Transcript Guest Service

GUEST SERVICE
Contents
Service Standards
 Guest Conflict Resolution
 Empowerment
 Diversity Awareness
 International Guests
 Management’s Role in Guest Service
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Introduction
Guest satisfaction is crucial in
maintaining loyalty.
 Guest loyalty ensures repeat
business.
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Service Standards
Guest service is paramount to hotel
success
 Guest interaction defines guest
service
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Verbal Means
Verbal communication allows for
gaining insight into a guest
 The most important verbal tools in
ensuring guest satisfaction are
perhaps the simplest
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The basic rules for verbal
communication are:
Use
an appropriate greeting
Personalize the conversation (use
the guest’s name)
Thank the guest
Listen
Verbal Means (Cont…)
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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
morning/afternoon/evening”.
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…)
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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…)
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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…)
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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…)
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Failure to listen properly can cause problems
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The seven common listening errors are:
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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
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The rules for effective visual
communication are:
Communicate
with a smile
Be aware of body language
Observe the grooming standards
Visual Means (Cont…)
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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…)
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Common body language signals include the following:
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Crossed arms may indicate a defensive posture
A guest who leans across the front desk during conversation may be
aggressive
Strong and consistent eye contact may indicate confidence
Strong firm handshakes may also indicate confidence
Red eyes may indicate fatigue
Visual Means (Cont…)
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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
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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
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Motivating for Guest Service
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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..)
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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
rewards