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Participant Workbook Cgsp
Harrie Pham, MSA, CEH, CFE CCFP, CASP, CCNA, VCP, OCA
, Senior Consultant - Risk Consulting and Forensics Technology Services at PwC
Jul 14, 2012
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Participant Workbook Cgsp
1. Participant’s Workbook
Guest Service GOLD Participant’s Workbook
©2011 American Hotel & Lodging Educational Institute
Participant’s Workbook Disclaimer This publication is designed to provide accurate and authoritative information in regard to the subject matter covered. It is sold with the understanding that the publisher is not engaged in rendering legal, accounting, or other professional service. If legal advice or other expert assistance is required, the services of a competent professional person should be sought. From the Declaration of Principles jointly adopted by the American Bar Association and a Committee of Publishers and Associations. Nothing contained in this publication shall constitute a standard, an endorsement, or a recommendation of the American Hotel & Lodging Educational Institute (the Institute) or the American Hotel & Lodging Association (AH&LA). The Institute and AH&LA disclaim any liability with respect to the use of any information, procedure, or product, or reliance thereon by any member of the hospitality industry. ©Copyright 2011 American Hotel & Lodging Educational Institute A nonproﬁt educational foundation 800 North Magnolia Avenue, Suite 300 Orlando, FL 32803 USAwww.ahlei.org The Next Generation of Hospitality
Surprise, Surprise Activity on page 18 How could you surprise and delight each of these guests? Suggested answers An older couple: Create a menu insert or place a tent card in their guestroom commemorating a special occasion (birthday, anniversary, or years married) as an unexpected surprise. A business traveler: Provide a a goodie bag with bottle of water and small snack at check-in to delight a travel-weary road warrior. A family with teenagers: Place an activities calendar for local events, attractions, or activities that appeal to teens in the guestroom or check-in folder to surprise the family. A person traveling alone with a dog: Place a welcome doggie treat, toy, or bed in guestroom to surprise both pet and owner. A guest who is blind: Arrange a surprise activity (tea tasting or chef’s herb garden visit) that appeals to the senses of smell, taste, and touch. A guest in a wheelchair: Arrange a trip to a local nature center or museum that offers special activities for disabled guests on a day when admission is free. A guest who is hearing impaired: Surprise the guest with a menu of local activities available to them at a small cost that are guided by a sign language interpreter.©2011 American Hotel & Lodging Educational Institute ©2011 American Hotel & Lodging Educational Institute 35
Serving vs. Caring for Guests Activity on page 13 Serving is a basic guest service expectation. It means providing the “generic” types of guest offerings that are typical for your size and type of property. Nothing about the guest service is personal or unique to the individual guest or their situation and needs. Caring, however, is personal. It isn’t expected and can’t really be taught. Caring guest service happens when you decide to go above and beyond the basic expectation and do T of Contents able something special and unique for your guest. Caring happens because you empathize with your guest and The Power of the Guest Story 1 know of a way to help them deal with the situation they are facing. Guest Service Factoids 1 Mood Ring Activity on page 14 GOLD Guest Service 4 Mood listed Change mood by: Unlock Guest Opportunities 5 Excited Taking deep calming breaths of air Connect With Your Guests 6 Cranky Focusing on guests and not yourself Exploring the Seven Elements 7 Bored Focusing on the positive aspects of your job and guests Overwhelmed Asking other employees for help Authenticity: Keep It Real! 7 Exhausted Using breaks to rest and restore your energy Intuition: Read the Need! 10 Frustrated Asking co-workers for suggestions on better ways to get tasks done Empathy: Use Your Heart! 12 Sad Finding ways to make your guests smile to cheer yourself up Champion: Be a Guest Hero! 15 Shy Practicing ways to professionally meet, greet, and assist guests Delight: Provide a Surprise! 17 Be a Champion Activity on page 16 Delivery: Follow Through! 19 A Japanese group, in town on business, have stopped you to ask for help. They speak little to no English but Initiative: Make the Eﬀort! 21 you gather they have one day to sightsee before leaving. They seem to want directions to a local landmark and how to get there on public transportation. The GOLD Elements 24 How could you be their champion? Write your answer in the space provided. Your Notes 27 By finding a friend or co-worker willing to act as their tour guide. Resources 28 How could you be a guest service hero and help them see the sights of your town or city? Action Plan Form 29 Ask which day they plan to sightsee and arrange to have time off so you can be their personal tour guide. Activity Answer Key 3334 ©2011 American Hotel & Lodging Educational Institute ©2011 American Hotel & Lodging Educational Institute
