Ch 12: Hotel & Lodging Customer Service

About This Chapter

Review this hotel and lodging industry chapter to review the components of quality customer service. These mobile-friendly resources can be used as test preparation resources, homework help materials and efficient tutoring solutions.

Hotel & Lodging Customer Service - Chapter Summary

This collection of lessons examines the importance and role of customer service in the hotel and lodging industry. You'll dive into concepts such as customer satisfaction, retention, appreciation and loyalty. Following each lesson is a short quiz to help you master the information you've studied. You can keep track of your quiz scores and progress through the chapter on your course Dashboard. This flexible study resource is also available whenever it fits your schedule. After completing this chapter, you should be able to:

  • Understand how guest satisfaction and customer service impact the success of hotels
  • Evaluate the importance of customer retention and how it relates to customer satisfaction
  • Determine the impact that product and service knowledge has on customer experience
  • Resolve complaints from customers effectively
  • Recognize the connection between customer appreciation and loyalty
  • Consider the importance of housekeeping in the hospitality industry
  • Identify common housekeeping standards

Chapter Practice Exam
Test your knowledge of this chapter with a 30 question practice chapter exam.
Not Taken
Practice Final Exam
Test your knowledge of the entire course with a 50 question practice final exam.
Not Taken

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