18 habits


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very simple attributes of hoteliers... but if you can imbibe these qualities in yourself .... as a hotelier these are life skill....the presentation is made for all levels of audience... how every the structure is simple for all to follow.

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18 habits

  2. 2. HABIT NO. 1 Warm and sincere greetings with all our guests” 2
  3. 3. In the true arabian tradition all our guests are greeted with warmth and sincerity. It is not just at the first contact with the hotel but every time we meet the guest or speak to him/her over the phone, we must greet the guest. 3
  4. 4. Every time you have any contact with our guest, (internal and external we should: Establish eye contact (in case of in-person contact) with the guest. Smile Use the proper phraseology. Use the guest’s name when ever and wherever possible. 4
  5. 5. The greeting should be genuine and should come from the heart, only then our guests will feel the warmth of it. We also do it among ourselves. As per MIRS the greeting should be extended to the guest even before we may say or do anything else, by using appropriate phraseology. For example- Good morning Mr./Ms _________ may I service your room please? 5
  6. 6. This could be anytime:  When we meet/welcome the guest  When we enter the elevator with the guest  When we walk down the public areas  When we answer any call  When we go to their table  When we enter their room in their presence  When we meet our colleagues in the hallways. 6
  7. 7. HABIT NO. 2 “We address our guests (internal and external) by name, whenever and wherever possible.” 7
  8. 8. Every one likes to be called by their names, our guest is no different. This is one way of personalizing the interaction. It is the way we can show our guest we care. In order to build a relationship with our guest, we should always use the guest name during every contact and should use it enthusiastically. 8
  9. 9. The display phones are provided to the areas where the guest calls up most often for the very same purpose. Incase we do not know the guest name or find it difficult to pronounce it, ask the guest how he/she would like to be addressed and from that point onwards address our guest using their name. Always use proper salutation for their names. Never use “Sir/madam” if we already know the name of the guest. 9
  10. 10. We must also address all your co- workers too by using their name. This is a way we show respect towards all our colleagues. As per MIRS, our guest should be addressed by his/her last name in all cases except if the guest wishes to be addressed in any other manner. 10
  11. 11. This could be anytime:  When we meet/welcome the guest  When we enter the elevator with the guest  When we walk down the public areas  When we answer any call  When we go their table  When we enter their room in their presence  When we meet your colleague in the hallways 11
  12. 12. HABIT NO. 3 “We escort our guest rather than pointing out the directions” 12
  13. 13. All our guests are VIPs, and they shall be treated accordingly. Our guest in all circumstances must be escorted. Escorting is not any one person’s job, any one who can escort and lead the guest should do it. We are not a traffic policeman and hence do not point directions, but take extra steps and lead the guest to place he/she wants to go. By pointing out the direction our guest will certainly reach the destination, but by escorting they will reach there comfortably. 13
  14. 14. Incase we are not able to escort our guest personally, request our co-worker to do so by introducing the guest and the escort. Over and above displaying that our guest is the most important to us, this is an opportunity for us to inform and promote our hotel facilities and services to the guest. 14
  15. 15. As per Le Meridien standards, all our guests will be escorted at all times. This could be anytime:  From the main porch to the reception desk  From the reception desk to the guest room  From the hostess desk to the guest cloak rooms  From the Lobby to the restaurants  From the guest relations desk to the fitness center  From the airport exit to the car/coach  FROM ANYWHERE TO ANYWHERE 15
  16. 16. HABIT NO. 4 “We adhere to MIRS telephone etiquettes and phraseology” 16
  17. 17. Many people come in contact with our hotel staff by telephone. Please remember that this is our unseen audience or potential guest! We want to make sure that every one is treated with equal courtesy and consideration. Hence, always use a friendly tone of voice. Speak with a smiling voice. Every time we attend a call use proper etiquettes and phraseology. “The privacy of our guest will always be respected - no calls will be screened”. 17
  18. 18. Some Pointers:  All calls should be answered within three rings  Smile on the phone  While handling a call from our guest, always use the guest name.  While making a call to the guest, always identify yourself first.  Be accurate and careful while taking a message  Do not stay on phone longer than necessary  Wait for the caller to hang up first 18
