This guide is intended to help persons employed in the hotel and catering industry to improve their customer relations skills. The following topics are discussed: the importance of customers and good customer relations in the hospitality industry; what customers want; what employees in hospitality occupations can give customers; and importance of seeing things from the customer's point of view; the importance of first impressions--appearance, posture, and expression; greetings and offers of help; ways of finding out what customers want; the importance of making the effort to offer more than is requested; strategies for dealing with difficult and happy customers; the importance of knowing the answers to questions commonly asked by customers; the importance of getting things right; ways of dealing with snags and hitches; techniques for recognizing when customers are dissatisfied; and procedures for coping with customers' complaints. (MN)