HFT-1000 Lecture Notes - Lecture 4: Line Level, Team Building, Customer Relationship Management
Document Summary
Service: work or assistance done for others as an occupation or business. Guest service involves welcoming complete strangers and in a very short time making them feel welcome and like they are apart of the family: made as part of marketing. All staff members are involved in a service: corporate executives. Service attitude starts at the top and trickles down. If corporations practices are focused on guests it shows that guest service is a major foundation of the company: hospitality managers. Great impact on guest service offered by employees. If manager shows little regard or unimportance for guest satisfaction, the employees wont have a guest service mentality: line level front of house employees. Most important part of providing guest service bc they interact with guests. Needs to be trained and given tools necessary to provide the best service: line level back of house employees. Not directly involved but should be trained.
