In the context of service, who are considered internal customers?

Internal customers in the context of service are primarily those individuals within an organization who rely on one another to deliver a seamless service experience. This group typically includes employees who work in the front of the house, such as those in direct contact with guests—like receptionists, servers, and concierges. These employees are essential to the service delivery process, as they not only serve guests but also depend on support from other staff or departments to perform their roles effectively. Their interactions and collaboration are crucial for maintaining quality service and operational efficiency.

Front-of-house employees work closely with each other and internal departments—like kitchen staff or housekeeping—to ensure that guest needs are met promptly and satisfactorily. By understanding the internal customer dynamic, organizations can foster a team-oriented environment that enhances overall service delivery and improves guest experiences.