  19. 19. Situation In Correct Phraseology Correct Phraseology Answering an outside call Hello Good morning, thank you for calling MIRS , How may I direct your call/ How may I assist you? Answering an in house call Hello ‘Identify department’ Good Morning, ‘Identify yourself’ speaking How may I assist you? Placing the guest/co-worker on hold Please hold/Hold on May I put you on hold please? Getting back to the guest on hold Hello Thank you for waiting Mr./Ms.______ Transferring the call Connecting you/ Transferring you May I transfer your call to ________ please/ May I transfer your call please If we have not understood what the guest said What? I beg your pardon, Sirma’am Or I’m sorry. / I did not get that. / May I request you to repeat it please? 19
  20. 20. HABIT NO. 5 “We always demonstrate a great sense of urgency for our entire guests needs - deliver it in time all the time.” 20
  21. 21. In today’s rapid world, our guests do not like to wait at all; they want things immediately or on the fingertips. Speed is service. All the requests and complaints of our guest will be met with or handled within MIRS standard time limit. Our guest determines our efficiency by the speed and consistency of our service delivery and/or service recovery. 21
  22. 22. No guest will ever complain because his requests were attended to immediately, on the other hand it would only delight him. Some pointers  Review our processes to find steps that can be added/amended/deleted so as to reduce the cycle time and hence increase speed.  Adhere to standard response timing.  Never put any thing for later that you can do right now. 22
  23. 23. HABIT NO. 6 “We always maintain MIRS Grooming standards by wearing an immaculate uniform and proper name tag”. 24
  24. 24. Our guest forms the impression by what he sees. The way we look and behave will form the basis of what the guest thinks of you. So we can choose how we want our guest to feel about us Our guest has high expectations of the professionalism from our employees. So, personal hygiene and grooming must be kept high at all times. Let us hold ourselves responsible for higher standards than anybody else expects of us. Never excuse ourselves. 25
  25. 25. Always make sure:  We always appear clean and smell fresh.  We are wearing an immaculate uniform.  We have a clean and clear name tag always on you.  We are adhering to MIRS grooming standards.  We PROJECT YOUR BEST IMAGE AT ALL TIMES.  We have a positive body language.  We are courteous and well mannered to all. 26
  26. 26. HABIT NO. 7 We internalize and Practice- ‘Cleanliness is everyone’s job’ 27
  27. 27. Cleanliness of the work area and guest area is the job of each and every employee of the hotel. All our guests expect the highest level of cleanliness in each area at all times. So, we have to make sure they get it clean every time. It is not only the job of the Housekeeping or the Engineering department to ensure the cleanliness but the responsibility lies in all. “We can increase your efficiency by keeping our work areas clean and clutter free”. 28
  28. 28. For example:  If we see any small paper on the floor, do not wait for housekeeping to attend to it, instead do it ourselves.  If we see any dust, we wipe it immediately.  Always clean our work areas after the work is over.  The equipments and items that are not required to carry out our daily work should be removed from the area. 29
  29. 29.  Take initiative and dust our own area and not wait for some one else to do it.  The heart of the house areas should be kept as clean as the front of the house areas.  DO NOT LITTER.  Comply with all hygiene standards at all times. 30
  30. 30. HABIT NO. 8 “We are knowledgeable about all the hotel information and facilities”. 31
  31. 31. The facilities that the guest can use in the hotel will be known to all the employees and should be communicated to our guest when ever asked for. We can only help the guest if we know what the hotel can provide and will demonstrate true professionalism. 32
  32. 32. “Knowledge is power” We can sell the hotel facilities and services with confidence, ease and pride if we know the details and can make the guest happy by helping them get what they want. Let’s take the initiative to know more about our department, our hotel and our job, as not to know is bad; but not to wish to know is even worse. 33
  33. 33. LOOK OUT FOR  Hotel fact sheets  Notice boards  Logbooks  Inter departmental communications  Departmental briefings etc…. 34
  34. 34. HABIT NO. 9 “We Listen to all our guests without interrupting, we never justify or argue with any guests”. 35
  35. 35. 36 We listen to what our guest has to say by noting down all necessary details. This apart from solving the purpose of helping the guests shows that we respect what he/she has to say. We pay undivided attention to our guests; we make them feel that we are concerned!
