Lion from Japan

          The first thing that changed my perception of customer service after taking this class was the front desk service. I had always thought of front desk service as nothing more than taking reservations for guests and answering the hotel's internal phone lines. In the class, we had to role-play what to do when a guest asks for directions. I thought I gave detailed directions, such as "go out the door and turn left," but the teacher said it was difficult to understand. I was then instructed to use east, west, south, and north for directions. I learned that it is important to give specific directions, such as "go out the door on the south side," or "go toward the east. I also learned how to use language: hello is not appropriate for the front desk, and good morning and good afternoon are better. I am also told to use "I understand" instead of "ok. I thought that the most important thing in customer service is the use of language. I came t...

                                The hospitality industry I would like to work in the future is the airline industry. I would like to work as a ground handler or flight attendant at an airport. In this industry, I can use what I learned in front desk service. In front desk service I learned about task management and customer service. At the front desk you have to do a lot of tasks. In other words, we are managing and running the hotel. You also have to coordinate with other staff members. Various information needs to be shared, such as a guest with a disability who needs assistance, or a guest who wants room service. Airport ground attendants work the same way as hotel front desks. They prepare seats on the plane on which the customer will appear and process the delivery of luggage to its destination. They also arrange for trolleys and wheelchairs upon the customer's request. In fact, while I w...

    In reviewing MacDonald's reviews, we found some bad reviews about customer service. First of all, even though this is a fast-food restaurant, the serving time sometimes exceeded 30 minutes, and the customer did not receive an adequate apology because they were busy. One of the advantages of fast-food restaurants is that customers can receive their products quickly; making customers wait 30 minutes is problematic and must be improved. The most important thing in customer service is to treat customers with integrity. 　     The textbook is written that “Some of the most common barriers to excellent customer service are Laziness, Poor communication skills, Poor time management, Attitude, Moodiness, Lack of adequate training, Inability to handle stress, Insufficient authority, Serving customers on autopilot, Inadequate staffing”. If you have caused a 30-minute delay, you need to explain politely and apologize. If the customer is angry, you need to be more creative i...

 

          The successes and weaknesses of Sheraton Hotel Vancouver Airport will be determined based on the review ratings. The success story is the hotel's location. This hotel is very close to the airport and is often used by guests traveling through the airport. The hotel has a free shuttle bus service to the airport, which is very easy to use. In addition, one person wrote in his post that the shuttle bus left earlier than scheduled and he could not get on it, but the staff nearby arranged a cab and even gave him a free ticket without the customer having to say anything. By looking around like this and responding quickly and politely to customer problems, the customer's satisfaction will increase and they will decide to use this hotel again.           The weaknesses point of this hotel is that the customers' expectations are higher than expected due to the title of 4-star hotel. Because of the high expectations, if the lobby...

                             My real experience happened at an airport in Japan when I was heading to Canada to study abroad. The plan was to fly from my local airport to Narita airport what is a larger airport in Tokyo, and then from the Tokyo airport to the Vancouver airport. However, the weather was very bad that day and the plane was delayed due to heavy rain and thunder. I had to go to Narita Airport, and I was very impatient. The plane that was supposed to depart was more than an hour behind schedule, but there was no announcement other than the information that it was delayed. Since I had no idea why the flight was delayed or at what time it was scheduled to depart, the passengers who were waiting for the flight were very upset, and there were many complaints. In this situation, it is important to share information. By sharing information not only with airport staff but also with passengers,...