CONSTRUCTIVECOMMUNICATIONSPRESENTS…
)
PERCEPTION IS THEONLY “TRUTH” THAT    MATTERS
EXPECTATIONS
1412108                                                             Serie 36                                              ...
THEY EXPERIENCE A GAP BETWEEN REALITY AND THEIR                  EXPECTATIONS  ANTICIPATE A GAP BETWEEN REALITY AND THEIR ...
INDIFFERENT                       UNAPPRECIATEDCYNICAL                            INSECURE           RESENTFUL
#1…MEET THEIR EXPECTATIONS. DOING SO ESTABLISHES TRUST RE-ESTABLISHES TRUST WHERE IT WAS LOST
KEYS TO SUCCESS
WHERE IT IS            WHAT IT OFFERS WHAT TIME IT OPENS AND CLOSES                            WHO WORKS THERE      KNOWIN...
ALL EYES ON THE LOBBY. BE AWARE OF ANYBODY ENTERING THE AREA. ACKNOWLEDGE WITH A SMILE OR GREETING…OR BOTH!!AS GUEST APPRO...
ACKNOWLEDGE THE PERSON WAITINGTO BE ASSISTEDLET THEM KNOW IN THE WARMESTMANNER POSSIBLE, YOU OR SOMEBODYWILL BE WITH THEM ...
IN THREE RINGSGREET THE CALLER ANDDETERMINE THEIR NEEDS!!MAKE SURE SOMEBODY IS AVAILABLEBEFORE TRANSFERRING THE CALL
TREAT EACH PERSON AS YOU WOULD   WANT TO BE TREATED (THE GOLDEN   RULE: IT IS EVEN MENTIONED IN THE   BIBLE)       RECOGNI...
BE EMPATHETIC AND AN UPSET GUEST…                          HELPFULA GUEST WITH A STORY TO   BE A GREAT LISTENERTELL...GUES...
BE UP-FRONT ABOUT YOUR         AUTHORITY…WITHOUT MAKING IT         SOUND LIKE AN EXCUSE!!                                 ...
REMEMBER….
NOT SURE WHO IS RESPONSIBLE FORTAKING CARE OF THAT “DIFFICULT”GUEST….? JUST TAKE A LOOK!
THE FRONT OF THE HOUSE GUESTCONTACT STAFF PROVIDED SUCHGREAT SERVICE THAT ANOTHERWISE INDIFFERENT GUESTPOSTED A POSITIVE O...
Diff gsts easy
Diff gsts easy
Diff gsts easy
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Diff gsts easy

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Transcript of "Diff gsts easy"

  1. 1. CONSTRUCTIVECOMMUNICATIONSPRESENTS…
  2. 2. )
  3. 3. PERCEPTION IS THEONLY “TRUTH” THAT MATTERS
  4. 4. EXPECTATIONS
  5. 5. 1412108 Serie 36 Serie 2 Serie 1420 Categoría 1 Categoría 2 Categoría 3 Categoría 4
  6. 6. THEY EXPERIENCE A GAP BETWEEN REALITY AND THEIR EXPECTATIONS ANTICIPATE A GAP BETWEEN REALITY AND THEIR EXPECTATIONSTHEY PERCIEVE AN INABILITY OR UNWILLINGNESS TO MEET THEIR EXPECTATIONS
  7. 7. INDIFFERENT UNAPPRECIATEDCYNICAL INSECURE RESENTFUL
  8. 8. #1…MEET THEIR EXPECTATIONS. DOING SO ESTABLISHES TRUST RE-ESTABLISHES TRUST WHERE IT WAS LOST
  9. 9. KEYS TO SUCCESS
  10. 10. WHERE IT IS WHAT IT OFFERS WHAT TIME IT OPENS AND CLOSES WHO WORKS THERE KNOWING THE HOTEL WELL WILL INSTILL CONFIDENCE IN THE GUEST REGARDING OUR ABILITY TO SERVE THEM. NOT KNOWING CAN CAUSE GUESTS TO WASTE VALUABLE TIME
  11. 11. ALL EYES ON THE LOBBY. BE AWARE OF ANYBODY ENTERING THE AREA. ACKNOWLEDGE WITH A SMILE OR GREETING…OR BOTH!!AS GUEST APPROACHES…POSTPONE OTHER CONVERSATIONS USE ENGLISH WITH CO- ACKNOWLEDGE THAT WORKERS WHENEVER GUEST IS APPROACHING POSSIBLE IN GUEST’S FOR ASSISTANCE AND/OR PRESENCE IF THEY SPEAK INFORMATION ENGLISH
  12. 12. ACKNOWLEDGE THE PERSON WAITINGTO BE ASSISTEDLET THEM KNOW IN THE WARMESTMANNER POSSIBLE, YOU OR SOMEBODYWILL BE WITH THEM SHORTLY TO ASSISTTHEM. ASK BRIEFLY WHAT THEY NEED;PERHAPS A CONCIERGE CAN ASSIST THEMAS WELL
  13. 13. IN THREE RINGSGREET THE CALLER ANDDETERMINE THEIR NEEDS!!MAKE SURE SOMEBODY IS AVAILABLEBEFORE TRANSFERRING THE CALL
  14. 14. TREAT EACH PERSON AS YOU WOULD WANT TO BE TREATED (THE GOLDEN RULE: IT IS EVEN MENTIONED IN THE BIBLE) RECOGNIZING THE OTHER AS A HUMAN BEING RATHER THAN A TASKUSE THEIR NAME…WHENEVER POSSIBLE!!!
  15. 15. BE EMPATHETIC AND AN UPSET GUEST… HELPFULA GUEST WITH A STORY TO BE A GREAT LISTENERTELL...GUEST IN A HURRY… ACCELERATE!!!
  16. 16. BE UP-FRONT ABOUT YOUR AUTHORITY…WITHOUT MAKING IT SOUND LIKE AN EXCUSE!! GIVE THEM A REASONABLE TIME SPAN AND FOLLOW THRUDEMONSTRATE YOUR COMMITMENT TO HELPTHEM GET THE ASSISTANCE THEY NEED
  17. 17. REMEMBER….
  18. 18. NOT SURE WHO IS RESPONSIBLE FORTAKING CARE OF THAT “DIFFICULT”GUEST….? JUST TAKE A LOOK!
  19. 19. THE FRONT OF THE HOUSE GUESTCONTACT STAFF PROVIDED SUCHGREAT SERVICE THAT ANOTHERWISE INDIFFERENT GUESTPOSTED A POSITIVE ONLINE GUESTREVIEW, WHICH WAS LATER READBY A “FENCE SITTING” UNDECIDEDGUEST WHO DECIDED TO BOOKBASED ON THAT REVIEW? WHAT IFTHIS HAPPENED JUST ONCE PERWEEK?
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