This management training, accompanied by a participant guide, was created because the hotel needed to better & more quickly resolve guest service issues. Using KSL's 4 Keys training as the foundation, then layering in guest feedback, the desired outcome was to give managers tools to guide the decision-making process for handling guest complaints so they may train their teams to immediately address & resolve guest complaints. Following the management training, guest satisfaction scores improved.

1. 1
4 Keys in
Resolving Service Issues
DISCUSSION POINTS
•Now that we have reviewed the Unifocus information and know what our guests
are telling us, let’s talk about how we can improve out guests’ experiences by
specifically focusing on applying the 4 Keys to resolving service issues.
KEY
Headings are in ALL CAPS - BOLD
Scripted Dialog is in Italics
Facilitator instructions are in Red

2. Our Goals for Today
• Review each of the “4
Keys” to Creating
Guests for Life
through the lens of
resolving service
issues.
• Provide you with
knowledge & tools to
share with your staff
so we can better
resolve service issues.
DISCUSSION POINTS
We have two goals for today’s session:
•Our first goal is to review each of the 4 Keys to Creating Guests for Life,
specifically applying it to resolving service issues.
•Our second goal for today is to provide you with knowledge and tools to share
with your staff so that we can better resolve service issues.
2

3. What would you do?
DISCUSSION POINTS
•Let’s begin by thinking about what you would do if your doorbell rings at home, and you open the
door to find two good friends or family members from out of town, who have arrived unexpectedly,
and plan on staying with you for a couple days.
•Q: What are you concerned about when you open the door and invite them inside?
Listen for responses from participants, such as: get the house ready and have
enough food on hand, appropriate number of beds, clean linens, etc.
•Just like our home, we prepare our resort for the arrival of guests. Whether our guests are
employees attending a company conference, a regular dues-paying member, or an independent
leisure traveler, they are all guests of our resort. We keep our property and rooms clean, we have
the items they want and need on hand, we prepare great food, and so on.
•These tasks are essential in creating a wonderful experience for the guest because they help meet
basic needs. They are the physical, technical things we do.
•Q: Although you may initially think about the technical side of service in this scenario, what is
the real reason guests come to visit at your home?
Listen for responses such as spending time with you, having fun together.
Then add: To spend time with time with you, share old memories and make new
memories.
•And so, as we can see, there are really two elements of service. The first element is the technical,
physical things we do. But there is another really important element of service… Hospitality.
•Q: How would you define service hospitality?
Listen for responses such as: warm and friendly, caring service.
Then add: Service hospitality is warm, caring and personalized interactions that
create a special, unforgettable experience for the guest. 3

4. Which is Most Important?
TECHNICAL
• Products
• Materials
• Equipment
• Tools
• Computer Systems
HOSPITALITY
• Create an
emotional bond
• Use guest’s name
• Be caring
• Read the guest
• Anticipate needs
Service Elements
DISCUSSION POINTS
•This graphic illustrates the two elements of service. As you can see, technical elements are
all about the physical things, like buildings, tools, and equipment, while service hospitality is
the warm, caring, and personalized interactions that create a special, unforgettable
experience for the guest.
•Q: Though both are important, which is the most important service element in creating
guests for life?
Listen for response, then add: Again, they are both important. While we
need to execute the technical details, hospitality is the element of service that ensures a
special, unforgettable experience. As a result, the guest will want to return to our resort.
•And when we think about the criteria that the Triple A (AAA) organization uses when they
evaluate hotels for diamond ratings, 70% of the points we can score on that Triple A service
evaluation directly involve the hospitality element.
•At KSL Resorts, the service hospitality element is referred to as the “4 Keys” to creating
Guests for Life.
•Just before we learn more about the 4 Keys, let’s remind ourselves why returning guests
are so valuable to our resort.
4

5. Repeat Guests =
Greater $$ per Stay
$1,284.60
$1,536.40
$1,669.60
$2,023.00
$0.00
$500.00
$1,000.00
$1,500.00
$2,000.00
1 Stay 2 Stays 3-5 Stays 6-10 Stays
Source: LMG Data|Mining
DISCUSSION POINTS
•Research shows the value of creating “Guests for Life”, as pictured by this bar graph.
•The more times a guest visits our resort, the more they will spend while they are here,
which is good for you and for our business.
•When you create a memorable service hospitality experience, guests WILL return, which
leads to increased loyalty and increased earnings.
•Using the 4 Keys of service hospitality, we create these special, unforgettable
experiences for our guests.
5

6. 6
4 Keys to
Creating Guests for Life
 Warmth
 Personalization
 Awareness
 Proactivity
DISCUSSION POINTS
•So let’s review the 4 Keys . They are Warmth, Personalization, Awareness, and
Proactivity.
FACILITATOR NOTE
•Please take out your 4 Keys pocket card and hold it up. Remember, these cards should
be kept with you while you are on property for easy reference. They are just as much a
part of our uniform as our nametags are.
Distribute candy to associates who have their 4 Keys pocket card and distribute 4 Keys
pocket cards to associates who do not.
DISCUSSION POINTS
•The 4 Keys are so important, that our company thinks it is a worthy investment to
create these pocket cards so that we always have a quick reference guide for properly
assisting guests.
•Now before we talk about how we use the 4 Keys in resolving service issues, let’s review
some of the information our guests are sharing with us.

