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Wingate Hospitality<br />Creating the Most Hospitable Environment: Hotel and Restaurant<br />By Brandon Wingate<br />V. 2....
Introduction<br />Who are you?<br />Where are you from?<br />Why are you in the hospitality business?<br />
Program Goals<br />To provide a broader understanding of true hospitality<br />To discover best practices in delivering gr...
Module 1<br />The Essence of Hospitality<br />
“Hospitality is the foundation of a business philosophy. Virtually nothing else is as important as how one is made to feel...
Hospitality Definition:<br /><ul><li>Service is the technical delivery of a product. Hospitality is how the delivery of th...
Understanding the distinction between service and hospitality has been at the foundation of our success. Service is a mono...
Two Types of Hospitality<br />Offensive Hospitality<br />Figure out creative ways to enhance an already good experience <b...
Signs of TROUBLE!!<br />“worst choice in Houston area”<br />“avoid at all costs”<br />“I felt like I was bothering the fro...
What you want…<br />“The food and service was perfect!”<br />“The front desk staff was so helpful and friendly”<br />“I wi...
Fly Fisherman Theory<br />Fly fishermen gather information from tiny insects on the bottom of rocks in a stream. These ins...
Signs of a potential “hook”:<br />Guest’s impatient look<br />Glance at a watch<br />Sighing<br />Untouched dish<br />Curi...
Applying the Fly Fisherman Theory<br />Like the fly fisherman, it all starts by Turning Over Rocks. It is amazing how powe...
Shared Ownership<br />There is no stronger way to build a relationship with someone than taking a genuine interest in anot...
Shared Ownership cont.<br />Develops when guests talk about a hotel or restaurant as if it’s theirs (advocate). They can’t...
Loyalty Program<br />What is a loyalty program?<br />All team members are ambassadors of the brand. They should be experts...
Module 2<br />Hospitality in Motion<br />
Becoming a Hospitality ACE:Three Core Principles<br />Always Raising the Bar<br />Complete Team Effort<br />Employ Data Tr...
ACE: Always Raising the Bar<br />continuously raising the bar by challenging yourself to improve. If you’re not getting be...
GUEST Model<br />Greet each guest<br />Use guest name at least twice<br />Establish any guest needs<br />Show sincere inte...
15/5 Rule<br />Acknowledge the guest within 15 feet, engage them within 5 feet.<br />
LEARN Model<br />Listen<br />Empathize<br />Apologize<br />React<br />Notify<br />
ACE: Complete Team Effort<br />Involving all members of team, from front line to GM, to focus in on a common goal. You mus...
Empowerment<br />What is Empowerment?<br />The employee has a complete sense of responsibility. From front line associate ...
Ownership<br />What is Ownership?<br />The employee owns a problem, overseeing its resolution from beginning to end<br />
ACE: Employ Data Tracking Measures<br />Making decisions based on facts and measured numbers. The numbers do not lie.<br /...
Service Recovery Grid<br />Severity<br />High<br />Low<br />Low					       High<br />Fault<br />
Welcome Calls<br />A welcome call should be made to a guest room within 15 minutes of the guest checking in.<br />It is ma...
Departure Calls<br />Departure calls should be carried out on the PM shift<br />The front desk associate must call each of...
Defect Reporting<br />What are the top 3 problems reported at your hotel?<br />A Defect Log keeps track of guest issues an...
Module 3<br />Hospitality and You<br />
Your Brand<br />What is your current perception about your hotels brand? What do you know about it?<br />What brands does ...
Self Appraisal<br />List your strengths. Expand and elaborate.<br />List areas of improvement and shortcomings. What are w...
Future Goals<br />What are you looking for in your next job? Where do you want to go in your career?<br />What are other j...
Almost Done!<br />Program Assessment<br />
THANK YOU!!!<br />
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Wingate Hospitality

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This is a new company in the Houston area focusing on customer service training for under performing hotels and restaurants in the area.

