HOSPITALITY CUSTOMER RELATIONS PERFORMANCE INDICATORS

Resolve hospitality and tourism related conflicts for customers (CR:044) (CS)

- Try to be above and beyond, while actively showing good quality of service, action speaks louder than words-Automate, increase technology to be efficient-Creating a consistent fun lasting, and quality stay for the customer

Accommodate special needs/specific requests of customers (CR:054) (CS)

- ordering specific plates for banquets- make accessibility a priority (space tables, chairs, etc appropriately)- Be proactive with allergens (ask diners upfront, add it to menus and signs)- Serve properly prepared food (especially for vegans, etc)- Make them feel comfortable and welcome

Explain the importance of meeting and exceeding customer/guest expectations (CR:067) (CS)

-Differentiates you from your competition-Creates loyal customers, returning customers 80% 20% rules-Word of mouth is powerful

Identify factors affecting customer-service practices in hospitality and tourism (CR:051) (CS)

-How the employees are trained to conduct themselves in front of clients.- They need to give a good impression in order to make customers feel satisfied and return again-Time is very important factor make sure you answer a customer's question quickly and appropriately.- Having empathy for customer by understanding the situation and always stay calm even if the cutomer becomes enraged

Explain the nature of guest recovery (CR:045) (CS)

-Recover a negative situation with a guest and help resolve and make them into a loyal customer-Words will be used that are different for each situation, signals should be consistent-I care-I understand-You can trust me to take care of the problem1.Anticipating customer needs.2 Acknowledging their feelings.3. Apologizing and owning the responsibility.4. Offering alternatives.5. Making amends.

Determine strategies for resolving customer-service situations (CR:046) (SP)

-Stay [calm] during the conversation.-Ask questions and [listen] closely.-[Own up] to your mistakes.-Determine how much you're [willing to pay.]-Negotiate a [resolution.]-[Thank] your customer.

Describe customer-service challenges in the hospitality and tourism industry (CR:043) (CS)

-The whole purpose of the industry is to keep customers happy.-High expectations of the customers-Lacking technology that are mutidepartmental and foster efficiency-Today's demanding customers don't just expect easy check-in, clean rooms, and a luxury property.-They also expect a seamless, personalized experience from start to finish, from before they step foot in the lobby to after they leave.-Not fulfilling your promise and being disorganized

Anticipate unspoken customer needs (CR:053) (CS)

1. Know your customers (demographic)2. Identify trends and create a plan around them3. Provide self resources4. Think like a customer

Identify strategies to manage customer experience during peaks in demand (CR:038) (CS)

1. Prepare staff for the peak trading-they aren't stressed by nasty surprises-heightened emotional state of their customers-Stress management2. Rewards and recognition-Positive reinforcement: introduce rewards and recognition-Time milestones: set a goal and motivates the worker when it is met3. Be flexible and scalable- Design for the peaks and scale for future growth4. Staff committed people, automate wisely

Explain the nature of customer service in the hospitality and tourism industry (CR:049) (CS)

>It develops a loyal customer base>Creating a good customer service experience for someone will enhance their vacation experience, so the following time they will want to stay at that chain and recommend it to others>It can ruin the reputation of the travel business (airline, hotel, cruise) if a customer has a bad experience-write a review and spread the word, reflection on the company's image>For many countries, tourism is a main source of income for the economy so service providers want to fulfill the customers requirements to give them the best possible service so they return/spread the word

Identify factors associated with positive customer experiences (CR:052) (CS)

A positive customer experience means a good relationship and interaction between the customer and the company- the employee exhibits good attitudes- Is kind and patient- Knows the product

Explain the nature of positive customer relations (CR:003) (CS)

A positive customer relations mindset means believing that your customers: deserve the very best, are your employers, deserve your focused attention, have the right to expect things of me, and have important problems and complaints. Positive customer relations yield benefits to the business, the employees, and the customer. Businesses benefit by being more competitive, obtaining repeat business, and greater profits. Employees may receive customer compliments and perhaps a raise or promotion for good customer service skills. Customers benefit by having a more pleasant, satisfactory buying experience. This creates an atmosphere of goodwill.Maintaining frequent contact with customer base. Allow easy communication with the customer by being honest, and upcoming. Use rewards systems as well as exceed customer's expectations.

