Service Professional Training

By Austin

Austin’s Company Customer Service Management

Execution Engagement ExperienceE 3

=

* To create best in class Performance through our commitment to Associates and E3

Our Vision

Increase Customer Satisfaction

People don’t care How much you know, until they know how much you care!.

1.Customer First

Customer are the focus of everything we do. Our work must be done with our customer in mind.

2. Integrity

We demonstrate honesty, Integrity and morality in all our relationship. We do not take personal advantage or promote any actions contrary to ethical standard.

3. Ownership

We are empowered to resolve guest problems immediately. We pay close attention to details and we take responsibility in everything we do.

4. Leadership

Walk and talk lead by the example we must inspect what we expect.

5. Innovation

We craft inspired experience, we promote creativity and embrace technology.

6. Growth

We are committed to providing all employees with training and development on a continual basis, match with opportunities for personal growth enrichment and development.

7. Respect

We respect the Individual and the company assets. We work as team.

8. Profitability

We are committed to providing the company revenue and conduct ourselves with great financial awareness.

We achieve success using E-3

Experience

Engagement

Execution

ToolsBrand Voice

Standard

Execution

Tools = Brand Voice & Standards Brand Voice = The Combination of the tangibles &

intangibles that together create and communicate brand personality

Tangibles = F&B, Guest Room, Spa, Swimming Pool, Fitness Centre

Intangibles = Signature Service, Design Strategy, Atmosphere & Attitude

“Quietly Powerful”

The Brand Voice infuse everything the Company does, down to smallest details

Its our personality;

the souls of our brand;

the elevated experiences we promise to deliver.

Brand Voice

“It is important that we keep the brand voice consistent through all departments. By doing so, our guest will be able to identify what makes the company brand better then others.

Q: Why is important to uphold the

Customer standard?A :Our Guest

Because of Who our guest are it is important that they feel confident that you care about them and it can resolve the problems.

So, Who are

our Guest?

88 %

Males

The Accomplished

82% Married

87% College Educated

Now that we know who our guest are, we can

engage them in search way that shows our brand standard who they are and why they choose to stay with us.

Engage (Verb)1.To attract or please.2.To win over connect with.

Engage

Words

Body Language

How

Words7%

Tone of Voice38%

Body Language55%

Message Communicate

Words Tone of Voice Body Language

Acknowledge the Guest Present

We acknowledge from 10 foot steps

How?

By using Eye Contact

We Start to Greets them from 3 foot Steps

Good Morning Mr. Ian, How may I be of your service?

• Hi,• Yeah,• Sure,• Ok, • No Problem.

Average words & Phrases

• Absolutely,• Certainly,• How may I be of service,• Is there anything else that I can do to

assist you.

Connecting Words & Phrases

Words Your message is communicate through your words 7%And through your tone of voice 38% (Albert Mehrabian, Porfessor Emeritus of psychology UCLA

 

• Smile• Eye Contact Dos

• Pick• ScratchDont’s

Body Language55% of your message through is body languages (Albert Mehrabian, Porfessor Emeritus of psychology

Standard (Customer Standard) CS CS 1 : I use my guest name. I always respect my guest make them

feel at Home.

CS 2 : I never say “No”, I always go extra mile to delight and pamper my guest.

CS 3 : I respect my guest, my fellow colleague and our company. I treat everyone the way I like to be treated.

CS 4: I take responsibility to provide personal service, I always escort my guest.

CE 5 : I take pride in my appearance and working place. I always make great first impression.

Standard (Customer Standard) CS CS 6 : I am empowered to do the right things. I will act upon

opportunities to exceed my guest expectations and to leave them Inspired.

CS 7 : I make every journey through our hotel a discovery, I am responsible for keeping our hotel clean and creating a safe and accident-free environment.

CS 8 : I own and Immediately resolve my guest problem. I thank our guest for giving us an opportunity to improve our hotel service.

CS 9 : Working together is success. I always practice teamwork and provide lateral service.

Standard (Customer Standard) CS

CS 10 : There is always things to do better. I strive for it. I always think out of the box and share my ideas and creativity.

CS 11 : I have the opportunities to continuously learn and grow. I am maximizing my talents every day.

CS 12: I will conduct myself with honesty and integrity at all time. I respect the value differences.

CS 13: I have a part in maximizing our hotel revenue. I always reduce wastage, protect our company assets and increase our sales.

