Ch 5: Improving Service in the Hospitality Industry

About This Chapter

Review the short lessons in this chapter to learn the ins and outs of improving service quality in the hospitality industry. Multiple-choice quizzes and a chapter exam are available to gauge your comprehension and enhance your ability to earn top grades in class or excel in the workplace.

Improving Service in the Hospitality Industry - Chapter Summary

Customer service and satisfaction are highly important to the success of the hospitality industry. Use this chapter's lessons to delve into these concepts and gain a quality understanding of training, coaching and team building in hospitality. Test your knowledge of the lessons you review by taking their accompanying self-assessment quizzes. Clarify details you don't understand by sending your questions to our experts. All the resources and features in this chapter are available 24/7 and can be accessed using any computer or mobile device. Once you've completed this chapter, you will be able to:

  • List types of customer service and discuss its importance
  • Define customer satisfaction
  • Discuss guest satisfaction and customer service in the hospitality industry
  • Share the definition and dimensions of service quality
  • Identify and describe four ways to set and exceed customer expectations
  • Outline how organizations recover after bad service experiences
  • Provide methods businesses use to predict customer needs
  • Explain the importance of training, coaching and team building in the hospitality industry

10 Lessons in Chapter 5: Improving Service in the Hospitality Industry
Test your knowledge with a 30-question chapter practice test
What Is Customer Service? - Definition, Types & Role in Marketing

1. What Is Customer Service? - Definition, Types & Role in Marketing

Customer service is the act of taking care of the customer's needs by providing and delivering professional, helpful, high quality service and assistance before, during, and after the customer's requirements are met.

What is Customer Satisfaction? - Definition & Examples

2. What is Customer Satisfaction? - Definition & Examples

Customer satisfaction is essential for business success in today's marketplace. In this lesson, you'll learn what customer satisfaction is and be provided some examples. A short quiz follows the lesson.

Hospitality Industry: Customer Service & Guest Satisfaction

3. Hospitality Industry: Customer Service & Guest Satisfaction

This lesson discusses customer service and guest satisfaction in the hospitality industry. It also describes why they are important and how they impact the company's success.

Service Quality: Definition & Dimensions

4. Service Quality: Definition & Dimensions

What do you consider when you gauge the quality of the customer service you receive? Businesses must consider different aspects of service quality in order to meet and exceed customer expectations. This lesson will define service quality and explain its dimensions.

Setting & Exceeding Customer Expectations

5. Setting & Exceeding Customer Expectations

There are four key ways to set and exceed customer expectations. By following these recommendations, you can have loyal, happy clients who feel your business exceeds their expectations every time.

How Organizations Recover From Bad Service Experiences

6. How Organizations Recover From Bad Service Experiences

It is a known fact that people are more likely to talk about a bad service experience more than they are to talk about a good service experience. This is why every organization needs to have a plan to recover from bad service experiences.

Methods for Predicting Customer Needs

7. Methods for Predicting Customer Needs

A crucial part of running a successful business is determining and fulfilling customer needs. This lesson discusses the importance of being able to predict customer needs and providing methods for doing so.

Importance of Training in the Hospitality Industry

8. Importance of Training in the Hospitality Industry

This lesson discusses the importance of training in the hospitality industry. It also provides examples of how training benefits organizations in the hospitality industry.

Coaching in the Hospitality Industry

9. Coaching in the Hospitality Industry

This lesson discusses the importance of coaching in the hospitality industry and how manager-led coaching can improve customer service and team collaboration.

The Importance of Team Building in the Hospitality Industry

10. The Importance of Team Building in the Hospitality Industry

Team building is more important than ever in the hospitality industry. This lesson describes four types of teams and discusses why team building is important in the hospitality industry.

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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