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What's The Problem™? How to understand and deliver consistent service?

publication date: Jun 12, 2014
author/source: HospitalityEducators.com Resources


Fundamental Questions & Answers on Customer Service Today

How does your hospitality business respond to these questions? 


1. How do you define excellent Customer Service?

2. How do you compete with the brands or chains that offer a 100% guarantee? (Looking for specific examples)

3. We often hear that line level employees feel they do not have enough empowerment to succeed at their jobs. What do you do at your hotel?

4. Who follows up at your hotel if there is a problem? What about the guest who has already left and you learn about a problem?

5. Can you share some examples of providing excellence in service in areas outside of the front office?


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