Tell the group: Consider these facts. 96% of dissatisfied customers DO NOT complain. Look at this slide. There are 100 guests represented here. Only 4 will tell us about a complaint. Ask the group: What do you think the other 96 will do? Look for: Tell their friends, complain to others! Those 96 will never talk to us so we won’t know what we did wrong AND they won’t come back to our hotel.
Tell the group: In our hotel, the guest experiences many different touch points. From the look of our lobby décor to the attitude of the employees, every time a guest interacts with us or our hotel facilities they form an impression. These different touch points are all linked, like a chain. As employees, the behavior we exhibit on the job can be one of the most important links in this service chain. Let me illustrate… Before class, create a paper chain using strips of paper and a stapler. Make it about 3 feet long or so. Have two participants hold the chain up, one on each end. Tell the group: This chain represents the touch points that one of our guests may experience when they visit us. Point to links as you state: 1.) They may see the beautiful lobby of our hotel, 2.) enjoy a fabulous meal in our restaurant, 3.) enjoy the extra features of our business class rooms, 4.) exercise in our workout room etc. But, the moment they encounter an employee who does not smile and greet them, has a negative tone of voice , does not follow-up on a request etc., one of the links in this chain is broken. Illustrate this by cutting or ripping one of the links in the center of the chain. Let the two sides of the chain fall. (Thank your volunteers and have them sit down.) Tell the group: The best way for us to ensure this does not happen in our hotel, is to share Radisson’s expectations of the behaviors we want you to exhibit, tell you how you will be coached against these expectations AND let you practice! Let’s get started by reviewing the 5 Yes I Can! behaviors…
Tell the group: Thirdly, you need to adopt a Yes I Can! attitude. Ask the group: Let me ask you, what do we mean by a positive attitude? Look For : looking at the bright side of situations, starting the day positively, approaching tough situations with a CAN DO attitude etc. What do you think a Service Attitude is? Look for: A service attitude is the positive approach you choose to take towards our guests, your team mates, and your work, every day. A Yes I Can! Attitude is a combination of both…..
Tell the group: We define Behaviors as: The way a person acts or conducts themselves. What a person says or does. Behaviors are OBSERVABLE. Examples would be what I heard you say to a guest or how you looked when greeting the guest in the hall way. Ask the group: What opportunities do you have to interact with the guest? Allow a few people to share. Behaviors are something we have to pay attention to with EVERY GUEST , EVERY DAY . We can not be inconsistent with these! Our Yes I Can! behaviors include: Read slide (Don’t go into detail yet.) Handouts: Hand out Yes I Can! Behaviors pocket cards We share these with you in this class so you are very clear of what we expect . Your manager will review them with you and share any specific behaviors that are important to your department. Your manager will then observe you from time to time in order to give you feedback and help you improve your behaviors and the service you provide. Let’s take a look at each behavior in more detail…
Read slide ACTIVITY: Mark off a span of 10 feet on the floor. Mark off a second span of space that is 5 feet. (use a bit of masking tape to mark the spots. Don’t worry about being exact, feel free to pace off these spaces so they are approximate.) Ask for one volunteer. You will play the role of the employee and the volunteer will play the role of the guest. Walk toward each other. At the 10 foot mark acknowledge the “guest” non-verbally. Keep walking and at the 5 foot mark greet the “guest” verbally. Thank your volunteer! (You may want to supply a small prize.) Ask the group: On the job in our hotel, what do you think this would look like? If you were a server in our restaurant and a table of people just sat down. What would you do? Have a volunteer share their ideas. If you were a bellman at the bell stand and a guest enters the front door. What would you do? Have a volunteer share their ideas. If you are a housekeeper and you pass a guest in the hallway. What would you do? Have a volunteer share their ideas. Tell the group: This 10/5 rule is something we need to do with EVERY GUEST, EVERY DAY!
