DECA Hospitality & Tourism Performance Indictors

Importance of Meeting.Exceeding Customer/Guest Expectations

• ensures basic satifiscation

• creates loyalty + positive word of mouth

• experiences are emotional and memorable, which is why good customer service increases repeat business online reviews and brand rep.

Anticipate Unspoken Customer Needs

• offering water without request/acknowleging regulars

• adjusting based on current conditions

• displays attentiveness/ personalization, strengthening trust/satisfaction

Accomodate Special Needs/Requests

• dietary restrictions/cultural preferences

• shows inclusivity/care

• reduces frustation, encourages regulation compliance

• enhance the sense of value/respect

Process Customer/Guest Orders

• accurate/timely manner

• improves effiency

• Listen careefully, confirm detials

Manage Customer Experience During Peaks in Demand

• make sure to schedule adequate staff

• set realistic wait-time expectations

• proactive management prevents service breakdowms

Use Digital Media to Enhance Post-Sales Experience

• follow-up emails, loyalty apps, social media engagement, surveys'

• encourage feedback and repeat visits

Maintain Service Standards During Peaks in Demand

• consistency is a priority

• follow protocols, maintain porfessional, and understand the importance of quality at all times

• quality>speed

Customer Service Chllenges in Hospitality and Tourism

• unmet expectaions, long wait times, sevice errors wtc.

• requires emotional intelligence and adaptability

Resolve Hostpitality and Tourism Related Conflicts

• active listening, displaying empathy, sincere apologies

• offer solutions and follow up

Nature of Guest Recovery

• correcting service failures to restore customer satifcation

• can create stronger loyalty than if no problem was present, service recovery paradox

Strategies for Resoling Customer Service Situations

• LEARN- listen, empathize, apologize, resolve, notify

• helping staff compensate when appropiate and document the incident

Nature of Customer Service in Hospitality/Tourism

• interactive and highly personal

• every interaction contributes to a guest’s brand perspective and satisfaction

Factors Affecting Customer Service Practices

• company culture, training, technology, demographics

• service stands and even external influences

Factors Associated With Postive Customer Experiences

• friendliness, responsiveness, cleanliness consistency ad emotional connection

• exceeding fuctional needs and creating memorable moments

Deliver Positive Moments of Truth

• these moments are critical, the customer forms opinions about the brand

  • check in, problem resolution, farewells