Week 1 - Supervising Customer Service in Hospitality: The Role of Managers and Supervisors

Unit 2:  Principles of Supervising Customer Service Performance in Hospitality

Introduction


Amy Brown
Week 1
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HospitalityFurther Education (Key Stage 5)

This lesson contains 23 slides, with interactive quizzes and text slides.

Items in this lesson

Unit 2:  Principles of Supervising Customer Service Performance in Hospitality

Introduction


Amy Brown
Week 1

Slide 1 - Slide

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Learning Objective
At the end of the lesson you will 
  • Appreciate the principles of supervising customer service in hospitality, leisure, travel, and tourism 
  • Recognise the importance of the role of supervisors and managers in providing excellent customer service for both customers and colleagues.

Slide 2 - Slide

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From your own experience:
What makes a good supervisor or manager?

Slide 3 - Mind map

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From your own experience:
What makes a bad supervisor or manager?

Slide 4 - Mind map

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In your own opinion:
How might a supervisor or manager in a hospitality business effect the delivery of customer service from a team?

Slide 5 - Mind map

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Definition of Supervisors and Managers
Supervisors and managers are individuals who oversee and direct the work of employees in an organisation. In the context of customer service in the hospitality industry, they play a crucial role in ensuring customer satisfaction and maintaining positive relationships with colleagues.

Slide 6 - Slide

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Importance of Customer Service
Customer service is the provision of assistance, support, and solutions to customers before, during, and after their interactions with a company. 

It is vital in the hospitality industry as it directly impacts customer satisfaction, loyalty, and the overall reputation of the business.

Slide 7 - Slide

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Customer Service for Customers
Supervisors and managers play a crucial role in ensuring exceptional customer service. 

They set service standards, train staff, monitor customer interactions, handle complaints, and make necessary improvements to enhance the overall customer experience.

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Customer Service for Colleagues
Supervisors and managers are also responsible for fostering a positive work environment and supporting their colleagues. 

They provide guidance, address concerns, recognise achievements, and promote teamwork, which ultimately leads to better customer service.

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Effective Communication
Effective communication is key in customer service. 

Supervisors and managers need to communicate clearly, listen actively, and provide constructive feedback to both customers and colleagues. 
This ensures understanding, resolves issues, and builds positive relationships.

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Leading by Example
Supervisors and managers should lead by example by demonstrating exemplary customer service skills. 

When they prioritise customer satisfaction and show respect, empathy, and professionalism, it sets the standard for the entire team.

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Empowering Employees
Supervisors and managers empower their employees to make decisions and solve customer issues. 

By providing the necessary training, resources, and support, they enable their team members to handle customer service situations independently and effectively.

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Monitoring and Feedback
Supervisors and managers continuously monitor customer service interactions and provide feedback to their team members. 

This helps identify areas for improvement, address performance gaps, and ensure consistent delivery of high-quality customer service.

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Conflict Resolution
Supervisors and managers are responsible for handling customer complaints and conflicts. They should remain calm, listen attentively, find suitable solutions, and ensure customer satisfaction. 

Resolving conflicts promptly and professionally is vital for maintaining positive customer relationships.

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Team Building and Training
Supervisors and managers focus on building strong teams through effective training and development programs. 

They identify individual strengths, provide ongoing training opportunities, and foster a culture of continuous improvement to enhance customer service performance.

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Summary
Supervisors and managers play a vital role in customer service within the hospitality industry. They ensure exceptional service for customers, support colleagues, communicate effectively, lead by example, empower employees, monitor performance, resolve conflicts, and build strong teams through training and development.

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Discussion and Reflection
What are some specific challenges supervisors and managers may face in providing excellent customer service? Discuss and reflect on the lessons learned.

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Slide 20 - Slide

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Write down 3 things you learned in this lesson.

Slide 21 - Open question

Have students enter three things they learned in this lesson. With this they can indicate their own learning efficiency of this lesson.
Write down 2 things you want to know more about.

Slide 22 - Open question

Here, students enter two things they would like to know more about. This not only increases involvement, but also gives them more ownership.
Ask 1 question about something you haven't quite understood yet.

Slide 23 - Open question

The students indicate here (in question form) with which part of the material they still have difficulty. For the teacher, this not only provides insight into the extent to which the students understand/master the material, but also a good starting point for the next lesson.