  36. 36. We always ensure that the guest has completed what he/she has to say before we say anything at all. We never argue or justify any situation with our guest but understand what he/she has to say by listening to every detail. Guest does not want to know what has caused the situation, but what can be done about it now. 37
  37. 37. For example:  We listen with concern what our guest is saying. Listen to our colleague the same way!  We provide undivided attention and we will make them feel “we care”.  We never interrupt our guest.  We never justify what went wrong, but apologize and rectify it.  We are ever rude and unfriendly. 38
  38. 38. HABIT NO. 10 “We own and follow- up personally on the guest request or complaint till the guest is satisfied” 39
  39. 39. Our guests expect high efficiency from us. They look at us as a problem/request solver and do not expect us to pass them over to someone else. We assist the guest professionally and with confidence. When ever we receive any request or complaint from our guest we should never ask him/her to call up any other extension even if the request/complaint does not pertain to our department. 40
  40. 40. Instead, we will note down the details and forward it to the concerned person, but will follow up personally till the guest is satisfied. We own the guests request or complaint. Instead of directing the guests to someone else we will own the request/complaint and act on it. 41
  41. 41. Some Pointers:  We never ask the guest to call up another extension if they require something.  We make note and call up the concerned department.  We follow-up with the respective department.  We call the guest to confirm that the request has been handled and/or the complaint has been resolved to the guest satisfaction. We say “We will take care of this for you” … and not “We will take care of this”. 42
  42. 42. HABIT NO. 11 “ We always put ourselves in the guest’s shoes by focusing on all our guests” 43
  43. 43. In order to anticipate our guest needs and deliver what our guest requires it is very important to focus on our guest. We must give our guest our un-divided attention. This would make the guest happy and ultimately loyal to MIRS. We always do things keeping in mind, what the guest would want us to do in that situation. 44
  44. 44. We create experiences for our guests and must first plan them by putting ourselves his his/her shoes. Our guest is the sole purpose of our existence. Be sensitive to the guest needs. Always put our guest before anything else. There are many things that we can do and change that will help us see the guest point of view and help us service our guest with the highest level of professionalism. 45
  45. 45. For example  We do not disturb guest by either forming a gathering or speaking loudly in the public areas.  We take note of guest preferences and ensure that the same are delivered to him/her.  We always deliver to the guest what we have already committed to.  Whenever we are introducing new services or product we always do these with the guests in mind. 46
  46. 46. HABIT NO. 12 We comply and practice – ‘Safety is everyone’s responsibility’ 47
  47. 47. Safety is one of the most important needs of our guest. It is the minimum that our guest asks from us. They trust you to provide them a safe environment. “The safety of our guests, our colleagues and our property is our job”. 48
  48. 48. It is everyone responsibility to be alert at all times and protect all that we value most. It is everyone’s responsibility to create a safe, secure and accident free environment for each other and our guests. We must always maintain and comply with the Safety & Hygiene standards set by MIRS so as to make the hotel a safer place for the guest to stay as well as a better place for our co-workers to work in. 49
  49. 49. Some pointers:  Know and follow the safety guidelines of all equipment and material.  Always be alert to notice any suspicious bags, luggage, and boxes out of place.  We will never compromise on our safety as well as the safety of the hotel and our guests.  We will immediately report any safety and/or fire hazard.  We will ensure preventive maintenance of the equipments that we use. 50
  50. 50. HABIT NO. 13 We showcase a positive, confident, cheerful and enthusiastic attitude- ‘We are on stage’ 51
  51. 51. Our guests are noticing each and every move of ours. So, we always have a positive attitude and are confident and enthusiastic to help our guest at all time. We will project ourselves as a professional, by being confident and enthusiastic. By being cheerful and having a positive attitude we will be able to handle situations with greater ease and efficiency. “80% of the information that our guest retains is related to what we project. If we can enhance our appearance, attitude and behavior, we will be more successful”. 52
  52. 52. For Example  Maintain a upright body posture and positive body language whenever in the front of the house areas.  Always smile and maintain an eye contact.  Be enthusiastic and energetic to offer assistance to all our guests.  When we walk, we walk with confidence.  WE PROJECT OUR BEST IMAGE AT ALL TIMES.  We think and act in a positive frame of mind. `` 53
