The Spirit of Hospitality

Parts 1-4

The Spirit of Hospitality

Aj Scott Michael Smith

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?

Topics for this seminar include;

1. Meet or Exceed Guest Expectations

2. Delivering Quality Guest Service

3. Handling Guest Complaints

4. Improving Service Quality

Meet or Exceed Guest Expectations

Expectation – Reality = Guest Satisfaction

1. Anticipate

2. Meet or exceed guests’ expectations

Discussion questionsDiscussion 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?

More discussion questionsMore discussion questions• Why 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?

Video

Professional AppearanceProfessional Appearance• Maintain a neat, professional, well groomed

appearance.

• Wear a clean, proper uniform

FriendlinessFriendliness

• Smile

• Greet guests and co-workers enthusiastically and promptly

• Maintain consistent eye contact

CourtesyCourtesy

• Give guests and co-workers full, uninterrupted attention

• Treat guests and co-workers respectfully

• Call 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 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 pointsMore 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

A few more pointsA few more points• Place 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 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?

More discussion questionsMore discussion questions• Why 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 2

Reach 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)

The Spirit of The Spirit of HospitalityHospitality

Part 2

Discussion QuestionsDiscussion 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?

More discussion questionsMore discussion questions

• Why 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 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

A few more pointsA few more points• The 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 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?

More discussion questionsMore discussion questions

• Why 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 What the Guest Wants (continued)(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

The Spirit of Hospitality

Part 3

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?

Video

There are four steps to effectively There are four steps to effectively handle guest complaints….laugh…handle guest complaints….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 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 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 1It’s all about Teamwork and EmpathyIt’s 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 smoke4. 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

The Spirit of Hospitality

Part 4

Improving Service Quality

Discussion QuestionsDiscussion 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

Improving Service QualityImproving Service Quality

Employees feel free to share their ideas for improving guest service:

Share feedback with the staff

Look for opportunities to improve service

Discussion QuestionsDiscussion 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

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?