A field survey to emphasize the training need of the the costumer relation for the food and beverage servise staff who work as an employee at the five-star city hotels in Istanbul city

The aim of this thesis is to identify the needs of the training about customer relationship of the food and beverage service personnel working in five star hotels ,to make a contribution into the tourism sector by making the integral recommendations for the training programs of the hotels. According to this aim, the maturity level of the food and beverage service staff in customer relationship has been analyzed, and to determine the differences in the needs of training between the personnel who have the different duties, different service time and different educational levels, and between the personnel who gain the education in customer relation to the personnel who do not.This survey prepared according to above purpose, was applied to 117 personnel at five-star hotels in Istanbul City. The results of the poll were analyzed by taking the advantage of SPSS 17.0. To test the reliability of the poll, coefficient alpha, the sample group's demographic characteristics according to the distribution frequency and percentage of descriptive statistics have been used, and for the customer relations training needs of the food and beverage service personnel, the arithmetic average and standard deviation statistics have been used. Moreover the customer relations training needs defining features were examined by depending on the exchange of the t-test and the methods of variance analysis.As a result of this research; it is concluded that the catering personnel working at the five star hotels is aware of the importance about the customer relationships, but their individual interest and their consciousness about special services are less than the quality of the service, health conditions and the level of the knowledge that they have. The waiter, busboy and trainees need to be educated about the individual interests of the customer relationship, about the information level importance of the subjects, catering and restaurant managers need to have education in terms of the health issues. Furthermore significant relationships has occurred between the needs of the customer relations training for the food & beverage service staff working in five star hotels to the defining features by statistically.Key Words: Customer relations, in-service training, hotel