Customer service manual

• Maria Doinski
• Alexs Aquino

• Joshua Miliano

• Reichel Diaz

Maslow's Hierarchy of needs hotels

This advertisment meets the basic physiological needs like food, beverages, wifi services, and gym.

You know a presentation is boring when you see that your audience is in a daze, no one has understood anything you’ve said.

Physiological

services, amenities and gratuities

free high-speed Wi-Fi.

essential beverages like water and sustenance.

a functioning washroom for proper hygiene.

a comfortable night’s sleep.

Physiological

This advertisment meets the basic safety needs like camera secutrity.

Safety

Staff training on safety and security so they can have more safety on the hotel.

personal data and credit card information is not willingly shared with third parties.

lobby as the security presence.

services, amenities and gratuities

guests should not be woken by rowdy people in the room next door.

Safety

This advertisment meets the basic love and belonging needs like communication and charity.

Social/love and belonging

Be part of charity/community programs

Welcome gifts or letter for new guests

operational line-staff positions like the bellhop, valet parking attendants, concierge and front desk clerks.

services, amenities and gratuities

Having employees to answer guests questions and concerns 24h

Social/love and belonging

This ad helps to meet the needs of the esteem level because it offers a experience of calm and peace so you can relax.

Esteem

Personalized interactions, know that you can't talk to some poeples the way you talk to other, be always respectfull.

food rears its magnificent head again as providing a fine dining experience.

staff should address guests by name when they pick up the in-room phone to call for restaurant reservations.

services, amenities and gratuities

separate check-in, upgraded amenities and additional onsite privileges.

Esteem

This ad helps to meet the needs of the self actualization level because it offers luxury ambients and experiences.

Self-Actualization

providing the recipe for a dish that the guest remarked as exceptional in the restaurant.

deliver a memorable experience as well as one that enriches a guest’s life in some meaningful way.

passing along some information about a hard-to-secure local activity.

services, amenities and gratuities

providing a sample of the dry rub the chef uses for the main course so visitors can better understand how individual ingredients contribute to a greater whole.

Self-Actualization

Thank you!