CS 14: I am passionate about our environment. I strive to protect our surrounding for next generation.

*When you encounter the guest with the

problems use the LEARN steps to guide you.

L

E

AR

N

Listen

Empathize

ApologizeReact

Notify

What is Learn Steps?

L=Listen (Give the guest full attention) E=Empathize (Put yourself in their shoes)

(Use empty statement) A=Apologize (be genuine) R=React (Fix the issue) N=Notify (Report to superior)

Give the guest full attention

Put yourself in their shoes (Use empty statement)

be genuine

Fix the issue

Notify (Report to superior)

*Handling the guest problems is not always pleasant, however, Keep in mind that each problem hold an opportunity to make that guest feel valued. guest feel valued.

How the problem is handled can have a serious impact on the guest satisfactions?

“The problem Experienced” Equal Dissatisfaction for our guest”

Happy90%

Unhappy10%

Guest Satisfaction Approximately 10% one out of ten MMGL guest will experience the problems during their stay.

Q: Can we still make them

happy? What can we do to recover?

A: There is only ONE way to restore the

guest’s confidence, if

He or She experience a problems…

We must go

Above and Beyond,

when we resolving the

problems.

A: By using the LEARN Method in

combination with the

MEND model we can:

Exceed guest Expectations & Create Lasting Memories.

Exper

ience

MEND

MEND Model Created by Dean Lindsay, is the perfect way to ensure our guest feel like they have been taking care of.

M

Message the relationship with the guest using solid communication

Here are Ten aspects of a solid communication plan:

1. Document and communicate the goals and strategy in simple words.  Repeat that message over and over again.  

2.Clearly define the individual responsibilities needed for implementing and executing the strategy. Provide a clear and detailed roadmap as guidance; otherwise the team may stray from the strategy.

4. Specify the milestones and the deadlines for achieving them.  Celebrate when each milestone is achieved.

5. Create a Gantt chart of the project and an org chart for team members.

6. Clearly identify the key performance indicators (KPIs) and map individual accountability to the execution of each deliverable.

7. Announce the methods used to measure progress. 

8. Give the team appropriate resources to execute the strategy – the right people, money, and tools.  Insufficient resources can hinder chances of success.

9. Acknowledge expected obstructions and make contingency plans to address them.  During the planning stages, recognize likely roadblocks so the team is prepared to handle them as needed.

10. Identify systems and processes for addressing further challenges as they come up.  Allocate general responsibilities for countering problems on a timely basis. Be prepared for further problems and account for flexibility in your plan.

E

Empathize with the guest

N

Never attack or become defensive

D

H

U

G

= Heartfelt

=Unexpected

=Gesture

Deliver H.U.G.s

Satisfaction

Quality of Stay

Unexpected Delighter

- Presentation of delighter drives high Satisfaction.

* Absence of delighter has no impact

Appropriate Delighter: Hugs

If the guest is presents

If the room is vacant

If the guest is presents

Evaluate the Scenario and offer the Delighter (HUG) the best suits The guest & The Situation

Are they on the

Business Trip? Are they golfing?

Are they with their spouse?

Does the guest have Children?

If the room is vacant: Leave the Chocolate and Apology

Note

Now Let’s put what we have learn into practice!

Now it’s time for

Why Role Play?

Break off into Group of 2

Use proper Body Language

Use Connecting Words with Phrases

Engage your Guest and go Above & Beyond

You will receive a scenario

Remember to:

The Ideal Guest Interaction

“Good Morning Mr. Brian

My name is Saw, I understand there is an issue with your_________.

(can you please clarify the issue further ?) = if only is necessary.

Knock on the door

Listen Empathize Apologize React Notify

Use Empty Statement

“I apologize for the inconvenience Mr. Brian. I appreciate your patience”

“I’ll be happy to take care of that right away Mr. Brian” Inform the guest

you have resolved the issue

Thank You

Guest

Service Professiona

l

“It’s my Pleasure. And again I am very sorry, Thank you for bringing this to our attention. Is there everything else in your room good working order? (use Hug if applicable) Please enjoy the

rest of the stay at our Hotel! If Maybe of further assistant to you, please let us know!”

Closing Thoughts

The Success of Company and all it’s brands has been build upon

exceptional customer service standards and guest satisfaction.