MAKE IT A

GREAT DAY!!
EVERY GUEST ENCOUNTER IS AN
OPPORTUNITY TO DELIGHT – A
MOMENT OF MAGIC!!
The Mission…

“To provide


genuine
hospitality to
every guest at
every point”
What Is Genuine
Hospitality?

 DOING ORDINARY THINGS

EXTRAORDINARILY WELL
 GOING BEYOND WHAT’S EXPECTED
 ADDING VALUE
 BEING AT YOUR BEST…ALWAYS
 NEW WAYS TO DELIGHT
 TAKING CARE OF THE CUSTOMER
LIKE YOUR OWN FAMILY
WHAT IS OUR
STRENGTH?
YOU!!
 A GUEST WANTS
TO FEEL…?

 If you are a guest what

would you want?
 Every guest wants to
feel…
 Welcomed
 Recognized

 Important

 Special
Can our behaviors affect
the guest’s satisfaction
level?
How do we deliver our
promise of 100%
Guest Satisfaction?

We need to…
 Adopt a Positive Attitude.
 Positive Behaviors
 Acknowledge the Guest
 Welcome the Guest
 Use the Guest’s name
 Check for Guest satisfaction
 Thank the Guest
Acknowledge the Guest
 Use the 10/5 Rule
 If you are within 10 feet of a guest,
smile, nod or acknowledge them
using positive body language.
 If you are within 5 feet of a guest,
greet the guest by saying; “Hello.”,
“Good Morning”, “Good Evening” etc.
 Welcome the Guest
 When in person:
 Greet the guest using an appropriate
greeting, a smile, positive body language
and a positive tone of voice.
 When on the phone:
 Use our hotel’s standard greeting with in-
coming calls and a department specific
greeting with in-house calls.
 Always use an upbeat, positive tone of
voice!
Use the Guest’s Name
 Use the guest’s surname in your
conversations with them.
 Where appropriate, offer your
name to the guest.

Mr Smith Mrs Jain

Mr Arvind
 Check for Guest
Satisfaction

 At every opportunity, ask the guest

how they are enjoying their stay.
 If we don’t, we never know if the
guest is 100% satisfied with our
service.
Thank the Guest
 Thank the guest for staying with us
 Be sincere and genuine
 Invite them to return
 Caring doesn't cost money.
You can't buy it. It's just
there. You have to mean it;
your customers need to
hear it in your voice.
 It can't be faked.

 Simple. Inexpensive.

Memorable
So…
 SMILE
 GREET

 KEEP EYE CONTACT

 EXUDE CONFIDENCE

 DO NOT WAIT FOR GUEST

TO MAKE THE FIRST

CONTACT
 UNDERSTAND BODY

LANGUAGE
REMEMBER…
 First impressions are
lasting impressions

 You never get a second c

first impression
AND…
 Every guest should
leave saying ……
wow, it’s a great
hotel and most
importantly it has
fantastic people