Answer Key Guest Service Factoids Activity on page 1 #1 Were dissatisfied with your guest service #2 Prefer the competition #3 Like to stay at different places #4 Never returned to your city GOLD Formula for Success activity on page 2 ___________ Smile___________________ and actively listen. Make guests feel __________ Special___________________. Treat guests as ____________ Individuals_____________________. Meet guest _____________ Expectations________________________. Remember, personal ____________ Appearance_________________ counts. Wear your ____________ Nametag__________________ proudly. Be _______________ Polite____________________ at all times. Reflection Activity on page 9 While dealing with a guest situation similar to this one, have you ever had an ah-ha moment? What was the situation? Example: A guest appears to be very ill. How did you handle it? Without being asked, you offered directions to the nearest walk-in clinic. What would you do differently today? Offer transportation to the nearest walk-in clinic. How would you have felt if it had been you in that situation? Grateful that someone cared enough to help. What would you expect from the employee helping you? That the help given was because the person genuinely cared about my needs .©2011 American Hotel & Lodging Educational Institute ©2011 American Hotel & Lodging Educational Institute 33
Initiative: Make the Effort Action Plan Action Item _____________________________________________________________________ The Power of the _______________________________________________________________________________ Improvement Goals ______________________________________________________________ Guest Story _______________________________________________________________________________ Resources _____________________________________________________________________ Making A Difference Activity Take a moment to think about the quality of service you provide to your guests. Write about a _______________________________________________________________________________ time when you tried and succeeded in making a difference for a guest. Barriers to Overcome ____________________________________________________________ _______________________________________________________________________________ Implementation Timeline __________________________________________________________ _______________________________________________________________________________ The Certified Guest Service Professional (CGSP) designation: is available through the Educational Institute’s Professional Certification Department. Guest Service Factoids Contact AHLEI for details. Do you know the four main reasons for guests never staying at a property again? Rank the reasons from #1 to #4 (with 1 being the number one reason). Reason # ______ Never returned to your city ______ Like to stay at different places ______ Prefer the competition ______ Were dissatisfied with your guest service See Resources Section page 33 for answers to this activity.32 ©2011 American Hotel & Lodging Educational Institute ©2011 American Hotel & Lodging Educational Institute 1
It is thinking with Delight: Provide a Surprise Action Plan The Value of GOLD your heart while using Action Item _____________________________________________________________________ Do you want to be a Guest Service GOLD Professional? your imagination to _______________________________________________________________________________ If you do, then completing this course and getting certified as a find ways to turn the guest Improvement Goals ______________________________________________________________ Certified Guest Service Professional will show your commitment to your guests! service you provide into a _______________________________________________________________________________ story worth remembering. A guest service GOLD story allows the guest to relive the experience Resources _____________________________________________________________________ over and over. The experience should bring your guests joy, wonder, excitement, or even a tear. ______________________________________________________________________________ Barriers to Overcome ____________________________________________________________ _______________________________________________________________________________ GOLD Formula for Success Activity Implementation Timeline __________________________________________________________ What are some easy ways to improve the service you give to guests? _______________________________________________________________________________ Use the words listed in the left column to fill in the blanks. ______________________________ and actively listen. Delivery: Follow Through Action Plan Polite Action Item _____________________________________________________________________ Make guests feel ______________________________. Appearance _______________________________________________________________________________ Individuals Treat guests as _________________________________. Improvement Goals ______________________________________________________________ Special Meet guest _____________________________________. _______________________________________________________________________________ Expectations Nametag Remember, personal _____________________________ counts. Resources _____________________________________________________________________ Smile _______________________________________________________________________________ Wear your ______________________________ proudly. Barriers to Overcome ____________________________________________________________ Be ___________________________________ at all times. _______________________________________________________________________________ Implementation Timeline __________________________________________________________ See Resources Section page 33 for answers to this activity. _______________________________________________________________________________2 ©2011 American Hotel & Lodging Educational Institute ©2011 American Hotel & Lodging Educational Institute 31
