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Excellent Customer Service in Hospitality

📑 5 slides 👁 26 views 📅 2/5/2026
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Excellent Customer Service

Welcome to our session on working in hospitality.

Excellent Customer Service
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What Makes You Feel Welcome?

  • Look at these four pictures of different hospitality scenarios.
  • Decide which ones make you feel welcome with a thumbs up.
  • Options: smiling person, messy table, worker offering drink, worker ignoring.
  • We'll discuss why some actions make guests feel more welcome.
What Makes You Feel Welcome?
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Super-Star Quality 1: FRIENDLY

  • The first essential quality is being FRIENDLY to guests.
  • Friendliness starts with a genuine SMILE to welcome people.
  • We also say HELLO and make appropriate EYE CONTACT.
  • Let's all practise a big friendly smile together now.
Super-Star Quality 1: FRIENDLY
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Super-Star Quality 2: HELPFUL

  • The second key quality is being HELPFUL to customers.
  • Helpful means doing kind actions to assist guests.
  • Example: carrying plates for someone is helpful.
  • Ignoring confused customers is not helpful.
Super-Star Quality 2: HELPFUL
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Practise a Friendly Greeting

  • Let's practise greeting as hospitality workers: 1) Stand tall, 2) Smile, 3) Say hello.
  • You can choose to say 'Hello', 'Good morning', or give a wave.
  • We'll take turns practising with teacher guidance.
  • Remember our two super-star qualities: FRIENDLY and HELPFUL!
Practise a Friendly Greeting
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