Graduate School UNY's education staff have the opportunity to learn more about Hospitality Management. The speakers are from Malaysia, Puan Zainora bint Mohd Isa and Puan Fatimah bint Jinal who were lecturers at the University of Melaka Universiti Islam (KUIM), Malaysia explained more about how to serve well and correctly and smiled.

Zainora explained that there were often complaints from consumers about the lack of hospitality and empathy provided by the front line of service. Yet by providing hospitality and empathy, each client will feel valued and have the desire to go back and shop again (repeating). In addition, complaints made by customers also make companies suffer losses, both directly and indirectly.

Direct loss, for example, is the bad name of the company / agency in the eyes of the community and the unwillingness of the community to return. This then has an effect on indirect losses, namely the decline in public interest both to become consumers and employees which results in company / agency productivity.

This is also agreed by Fatimah that the servant must be able to realize about the difficulties faced in providing the best service, as well as providing solutions and real improvements in service. As a waiter must be able to identify the level of customer satisfaction and carry out the actions needed to improve that level if deemed necessary. Participants understand how to place the integrity of service to customers, and to adjust to each customer's attributes. Fatimah also added that as a waiter must be able to identify and implement techniques in dealing with customers who are not satisfied, she concluded. (ant)

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