24 Questions
What is the characteristic of Impulsive Consumer?
Tends to be emotionally driven
What is the benefit of segmenting consumers by needs?
To tailor marketing strategies to each need
What is a marketing strategy to create loyal consumers?
Personalization and individualized attention
What is a characteristic of a Wandering Consumer?
Is attracted to the location of the business
What is the benefit of understanding consumer needs?
To tailor marketing strategies to each need
What is the characteristic of a Need-Based Consumer?
Purchases to fulfill a need
What is the benefit of right timing in marketing?
To select the right client
What is the characteristic of a Discount Consumer?
Makes purchases when there is a sale or discount
What is the key to selling in hospitality?
Crafting your pitch in the guest's language and addressing their individual challenges
What is the primary goal of service recovery?
To turn dissatisfaction into satisfaction
According to the formula for personalization, what does it feel like to be treated like a?
VIP
What should you do if you can't immediately find an answer to a guest's question?
Ask the guest how to contact them with the information
What is an important aspect of passionate service delivery?
Showing genuine interest in the guest's needs
What is a key aspect of passionate service delivery?
Wanting to see it done well
Why is knowledge of local amenities important in hospitality?
To be able to recommend local attractions and services
What is the result of a successful service recovery?
A satisfied guest who will remember the experience
Why is it important to know your surroundings, establishment, and amenities?
To make a guest's stay more comfortable and enjoyable
What is the importance of commitment to teamwork in hospitality?
To ensure a smooth operation of the hotel
What should you do when handling a guest complaint?
Listen carefully to the guest's explanation before reacting
What is the key to personalization in hospitality?
Addressing each guest's individual challenges and needs
Why is it important to greet guests and look them in the eyes?
To create a unique experience
What is an important aspect of teamwork in a service delivery setting?
Enlisting the help of coworkers when needed
What is the formula for recovery in hospitality?
Every guest recovery situation is different and requires a unique approach
What should you do when engaging a guest in conversation?
Remember what they tell you
Study Notes
Turning Negative Experiences into Loyal Customers
- Carefully listen to the guest's explanation of the situation before reacting
- Apologize for the inconvenience and disruption to the guest's experience
- Explain the cause of the problem and act quickly to provide a satisfactory solution
- Offer something of value to the guest and make them feel important
- Learn from the experience and prevent similar situations from occurring in the future
Personalization: Providing an Individualized Experience
- Create unique experiences for guests
- Use information and observations to get to know guests
- Greet guests, use their names, and engage in conversation
- Remember what guests tell you and show genuine interest
Knowledge: Being in the Know
- Use knowledge to make a guest's stay more comfortable and enjoyable
- If unsure of an answer, ask the guest how to contact them with the information
- Enlist the help of coworkers and approach every situation as a learning experience
- Know the surroundings, establishment, and amenities, and don't fake it
Passion: Inspiring Others
- Have passion for the work and want to see it done well
- Listen twice as much as you speak and do your homework
- Understand the ROI, hotel type, ownership, and other key aspects of the industry
Elements of Hospitality
- Recovery: turning dissatisfaction to satisfaction
- Personalization: providing individualized attention
- Knowledge: being in the know
- Passion: inspiring others
- Opportunities: capitalizing on new opportunities
- Inclusion: making guests feel connected
- Personality: showing genuine interest and care
Consumer Types
- Loyal Consumers: valuable to every business, promoters of the brand
- Need-Based Consumers: purchase to fulfill a need, segment by needs
- Discount Consumers: shop when there are sales or discounts
- Wandering Consumers: attracted by location, enjoy social interaction
- Impulsive Consumers: difficult to maximize marketing collateral, identify the target market
Transform a negative experience into a loyal customer by following these steps. Learn how to listen, empathize, apologize, and provide a satisfactory solution to turn a bad situation around.
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