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 Service Standards
 Guest Conflict Resolution

 Empowerment

 Diversity Awareness

 International Guests

 Management’s Role in Guest Service

Guest satisfaction is crucial in
 maintaining loyalty.
 Guest loyalty ensures repeat
Service Standards

 Guest service is paramount to hotel
 Guest interaction defines guest
Verbal Means

 Verbal communication allows for
  gaining insight into a guest
 The most important verbal tools in

  ensuring guest satisfaction are
  perhaps the simplest
The basic rules for verbal
communication are:

   Use  an appropriate greeting
   Personalize the conversation (use
    the guest’s name)
   Thank the guest
Verbal Means (Cont…)
   Use an appropriate greeting: employees should greet every
    guest appropriately whether in person or over the phone.
   They should identify the time of day: “Good
   When greeting a guest over the phone, an employee should
    also include their name and department: “Good morning, front
    desk, this is John, how may I help you?” This reassures the guest
    that they have reached the appropriate department
Verbal Means (Cont…)
   Personalize the conversation: this helps to set a relaxed tone in
    the conversation, however using an appropriate title (i.e., Mr.
    or Ms.) is important
   During check-in or checkout, the guest account will let the
    employee know the guest’s name
   Many phone systems will identify the guest’s name and room
    number, as will many PMS systems
   Guests greeted by name are subtly reminded that the hotel
    values their business
Verbal Means (Cont…)
   Thank the guest: thanking the guest in a sincere manner is also
    very important

   Employees may conduct a variety of guest services in a day,
    and each of these transaction should be completed with a
    “thank you”

   Thanking a guest for staying at a hotel also implies that the
    hotel appreciates their business
Verbal Means (Cont…)
   Listening: this is the only way a receiver can hear the message
    that the transmitter is sending, so employees can listen for
    subtle hints and signals a guest gives out during communication

   The employee creates a comfort level when they listen, and
    letting the guest initiate the tone of the conversation also puts
    him/her at ease
Verbal Means (Cont…)
   Failure to listen properly can cause problems

   The seven common listening errors are:
       Failure to concentrate
       Listening too hard
       “Jumping the gun”
       Lagging behind the conversation
       Focusing too much on delivery or appearance
       Omitting
       Adding
Visual Means

 Communicating visually is as important as
  communicating verbally, as visual
  communication can reinforce what is being
  said verbally
 The complete delivery of guest service

  can be accomplished by incorporating
  both means
The rules for effective visual
communication are:

  Communicate  with a smile
  Be aware of body language
  Observe the grooming standards
Visual Means (Cont…)
   Communicate with a smile: a genuine smile that accompanies a
    greeting or thank you reinforces the message
   Smiling at guests helps create a comfortable atmosphere

   Be aware of body language: observing guest body language
    is like listening with eyes, it can give the employee clues on how
    to communicate with the guest
Visual Means (Cont…)
   Common body language signals include the following:
       Crossed arms may indicate a defensive posture
       A guest who leans across the front desk during conversation may be
       Strong and consistent eye contact may indicate confidence
       Strong firm handshakes may also indicate confidence
       Red eyes may indicate fatigue
Visual Means (Cont…)
   Observe appropriate grooming standards: hotel employees
    are viewed as an extension of the hotel so a guest’s perception
    of an employee can contribute to the guest’s overall
    perception of the hotel

   The first and often most long lasting perception a guest makes
    on an employee is the employee’s appearance, so most hotels
    have instituted grooming standards
Guest Service Management
 The guest service philosophy of a hotel
  should be communicated consistently
 This communication should begin with the
  first day of employee orientation where
  all new employees should be given the
  hotel’s service philosophy
Guest Service Management (Cont...)

 Guest service training continues beyond
  orientation and introduction of the service
  mission statement, and should be constant
 Larger hotel chains have complete
  divisions at a corporate level dedicated
  to creating and implementing guest
  service programs
Motivating for Guest Service
   Motivating employees to embody the service mission statement
    in their day-to-day duties helps ensure guest satisfaction
   A good way to motivate is through guest feedback, and most
    hotels have some version of a comment card in the guest rooms
   These cards encourage guests to rate and/or rank the services
    received during his/her stay
   They also solicit the names of employees that have impacted
    the guest’s stay
Motivating for Guest Service (Cont..)

   Employees or departments that are mentioned should be
    rewarded or recognized in some way

   The employees can be proud of these rewards and a healthy
    competition can ensue to see which employees can get the most

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