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Providing Exceptional Guest Experiences


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Providing Exceptional Guest Experiences

  1. 1. Providing Exceptional Guest Experiences
  2. 2. Definition of a Resort <ul><li>A hotel property </li></ul><ul><li>which provides enough </li></ul><ul><li>activities and facilities </li></ul><ul><li>to provide a </li></ul><ul><li>total vacation experience . </li></ul>-Travel and Vacations Dictionary
  3. 3. Definition of Hospitality <ul><li>The act or service of welcoming, receiving, hosting or entertaining guests. </li></ul><ul><li>- </li></ul>
  4. 4. Guest Service <ul><li>People think that providing great guest service is the only way to provide </li></ul><ul><li>great hospitality. </li></ul>
  5. 5. Guest Service is a part of it… <ul><li>However, providing great guest service alone </li></ul><ul><li>will not provide your customers with a </li></ul><ul><li>4-Star Experience . </li></ul>
  6. 6. Expectations have changed… <ul><li>Guests already assume you have comfortable rooms, excellent service, enough activities to keep them occupied and </li></ul><ul><li>good food options. </li></ul><ul><li>This is the standard in our industry and after all the definition of a resort. </li></ul>
  7. 7. What can you do to exceed standard expectations? <ul><li>Recap: </li></ul><ul><li>Comfortable rooms </li></ul><ul><li>Excellent service </li></ul><ul><li>Amenities </li></ul><ul><li>Food options </li></ul>
  8. 8. 7 Keys to Provide a 4-Star Experience <ul><li>Extremely proficient and effective guest service </li></ul><ul><li>Cross-selling products </li></ul><ul><li>Cleanliness of entire facility </li></ul><ul><li>Providing an array of activities </li></ul><ul><li>Providing memorable dining experiences </li></ul><ul><li>Branding your property and creating atmosphere </li></ul><ul><li>Updated accommodations </li></ul>
  9. 9. Providing Extremely Efficient Guest Service
  10. 10. <ul><li>Show, Not Tell- When asked a question by a guest, take them to the location and show them the answer… </li></ul><ul><li>Practice the Five and Ten Rule daily, with everyone (employees and guests). (Within 10’ of someone, make eye contact and smile. Within 5’, greet them verbally.) </li></ul><ul><li>Pay fantastic attention to detail and make things easy for your guests. Predict their needs. </li></ul>
  11. 11. Use the Hilton LEAP System <ul><li>L - Listen to the guest fully and without interruption. </li></ul><ul><li>E - Empathize . Make sure they know you would feel the same in way in that situation. </li></ul><ul><li>A - Apologize and let them know you are sincerely sorry this happened to them. </li></ul><ul><li>P - Problem Solve . Give them a choice of 2 solutions. Give power back to them. Follow-up later (this will make you stand out from your competition). </li></ul>
  12. 12. Something you can do right now: <ul><li>Radiate KINDNESS </li></ul>It is free. Everyone is capable of it. It feels good.
  13. 13. Cross-Selling Products
  14. 14. Cross-Sell to Add Service… <ul><li>88% of guests want to be advised of services that suit their needs. </li></ul><ul><li>42% of those people will purchase an additional service. </li></ul>-Kevin Dwyer-4Hoteliers
  15. 15. The truth of the matter… <ul><li>In general, the hospitality industry is behind the curve. </li></ul><ul><li>Many employees are uncomfortable with cross-selling b/c they believe it is intrusive to the guest. </li></ul><ul><li>And the real problem is, most of our staff does not know what to cross-sell. </li></ul>
  16. 16. Cross-Selling Shows You Care… <ul><li>If the product or service you are trying to sell relates to what they already bought, you will come across as helpful. </li></ul><ul><li>NOT as an annoying sale person! </li></ul>
  17. 17. Train, Train, Train! <ul><li>Constantly update your guest service and food and beverage employees about what your facility offers. Otherwise, they really won’t know! </li></ul><ul><li>Give examples so they understand how to cross-sell and make it real to them. </li></ul><ul><li>Ex. A guest wants to purchase 4 day passes. Why not offer them a pre-paid card so they can buy food? </li></ul>
  18. 18. Cleanliness. <ul><li>You can create your guests first impressions… </li></ul>
  19. 19. A Dirty Facility is a Deal breaker… <ul><li>People pay for experiences and they want it to be better than where they came from… </li></ul><ul><li>and they came from their home! </li></ul>
  20. 20. It is everyone’s responsibility… <ul><li>Facilities are just too large to only have one department in charge of cleaning. </li></ul><ul><li>Teamwork makes a difference…everyone from the top down must work together to maintain a greater level of cleanliness that people have in their homes. </li></ul>
  21. 21. And the job never ends… <ul><li>Cleaning, while exceeding standards, is a </li></ul><ul><li>24/7/365 a day operation </li></ul><ul><li>on top of your regular job! </li></ul>
  22. 22. Create a schedule! <ul><li>Maintain regular deep cleaning schedules and stick to it. </li></ul><ul><li>Create daily checklists for your a.m. and p.m. shifts to complete. Don’t forget your parking lots! </li></ul><ul><li>Management must routinely check up on the quality of cleanliness. </li></ul><ul><li>Pick up a piece of trash and like it! </li></ul>
  23. 23. Activities, Amenities and Entertainment!
