Customer care for h.k


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  • Customer care for h.k

    1. 1. <ul><li>Customer Care Training </li></ul><ul><li>For </li></ul><ul><li>Housekeeping </li></ul>
    2. 2. Quality Service Everyday interaction with people addressing their needs, wants and expectations require special skills of tact, diplomacy and positive attitude, combined with knowledge and flexibility.
    3. 3. Why is Quality Service Challenging? <ul><li>Every situation we face is different </li></ul><ul><li>Every Guest is different </li></ul><ul><li>Employees have no control over what attitudes, needs, expectations and experiences any one guest may bring to the situation. </li></ul>
    4. 4. Quality Service <ul><li>Delivering quality service means creating a memorable experience for every guest </li></ul><ul><li>Understanding and anticipating each guest’s wants and needs </li></ul><ul><li>Meeting and exceeding every guest’s expectations </li></ul><ul><li>Helping associates fulfill our guests’ wishes </li></ul><ul><li>Delivering quality service is not part of our job - it is our job . If it weren’t for guests, we would not have a job in the hospitality industry </li></ul>
    5. 5. <ul><li>Professional Appearance </li></ul><ul><li>Friendly manner </li></ul><ul><li>Courteous disposition </li></ul><ul><li>Show concern when required </li></ul><ul><li>Flexibility in service delivery </li></ul>Skills for Meeting and Exceeding Guest’s Expectations
    6. 6. Five Basics of Service Excellence <ul><li>Look at me </li></ul><ul><li>Smile at me </li></ul><ul><li>Talk to me </li></ul><ul><li>Listen to me </li></ul><ul><li>Thank me </li></ul>
    7. 7. ATTITUDE IS THE KEY TO SUCCESS <ul><li>Our Attitude towards guests and colleagues influence our behavior </li></ul><ul><li>We can not always show how we feel </li></ul><ul><li>Our Attitude reflects the level of our job satisfaction </li></ul><ul><li>It affects every one who comes in contact with us, either in person or on the telephone. </li></ul>
    8. 8. ATTITUDE IS THE KEY TO YOUR SUCCESS <ul><li>Our Attitude is not fixed. The attitude we choose to display is up to us. </li></ul><ul><li>It is not only reflected by our tone of voice, but also by the way we stand or sit, facial expression and other non-verbal ways. </li></ul><ul><li>Choose the right attitude in the morning as you will carry it throughout the day! </li></ul>
    9. 9. Activity : Guest Interaction Cycle
    10. 10. <ul><li>What are the Golden Rules we must follow when entering a guest room to Service the room </li></ul>Entering the Guest Room
    11. 11. <ul><li>Approach the main door of the Room and observe the sign on the door </li></ul><ul><li>If there is a “Do not disturb” sign on the door – </li></ul><ul><li>Slip a “service” card under the door and make note to return later to check whether the card has been removed </li></ul><ul><li>If there is no sign on the door – </li></ul><ul><li>Knock on the door three times using your index finger or ring the doorbell </li></ul><ul><li>Announce your self “Housekeeping”, Wait 15 seconds for reply. If there is no answer knock again (the standard is to knock thrice before entering a guest room) </li></ul>Turn down service
    12. 12. contd…. <ul><li>If the guest opens the door, say “Good Evening” Mr/Mrs XXX. I am Thapa from Housekeeping </li></ul><ul><li>Can I Turn your bed and change the towels, replenish the amenities </li></ul><ul><li>If guest says no ask the guest what time will be convenient to service the room </li></ul><ul><li>Offer additional service if guest is in the room during turndown: </li></ul><ul><li>Run an aromatic bath </li></ul><ul><li>Order beverage for the guest </li></ul><ul><li>Order early morning beverage </li></ul>
    13. 13. Brainstorm <ul><li>Come up with 5 most commonly </li></ul><ul><li>encountered situations when you go to a guest room to service the room </li></ul>
    14. 14. What would you do when……. <ul><li>A guest enters the room while you are cleaning </li></ul><ul><li>You enter a wrong guest room based on information received from a fellow associate and the guest is in the bathroom and did not hear you knock </li></ul><ul><li>You need to make an urgent phone call from the guest room when the guest is present </li></ul>
    15. 15. <ul><li>After cleaning the guest room:- </li></ul><ul><li>Inform the guest that the room cleaning is finished </li></ul><ul><li>“ Mr/Mrs/Ms ________ your room has been serviced </li></ul><ul><li>Check for the guest satisfaction </li></ul><ul><li>“ Mr/Mrs/Ms _______ Everything is fine and comfortable in the room </li></ul><ul><li>Offer assistance in advance </li></ul><ul><li>“ Would you like me to call the restaurant reservation to book a table for you this evening?” </li></ul><ul><li>If you are taking down a guest request, please ensure that they revert back to the guest with the confirmation. </li></ul><ul><li>Leave the room quietly without disturbing the guest or making any noise . </li></ul><ul><li>“ Thank you very much Mr/Mrs/Ms _______ Have a wonderful evening”. </li></ul>Leaving the Guest Room
    16. 16. <ul><li>Lets practice!!! </li></ul>