Meaning of Hotel, Restaurant & Lodging Segment Possible Levels of Customer Expectations Customer Service

1. Hotel,Restaurant &
Lodging Segment
Prepared by: Group A Submitted To:
Angira Sapkota Narendra Shrestha
Rajkumar Adhikari (KIC MBA Coordinator)
Dhiraj Adhikari Under Purbanchal University
Romash Shrestha

2. Objective of Presentation
 Meaning of Hotel, Restaurant & Lodging Segment
 Possible Levels of Customer Expectations
 Customer Service
To explore

3. Meaning of Hotel,
Restaurant &
Lodging Segment

4. A commercial establishment providing lodging, meals, and
other guest services.
In general, to be called a hotel, an establishment must have a
minimum of six letting bedrooms, at least three of which must
have attached (unsuited) private bathroom facilities.
Although hotels are classified into 'Star' categories (1-Star to 5-
Star), there is no standard method of assigning these ratings,
and compliance with customary requirements is voluntary.
What is meaning of hotel?

5. A 1-Star hotel provides a limited range of amenities and services, but
adheres to a high standard of facility-wide cleanliness.
A 2-Star hotel provides good accommodation and better equipped
bedrooms, each with a telephone and attached private bathroom.
A 3-Star hotel has more spacious rooms and adds high-class
decorations and furnishings and color TV. It also offers one or
more bars or lounges.
A 4-Star hotel is much more comfortable and larger, and
provides excellent cuisine , room service, and other amenities.
A 5-Star hotel offers most luxurious premises widest range of guest
services, as well as swimming pool and sport and exercise facilities
Criteria For For Good Hotel are:

6. Restaurant is a business which prepares and serves food and
drinks to customers in exchange for money, either paid before
the meal, after the meal, or with an open account. Meals are
generally served and eaten on premises, but many restaurants
also offer take-out and food delivery services. Restaurants
vary greatly in appearance and offerings, including a wide
variety of the main chef's cuisines and service models.
What is Meaning of Restaurant ?

7. Lodging is a type of residential accommodation. People who
travel and stay away from home for more than a day need lodging for
sleep, rest, safety, shelter from cold temperatures or rain, storage of
luggage and access to common household functions .Lodgings may be
self-catering, in which case no food is provided, but cooking facilities
are available.
What is Meaning of Lodging?

8. Improve customer service
Yield management
Add new revenue sources
Brand the restaurant
Lease out food service
Renovate and upgrade
Try a new marketing approach
Enhance your technology
Revenue-Generating Strategies for Hotels
Business, Restaurant & Loding segment

9. Possible Levels of
Customer
Expectations

10. Possible Levels of Customer Expectations

11. Customer Service

12. Measuring service quality:
Service
Quality
Service
Quality
ReliabilityReliability
ResponsivenessResponsiveness
AssuranceAssurance
EmpathyEmpathy
TangiblesTangibles

13. Providing service as
promised
Dependability in handling
customers’ service
problems
Performing services right
the first time
Providing services at the
promised time
Maintaining error-free
records
RELIABILITY
Giving customers individual
attention
Employees who deal with
customers in a caring fashion
Having the customer’s best
interest at heart
Employees who understand
the needs of their customers
Convenient business hours
EMPATHY
The Five Dimensions of Service Quality in Hotel
Business, Restaurant & Lodging Segment

14. RESPONSIVENESS
Keeping customers informed as
to when services will be
performed
Prompt service to customers
Willingness to help customers
Readiness to respond to
customers’ requests
TANGIBLES
Modern equipment
Visually appealing facilities
Employees who have a neat,
professional appearance
Visually appealing materials
associated with the service
ASSURANCE
Employees who instill confidence in customers
Making customers feel safe in their transactions
Employees who are consistently courteous
Employees who have the knowledge to answer customer
questions

15. Getting Customer Feedback.
Follow up with customers after service.
Offer usability tests.
Monitor your social media presence.
Incentivize the feedback process.
Use analytics data for online business.
Outsource your feedback needs to a competent third party.
Show customers that their feedback matters.
The different set to measure Customer
Satisfaction :

16. Finally, The Hotel, Restaurant & Lodging Industry have
high chances to earn profit if they focus on Service, Quality
& Customer Expectation.
The Core motto of Service industry is to Satisfy their
Customers Need.