As an employer in the hospitality industry, you should consider some facts from
the Bureau of Labor Statistics:
- Employment in the restaurant industry is expected to reach a record 12 million workers
- It is expected that the highest growth rate in any occupation in the hospitality
industry will be food service and lodging managers.
- Hourly job occupations for the food service industry will see growth that will exceed
growth in all other industries.
- The pool of available labor for vacant hospitality jobs is lower than ever before.
In a growing market, with a shrinking labor pool, how can you select workers with
outstanding hospitality service characteristics and coach existing employees to
provide remarkable service?
Profiles Customer Service Profile - Hospitality™ measures the competencies and behavioral traits that foster great customer service – a hallmark of successful hospitality
businesses. It helps you identify candidates with superior customer service skills as well as train and coach existing employees to greater success.
The Customer Service Profile looks at six key behavioral traits important for customer service (conformity, flexibility, empathy, focus, trust and tact) as well as basic Proficiencies in Vocabulary and Mathematics. It also reports an individual’s perspective on serving the customer and how it aligns with your company’s perspective.
The reports include a Placement Report, Individual Report, Coaching Report, and the Company Perspective Comparison Report which compares your company’s perspective
on providing customer service with the perspective typically found for those in
the hospitality industry. The Placement Report also includes the Overall Job Match Percent for each applicant when they are matched with the Customer Service Job Match Pattern (or benchmark) for your business.
With this information you can select, coach and train your people to increase customer satisfaction, reduce complaints, build customer loyalty, increase visits and make significant gains in sales and profitability.