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Diff gsts easy

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  • 1. CONSTRUCTIVECOMMUNICATIONSPRESENTS…
  • 2. )
  • 3. PERCEPTION IS THEONLY “TRUTH” THAT MATTERS
  • 4. EXPECTATIONS
  • 5. 1412108 Serie 36 Serie 2 Serie 1420 Categoría 1 Categoría 2 Categoría 3 Categoría 4
  • 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. INDIFFERENT UNAPPRECIATEDCYNICAL INSECURE RESENTFUL
  • 8. #1…MEET THEIR EXPECTATIONS. DOING SO ESTABLISHES TRUST RE-ESTABLISHES TRUST WHERE IT WAS LOST
  • 9. KEYS TO SUCCESS
  • 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. 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. 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. IN THREE RINGSGREET THE CALLER ANDDETERMINE THEIR NEEDS!!MAKE SURE SOMEBODY IS AVAILABLEBEFORE TRANSFERRING THE CALL
  • 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. BE EMPATHETIC AND AN UPSET GUEST… HELPFULA GUEST WITH A STORY TO BE A GREAT LISTENERTELL...GUEST IN A HURRY… ACCELERATE!!!
  • 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. REMEMBER….
  • 18. NOT SURE WHO IS RESPONSIBLE FORTAKING CARE OF THAT “DIFFICULT”GUEST….? JUST TAKE A LOOK!
  • 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?