The document discusses key aspects of working in the food and beverage service industry. It emphasizes that hospitality is a customer-centric industry focused on providing excellent guest service and experiences. It outlines qualities of good and bad customer representatives, noting good representatives speak clearly, smile, are courteous and attentive while bad ones are rude and impatient. It also provides examples of positive and negative customer interactions and how to appropriately handle angry customers such as by apologizing and offering to replace or clear bills.
2. WHAT IS HOSPITALITY INDUSTRY
The hospitality industry is a service-
oriented industry. it is all about guest
relations, guest service, and guest
experience. the main focus of the
hospitality industry is providing their
guest with excellent service. because
without them there is no business
3. MAKING A GOOD FIRST
IMPRESSION ON CUSTOMER
In the hospitality industry, the guest is considered a
king. every contact we have with customers
influences their decision. Either they would like to
come back or will not come again We have to be
very patient and great every time. Otherwise, we can
lose them
4. QUALITIES OF A GOOD AND BAD
CUSTOMER REPRESENTATIVE
SPEAKS CLEARLY
HAS A GOOD POSTURE
SHOULD ALWAYS SMILE
SHOULD BE COURTEOUS
SHOULD BE WELL GROOMED
SHOULD BE ATTENTIVE
SHOULD BE VERY CALM AND PATIENT
SHOULD BE KNOWLEDGEABLE
IS RUDE
IS DISHEVELED
HAS A BAD POSTURE
LOOKS INDIFFERENT
MUMBLES
HAS A SHORT TEMPER
IS DISTRACTED
IMPATIENT
5. HOW WAS THE
FOOD?
THE FOOD WAS EXCELLENT.
IT WAS MADE TO PERFECTION
EVERYTHING WAS DELICIOUS, BUT THE
CHOWMEIN WAS BEYOND OUR
EXPECTATIONS.
PLEASE GIVE MY COMPLIMENT TO THE
CHEF
I HAVE NEVER EATEN SUCH FOOD IN MY
LIFE
6. DEALING WITH A
ANGRY GUEST
EXCUSE ME. THIS ISNT WHAT I
ORDERED.
THE FOOD IS COLD
THE FISH SMELLS VERY BAD
I AM SORRY I EXCHANGE IT RIGHT
AWAY
PLEASE ACCEPT OUR SINCERE
APOLOGIES, THE FOOD IS ON US
ON OUR BEHALF, WE WOULD LIKE TO
CLEAR YOUR BILLS
