Hospitality and Service Training

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Questions and Answers

Hospitality primarily revolves around the technical aspects of customer service.

False (B)

Service is described as the intangible concept that contributes to creating a warm environment.

False (B)

A strong instinct for service allows individuals to showcase their true selves while engaging with guests.

True (A)

Measuring service can be done in terms of warmth and emotional connection.

<p>False (B)</p> Signup and view all the answers

Creating a dichotomy between service and hospitality is beneficial for success in the hospitality industry.

<p>False (B)</p> Signup and view all the answers

The mastery of hospitality can be quantified and measured in the same way as service.

<p>False (B)</p> Signup and view all the answers

Service includes tasks such as taking orders and resolving complaints to enhance the customer experience.

<p>True (A)</p> Signup and view all the answers

The overall experience of hospitality is solely determined by the quality of service provided.

<p>False (B)</p> Signup and view all the answers

Anticipating member needs is less important than providing timely, high-quality service.

<p>False (B)</p> Signup and view all the answers

A warm smile is considered unprofessional in member interactions.

<p>False (B)</p> Signup and view all the answers

The phrase 'Do you need anything?' is encouraged in employee-member interactions.

<p>False (B)</p> Signup and view all the answers

Body language has no impact on how members perceive service.

<p>False (B)</p> Signup and view all the answers

Seeking feedback regularly is unnecessary for enhancing service standards.

<p>False (B)</p> Signup and view all the answers

Gracious Hospitality is defined solely by the knowledge of proper service.

<p>False (B)</p> Signup and view all the answers

Saying goodbye to members does not have a lasting impact on their experience.

<p>False (B)</p> Signup and view all the answers

Asking for help in assisting members is considered a weakness.

<p>False (B)</p> Signup and view all the answers

Efficiency in service leads to more work with less effort and increases member comfort.

<p>True (A)</p> Signup and view all the answers

A remarkable service representative merely provides information without considering a member's underlying needs.

<p>False (B)</p> Signup and view all the answers

Following the Nine Basic Principles of Hospitality is enough to guarantee customer loyalty.

<p>False (B)</p> Signup and view all the answers

Remarkable servers should avoid excessive communication to prevent overwhelming members.

<p>True (A)</p> Signup and view all the answers

First impressions are not significant in the member service business.

<p>False (B)</p> Signup and view all the answers

Servers are encouraged to stick rigidly to the menu sequence without accommodating special requests.

<p>False (B)</p> Signup and view all the answers

Remarkable service involves anticipating and fulfilling members' needs before they express them.

<p>True (A)</p> Signup and view all the answers

Consistent service quality does not matter as long as the principles of hospitality are followed.

<p>False (B)</p> Signup and view all the answers

Flashcards

What is hospitality?

Hospitality is the friendly and welcoming atmosphere you create for guests. It's about making them feel valued and comfortable, focusing on the emotional connection.

What is service?

Service refers to the practical tasks and responsibilities you perform to ensure a positive guest experience. It includes taking orders, serving food, or addressing complaints.

How are hospitality and service linked?

Hospitality and service are deeply connected. Hospitality creates the emotional warmth, while service provides the practical execution to make the experience memorable.

What's the technical side of service?

Service is the technical side of your job. It includes mastering the steps of service, knowing the menu, and executing tasks precisely.

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What's the intangible side of hospitality?

Hospitality is the intangible element that brings warmth to the experience. It's the creative flair you add to make guests feel special and valued.

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How can service skills help with hospitality?

Strong service instincts allow you to be yourself and show up with confidence, creating opportunities to deliver exceptional hospitality.

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Why are service basics important?

The mastery of service starts with the basics and provides the foundation for delivering exceptional hospitality.

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How do we define 'hospitality' at Crane Club?

Defining 'hospitality' involves collaboration, conversation, and creativity to create a unique experience for guests at Crane Club.

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Remarkable Service

Giving special attention to individual members' needs, making them feel welcomed and cared for.

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Timely and High-Quality Service

Anticipating member needs and delivering high-quality service promptly.

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Personalized Interactions

Personalized interactions, such as greeting members by name and engaging warmly.

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Seeking Feedback

Gathering feedback from guests to improve service standards.

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Positive Ending

Ending every interaction on a positive note, creating a memorable experience.

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Gracious Hospitality

Being courteous and respectful in all interactions, always showing warmth and friendliness.

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Attentive to All Members

Acknowledging other members while assisting another, making them feel included.

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Staying Focused on Members

Focusing on members' needs and ensuring they have a positive experience.

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Flexibility in Service

Meeting customer needs creatively while staying consistent, going beyond strict rules to accommodate requests. This could mean offering a salad after the main course instead of before.

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Effective Communication in Service

Providing accurate information to customers in a way that builds trust. This means sharing relevant details without being condescending. Servers use clear, concise language.

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Exceeding Customer Expectations

Going above and beyond expectations to create a memorable experience. Turning potential issues into positive moments through thoughtful gestures.

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Well-Timed Remarkable Service

Providing timely service that anticipates customer needs. This means providing items or services before the customer even realizes they need them.

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First Impressions Matter

Creating a positive first impression that influences the entire customer experience.

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Efficient Remarkable Service

Providing quick and efficient service that eases the customer's experience.

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Consistency in Remarkable Service

Providing high-quality food, drinks, and service consistently to ensure customer return visits.

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Knowledgeable and Efficient Service

Providing accurate information and addressing the customer's underlying needs.

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Study Notes

Hospitality and Service

  • Hospitality is about warmth, friendliness, and making guests feel welcome and valued.
  • Service is about meeting practical needs and tasks (taking orders, addressing complaints).
  • Hospitality is the emotional connection, while service is the practical execution. Both together create a memorable experience.

Philosophy

  • Service and hospitality are inextricably linked.
  • Service is the technical actions (e.g., serving food), while hospitality is the overall feeling created.
  • Separating the two is detrimental to success.
  • Mastering service involves basic skills and builds a foundation for great hospitality.

Gracious Hospitality

  • A warm smile is key to interacting with members.
  • Professionalism, eye contact, and acknowledging others are crucial.
  • Thank members for joining and/or leaving.
  • Tao Group Hospitality's standards require following proper service protocols, including graciousness.
  • A member's positive experience is greatly influenced by the service, both in terms of professionalism and graciousness. A key quote from the text is: "People will forget what you said, will forget what you did, but will never forget how you made them feel."

Attentiveness

  • Help members if they need assistance.
  • Remain focused on members.
  • Use phrases like "Do you have everything you need?" to show attentiveness.

Remarkable Service

  • Welcoming, friendly, and courteous interactions.
  • Provide timely service while being knowledgeable.
  • Anticipate member needs and provide service before they realize they need it.
  • Communicate effectively to build trust and enhance the dining experience.
  • Be flexible and consistent in meeting member needs (adapting to circumstances).
  • Ensure a high-quality dining experience (the value of consistency and attentiveness).
  • Exceed expectations to create positive experiences, turning issues into memorable moments.
  • First impressions are critical; members make judgments quickly.
  • Ensure service is well-timed to meet members' needs, not overwhelm them.

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