CONFLICT RESOLUTION AND GUEST SERVICES: CREATING A HEALTHIER GUEST SERVICES CULTURE

1,861 views

Published on

0 Comments
0 Likes
Statistics
Notes
  • Be the first to comment

  • Be the first to like this

No Downloads
Views
Total views
1,861
On SlideShare
0
From Embeds
0
Number of Embeds
3
Actions
Shares
0
Downloads
16
Comments
0
Likes
0
Embeds 0
No embeds

No notes for slide

CONFLICT RESOLUTION AND GUEST SERVICES: CREATING A HEALTHIER GUEST SERVICES CULTURE

  1. 1. CONFLICT RESOLUTION AND GUEST SERVICES BUILDING A HEALTHY GUEST SERVICES CULTURE
  2. 2. RESOLUCION DE CONFLICTOS y SERVIO A HUESPEDES CRIANDO UNA CULTURA DE SERVICIO SANO
  3. 3. WHAT IS A SERVICE CULTURE?• A SERVICE CULTURE IS THE COMBINATION OF EXPERIENCES, BELIEFS, ATTITUDES AND ACTIONS THAT RESULT IN EITHER OR A POSITIVE OR NEGATIVE ENVIRONMENT FOR BOTH HOTEL STAFF AND GUESTS ALIKE
  4. 4. A NEGATIVE SERVICE CULTUREAMONG THE MANY SIGNS YOU WILL SEE:• LACK OF TEAMWORK AND COMMUNICATION• ABSENCE OF EMPLOYEE EMPOWERMENT• HIGH TURNOVER IN DEPARTMENT• UNCLEAR EXPECTATIONS AND PROCEDURES• ABSENCE OF PRO-ACTIVE BEHAVIOR• …ALL RESULTING IN THE INCREASE OF GUEST COMPLAINTS AND/OR THE INABILITY TO SUCCESSFULLY RESOLVE GUEST COMPLAINTS
  5. 5. A POSITIVE, DYNAMIC SERVICE CULTUREAMONG THE SIGNS YOU WILL SEE;• HIGH LEVEL OF FRONT-LINE EMPLOYEE EMPOWERMENT• EXCELLENT ABILITY TO ANTICIPATE, RESPOND TO, AND RESOLVE ADVERSE SITUATIONS AND COMPLAINTS WITH A WIN-WIN ATTITUDE• EXCELLENT COMMUNICATION LEVELS• EXCELLENT RECOGNITION PROGRAMS• …ALL OF WHICH RESULTS IN OUTSTANDING LEVELS OF SERVICE AND SKY-HIGH GUEST SATISFACTION SURVEY RESULTS
  6. 6. THE COURSE• “ A WINNING CULTURE” IS A FOUR-PART, TWELVE HOUR COURSE WITH A DIFFERENT BUT RELATED FOCUS EACH DAY• DAY ONE- EXPERIENCES, ATTITUDES, AND VALUES• DAY TWO-CREATING A WINNING CULTURE (MANAGERS AND SUPERVISORS ONLY)• DAY THREE-CREATING A WINNING CULTURE• DAY FOUR-COMPLAINT RESOLUTION TECHNIQUES AND L.E.A.R.N.
  7. 7. DAY ONE• DAY ONE FOCUSES ON:• EXPERIENCES, VALUES, AND EXPECTATIONS BOTH AS GUEST AND AS SERVICE PROVIDER• THE IMPORTANCE OF TRIPADVISOR AND THE INTERNET• BODY LANGUAGE• OUR ATTITUDES ABOUT GUESTS AND COMPLAINTS
  8. 8. DAY TWO• THIS SESSION IS FOR EXECUTIVES, MANAGERS, AND SUPERVISORS AND DISCUSSES:• RECOGNIZING WEAKNESSES IN CURRENT SERVICE CULTURE• THE CYCLE OF EXPERIENCE, BELIEF, ACTION, CULTURE, AND RESULTS• PRO-ACTIVE BEHAVIOR AND EMPOWERMENT• THE CULTURE OF ACCOUNTABILITY• STRENGTHENING LEADERSHIP SKILLS AND STRENGTHENING THE CULTURE• IDENTIFYING DESIRED RESULTS• INTERVIEWING PRACTICES, NEW-HIRE AND ON-GOING TRAINING
  9. 9. DAY THREE• THE GUEST SERVICES TEAM• EMPLOYEE EMPOWERMENT• BEING PRO-ACTIVE THE CULTURE OF ACCOUNTABILITY• OPENING LINES OF COMMUNICATION BETWEEN FRONT LINE AND MANAGEMENT• WELCOMING COMPLAINTS• THE ABUSIVE GUEST• “NOT OUR PROBLEM”; TAKING CARE OF GUESTS WHO HAVE HAD NEGATIVE EXPERIENCES UNRELATED TO HOTEL
  10. 10. DAY FOUR• SUCCESSFUL CONFLICT AND COMPLAINT RESOLUTION TECHNIQUES• L.E.A.R.N.• LISTEN• EMPATHIZE• APOLOGIZE• REACT• NOTIFY

×