Engels: Customer Service Excellence

Service recovery

The process of resolving a guest complaint before it leads to dissatisfaction or negative reviews

Guest retention

The process of ensuring that guests return through excellent service and engagement

strategies.

Complaint escalation

Addressing a complaint that cannot be resolved immediately by passing it to a

higher authority.

Customer journey

The entire experience a guest has from initial contact to post-service follow-up.

Operational efficiency

Improving the effectiveness of hotel and restaurant operations while minimizing waste and inefficiencies.

Revenue management

Analysing and predicting demand to maximize pricing and revenue potential.

Touchpoint

Key moments where a guest interacts with a brand, such as check-in, dining, or online booking.

Brand consistency

Ensuring a company delivers the same level of quality service across all properties and interactions.

Loyalty program

A structured plan to keep customers returning, often with discounts or exclusive services.

Expectation-management

The strategy of managing guest expectations so they are aligned with realistic service delivery.

Service personalization

Customizing services based on guest preferences, habits, or previous visits.

Proactive hospitality

Training employees to anticipate guest needs before they are expressed.

Employee engagement

Encouraging staff to feel motivated and connected to company values to enhance service quality.

Conflict resolution

Techniques used to de-escalate tense situations and resolve issues professionally.

Empowerment

The ability of frontline employees to make independent decisions to solve guest issues.

Guest segmentation

The classification of guests based on demographics, spending habits, and preferences to create targeted services.

Upselling

A sales technique where additional products or services are offered to increase guest spending. Example: recommending a premium wine at a restaurant.

Mystery guest adult

An evaluation where a business hires a secret shopper to assess service quality and customer experience.

Net Promoter Score

A measurement of customer loyalty and satisfaction based on how likely guests are to recommend the business to others.

Cross-selling

A sales approach where a guest is encouraged to purchase a related service, such as offering spa access with a room upgrade.