Customer Relations

1. Rules for Handling Customers

-          Staff should be adequately trained in every aspect of customer management – from the receiving and seating of guests, to servicing their requests and dealing with complaints, as well as presenting them with their bills

-          It is the responsibility of those working within the hospitality industry to ensure as prompt service as possible – whether it is for responding to requests, providing information or delivering a product

-          The staff should do all that is within their capabilities to ensure that the guests are comfortable in the venue, and they are enjoying the experience.

• -          Staff should be friendly to their customers, making them feel respected and appreciated at all times – this is conveyed through body language like establishing eye contact and using language that is appropriate and polite
• -          While friendliness is expected, this can sometimes go too far - staff should not make themselves too familiar with guests as this can be seen as a lack of respect