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The Spirit Of Hospitality Parts 1 4
 

The Spirit Of Hospitality Parts 1 4

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    The Spirit Of Hospitality Parts 1 4 The Spirit Of Hospitality Parts 1 4 Presentation Transcript

    • The Spirit of Hospitality Parts 1-4
    • The Spirit of Hospitality Aj Scott Michael Smith
    • Do you know?
      • The benefits of delivering quality service?
      • Six service expectations and how to meet them?
      • A five step process for delivering quality service to guests and co-workers?
      • A four step way to handle guest complaints?
      • Two things you can do consistently to improve service quality?
    • Topics for this seminar include;
      • 1. Meet or Exceed Guest Expectations
      • 2. Delivering Quality Guest Service
      • 3. Handling Guest Complaints
      • 4. Improving Service Quality
    • Meet or Exceed Guest Expectations
      • Expectation – Reality = Guest Satisfaction
      • Anticipate
      • Meet or exceed guests’ expectations
    • Discussion questions
      • What do guests expect from the staff when they enter a business?
      • Why is a good attitude important to guest service?
      • How can you demonstrate the ‘spirit of hospitality’?
      • How can you make guests a priority?
    • More discussion questions
      • Why does using a guests name make such a good impression with guests?
      • How do guests benefit when you display a good attitude? How does the business benefit? How do you benefit?
      • How does paying attention to guests help you serve them better?
      • What is the difference between good service and excellent service (The spirit of hospitality)?
    • What are guest expectations (6) and how do we satisfy them?
    • Video
    • Professional Appearance
      • Maintain a neat, professional, well groomed appearance.
      • Wear a clean, proper uniform
    • Friendliness
      • Smile
      • Greet guests and co-workers enthusiastically and promptly
      • Maintain consistent eye contact
    • Courtesy
      • Give guests and co-workers full, uninterrupted attention
      • Treat guests and co-workers respectfully
      • Call guest and co-workers by name
    • Empathy
      • Imagine how guests and co-workers see the situation
      • Demonstrate Sensitivity to guests’ and coworkers’ feelings
    • Responsiveness
      • Wherever possible, take responsibility and act to satisfy guest and coworkers’ expectations yourself, rather than refer to management
      • Ask if the person is satisfied with the solution
    • Flexibility
      • Treat each guest and co-worker as an individual
      • Offer creative solutions to guests and co-workers needs
    • Additional Points
      • Increasing competition makes service an important element for success
      • Quality service means meeting and exceeding guest expectations and creating a memorable experience
      • Travelers expect quality service and deserve respectful treatment
    • More points
      • Look at service from the guests point of view
      • Attitude shapes behavior. Your attitude or ‘spirit’ is the key to providing excellent service
      • Display the ‘Spirit of Hospitality’ which is an attitude or commitment to provide the best service possible to guests
    • A few more points
      • Place your guests’ needs ahead of your own. Fill requests promptly according to their schedule, not yours
      • Reach beyond guest expectations and surprise guests with something extra
      • Few guests complain that you are overdoing it if you provide them with what they really want
    • Discussion questions
      • What do guests expect from the staff when they enter a business?
      • Why is a good attitude important to guest service?
      • How can you demonstrate the ‘spirit of hospitality’?
      • How can you make guests a priority?
    • More discussion questions
      • Why does using a guests name make such a good impression with guests?
      • How do guests benefit when you display a good attitude? How does the business benefit? How do you benefit?
      • How does paying attention to guests help you serve them better?
      • What is the difference between good service and excellent service (The spirit of hospitality)?
      • Activity 1
      • Relate experiences in which you received excellent service. Describe what the person did that made the service excellent and how they made you feel?
    • Activity 2 Reach Out to the Guest
      • How would you display the
      • ‘ Spirit of Hospitality’
      • and, not only meet, but exceed guest expectations?
      • Guest 1
      • A guest must check-out of her room, but must deal with her luggage before attending an on-site meeting
      • Guest 2
      • A guest is in town for important meetings. At breakfast he spills orange juice on his suit. He asks the restaurant server for a damp rag so he can try to clean the stain
      • Guest 3
      • It is 8 o’clock in the evening. A guest enters the lobby and asks for a specific restaurant (located four blocks away)
    • The Spirit of Hospitality Part 2
    • Discussion Questions
      • What are some ways to ask what a guest really wants?
      • What does it mean to ‘read’ a guest?
      • Why is providing quality service so challenging sometimes?
      • Why should you confirm your understanding of a guests needs before carrying out a request?
    • More discussion questions
      • Why should you follow up with a guest after providing a service or solving a problem?
      • Why is it important to treat co-workers the same way you treat guests?
      • Teamwork is important to delivering guest service. What can you do to work better with your co-workers?
