6. First Impressions Q: How long does it take to make a first impression? A: 3-5 seconds Q: If you wanted to put a bad first impression right, how long would that take? A: It can take up to 10-15 times of meeting that person. Q: Do we get the opportunity to do that with our guests? A: No, once we lose them, there is a strong likelihood we have lost them for good!
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13. Greetings “ Good Morning………” “ Good Afternoon……..” “ Good Evening……..” Sir/Madam or use Name when you know it.
14. Greetings “ Good Morning………” “ Good Afternoon……..” “ Good Evening……..” Sir/Madam or use Name when you know it. Trainer: Saying it in this ways shows professionalism, practice how you would say it, use the correct tone and speaking with confidence shows you are a confident person.
18. Brand Standards At every opportunity use the guests name. Trainer: Why do we have Brand Standards? Ensures consistency, maintains standards, working for Hilton and this is a brand with over 77 hotels in UK & Ireland - some of our guests do visit other Hilton hotels! Why do you think using the guests name is one of our Hilton’s Brand Standards? Makes the guest feel special, it is personalised, it shows you have made a special effort. In what ways can you find out what the name of the guest is? Through you having a conversation with the guest, keycard, event information, or simply asking. Once you know it, take the opportunities to use - notice the reaction you get!
Editor's Notes
Introductions Ice-breaker
Introductions Ice-breaker
Introductions Ice-breaker
Introductions Ice-breaker
People will tell 3 others of a good experience, but 11 of a bad experience! Therefore, WORD OF MOUTH is extremely powerful, it is human nature to talk about your experiences. We want our guests to return back to us again and again because YOU are here. YOU can make a difference by the simple tips I give you today.
People will tell 3 others of a good experience, but 11 of a bad experience! If a complaint is handled correctly, that person may become your most loyal customer. Q: Looking at these facts and statistics, how can we view complaints in a more positive manner? Complaints should not be feared, they are positive feedback - a way to improve on areas that we may have fallen down on. They can be viewed as a challenge, a challenge to turn that unhappy guest into a happy guest so that he/she will return to this Hotel again and again; and so that they will tell their family, friends and colleagues about us, this is WORD OF MOUTH!!!
Greeting - say it with enthusiasm - Good Morning, Good Afternoon, Good Evening Eye contact states we are interested and are listening. A smile states that we are friendly, helpful and approachable. Nod indicates you understand Leaning in and moving forward says you are interested in what is going on Tone of voice says a lot about your personality and how you are feeling - watch out for the volume, the speed and how you say the words Don’t fidget with your hands, don’t place them in pockets, use them to explain your points Escort guests (if possible) Use positive language
![Hilton St Helens Welcoming a Guest ,[object Object],[object Object],[object Object],[object Object]](data:image/gif;base64,R0lGODlhAQABAIAAAAAAAP///yH5BAEAAAAALAAAAAABAAEAAAIBRAA7)