Handle difficult customers (CR:009) (CS)

A recommended process for handling customer complaints includes: Ô Listen Ô Take the customer aside to discuss the complaint Ô Repeat the facts to show that you understand what the customer has stated Ô Get assistance from a supervisor, if necessary Ô Establish a plan that determines the next action step

Adapt communication to the cultural and social differences among clients (CR:019) (CS)

Analyze target, message, cost, distributionUse companies information about Demographics, Geographics, Psychographics and Behavioral patternsUsing these, we can see certain cultural and social groups preferences, and things they would rather avoid, allowing us to tailor our communication to their standards

Deliver positive moments of truth (CR:055) (CS)

As a customer service repersontative or a staff, and customers are placed in stressful situations. To let the representative to offer:- free amnesties- some positive- extra things/ compensationWill alleviate the stress

Build and maintain relationships with customers (CR:030) (SP)

Best time to get business is when they are there Social Media Positive customer relations Developing rapport with customers Responding to customer inquiries

Interpret business policies to customers/clients (CR:007) (CS)

Clear, concise explanation, no jargon Explain their impact on the business, and especially the consumer

Discuss the nature of customer relationship management (CR:016) (SP)

Customer relationship management involves finding customers and keeping them satisfied through a variety of means. It is useful for developing and maintaining customer relationships. The sharing of customer information among businesses has led to privacy issues. The government has regulations protecting the privacy of consumers, including offering customers the option of being added to mailing lists.

Demonstrate a customer service mindset (CR:004) (CS)

Demonstrate good customer relations by doing the following: considering and attempting to meet their needs, concentrating on them without distractions, following up with them, following through on what you say you are going to do, and being efficient in handling issues.

Maintain service standards during peaks in demand (CR:039) (CS)

Prepare staff, be flexible, and increase in materials, i.e. cleaning supplies and put more shifts

Reinforce service orientation through communication (CR:005) (CS)

Service orientation=listening to and understanding the customers, satisfaction is of utmost importance Demonstrated through: prompt greetings, full attention, relevant question, empathy with concerns, knowledge, verbal and non verbal encouragement, thanking individual, courteous, try to go above and beyond, follow through

Use digital media to enhance customer post-sales experience (CR:028) (SP)

Social media:-Answer questions and get feedback-Keeps customers alert with future information/deals-Highlight customers, bring back the memory of happy experiences

Describe the use of technology in customer relationship management (CR:018) (SP)

Technology and CRM (customer relationship management) as partners would result to a successful and productive type of business. It would also help companies to be more updated so that they would be able to beat the competition and make their company one of the best. Technology integration has many effects for the betterment of CRM. Here are some of the roles of technology as integration in Customer Relationship Management (CRM):CRM cannot survive without technology. Technology serves as the partner of CRM in order to cater the needs of the customers. It makes their relationship meaningful in a way that the company understands what the customers need. They become aware if the customers are satisfied enough on their products and services if not, it would be easy for them to look for strategies to make them satisfied. Databases serve as the soul of CRM. Online services for the customers. Services are always available. Due to the rise of different gadgets, it is now easy for the customers to have an access to the companies that will suit their needs.

Handle customer/client complaints (CR:010) (CS)

Think of complaints as an opportunity to learn something and to improve service. To address a complaint, first listen completely and openly so that you understand the complaint. Talk to the customer privately, if possible, in a quiet setting. Repeat the complaint to demonstrate your understanding. Do not place blame on any party and explain what may have caused the problem. Try to reach an agreement with the customer about the next course of action, but be sure your suggestions comply with company policy. Get assistance from a supervisor, if needed.

Develop rapport with customers (CR:029) (CS)

Trust builds rapport. Your customers will learn to trust you if you do what you say. Keep your commitments, call when you say you will, and always follow through. Reinforce service orientation through communication (CR:005) (CS) -Service orientation=listening to and understanding the customers, satisfaction is of utmost importance Demonstrated through: prompt greetings, full attention, relevant question, empathy with concerns, knowledge, verbal and non verbal encouragement, thanking individual, courteous, try to go above and beyond, follow through

Respond to customer inquiries (CR:006) (CS)

When responding to guests, it is important to use effective listening techniques, such as the following:• Identify the purpose of the message• Give feedback to show understanding• Ask appropriate questions to gather more information• Watch for verbal cues• Try to satisfy the customers need as quickly as possible

Determine ways of reinforcing the company's image through employee performance (CR:002) (CS)

employees= customer's perception of the company, front lines all the ads in the world can't change their perception if your employees don't give off a good impression; Clean, professional friendly, we don't want those who hate work, who slouch and lounge around; Through that, and consistent customer relations can create a good image.

Identify company's brand promise (CR:001) (CS)

extension of a company's positioning à an expected tangible benefit that creates desire for a product or service and differentiates from other competitors

Process customer/guest orders (CR:021) (CS)

online booking accounts, automated check in, or more convenient

Explain the role of ethics in customer relationship management (CR:017) (SP)

presents your company in a good light and customers will trust your company irrespective of high prices or minor service lapses. Ethics in customer dealings improves the quality of service and fosters positive relationships.