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17 Cards in this Set
- Front
- Back
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Customer |
Someonewho purchases products or services from a business.
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Service |
An activity that is done for another person, “The Heart of Hospitality”.
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Customer Service |
The total customer experience within a hospitality business.
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Guest |
A customer who purchases products or services from a hospitality business. Another word for customer. |
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Empathy |
The ability to put yourself in someone else’s shoes and know how that person feels. Helps to figure out what customers need. |
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Customer Satisfaction |
The positive feelings customers have about abusiness that meets their needs. |
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Quality Service |
Service that meets or exceeds customer expectations. |
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Consistent Quality Service |
Providing the same good service and products to customers each and every time they come to your business. |
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Service Encounter |
An interaction between a customer and a staff member. The basic building blocks of quality hospitality service (before, during, & after). |
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Word of Mouth Publicity |
Informal conversation people have about their experience with a business. When people talk good or bad about their experience at a business. |
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Front of the House |
Area in a hospitality business that guests usually see. Example: Dining room of a restaurant. |
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Back of the House |
Area in the hospitality business that guests usually don’t see (heart of the house). Example: Kitchen of a restaurant. |
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Front of the House Employee |
Employees whose main function is to interact with the customers.(servers, cashiers, hosts, front desk staff, reservations agents.) |
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Back of the House Employee |
Employees whose work rarely involves interacting with customers (chefs, cooks, dishwashers, housekeepers). |
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Customer Focused Employee |
An employee who can anticipate customer needs.
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Explain why customers are so important to the hospitality business. |
Without customers, there would be no business. Their money keeps businesses going. |
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What are the two types of hospitality employees? |
Front of the House Employee & Back of the House Employee |