Empathy: Use Your Heart Action Plan Action Item _____________________________________________________________________ Stepping Up Your Game Are you ready to “step up your game?” _______________________________________________________________________________ Travel down this path to see what you should and should not do as you work to become a guest service Improvement Goals ______________________________________________________________ professional. _______________________________________________________________________________ Resources _____________________________________________________________________ _______________________________________________________________________________ Barriers to Overcome ____________________________________________________________ Be helpful T Go ahead 4 square ntact s AR ye co _______________________________________________________________________________ Avoid e ck to start ST ba Be warm and engaging Move Ignore Implementation Timeline __________________________________________________________ Move ahead 3 squares people ack Move b 2 sq uares _______________________________________________________________________________ Champion: Be a Guest Hero Action Plan d 5 s sional nely genui s s Smile d 2 square quare Be ru ahea de es FINISH Action Item _____________________________________________________________________ Move Go b or impa Congratulations! Move and prof ack 7 ti squa ent You’re a guest res _______________________________________________________________________________ ahea service lite Sound like a robot professional! Lose your turn Improvement Goals ______________________________________________________________ Be po _______________________________________________________________________________ Resources _____________________________________________________________________ s re sq lf _______________________________________________________________________________ words ua d 3 se uder than ns speak lo ea ur M Forgot actio ck to 3 squares Mov ake a d ah e yo Go ba e ah if Barriers to Overcome ____________________________________________________________ ead ference B 3 sq uare Go _______________________________________________________________________________ s Implementation Timeline __________________________________________________________ _______________________________________________________________________________30 ©2011 American Hotel & Lodging Educational Institute ©2011 American Hotel & Lodging Educational Institute 3
GOLD Guest Service Action Plan Form Authenticity: Keeping It Real Action Plan Get Engaged Action Item _____________________________________________________________________ Let yourself get engaged with guests! _______________________________________________________________________________ Using a pencil: Improvement Goals ______________________________________________________________ Draw in how you felt today when Now draw what you should you arrived at work. look like at work. _______________________________________________________________________________ Resources _____________________________________________________________________ _______________________________________________________________________________ Barriers to Overcome ____________________________________________________________ _______________________________________________________________________________ Implementation Timeline __________________________________________________________ _______________________________________________________________________________ Intuition: Read the Need Action Plan Action Item ____________________________________________________________________ _______________________________________________________________________________ Improvement Goals ______________________________________________________________ OLD Face of Guest Service NEW Face of Guest Service _______________________________________________________________________________ Resources ______________________________________________________________________ _______________________________________________________________________________ As you learn more about Guest Service GOLD GOLD, Barriers to Overcome ____________________________________________________________ come back and add more detail to your _______________________________________________________________________________ Implementation Timeline __________________________________________________________ New Face of Guest Service drawing! _______________________________________________________________________________4 ©2011 American Hotel & Lodging Educational Institute ©2011 American Hotel & Lodging Educational Institute 29
