Beruflich Dokumente
Kultur Dokumente
Parts 1-4
Do you know?
1. The benefits of delivering quality service? 2. Six service expectations and how to meet them? 3. A five step process for delivering quality service to guests and co-workers? 4. A four step way to handle guest complaints? 5. Two things you can do consistently to improve service quality?
1. Meet or Exceed Guest Expectations 2. Delivering Quality Guest Service 3. Handling Guest Complaints 4. Improving Service Quality
Discussion questions
What do guests expect from the staff when they enter a business? Why is a good attitude important to guest service? How can you demonstrate the spirit of hospitality? How can you make guests a priority?
Video
Professional Appearance
Maintain a neat, professional, well groomed appearance.
Wear a clean, proper uniform
Friendliness
Smile Greet guests and co-workers enthusiastically and promptly Maintain consistent eye contact
Courtesy
Give guests and co-workers full, uninterrupted attention Treat guests and co-workers respectfully Call guest and co-workers by name
Empathy
Imagine how guests and co-workers see the situation Demonstrate Sensitivity to guests and coworkers feelings
Responsiveness
Wherever possible, take responsibility and act to satisfy guest and coworkers expectations yourself, rather than refer to management Ask if the person is satisfied with the solution
Flexibility
Treat each guest and co-worker as an individual Offer creative solutions to guests and coworkers needs
Additional Points
Increasing competition makes service an important element for success Quality service means meeting and exceeding guest expectations and creating a memorable experience Travelers expect quality service and deserve respectful treatment
More points
Look at service from the guests point of view Attitude shapes behavior. Your attitude or spirit is the key to providing excellent service Display the Spirit of Hospitality which is an attitude or commitment to provide the best service possible to guests
Discussion questions
What do guests expect from the staff when they enter a business? Why is a good attitude important to guest service? How can you demonstrate the spirit of hospitality? How can you make guests a priority?
Activity 1
Relate experiences in which you received excellent service. Describe what the person did that made the service excellent and how they made you feel?
Activity 2
Guest 1 A guest must check-out of her room, but must deal with her luggage before attending an on-site meeting
Guest 2 A guest is in town for important meetings. At breakfast he spills orange juice on his suit. He asks the restaurant server for a damp rag so he can try to clean the stain Guest 3 It is 8 oclock in the evening. A guest enters the lobby and asks for a specific restaurant (located four blocks away)
Discussion Questions
What are some ways to ask what a guest really wants? What does it mean to read a guest? Why is providing quality service so challenging sometimes? Why should you confirm your understanding of a guests needs before carrying out a request?
Video
1.Read the person by paying attention to what is said and how it is said. 2.Determine what the person needs. 3.Work together to find a solution. 4.Deliver the service. 5.Follow up to make sure the person is satisfied
Additional Points
Every guest has different expectations of what excellent service is, and each employee has a unique opportunity to anticipate and meet those expectations All good service starts with understanding what your guests want and expect
Discussion Questions
What are some ways to ask what a guest really wants? What does it mean to read a guest? Why is providing quality service so challenging sometimes? Why should you confirm your understanding of a guests needs before carrying out a request?
Activity
Determining what the guest wants
Guest 1 Your room is near the pool. Some children have been running back and forth through the halls and making a lot of noise, so you cant sleep. When you see an employee you ask if there are rules against unsupervised children playing in the pool area.
Discussion Questions
1. How can you demonstrate teamwork as you resolve guest complaints? 2. What is the best way to react when guests complain about problems? 3. What are some things you can do to calm angry or upset guests? 4. What does it mean if you take responsibility for a guests problem?
Video
Listen to the problem Apologize and offer solutions Fix the problem
There are four steps to effectively handle guest complaints.laughno, no sorry LAFF
Additional Points
Guests want a total quality experience, not isolated pockets of excellence. Work together as a team to resolve guest problems and deliver the best service possible Since service is not something guests can return or exchange, their only option is to complain
More points
Never blame guests for problems they report. If they dont complain to staff then they are probably complaining to customers (or potential customers) Nearly 95% of travelers will return to a property if a problem is resolved to their satisfaction. 35% will return after bad service, but most will spread the word about their bad service
Discussion Questions
1. How can you demonstrate teamwork as you resolve guest complaints? 2. What is the best way to react when guests complain about problems? 3. What are some things you can do to calm angry or upset guests? 4. What does it mean if you take responsibility for a guests problem?
Activity 1
Its all about Teamwork and Empathy
Which department/co-worker should be contacted when 1. A guest complains that although he used the Do Not Disturb sign, a room attendant knocked on the door and woke him up A guest complain that cable is out on the TV and hes missing the World Cup match. The guest complains that their room smells like smoke A meeting planner complains the Air Conditioning in the meeting room is broken
2.
3. 4.
Activity 2
Discussion Questions
How can employees be rewarded for showing guests the spirit of hospitality or quality service? Why should managers share guest feedback-good or bad- with employees
Video
Discussion Questions
How can employees be rewarded for showing guests the spirit of hospitality or quality service? Why should managers share guest feedback-good or bad- with employees
Activity
1. Share a short story about a time when you made a suggestion to a business (as a customer or staff) for an improvement to service that was accepted by the business. How did you feel when management implemented your idea?