  53. 53. HABIT NO. 14 We never say, ‘I do not know’ ‘I can’t’, or ‘it is impossible’, but always offer alternatives 54
  54. 54. Whenever there is a guest enquiring or requesting for something, we never say no. At times, to honor the request may not feasible, in such cases we offer alternatives and let the guest choose the best one. The guest looks at us as a problem solver. So, rather than telling the guest what we can not do, tell him/her what we can do or offer. 55
  55. 55. “There is always an alternative way of doing something”. Let’s be honest, let’s not hide behind roles or pretend to know everything. In circumstances that the guest’s request/require can be met exactly, we suggest to our guest by offering alternatives as to how we can help our guest in such a situation and comply with his request. 56
  56. 56. Always:  Check for alternatives.  Make sure that the alternative is acceptable to the guest.  Be aware of the facilities and services offered by the hotel.  If we can not help our guest, find some one who can. 57
  57. 57. 58
  58. 58. This habit is all about, what will delight our guest. Our guest has certain expectations from us, but only when we exceed these expectations, that our guest is left speechless. This generates the “WOW” factor. Our guest will be delighted only when we provide more than we have committed to. This will dazzle our guest and will make him/her always remember Le Meridien 59
  59. 59. “By doing so our guest will feel important and cared for”. This will highlight our spirit of hospitality towards all our guests. Adopting this habit will help us continuously improve and better ourselves as well as the service that we give by raising the bar of our own standards. 60
  60. 60. For example  We surprise our guest with extra personalized attention.  We deliver the room service order faster than the informed timing.  We provide express checkout facility to a business traveler.  We give our guest a larger portion size incase they have come with a family.  We provide a conditioner too, if a guest requests for an extra shampoo.  We take initiative to WOW our guest. 61
  61. 61. HABIT NO. 16 “We take pride in what we do yet be humble in our attitude” 62
  62. 62. We are proud of being a MIRS and what we do. But at the same time handle all our guest and colleagues with humility. In the act of delighting the guest, we all have a distinctive role to play. We enact our role with pride and honor. We are not doing a favor to our guests by serving them, they do us a favor by letting us serves them. We are not servant but we are professional because each one of us have made a clear decision to be of service to our guests. 63
  63. 63. Let’s understand that every small task we perform or the thing we do has a huge impact on the guest experience. We should take pride in doing all these tasks to the best of our ability. So:  Let’s take pride in cleaning the guest room.  Let’s take pride in answering the guest email immediately.  Let’s take pride in setting up a perfect buffet for the guest.  Let’s take pride in being well groomed and wearing your uniform.  Etc… There are no small jobs, everyone jobs is as important! 64
  64. 64. We should:  Develop a positive sense of belonging towards MIRS.  Respect the job that we do and the job that everyone else does.  Be courteous to all our guests and co- workers.  Be a goodwill ambassador for Le Meridien. 65
  65. 65. HABIT NO. 17 We practice lateral service for all- there is no-‘It is not my job’ 66
  66. 66. It is the responsibility to each one of us to create a work environment of team work and lateral service so that the needs of our guest and each other are met. The only way that all our guests will get what they want is when we all help each other in ensuring that. “Remember that we are all working together towards a common goal -Guest Satisfaction and loyalty” 67
  67. 67. You must contribute to a positive work environment by synergizing with others and provide flawless service to our guests. For Example:  Duty Manger can park cars when the valets are busy.  Sales Executive can vacuum rooms when required.  F&B Managers can take check-in at the time of need.  Engineering personal can welcome our guest at our main porch. 68
  68. 68. We will support anyone who needs help in any way to make the guest stay comfortable. Some pointers:  Concentrate on solving problems rather than placing blame.  We should adhere to the Service level agreements.  Co-operate within our own department and across others.  Trust each other and keep their trust.  Co-operate and ask “Can I be of any assistance?” 69
  69. 69. HABIT NO. 18 “We genuinely thank our guests for their support and patronage” 70
  70. 70. It should be noted that, we are being paid by our guests. Hence, we should always make sure we express our gratitude towards him/her. The magic word “Thank you” will be used genuinely by all of us at the end of each guest interaction. This is also the opportunity to welcome him back and/or take permission for our reappearance. 71
  71. 71. This can be done by saying for example, “Thank you Mr. /Ms_________ for staying with us. It was a pleasure serving you”. When:  Every time our guest uses any facility of the hotel.  Every time the guest leaves our Hotel.  Every time we finish the phone call. 72