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Wingate Hospitality

  1. 1. Wingate Hospitality<br />Creating the Most Hospitable Environment: Hotel and Restaurant<br />By Brandon Wingate<br />V. 2.0 2011<br />
  2. 2. Introduction<br />Who are you?<br />Where are you from?<br />Why are you in the hospitality business?<br />
  3. 3. Program Goals<br />To provide a broader understanding of true hospitality<br />To discover best practices in delivering great customer service<br />To layout a plan for leading your organization toward creating advocates<br />
  4. 4. Module 1<br />The Essence of Hospitality<br />
  5. 5. “Hospitality is the foundation of a business philosophy. Virtually nothing else is as important as how one is made to feel in any business transaction. Hospitality exists when you believe the other person is on your side. The converse is just as true. Hospitality is present when something happens for you. It is absent when something happens to you. Those two simple prepositions – for and to – express it all.”- Danny MeyerSetting The Table<br />
  6. 6. Hospitality Definition:<br /><ul><li>Service is the technical delivery of a product. Hospitality is how the delivery of that product makes its recipient feel
  7. 7. Understanding the distinction between service and hospitality has been at the foundation of our success. Service is a monologue – we decide how we want to do things and set our own standards for service. Hospitality, on the other hand, is a dialogue. To be on a guest’s side requires listening to that person with every sense, and following up with a thoughtful, gracious, appropriate response. It takes both great service and great hospitality to rise to the top.</li></li></ul><li>Service vs. Hospitality<br />When the right food is delivered to the right person at the right table at the right temperature at the right time.<br />When you see a member of the wait staff decanting a bottle of wine with care and grace<br />When your empty plate is cleared from the table in a graceful manner<br />When the waiter can explain and describe every entrée, appetizer, and wine on the menu. <br />Most distinguishes any business, is the sum of all the thoughtful, caring gracious things the staff does to make the guests feel they are on their side. <br />
  8. 8. Two Types of Hospitality<br />Offensive Hospitality<br />Figure out creative ways to enhance an already good experience <br />Extra desserts with inscriptions written and chocolate for birthdays<br />Dessert wine for regulars<br />Defensive Hospitality<br />Getting better at overcoming frequent mistakes or at defusing whatever situations the guests might be angry about.<br />Checking guests into occupied rooms<br />Swiping credit cards on third party reservations<br />
  9. 9. Signs of TROUBLE!!<br />“worst choice in Houston area”<br />“avoid at all costs”<br />“I felt like I was bothering the front desk attendent”<br />“the manager was rude and just didn’t care”<br />“my dinner was ruined because the waitress spent more time talking with her table of friends then she did taking care of us”<br />“I probably wont stay here again unless I have to”<br />
  10. 10. What you want…<br />“The food and service was perfect!”<br />“The front desk staff was so helpful and friendly”<br />“I will definitely return to this hotel for all my future visits”<br />“I love this restaurant!”<br />
  11. 11. Fly Fisherman Theory<br />Fly fishermen gather information from tiny insects on the bottom of rocks in a stream. These insects would tell the fishermen precisely which fly to tie to the line because the trout would only bite on an artificial fly that resembled what was actually hatching in the water. <br />There is a world of information under that rock, but it is up to the fisherman to care enough to look for it. There’s always a story behind a story if you look for it. By Turning Over Rocks you can augment your success at “hooking” guests by taking the care, time, and interest to look. <br />
  12. 12. Signs of a potential “hook”:<br />Guest’s impatient look<br />Glance at a watch<br />Sighing<br />Untouched dish<br />Curious gaze<br />Walking into a lobby and looking around aimlessly.<br />These are details that indicate that someone is bored, impatient, puzzled, interested, or lost. Each gesture is a potential opportunity to engage with the guest and provide hospitality. <br />
  13. 13. Applying the Fly Fisherman Theory<br />Like the fly fisherman, it all starts by Turning Over Rocks. It is amazing how powerful it can be to ask a guest where they are from. Often, that leads to making a connection because we know someone in common, or we’ve enjoyed the same restaurant, or share the same sports story. When choosing which restaurant to go to dinner, or which hotel to stay at to visit your aunt and uncle, you’ll choose the one whose hostess went to the same high school as you, or the one with front desk agent from your hometown, or the one with the waiter who shares your birthday. <br />