RESOURCES How Do You View Your Guests? Engaged guest service has to be lived by the person providing it. How to complete your Action Plan For each of the four points of engagement write down some ways you Using the action plan form starting on the next page, complete an action plan for each element covered by have used to make guests feel: this Guest Service GOLD training. To do this, you should: Important _________________________________________________ 1. Think about each segment of the video and the actions the person took to provide exceptional guest service. __________________________________________________________ 2. Review the information covered in this workbook about each of the seven elements. Valued ____________________________________________________ 3. Decide what and how you would like to accomplish each action item. __________________________________________________________ These questions will help you complete the items listed under each element’s section of the action plan. • Improvement Goals Respected ________________________________________________ What would you like to improve about yourself? __________________________________________________________ How can this element help improve the quality of guest service you provide? • Resources Special ___________________________________________________ What resources will you need to accomplish each improvement goal or __________________________________________________________ action item? • Barriers to Overcome Who do you need help from to accomplish your goals? Unlock Guest Opportunities How do you plan to get the help you need from co-workers or your supervisor? Let’s unlock the power of YOU! • Implementation Timeline How much time will you need to complete this part of your plan? You must see guests as individuals deserving of your care and respect. Identify some “golden opportunities” where you could easily provide an experience guests would remember for years to come. They are:28 ©2011 American Hotel & Lodging Educational Institute ©2011 American Hotel & Lodging Educational Institute 5
Connect with Your Guests Your Notes: Get connected! Transform the guest into YOUR guest! The seven key elements of Guest Service GOLD are: 1 Keep it real Read the need 4 6 Follow through 2 Provide 3 Use your heart 5 a surprise 7 Be a Never forget: Guests who feel you connect with them will remember you!6 ©2011 American Hotel & Lodging Educational Institute ©2011 American Hotel & Lodging Educational Institute 27
Ask yourself: At what moment do I usually recognize I can go the extra mile for a guest? The answer is: The minute you understand what they need and how it can be achieved, that is Exploring the is the time to act. Learning to recognize opportunities when you can make a guest’s stay memorable, more comfortable, unique, or exciting will require a little effort. However, once you master the Seven Elements Guests can tell when you are merely skill, it will make not only the guest’s experience special but provide a more enjoyable work environment for you. Authenticity: Keep It Real! playing a part and when you are truly being Getting involved personally and professionally is needed when providing gold-level guest service. You must always be authentic in your dealings with guests. Guests yourself. So be yourself! can tell when you are merely playing a part and when you are truly being Ask yourself: At what point do I decide to get involved? yourself. So make it simple; be yourself. The answer is: The moment you recognize the guest’s need is when you need to step in and help. Great guest service will only happen if you get personally involved in providing it. Watch the Video Typical guest service follows the simple rules of smile, use the guest’s name, make eye contact, Keeping it real is important to Tammy. She cares about her guests and understands the need and actively listen. Changing typical guest service into Guest Service GOLD requires you to be for accuracy for the guest’s event. Rather than having a stressed-out events planner and silently engaged with your guests, unlock what the guest needs, and to provide an exceptional guest watching the convention guests receive registration packets riddled with errors, she decided to use experience. the “formula for authenticity”: Tammy’s Formula for Authenticity • Took control of the situation • Discussed the contents of the registration packet • Reassured the guest events planner the situation would be resolved • Contacted the printer • Ensured the packets were corrected and reprinted • Proofed the reprints • Assumed responsibility for picking up and delivering the materials to the planner • Assured the group had as perfect an experience as she could provide Meet the real Tammy behind the true story26 ©2011 American Hotel & Lodging Educational Institute ©2011 American Hotel & Lodging Educational Institute 7
