You will know how to welcome a Guest in line with the Hilton Brand Standards
Our Guests are important for the survival of the Hilton St Helens
First Impressions Last, so, it’s important to welcome the right way, the first time…..
First Impressions How long does it take to make a first impression?
First Impressions Q: How long does it take to make a first impression? A: 3-5 seconds Q: If you wanted to put a bad first impression right, how long would that take? A: It can take up to 10-15 times of meeting that person. Q: Do we get the opportunity to do that with our guests? A: No, once we lose them, there is a strong likelihood we have lost them for good!
Trainer’s Notes : To give the right impression, the Body Language you should SHOW would be:
Good Eye Contact. Ask why? (shows you are interested)
Smile. Ask why? (shows you are friendly /approachable)
Nod. Ask why? (shows you understand)
Lean In/Move Forward. Ask why? (shows your interest)
Upright Posture. Ask why? (shows your confidence)
Relaxed Facial Expressions. Ask why? (shows you are calm and understanding)
Positive Tone of Voice. Ask why? (shows you are genuine/trustworthy)
Greetings “ Good Morning………” “ Good Afternoon……..” “ Good Evening……..” Sir/Madam or use Name when you know it.
Greetings “ Good Morning………” “ Good Afternoon……..” “ Good Evening……..” Sir/Madam or use Name when you know it. Trainer: Saying it in this ways shows professionalism, practice how you would say it, use the correct tone and speaking with confidence shows you are a confident person.
Trainer: Ask “What does that mean to you?” Encourage people to define it as a “smooth and enjoyable journey for our guest once they are in the hotel”
How can you give a Guest Hilton Time?
Trainer: Be knowledgeable about the hotel’s services, facilities, of what they can do within a function, directions, know who is dealing with the function, try and understand the customer’s company and what type of people you are going to be dealing with. Go out of your way to pleasantly surprise them.
Brand Standards At every opportunity use the guests name.
Brand Standards At every opportunity use the guests name. Trainer: Why do we have Brand Standards? Ensures consistency, maintains standards, working for Hilton and this is a brand with over 77 hotels in UK & Ireland - some of our guests do visit other Hilton hotels! Why do you think using the guests name is one of our Hilton’s Brand Standards? Makes the guest feel special, it is personalised, it shows you have made a special effort. In what ways can you find out what the name of the guest is? Through you having a conversation with the guest, keycard, event information, or simply asking. Once you know it, take the opportunities to use - notice the reaction you get!