BE OUR GUEST CUSTOMER SERVICE SKILLS Hospitality Services

BE OUR GUEST! CUSTOMER SERVICE SKILLS Hospitality Services

Copyright © Texas Education Agency, 2014. These Materials are copyrighted © and trademarked ™ as the property of the Texas Education Agency (TEA) and may not be reproduced without the express written permission of TEA, except under the following conditions: 1) Texas public school districts, charter schools, and Education Service Centers may reproduce and use copies of the Materials and Related Materials for the districts’ and schools’ educational use without obtaining permission from TEA. 2) Residents of the state of Texas may reproduce and use copies of the Materials and Related Materials for individual personal use only, without obtaining written permission of TEA. 3) Any portion reproduced must be reproduced in its entirety and remain unedited, unaltered and unchanged in any way. 4) No monetary charge can be made for the reproduced materials or any document containing them; however, a reasonable charge to cover only the cost of reproduction and distribution may be charged. Private entities or persons located in Texas that are not Texas public school districts, Texas Education Service Centers, or Texas charter schools or any entity, whether public or private, educational or non-educational, located outside the state of Texas MUST obtain written approval from TEA and will be required to enter into a license agreement that may involve the payment of a licensing fee or a royalty. For information contact: Office of Copyrights, Trademarks, License Agreements, and Royalties, Texas Education Agency, 1701 N. Congress Ave. , Austin, TX 78701 -1494; phone 512 -463 -7004; email: copyrights@tea. state. tx. us. 2 Copyright © Texas Education Agency, 2014. All rights reserved.

“There is only one boss. The customer. And he can fire everybody in the company from the chairman on down, simply by spending his money somewhere else. ” -Sam Customer Service • The total customer experience with that business Walton 3 Copyright © Texas Education Agency, 2014. All rights reserved.

GUEST NEEDS Abraham Maslow 4 Copyright © Texas Education Agency, 2014. All rights reserved.

Self- actualization Maslow’s Hierarchy of Needs in Hospitality Self-esteem Love and a Sense of Belonging Safety and Security Basic Physical Needs The needs of the lower level of the pyramid must be met before the next higher need on the pyramid can be met Source: Maslow, A. H. (1971). The farther reaches of human Nature. New York: Viking Press. 5 Copyright © Texas Education Agency, 2014. All rights reserved.

Concern and caring for the well-being of others A sense of pride from accomplishments. To be considered as adequate, worthy and deserving of respect Acceptance, warmth, affection and approval from others Basic Needs The high-level needs are more complex but are as important for human development Protection from harm or injury and for security from threats Food, water, shelter, warmth and physical activity Source: Maslow, A. H. (1971). The farther reaches of human Nature. New York: Viking Press. 6 Copyright © Texas Education Agency, 2014. All rights reserved.

QUALITY SERVICE 7 Copyright © Texas Education Agency, 2014. All rights reserved.

Hospitality Employees • Employees who are focused on guest needs have these characteristics: • • • Address guests by name Are well-groomed Make eye contact Have good posture Respond quickly to requests Smile 8 Copyright © Texas Education Agency, 2014. All rights reserved.

Guest’s Name • Use the guest’s name whenever possible • Guests feel important and

Well-groomed • Image is important • Employees seen by the public should have: •

Eye Contact • A powerful act of communication • Indicates a willingness to serve

Posture • Should be relaxed, but alert • Head up • Face should look

Respond quickly • Attitude should be positive • Demonstrate willingness to help • Response

Smile • Demonstrates: • An eagerness to help • Care and warmth • Friendliness

BEAUTY AND THE BEAST - BE OUR GUEST! (click on link) 15 Copyright ©

Questions? 16 Copyright © Texas Education Agency, 2014. All rights reserved.

References and Resources Book: • Remarkable service: a guide to winning and keeping customers for servers, managers and restaurant owners. (2009). Hoboken, NJ: John Wiley & Sons. Images: • Microsoft Office Clip Art: Used with permission from Microsoft Textbooks: • Hospitality services reference book. (2001). The Curriculum Center for Family and Consumer Sciences. Lubbock, TX. • Reynolds, J. S. (2010). Hospitality services: Food & lodging. Tinley Park, IL: Goodheart-Wilcox Company. Website: • Texas A & M Agrilife Extension Online courses and programs For everyday people interested in learning more about a variety of topics https: //extensiononline. tamu. edu/secure_index. php You. Tube(tm) video: • Beauty and the Beast - Be Our Guest song from Beauty and the Beast http: //youtu. be/afzmw. AKUpp. U 17 Copyright © Texas Education Agency, 2014. All rights reserved.