Ask yourself: How can I provide each guest with an exceptional guest experience? The answer is: By always looking for opportunities to deliver the best guest service possible. Activity: Forget the Act (Skill Practice) The opportunity to provide service to a guest that is unique to the situation happens all the time. The Scenario: An extremely angry guest approaches the front desk and loudly demands to be helped problem is, we often choose not to recognize the opportunity or take a risk to provide a guest experience immediately. The employee on duty is currently assisting another guest, Mrs. Waters, who is clearly that is outside of what is typically part of normal job duties. If guests are important to you and you want uncomfortable with the developing situation. This is the perfect time to “keep it real,” so how would them to feel appreciated, then take a chance to make a difference. you handle this situation? Maintain the highest level of service excellence in challenging, emergency, or crisis-level situations. Situation: Mr. Lindgren is a frequent traveler and is scheduled to check out today. While reviewing his bill he sees charges he believes to be incorrect. This worries him. Mr. Lindgren tries to call down to Ask yourself: In an unusual or crisis situation, can I provide the same level of guest service the front desk but no one answers. Now he begins to feel upset...ignored. Grabbing the bill and key as before? card, Mr. Lindgren heads to the elevator, only to have to wait for it a long time. Arriving in the lobby, he The answer is: It may not be the same service as before, but you can customize it to fit the situation you is more than ready to share his thoughts on guest service. With this in mind, he makes a beeline for are dealing with. the front desk. In challenging situations such as a hurricane or power outage, your chance of providing exceptional Consider how each of the following people should view and react in this situation. guest service may not be possible due to the lack of essential services. However, it doesn’t mean you Write your answers in the space provided for each. can’t find creative ways to problem solve the loss of key services. Being able to divert guest attention You, the employee: __________________________________________________________________ away from the items you can’t provide by replacing them with those you can is a good way to provide awesome guest service. __________________________________________________________________________________ Being able to provide the best guest service possible at all times is important, even during challenging situations. Mrs. Waters, the uncomfortable guest: __________________________________________________ __________________________________________________________________________________ Mr. Lindgren, the angry guest: ________________________________________________________ __________________________________________________________________________________ __________________________________________________________________________________ __________________________________________________________________________________8 ©2011 American Hotel & Lodging Educational Institute ©2011 American Hotel & Lodging Educational Institute 25
The GOLD Elements Reflection Activity The basic elements of emotionally engaged guest service have been defined previously, but how they are While dealing with a guest situation similar to this one, have you ever had an ah-ha moment? combined to produce the ultimate guest experience has not. Select one that really made you think about how you would like to be treated if you were the Define the basic gold elements of emotionally engaged guest service. guest and take a few minutes to complete this activity. Ask yourself: What does the ultimate guest experience look like? What was the situation? ______________________________________________________________ The answer is: Whatever you want it to. __________________________________________________________________________________ The final outcome will depend on the effort, thought, and creativity you put into applying the seven How did you handle it? ______________________________________________________________ elements of guest service. You should always be on the lookout for ways to customize the guest experience as well as ways to raise the quality of the service you provide to each and every guest. __________________________________________________________________________________ You must be prepared every day to provide above-and-beyond guest/customer service. What would you do differently today? ___________________________________________________ __________________________________________________________________________________ Ask yourself: Am I prepared for providing above-and-beyond guest service? The answer is: Probably not, but you could be. How would you have felt if it had been you in that situation? ________________________________ Take a good look at yourself and decide which skills or areas of knowledge you need to improve to __________________________________________________________________________________ perform your job as a guest service professional to the very highest standard. Make a list of skills you What would you expect from the employee helping you? ___________________________________ wish to develop, build a plan for improving each one, and look for opportunities to work on your plan. __________________________________________________________________________________ Find available resources for use to make a guest’s experience unique and personalized. Talk to your See Resources Section page 33 for answers to this activity. leaders and express the need for their help in accomplishing this goal. Look for top-performers and learn from them. You should also have a plan for providing individual guest service experiences to an unusual or diverse groups of guests. A Personal Challenge It isn’t easy trying to provide a gold-level guest Ask yourself: How well do I communicate with others? experience with each and every guest, but take a moment to