Post on 29-Mar-2016
description
Parts 1-4
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?
Topics for this seminar include;
1. Meet or Exceed Guest Expectations2. Delivering Quality Guest Service3. Handling Guest Complaints4. Improving Service Quality
Meet or Exceed Guest Expectations
Expectation – Reality = Guest Satisfaction
1. Anticipate2. Meet or exceed guests’ expectations
Discussion questionsDiscussion questionsWhat 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?
More discussion questionsMore discussion questionsWhy does using a guests name make such a
good impression with guests?How do guests benefit when you display a
good attitude? How does the business benefit? How do you benefit?
How does paying attention to guests help you serve them better?
What is the difference between good service and excellent service (The spirit of hospitality)?
What are guest expectations (6) and how do we satisfy them?
Professional AppearanceProfessional AppearanceMaintain a neat, professional, well groomed appearance.
Wear a clean, proper uniform
FriendlinessFriendliness
SmileGreet guests and co-workers
enthusiastically and promptlyMaintain consistent eye contact
CourtesyCourtesy
Give guests and co-workers full, uninterrupted attention
Treat guests and co-workers respectfullyCall guest and co-workers by name
EmpathyEmpathy
Imagine how guests and co-workers see the situation
Demonstrate Sensitivity to guests’ and coworkers’ feelings
ResponsivenessResponsiveness
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
FlexibilityFlexibility
Treat each guest and co-worker as an individual
Offer creative solutions to guests and co-workers needs
Additional PointsAdditional PointsIncreasing competition makes service an
important element for successQuality service means meeting and exceeding
guest expectations and creating a memorable experience
Travelers expect quality service and deserve respectful treatment
More pointsMore pointsLook at service from the guests point of viewAttitude 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
A few more pointsA few more pointsPlace your guests’ needs ahead of your own.
Fill requests promptly according to their schedule, not yours
Reach beyond guest expectations and surprise guests with something extra
Few guests complain that you are overdoing it if you provide them with what they really want
Discussion questionsDiscussion questionsWhat 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?
More discussion questionsMore discussion questionsWhy does using a guests name make such a
good impression with guests?How do guests benefit when you display a
good attitude? How does the business benefit? How do you benefit?
How does paying attention to guests help you serve them better?
What is the difference between good service and excellent service (The spirit of hospitality)?
Activity 1Activity 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 2Activity 2Reach Out to the GuestReach Out to the Guest
How would you display the ‘Spirit of Hospitality’
and, not only meet, but exceed guest expectations?
Guest 1 A guest must check-out of her room,
but must deal with her luggage before attending an on-site meeting
Guest 2A 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 o’clock in the evening. A guest enters the lobby and asks for a specific restaurant (located four blocks away)
Discussion QuestionsDiscussion QuestionsWhat 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?
More discussion questionsMore discussion questionsWhy should you follow up with a guest after
providing a service or solving a problem?Why is it important to treat co-workers the
same way you treat guests?Teamwork is important to delivering guest
service. What can you do to work better with your co-workers?
Video
Delivering Quality Guest ServiceDelivering Quality Guest ServiceThere are five steps that will help you deliver quality guest service to guests and co-workers;
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 PointsAdditional PointsEvery 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
A few more pointsA few more pointsThe easiest and most effective way to find out
what a guest wants???? ASK!Get the guest talking, ask questions
Fill guests request immediately, or when they want something done
Make guests feel as if they are your priority
Discussion QuestionsDiscussion QuestionsWhat 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?
More discussion questionsMore discussion questionsWhy should you follow up with a guest after
providing a service or solving a problem?Why is it important to treat co-workers the
same way you treat guests?Teamwork is important to delivering guest
service. What can you do to work better with your co-workers?
ActivityActivity Determining what the guest wantsDetermining 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 can’t sleep. When you see an employee you ask if there are rules against unsupervised children playing in the pool area.
What the Guest Wants (continued)What the Guest Wants (continued)Guest 2 You have brought your family on your
business trip. They’ve stayed at the property while you’ve been busy, but now you would like to take them out to see the area. You don’t know the area so you ask an employee if there is an shopping mall nearby.
Activity 2Activity 2Determining Guest NeedsDetermining Guest Needs
Anticipate and list the potential needs from the groups below:
1. Families with small children2. Honeymooning couple3. Guest with disabilities4. Seniors5. Women traveling alone
Discussion QuestionsDiscussion 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?
There are four steps to effectively handle There are four steps to effectively handle guest complaintsguest complaints…….laugh.laugh……no, no sorry LAFFno, no sorry LAFF
Listen to the problem
Apologize and offer solutions
Fix the problem
Follow up to ensure guest satisfaction
Additional PointsAdditional PointsGuests 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 pointsMore points
Never blame guests for problems they report. If they don’t 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 QuestionsDiscussion 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 1Activity 1ItIt’’s all about Teamwork and Empathys 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
2. A guest complain that cable is out on the TV and he’s missing the World Cup match.
3. The guest complains that their room smells like smoke
4. A meeting planner complains the Air Conditioning in the meeting room is broken
How would you show Empathy?
Activity 2Working together to resolveWorking together to resolve the guests problemsthe guests problems
Write a common guest problem on a piece of paper…wait for further instructions
Improving Service Quality
Discussion QuestionsDiscussion QuestionsHow 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
Improving Service QualityImproving Service QualityEmployees feel free to share their ideas for
improving guest service:
Share feedback with the staff
Look for opportunities to improve service
Discussion QuestionsDiscussion QuestionsHow 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
ActivityActivity1. 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?