  24. 24. Simple ideas to create some added fun: <ul><li>If you have an arcade, host daily or weekend arcade tournaments. </li></ul><ul><li>Speak with schools and have local children perform at your facility. </li></ul><ul><li>Purchase simple arts and crafts from an online site and start an activities program. </li></ul>
  25. 25. <ul><li>Partner with your food service provider and host dinners or buffets that is an ‘add-on’ to their day pass or overnight package. (Luau’s, New Years Eve Party, Easter brunch, etc) </li></ul><ul><li>Celebrate the seasons! Decorate and theme your facility. </li></ul><ul><li>- Have a trick or treat day </li></ul><ul><li>- Easter egg hunt </li></ul><ul><li>- Photo with Santa </li></ul>
  26. 26. <ul><li>The more you offer… </li></ul><ul><li>the longer they will stay… </li></ul><ul><li>& the more $$$ they will spend! </li></ul>
  27. 27. No added staff needed! <ul><li>Believe it or not, there are several employees right now that would love to take on a project such as developing an activities program. </li></ul><ul><li>Create relationships with your local university and utilize interns! </li></ul>
  28. 28. Memorable Dining Experiences
  29. 29. Offer variety! <ul><li>The number one reason guests leave a facility (besides having to go home) is to seek out food options. </li></ul><ul><li>Even if you only have the space or budget for one eating establishment, provide enough choices so that your guests don’t leave! </li></ul>
  30. 30. <ul><li>People want to have a significantly different dining experience than what they are accustomed to at home. </li></ul><ul><li>Serve quality foods, within budget, with a few unique options. </li></ul><ul><li>(fried pickles are great!) </li></ul><ul><li>Think outside the food: the atmosphere they will be dining in, the tables and chairs and the comfort level. </li></ul>
  31. 31. <ul><li>Force the guests to ask themselves: </li></ul><ul><li>Do we really need to leave? </li></ul><ul><li>Don’t forget about providing themed dinners, family meal options and cards so the guests can add-on money in advance. </li></ul>
  32. 32. Branding and Atmosphere The Image
  33. 33. <ul><li>So much surrounds us on a daily basis that we cannot control. </li></ul><ul><li>One thing you can do is manage the image of your company. </li></ul><ul><li>This can effectively be done with the right PR person, graphic artist, management team and a vision for the future. </li></ul>
  34. 34. Complete Your Look… <ul><li>Consider creating, reworking or revisiting your mission or vision statements. Employees and guests personal values should match your company’s </li></ul><ul><li>mission statement. </li></ul>
  35. 35. Plan 6-12 months ahead <ul><li>All of your marketing materials (ads, website, billboards, in-room tent cards, memos, resort TV channel, etc) should be branded with your theme or vision for the year. </li></ul><ul><li>Use the same font, color scheme, symbols and logo. </li></ul>
  36. 36. Centralize <ul><li>When various departments are putting out messages, whether internally or externally, messages become mixed and mistakes can happen. </li></ul><ul><li>Appoint one person to oversee the image of the company and help brand and proofread all of the pieces leaving your company. </li></ul>
  37. 37. Keep it Fresh <ul><li>Just because you are planning ahead does not mean your information gets stale. </li></ul><ul><li>The easiest place to start is your website. Update photos, change color schemes and reword the same info. </li></ul><ul><li>(Interns will help with this!) </li></ul>
  38. 38. Don’t forget about your physical space <ul><li>Your branding makeover cannot be complete without some refreshers to those stale public areas. </li></ul><ul><li>Lighting and greenery are relatively inexpensive and will capture your guests imagination as soon as they walk into your doors. </li></ul>
  39. 39. <ul><li>Even though your park’s features may remain the same inside, there are plenty of surrounding spaces to spruce up with lighting, artwork, furniture and plants. </li></ul><ul><li>Lobbies, restrooms, dining areas, foyers, retail spaces, parking lots, arcades and even break areas are a good place to start. </li></ul>