think of how you could begin to improve The answer is: Everyone can always improve their communication and listening skills. on providing authentic service to all your guests. The key to exceptional guest service begins with information gathering. Start by listening to determine Now challenge yourself to make it happen by exactly what is the situation, then ask probing questions to gain more information. Once you have a completing the action plan in the resource section good idea of what the guest needs or wants, it is time to make a plan. of this workbook. Be sure to find ways to improve your communcation skills so you can deliver exceptional quality guest Complete the Keep It Real Action Plan using the service during each and every guest interaction. form found on page 29 of the Resources section of this workbook.24 ©2011 American Hotel & Lodging Educational Institute ©2011 American Hotel & Lodging Educational Institute 9
Intuition: Read the Need! Determining what a guest needs before they even know they need it is Determining what a a true skill. guest needs before It is a creative and intuitive soft skill, one that you develop by being they even known they need A Personal Challenge attentive to the information a guest shares with you. It also requires it, that is a true skill! Using the completed Blue Sky activity as an you to take a moment to stop and think about creative ways to make example, challenge yourself to always be on the the guest’s experience unique and memorable. lookout for the opportunity to make a difference and provide guest service GOLD experiences. Complete the Make the Effort Action Plan using the form found on page 32 of the Watch the Video Resources section of this workbook. The server, Steve, used the clues provided by the guest’s behavior to recog- vior nize that someone dining alone needed something to do—first, while waiting and, second, while eating. He remembered the guest from previous visits, vious knew his habits, and his interest in technology. He was also observant and servant recognized a need based on the guest’s behavior. This was enough for ugh Steve to practice: Steve’s Formula for Intuition • Assessed the guest needed something to read • Assessed what the guest was likely to read • Confirmed his intuition was correct • Thought of possible solutions • Took action • Surprised the guest with a technology magazine10 ©2011 American Hotel & Lodging Educational Institute ©2011 American Hotel & Lodging Educational Institute 23
Blue Sky Activity Guest Mind Reader Activity How many times, after working with a guest, have you thought of a better way to have handled the Words are not the only way guests communicate with you. You have situation or solved the problem? Take a moment to think back to those lost opportunities and select three to pay attention to not only what they say, but also: or four to use in this exercise. • How they say it Using the “Blue Sky Sheet” provided, brainstorm with yourself better ways of handling each of the guest • How they act while talking situations you’ve selected. • How they act when NOT talking • How they act when alone or in a group Blue Sky Sheet • What they are doing 1. Lost Opportunity: _________________________________________________________________ • Whether their behavior seems odd or unusual Take a moment to observe three guests and complete this activity. Actual Action Taken:________________________________________________________________ Use this observation form to practice being a guest service mind reader. New Idea: _______________________________________________________________________ Remember: If you are in a guest area, avoid drawing attention to yourself and what you are doing. 2. Lost Opportunity: _________________________________________________________________ What did you notice about: Actual Action Taken:________________________________________________________________ • The guests’ choice of words • The guests’ tone of voice New Idea: _______________________________________________________________________ • How the guests are acting 3. Lost Opportunity: _________________________________________________________________ • Any unusual behavior • How the guests behave toward you or others Actual Action Taken:_______________________________________________________________ Write down how you “Read the Need” based on what you noticed during your observation. New Idea: _______________________________________________________________________ 4. Lost Opportunity: _________________________________________________________________ Actual Action Taken:_______________________________________________________________ New Idea: _______________________________________________________________________ A Personal Challenge Not all guests will come to you for assistance, sometimes you have to come to them. During a quiet moment, look around at your guests and ask yourself: Does anyone need my help and what is it they might need? Complete the Read the Need Action Plan using the form found on page 29 of the Resources section of this workbook.22 ©2011 American Hotel & Lodging Educational Institute ©2011 American Hotel & Lodging Educational Institute 11