Tell the group: The guest should feel like they have been welcomed into someone’s home when they enter our hotel or speak to us on the phone! Read slide: Tell the group: When you greet a guest in person, be sure you use an appropriate greeting that is professional. Use positive body language, smile and have an upbeat tone in your voice. Let’s do a quick illustration: You will have the group give you good and bad examples of body language and tone of voice. Start with yourself. Show negative body language by crossing your arms and frowning and saying “Can I help you?” in a sarcastic tone of voice. Point to someone else and ask them to show an example of positive body language and tone of voice. Go around the room so at least 5 people show some good and bad examples. Tell the group: When we’re on the phone, the same things hold true. We need to use our hotel’s standard greeting when answering in-coming calls and any department specific phone greetings for in-house calls. The guest can’t see us, so a positive tone of voice is absolutely imperative! Ask the group : Who knows what our standard greeting is for incoming calls? List the standard greeting on the flipchart to ensure that each employee knows what phone greeting they should be using for incoming calls. Mention that their managers will share any department specific phone greetings for in-house calls with them. Tell the group: Welcoming the guest is something we each need to do with EVERY GUEST, EVERY DAY!
Tell the group: The next Yes I Can! behavior is “use the guest’s name”. Read Slide Ask the group: How can you get the guest’s name so you can use it when talking with them? Allow the group to share ideas, record them on a flipchart labeled “Guest’s Name”. Divide the flipchart page in two, vertically. List the “hows” on the left hand side. Look for: The guest tells you their name, you ask the guest their name, it shows up on the phone and you confirm their name, at check-in, on luggage tags, on name tags if conference guest etc. Ask the group: When would you offer the guest your name? What are some situations in our hotel and in your job, where it would be appropriate for you to offer your name to the guest? Allow the group to share ideas once again, and record these “when's” on the same flipchart on the right hand side. Look for: When helping them with something, when delivering something to their room, when at the front desk interacting with the guest, during courtesy calls etc. Review the list and point out any hotel specific standards for when and how they would use the guest’s name in your location. Point out to the group that it is NEVER ok to call a guest by their first name. (Rare case exceptions.) Tell the group: Using the guest’s name appropriately is something we need to do with EVERY GUEST, EVERY DAY!
Tell the group: Our fourth Yes I Can! behavior is “check for guest satisfaction.” Read slide. Ask the group: Why is it sometimes hard to do this? What keeps us from asking the guest how things are going? Look for: Not sure what to say, they might complain, I’m busy and they may need me to do something for them, afraid etc. Ask the group: What are some examples of when you could check for guest satisfaction? Allow participants to share examples of what they do, their best practices. Look for: When I’m in the elevator with a guest, when a guest stops at the front desk to ask a question, when the guest is inquiring at the concierge desk, when I see them in the hallway when I’m cleaning rooms, when I serve them in the restaurant. Ask the group: What would you say to the guest? Look for: “Did you enjoy those mushroom appetizers?” “How are you enjoying your stay?” “Is there anything else you need, Mr. Jones?” Can anyone think of any new or different ways to check for satisfaction with our guests? Remind them to use open ended questions with guests, not closed. You don’t want the guest responding with ‘yes’ or ‘no’, you want to get information on how their stay is going. Tell the group: It is SO important for us to find every opportunity to check for guest satisfaction! If we don’t, we never know if the guest is 100% satisfied with our service. This is something we need to do with EVERY GUEST, EVERY DAY. However, it does open up the door for requests and issues, doesn’t it. Don’t let that deter you! If the guest does have a request or concern after you have asked how their stay is so far, you can…..
Tell the group: Our final Yes I Can! behavior is to “thank the guest”. Read slide. Ask the group: When was the last time you were thanked by a service person? How did it make you feel? Allow a volunteer to share their experience. Ask the group: When would you thank the guest? Allow participants to share their ideas. Tell the group: Keep in mind that none of us would be here without our guests! Take every opportunity you can to thank them for staying with us. Ask the group: Can these behaviors be observed? Can I listen to you to see if you use the guest’s name at check-in? (Yes!) Can I observe your interaction with a guest who is requesting something from you to see if you listen attentively? (Yes!) Can I listen to see if you clarified the guest’s request? (Yes!)
