Page 33 - اللغة الإنجليزية

English for Tourism & Hospitality by Prof. Adel AlSheikh 2020/2021

customers are likely to expect and want; this will help
to avoid conflict situations. The employee should go
out of their way to do this by asking questions and
really listening to the answers and making the
customer's stay the best possible experience they can
have. The golden rule when dealing with customers is
that the customer is always number one. The
customer is not there to interrupt your real work they
are your real work. If it wasn't for customers you would
not be employed in the hotel trade. The customer's
needs should take priority over all other work given to
you. Customers will revisit the hotels where they feel
the happiest and have the best experiences. Good
customer relations are far more important to a
successful hotel than any advertisements or image
building. Discourtesy, disrespect, indifference and slow
service will all leave a customer with negative feelings
and they will simple stay away from your hotel or worst
give it a bad reputation.

Part (1) Discussion questions:

1. Have you ever dealt with an angry or upset
customer? How did you do it?

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