marketing
The hospitality industry worldwide spends millions on marketing. Marketers need to know what factors make customers choose a specific service and are continually researching to ensure campaigns are targeted at the right customer.