  40. 40. Updating Accommodations
  41. 41. <ul><li>Massanutten Resort, VA </li></ul><ul><li>7,000 acre resort with 2000+ condo units, 6 hotels, indoor/ outdoor WaterPark, skiing, 2 golf courses, spa, 2 rec centers, 1600+ employees. </li></ul>Case Study
  42. 42. <ul><li>We needed to renovate and upgrade almost all of our units. </li></ul><ul><li>Here is the current plan: </li></ul><ul><li>Flat screen TV’s </li></ul><ul><li>Pillow-Top King Mattresses </li></ul><ul><li>New linens, bedspreads and curtains </li></ul><ul><li>New cabinets, backsplash and countertops </li></ul><ul><li>New kitchen appliances </li></ul><ul><li>Overall upgrade of paint colors, lighting and furniture </li></ul>
  43. 43. <ul><li>This will be a 6-year plan and then it will turn over and repeat itself. </li></ul><ul><li>It is crucial to stay on top of renovations and upgrades due to the vast amount of competition out there. </li></ul><ul><li>When you make upgrades to your facility, it is best to advertise those to your guests. </li></ul>
  44. 44. <ul><li>Bid out your jobs. Everybody wants your business. </li></ul><ul><li>Use secret shoppers. They have a unbiased viewpoint and will really tell you what paint color to use! </li></ul><ul><li>Use a scoring system with your comment cards so you can easily track your progress and know you are investing your money in the right areas. </li></ul>
  45. 45. Even if you can’t afford the whole package… Do something! <ul><li>Updating paint color is the most cost effective way to make a difference in your rooms. </li></ul><ul><li>Lighting can be relatively inexpensive as well. </li></ul><ul><li>When you buy items for your rooms, always think ahead. Don’t always go the least expensive route. It may cost you more in the end! </li></ul>
  46. 46. Tips and Tricks
  47. 47. <ul><li>Use employee contests to name new menu items, retail areas, slides, etc. </li></ul><ul><li>Create contests for guests to submit their vacation photos from their trip. You will greatly increase your photo library while getting your guests involved! </li></ul>
  48. 48. <ul><li>Befriend local bakers or florists and promote their items in your facility. You will have fresh flowers or cookies in your lobby weekly! </li></ul><ul><li>Hold After-Hour Chamber of Commerce functions at your facility. It is a great way to gain local exposure. </li></ul><ul><li>Always use press releases, even on the smallest item. You never know when the newsroom is slow and they will pick up your story. </li></ul>
  49. 49. <ul><li>Get in touch with your local and state tourism entities and CVB’s. Invite them to tour your facility. </li></ul><ul><li>On top of that, ask them what programs they have for businesses in the state. Many will offer FREE guest service training seminars at your facility, website assistance and a host of other free services. </li></ul>
  50. 50. <ul><li>Look into ‘green products’ such as light bulbs, cleaning supplies and paper products. Many of these items cost less per unit and are good for the environment. </li></ul><ul><li>Use the GM response tool on to personally connect with the guests that have stayed with you. </li></ul>
  51. 51. Use the Web <ul><li>Use social media outlets such as blogs, video sites and networking. Often these are free and provide good exposure. </li></ul><ul><li>Create a simple sign-up form on your site so you can build your database and send out emails to those that really want it. </li></ul>
  52. 52. Helpful websites <ul><li>Track your competition’s web traffic: </li></ul><ul><li>Know how your site looks in all browsers: </li></ul><ul><li>This will tell you the exact demographics of the people visiting your site: </li></ul>
  53. 53. <ul><li>This will tell you your Google page rank (above a 5 is good): </li></ul><ul><li>Create alerts that will be sent to you via email through: </li></ul><ul><li> </li></ul><ul><li> </li></ul><ul><li> </li></ul>
  54. 54. Contact: <ul><li>Sarah Elson </li></ul><ul><li>[email_address] </li></ul>