  14. 14. Shared Ownership<br />There is no stronger way to build a relationship with someone than taking a genuine interest in another human being. When we take an active interest in the guests at our hotel/restaurant, we create a sense of community and a feeling of “shared ownership”.<br />
  15. 15. Shared Ownership cont.<br />Develops when guests talk about a hotel or restaurant as if it’s theirs (advocate). They can’t wait to share it with friends and family, and what they’re really sharing, is the experience of feeling important and loved. That sense of affiliation builds trust and a sense of being accepted and appreciated. This invariably leads to repeat business a necessity for any company’s long-term survival. It creates loyalty.<br />
  16. 16. Loyalty Program<br />What is a loyalty program?<br />All team members are ambassadors of the brand. They should be experts of the program. <br />Loyalty programs turn into repeat business, which means higher revenues for the hotel. <br />
  17. 17. Module 2<br />Hospitality in Motion<br />
  18. 18. Becoming a Hospitality ACE:Three Core Principles<br />Always Raising the Bar<br />Complete Team Effort<br />Employ Data Tracking Measures<br />
  19. 19. ACE: Always Raising the Bar<br />continuously raising the bar by challenging yourself to improve. If you’re not getting better, you’re getting worse.<br />Implement GUEST model, LEARN model, and 15/5 rule<br />
  20. 20. GUEST Model<br />Greet each guest<br />Use guest name at least twice<br />Establish any guest needs<br />Show sincere interest<br />Thank the guest<br />
  21. 21. 15/5 Rule<br />Acknowledge the guest within 15 feet, engage them within 5 feet.<br />
  22. 22. LEARN Model<br />Listen<br />Empathize<br />Apologize<br />React<br />Notify<br />
  23. 23. ACE: Complete Team Effort<br />Involving all members of team, from front line to GM, to focus in on a common goal. You must do the RIGHT THING, versus doing everything right. <br />Empowerment<br />Ownership<br />Loyalty Program<br />
  24. 24. Empowerment<br />What is Empowerment?<br />The employee has a complete sense of responsibility. From front line associate to manager, any employee should have the complete sense of responsibility to make any decision he/she seems fit. There is nothing a front line associate can do that a GM cannot do. <br />
  25. 25. Ownership<br />What is Ownership?<br />The employee owns a problem, overseeing its resolution from beginning to end<br />
  26. 26. ACE: Employ Data Tracking Measures<br />Making decisions based on facts and measured numbers. The numbers do not lie.<br />Service Recovery Grid<br />Using tracking forms such as Welcome Calls, Departure Calls, Defect Reporting<br />
  27. 27. Service Recovery Grid<br />Severity<br />High<br />Low<br />Low High<br />Fault<br />
  28. 28. Welcome Calls<br />A welcome call should be made to a guest room within 15 minutes of the guest checking in.<br />It is made to welcome the guest to the hotel and to inquire of any arrival issues the guest may have observed.<br />A welcome call form should be used for every shift.<br />It must document the guest name, guest room number, time of check-in, time of welcome call, and if there were any issues with the room.<br />
  29. 29. Departure Calls<br />Departure calls should be carried out on the PM shift<br />The front desk associate must call each of the next day’s departures inquiring and encouraging about extending or making a future reservation<br />This creates hospitality, loyalty, and additional revenue. <br />
  30. 30. Defect Reporting<br />What are the top 3 problems reported at your hotel?<br />A Defect Log keeps track of guest issues and comments. It is a proactive approach for solving problems to ensure guest satisfaction. Complaints are defects too!<br />The form must include time reported, guest name, room number, problem location, problem reported, who order was assigned to (housekeeping, maintenance, etc.), time of call back to guest<br />
  31. 31. Module 3<br />Hospitality and You<br />
  32. 32. Your Brand<br />What is your current perception about your hotels brand? What do you know about it?<br />What brands does your hotel compete against?<br />What are the target markets for your brand?<br />
  33. 33. Self Appraisal<br />List your strengths. Expand and elaborate.<br />List areas of improvement and shortcomings. What are ways to improve on these? <br />
  34. 34. Future Goals<br />What are you looking for in your next job? Where do you want to go in your career?<br />What are other job possibilities? <br />Describe your ideal position and what makes it ideal.<br />What is your pledge to the hospitality industry?<br />
  35. 35. Almost Done!<br />Program Assessment<br />
  36. 36. THANK YOU!!!<br />

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