Empathy: Use Your Heart! Initiative: Make the Effort! It is the personal touch you add to the guest’s Exceptional guest service has to be delivered from the heart, Guest service is the perfect opportunity to show initiative. By especially in situations involving a personal crisis for your guests. actively listening to your guests and looking for the chance to make a experience that shows you difference in their stay, you can pay personal attention to each guest’s want to make a difference You need to reach deep into your heart to find empathy for your You need to reach needs. It is the personal touch you add to the guest’s experience that in their stay. guest. Only then can you determine how to help with the situation. deep into your heart to shows you want to make a difference in their stay. When you arrive at work, and particularly when you have to handle find empathy for your a delicate situation, you have to be capable of putting your mood on hold so you can focus on the guest. guest. Only then can you determine how to help with the situation. Watch the Video Leticia, the guestroom attendant in the video, wanted her guests to feel valued and appreciated. eo, Using the resources available to her, she came up with a way to make each guest’s stay special and meaningful. Making a memorable effort, she:he: Watch the Video Leticia’s Formula for Initiative Katie, the night auditor in this segment, recognized a guest whose need was guest service from the • Located a source of stationery she could use heart. She knew the mother of the child needed not just a place to stay, but a home with people who • Dedicated time in her day to write cared about her and her son—a support system at her darkest hour. Katie used her heart to: • Handwrote a personal message to each guest Katie’s Formula for Empathy • Made writing the notes a regular part of her job duties rt • Relate to what the guest was dealing with • Continued the process for over 12 years • Find ways to ease the guest’s burden • Touched over 10,000 guests • Find ways to help the guest cope through a simple gesture • Remove the worry about personal daily needs so she could focus on her child • Make the guest feel like family • Emotionally help the guest cope with tragedy Meet the real Leticia (on the right) posing with her general manager, Lynette, from the true story!12 ©2011 American Hotel & Lodging Educational Institute ©2011 American Hotel & Lodging Educational Institute 21
Guest Service Doesn’t End at the Door Activity Serving vs. Caring for Guests Activity Have you ever wondered what happened to a guest you’ve helped after they have left your property? Serving guests is very different from caring for your guests. Think of a special guest story you have shared with other employees and think of ways you What do these two words mean to you? might have followed through if you thought to do so. Write down your answer in the space provided. In the space provided, write down what each one means to you. Serving: Caring: See Resources Section page 34 for answers to this activity. A Personal Challenge The next time you help a guest, stop and think of ways to follow through on the guest service you provide. Consider what you could do, who could help you make it happen, and when you should follow up with the guest. Then, challenge yourself to make it happen. Complete the Follow Through Action Plan using the form found on page 31 of the Resources section of this workbook.20 ©2011 American Hotel & Lodging Educational Institute ©2011 American Hotel & Lodging Educational Institute 13
“Mood Ring” Activity Delivery: Follow Through! Follow-up is necessary Mood affects how you behave and how you behave affects your ability to care for guests. This prompts Delivering personal attention and often unexpected guest experiences doesn’t end with the experience, it happens in two if you want guests to the question, can you put your mood on hold while caring for guests? Ask yourself if you are willing to shift your mood into neutral so you can better understand guest needs? parts—the initial delivery and the follow-through—to know the service you ensure all went well. Follow-up is very necessary if you want the deliver is genuine and sincere. guest to know the service you delivered was genuine and sincere. Excited Guests warm to the thought of service that continues even after Look at each mood listed they have left the property. The employee who can assist with unusual situations and make sure guest on this color chart for reading the “mood ring” Cranky satisfaction extends beyond the guest stay has a good understanding of when and how to follow through. No corporate formula can force that; knowing when to follow through and make sure the situation has been and list ways you can handled to the guest’s satisfaction is a skill you can perfect through experience. push aside your own Bored mood in order to “use your heart” with guests. Overwhelmed Watch the Video Exhausted The guests in the video were focused on everything but the practical aspects of their trip. When it was discovered Frustrated the passport was missing, the guest had no idea how to help himself, but the front desk agent and concierge immediately recognized: Sad Formula for Delivery • The need to find or replace the missing passport Shy • The process to set in motion with the guest See Resources Section page 34 for answers to this activity. • Necessary paperwork and who to contact • The need to continue searching for the lost A Personal Challenge passport • The need to set up a point of contact at the hotel Every guest has a story and you need to be able to use your heart and listen. for authorities Some will touch you more than others but all are equally important. When you • The need to update the guest and return the hear a story and know you can help make it better, challenge yourself to be found passport ready, willing, and able to provide heartfelt gold-level guest service. Complete the Use Your Heart Action Plan using the form found on page 30 of the Resources section of this workbook.14 ©2011 American Hotel & Lodging Educational Institute ©2011 American Hotel & Lodging Educational Institute 19