    • Video
    • Delivering Quality Guest Service
      • There are five steps that will help you deliver quality guest service to guests and co-workers;
      • Read the person by paying attention to what is said and how it is said.
      • Determine what the person needs.
      • Work together to find a solution.
      • Deliver the service.
      • Follow up to make sure the person is satisfied
    • Additional Points
      • Every guest has different expectations of what excellent service is, and each employee has a unique opportunity to anticipate and meet those expectations
      • All good service starts with understanding what your guests want and expect
    • A few more points
      • The easiest and most effective way to find out what a guest wants???? ASK!
      • Get the guest talking, ask questions
      • Fill guests request immediately, or when they want something done
      • Make guests feel as if they are your priority
    • Discussion Questions
      • What are some ways to ask what a guest really wants?
      • What does it mean to ‘read’ a guest?
      • Why is providing quality service so challenging sometimes?
      • Why should you confirm your understanding of a guests needs before carrying out a request?
    • More discussion questions
      • Why should you follow up with a guest after providing a service or solving a problem?
      • Why is it important to treat co-workers the same way you treat guests?
      • Teamwork is important to delivering guest service. What can you do to work better with your co-workers?
    • Activity Determining what the guest wants
      • Guest 1
      • Your room is near the pool. Some children have been running back and forth through the halls and making a lot of noise, so you can’t sleep. When you see an employee you ask if there are rules against unsupervised children playing in the pool area.
    • What the Guest Wants (continued)
      • Guest 2
      • You have brought your family on your business trip. They’ve stayed at the property while you’ve been busy, but now you would like to take them out to see the area. You don’t know the area so you ask an employee if there is an shopping mall nearby.
    • Activity 2 Determining Guest Needs
      • Anticipate and list the potential needs from the groups below:
      • Families with small children
      • Honeymooning couple
      • Guest with disabilities
      • Seniors
      • Women traveling alone
    • The Spirit of Hospitality Part 3
    • Discussion Questions
      • How can you demonstrate teamwork as you resolve guest complaints?
      • What is the best way to react when guests complain about problems?
      • What are some things you can do to calm angry or upset guests?
      • What does it mean if you take responsibility for a guests’ problem?
    • Video
    • There are four steps to effectively handle guest complaints….laugh…no, no sorry LAFF
      • L isten to the problem
      • A pologize and offer solutions
      • F ix the problem
      • F ollow up to ensure guest satisfaction
    • Additional Points
      • Guests want a total quality experience, not isolated pockets of excellence. Work together as a team to resolve guest problems and deliver the best service possible
      • Since service is not something guests can return or exchange, their only option is to complain
    • More points
      • Never blame guests for problems they report. If they don’t complain to staff then they are probably complaining to customers (or potential customers)
      • Nearly 95% of travelers will return to a property if a problem is resolved to their satisfaction. 35% will return after bad service, but most will spread the word about their bad service
    • Discussion Questions
      • How can you demonstrate teamwork as you resolve guest complaints?
      • What is the best way to react when guests complain about problems?
      • What are some things you can do to calm angry or upset guests?
      • What does it mean if you take responsibility for a guests’ problem?
    • Activity 1 It’s all about Teamwork and Empathy
      • Which department/co-worker should be contacted when…
      • A guest complains that although he used the “Do Not Disturb’ sign, a room attendant knocked on the door and woke him up
      • A guest complain that cable is out on the TV and he’s missing the World Cup match.
      • The guest complains that their room smells like smoke
      • A meeting planner complains the Air Conditioning in the meeting room is broken
      • How would you show Empathy?
    •  
    • Activity 2 Working together to resolve the guests problems
      • Write a common guest problem on a piece of paper…wait for further instructions
    • The Spirit of Hospitality Part 4 Improving Service Quality
    • Discussion Questions
      • How can employees be rewarded for showing guests the spirit of hospitality or quality service?
      • Why should managers share guest feedback-good or bad- with employees
    • Video
    • Improving Service Quality
      • Employees feel free to share their ideas for improving guest service:
      • Share feedback with the staff
      • Look for opportunities to improve service
    • Discussion Questions
      • How can employees be rewarded for showing guests the spirit of hospitality or quality service?
      • Why should managers share guest feedback-good or bad- with employees
    • Activity
      • Share a short story about a time when you made a suggestion to a business (as a customer or staff) for an improvement to service that was accepted by the business.
      • How did you feel when management implemented your idea?