Make it a great day!!
MAKE IT A GREAT DAY!! EVERY GUEST ENCOUNTER IS AN OPPORTUNITY TO DELIGHT – A MOMENT OF MAGIC!!
The Mission… <ul><li>“ To provide genuine hospitality to every guest at every point” </li></ul>
What Is Genuine Hospitality? <ul><li>DOING ORDINARY THINGS EXTRAORDINARILY WELL </li></ul><ul><li>GOING BEYOND WHAT’S EXPECTED </li></ul><ul><li>ADDING VALUE </li></ul><ul><li>BEING AT YOUR BEST…ALWAYS </li></ul><ul><li>NEW WAYS TO DELIGHT </li></ul><ul><li>TAKING CARE OF THE CUSTOMER LIKE YOUR OWN FAMILY </li></ul>
<ul><li>A GUEST WANTS TO FEEL…? </li></ul><ul><li>If you are a guest what would you want? </li></ul>
Every guest wants to feel… <ul><li>Welcomed </li></ul><ul><li>Recognized </li></ul><ul><li>Important </li></ul><ul><li>Special </li></ul>
Can our behaviors affect the guest’s satisfaction level?
How do we deliver our promise of 100% Guest Satisfaction? <ul><li>We need to… </li></ul><ul><li>Adopt a Positive Attitude. </li></ul>
Positive Behaviors <ul><li>Acknowledge the Guest </li></ul><ul><li>Welcome the Guest </li></ul><ul><li>Use the Guest’s name </li></ul><ul><li>Check for Guest satisfaction </li></ul><ul><li>Thank the Guest </li></ul>
Acknowledge the Guest <ul><li>Use the 10/5 Rule </li></ul><ul><ul><li>If you are within 10 feet of a guest, smile, nod or acknowledge them using positive body language. </li></ul></ul><ul><ul><li>If you are within 5 feet of a guest, greet the guest by saying; “Hello.”, “Good Morning”, “Good Evening” etc. </li></ul></ul>
Welcome the Guest <ul><li>When in person: </li></ul><ul><ul><li>Greet the guest using an appropriate greeting, a smile, positive body language and a positive tone of voice. </li></ul></ul><ul><li>When on the phone: </li></ul><ul><ul><li>Use our hotel’s standard greeting with in-coming calls and a department specific greeting with in-house calls. </li></ul></ul><ul><ul><li>Always use an upbeat, positive tone of voice! </li></ul></ul>
Use the Guest’s Name <ul><li>Use the guest’s surname in your conversations with them. </li></ul><ul><li>Where appropriate, offer your name to the guest. </li></ul><ul><li>Mr Smith Mrs Jain </li></ul><ul><li>Mr Arvind </li></ul>
Check for Guest Satisfaction <ul><li>At every opportunity, ask the guest how they are enjoying their stay. </li></ul><ul><li>If we don’t, we never know if the guest is 100% satisfied with our service. </li></ul>
Thank the Guest <ul><li>Thank the guest for staying with us </li></ul><ul><li>Be sincere and genuine </li></ul><ul><li>Invite them to return </li></ul>
<ul><li>Caring doesn't cost money. You can't buy it. It's just there. You have to mean it; your customers need to hear it in your voice. </li></ul><ul><li>It can't be faked. </li></ul><ul><li>Simple. Inexpensive. Memorable </li></ul>
So… <ul><li>SMILE </li></ul><ul><li>GREET </li></ul><ul><li>KEEP EYE CONTACT </li></ul><ul><li>EXUDE CONFIDENCE </li></ul><ul><li>DO NOT WAIT FOR GUEST TO MAKE THE FIRST CONTACT </li></ul><ul><li>UNDERSTAND BODY LANGUAGE </li></ul>
REMEMBER… <ul><li>First impressions are lasting impressions </li></ul><ul><li>You never get a second chance to make a first impression </li></ul>
AND… <ul><li>Every guest should leave saying …… wow, it’s a great hotel and most importantly it has fantastic people </li></ul>