Surprise, Surprise Activity Champion: Be a Guest Hero! Making a guest feel Consistently providing outstanding guest service is a talent everyone special and welcome is How could you surprise and delight each of these guests? can learn if they really want to champion their guests’ needs. such an easy thing to do. Write your answer in the space provided. Guests facing unusual or unexpected situations may need you to All it takes is a willingness to An older couple: provide assistance based on your knowledge of the local area. This is care about others! when you have your chance to be a guest service champion! Stepping in to provide the help they need requires the combined use of skills such as A business traveler: creative problem-solving, active listening, and good communication, along with the ability to show care and concern for the guest’s situation. A family with teenagers: A person traveling alone with a dog: Watch the Video The security officer, Bob, recognized the guest’s unspoken wish to find his lost property and decided d A guest who is blind: to take action. His intuition told him it was important. nt. By reviewing the surveillance system tapes, without A guest in a wheelchair: jeopardizing any security measures in place, he: Bob’s Formula for Being a Champion A guest who is hearing impaired: • Located the taxi company’s name • Used the appropriate channels See Resources Section page 35 for answers to this activity. • Requested the guest’s bag be returned t • Got it delivered to the property and the guest A Personal Challenge y • Completed the process quickly and efficiently • Minimized the overall impact to the guest and the taxi d Surprising guests is easier than you think. It doesn’t take much, company but a simple, heartfelt surprise can mean so much. Challenge • Saved the guest having to attempt this on his own s yourself at work tomorrow to look for a way to surprise a guest, perience • Turned a negative situation into a positive experience then surprise another, and another. Soon surprising and • Helped a father celebrate his son’s success delighting guests will be a natural part of your day. Complete the Provide A Surprise Action Plan using the form found on page 31 of the Resources section of this workbook.18 ©2011 American Hotel & Lodging Educational Institute ©2011 American Hotel & Lodging Educational Institute 15
Be a Champion Activity Delight: Provide a Surprise! A Japanese group, in town on business, have stopped you to ask for help. They speak little to no Surprising and delighting guests is about making a creative effort. English but you gather they have one day to sightsee before leaving. They seem to want directions Finding ways to to a local landmark and how to get there on public transportation. Finding ways to surprise and delight your guests makes their surprise and delight your stay more enjoyable and your job more interesting—especially if How could you be their champion? Write your answer in the space provided. guests makes their stay you continuously look for ways to improve the quality of the guest experience. The acts themselves can be big or small, based on the more enjoyable and your situation and the need. job more interesting! Like follow-through, it can’t be formulated or forced. It has to be an opportunity recognized, acted on, and accomplished—preferably without the guest having any idea the surprise is coming. How could you be a guest service hero and help them see the sights of your town or city? Watch the Video Rachel, the guest service agent, saw and acted on a perfect fect opportunity to surprise and delight a young pair of newlyweds. weds. She listened and recognized the quiet disappointment in Henry’s voice as he booked a standard guestroom. From this one e phone conversation she: See Resources Section page 34 for answers to this activity. Rachel’s Formula for Delight • Had an idea • Put together a plan A Personal Challenge • Asked other employees to get involved • Found a way to obtain the supplies she needed Being a guest champion means getting involved. Being a guest service hero means seeing and • Transformed a limited-service guestroom into a warm and welcoming honeymoon suite acting as more than a host to guests while they are at your property. Challenge yourself to look for those e • Became friends with the newlyweds not-so-rare moments when you can transform yourself self • Built guest loyalty for the property into a champion and provide a truly GOLDen guest service experience. Complete the Be A Guest Hero Action Plan using the form found on page 30 of the Resources section tion Meet the real Rachel of this workbook. behind the true story16 ©2011 American Hotel & Lodging Educational Institute ©2011 American Hotel & Lodging Educational Institute 17
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