Enhancing Quality Guest Services
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Transcript of Enhancing Quality Guest Services
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Welcome to Baguio City!
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Enhancing QualityGuest Services
University of BaguioSchool of International Hospitality and ourism
anagementBy" Isagani #$ %addit
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PROFILEPROFILE
Diploma in Acctg (Sydney, Australia)Diploma in Acctg (Sydney, Australia)
BS R! ("B)BS R! ("B)
! Business Admin ("B)! Business Admin ("B)
P#D !gmt candidate ("$)P#D !gmt candidate ("$)
Former Assistant !anager % $amp &o#n ayFormer Assistant !anager % $amp &o#n ay
!anor!anor
Former Dean, $ollege o' R! and ourism,Former Dean, $ollege o' R! and ourism,
"$"$
Board o' Director % otel Rest* Assoc* o'Board o' Director % otel Rest* Assoc* o'
Baguio (RAB)Baguio (RAB)
Board o' Director % Baguio ourism $ouncilBoard o' Director % Baguio ourism $ouncil
Past President Region + and $AR % $OREPPast President Region + and $AR % $OREP
Isagani A* PadditIsagani A* Paddit
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$ompany
En#ancing uality -uestSer.ices
/ISIO01!ISSIO0Sets Purpose and Direction
POLI$IES PRO$ED"RESOrganizing the House
SER/I$E !ILEA-ETowards Service Excellence
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&ision
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ission
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'If employees (no) )hat their company stands for* Ifthey (no) )hat standards they are to uphold* thenthey )ill more li(ely ma(e decisions that )ill supportthose standards$ hey are also more li(ely to feel as ifthey are important part of the organi+ation$hey aremotivated ,ecause life in the company has meaningfor them$-
. /ohn a0)ell
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1eys o)ards Enhancing QualityServices
I$ he '%aradigm of the %resent-
II$ a(ing %eople 2eel Welcome
III$ he Importance of Customers
I&$ Handling Complaints
&$ 34U can ma(e the Diference
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I$ he '%aradigm of the%resent-
5et go of your past
6eprogramming your mental computer
Enlarge your vision
Choose to ,e happy
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II a(ing %eople 2eelWelcome
he 6ight #ttitude
BELIEFS
and
!E0AL
DISPOSIIO0
FEELI0-S
1 Li2e
. Disli2e
A$IO0S
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What is in 3our Control7
8 4HE6 %E4%5E
. Boss
. Sta9
. Customers
. %eers
8 IE
8 46G#:I;#I4:
34U6SE52
8Belief
8#ttitudes
82eelings
8Behavior
C#:
C4:645
Canuence?
. #ttitude ma(es a di9erence!
. It
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#ttitude ,y Charles S)indall
' I am convinced that life is @A of )hat happens tome and A is ho) I react to it$ #nd so it is )ithyouD )e are in charge of our attitudes$-
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enu Choices for the ay
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III$ he Importance ofCustomers
y Internal Customers
. Boss F Superiors F Supervisors
. Co.employees
y E0ternal Customers
. Guests
. %u,lics
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Who is a Customer7
# customer is$$
not an interruption of our )or(
not an outsider to our organi+ation
not a cold statistic not someone to argue or match )its )ith
a person )ho ,rings us their )ants
the most important person in the organi+ation
the life,lood of the service industry
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I&$ Handling Complaints
ypes of Complaints
ypes of Complaining Customers
2rame)or( for Handling Complaints
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ypes of Complaints
echanical
#ttitudinal
Service.related
Unusual
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ypes of ComplainingCustomers
#ggressive Constructive %assive
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2rame)or( for HandlingComplaints
#$ ealing )ith 2eelings
@$ 5isten
$ #ccept their feelings
B$ ealing )ith the %ro,lem
$ Clarify the complaint
$ a(e action
J$ 6efer the complaintK$ Be cheerful and helpful
C$ 2ollo) Up
L$ 2ollo) up the complaint
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Handling Complaints
Complaints alert us to areas needingimprovements
It is cheaper to resolve a pro,lem than see( ane) customer
E9ectively handled complaint distinguishes youand )ins you loyal customers$
'Handling complaints distinguishes the really greatpersonfrom the person )ho is merely adequate-
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34U can ma(e thei9erence
2irst Impressions
Improving 2irst Impressions
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ips on Improving 2irstImpressions
Well.groomed each and everyday
#l)ays greet customers
1eep your )or( space and entrance clean andtidy
Carry yourself )ith pride
reat your co.)or(ers politely
Smile* and smile sincerely!
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#ction %lan
#e $urrentSituation
"nderstand
and analy3e4y5
6#at7
6#o7
6#en7
6#ere7
o87
6#y7
9Bridging t#e-ap:
8Identi'y
possi4lesolutions,actions toaddress t#ecauses o' t#esituation*
8Prioriti3e,de.elop actionplan
IdealSituation
8Identi'y4e#a.ioralindicatorst#at s#ould 4epracticed*
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%ledge of Commitment #s an individual* I )ill
@$ Start doingD
$ Continue doingD$
$ Stop doingD$
#s a supervisorFanager* I )ill
@$ Start doingD
$ Continue doing$$
$ Stop doingD
MMMMMMMMMMMMMMMM MMMMMMMMMMMM
:ame and Signature ate
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.E:.
han( you very much$$
Isagani #$%addit
%rogram Chair* H6