7. Unifocus Feedback
February 2013
DISCUSSION POINTS
•Our goal is for our guests to tell us that we use each of the 4 Keys in 90% of our
interactions with them.
•Looking at these graphs that show the past 8 months, you can see that we have
achieved that goal only once for Warmth and Awareness, and have not achieved it
for Personalization and Proactivity.
•We can do better using the 4 Keys!
7

8. Unifocus Feedback
DISCUSSION POINTS
•We can also do better resolving service issues.
•The meter at the top shows that 44% of our guests who filled out a survey told us
that they experienced a problem.
•The meter just below that shows that of that 44%, we resolved the problem for only
46% of those guests.
•The bar graph shows how we are trending. As you can see, we are heading in the
wrong direction.
8

9. February 2013
Unifocus Feedback
DISCUSSION POINTS
•For those guests who told us that they encountered insincerity or rudeness from
staff last month, 50% said that the problem was not resolved. And there was
another 41% that didn’t report the problem to us.
•For the year, 30% said the problem was not resolved and 59% did not report the
problem to us.
•Q: Which of the 4 Keys relates to insincerity and rudeness?
• Listen for: Warmth
•Remember, Warmth is about genuine sincerity.
9

10. February 2013
Unifocus Feedback
DISCUSSION POINTS
•For those guests who told us that they encountered a lack of responsiveness from staff last
month, 51% said that the problem was not resolved. And there was another 28% that didn’t
report the problem to us.
•For the year, 47% said the problem was not resolved and 28% did not report the problem
to us.
•Q: Which of the 4 Keys relates to responsiveness?
• Listen for: Proactivity
•Remember, Proactivity is about taking action.
• It is taking actions to delight the guest before they ask; and,
• Taking action by owning and resolving service issues.
•Guests at any hotel or restaurant may experience problems during their visit. Our initial
response to the guest about those problems and whether or not we resolve the problem will
determine if the guest has a positive experience.
•Studies have shown that if we resolve issues that our guests share with us, that we create
a stronger emotional bond with those guests and they are more likely to become Guests for
Life—even more so than a guest who stays with us and encounters no issues.
10

11. What if…
DISCUSSION POINTS
•So what if a guest tells us that there’s a fly in their soup, or their room smells like
smoke, or a dog is barking in the room next door?
•How do we respond to these situations and others by using the 4 Keys?
•Let’s review each of the 4 Keys and how we can apply them to help resolve service
issues.
11

12. 12
4 Keys to
Creating Guests for Life
Key #1
Warmth
DISCUSSION POINTS
TRANSITION
The first service hospitality key is Warmth.

13. 13
Warmth - Key #1
Genuine Sincerity in
Every Contact
Sincere Welcomes
and Fond Farewells
DISCUSSION POINTS
•We demonstrate Warmth by showing guests genuine sincerity in every contact we make
with them.
•Q: What do we mean by “genuine sincerity”?
Listen for responses, such as: it’s not phony, you mean what you say, you
really care about them.
Then add: That we show guests we honestly care about them through our
words and actions.
•Our expectation for this key is that you greet every guest when you’re near them, whether
upon arrival, throughout their visit, or at the end of their visit. In each of these guest
contacts, remember to smile, use eye contact and sincere words.
•Greeting a guest is a simple and meaningful way to open a door to further conversation. A
greeting provides the guest with an opportunity to share a service issue with us.

14. 14
Let’s Practice!
4 Keys in
Resolving Service Issues
Activity : Warmth Role-Plays (5 minutes)
So let’s practice. Find a partner next to you or nearby, and take turns playing the role of the
associate.
•If you are the associate, practice using words and body language that demonstrate you
are genuinely concerned about the guest’s issue. Sincerely apologize for their
inconvenience and show the guest that you truly care about them.
•If you are the guest, listen to and watch the associate—pay attention to their tone of voice,
body language, eye contact, facial expressions, and gestures. Then let them know whether
they were successful in conveying genuine concern. If they are not, let them know what
didn’t feel genuine.
FACILITATOR NOTE
•During Role-Play, observe associates and share positive feedback on their practice.
•After Role-Play is complete, invite two pairs of associates that did well to role-play in front of the
group.

15. 15
4 Keys to
Creating Guests for Life
Key #2
Personalization
DISCUSSION POINTS
TRANSITION
We’ve just finished reviewing Warmth, our first service hospitality key. Now let’s
move onto the second key, which is Personalization.

16. 16
Personalization - Key #2
Seek out Guest’s Name
and Information
• Use the guest’s
name and share
it with others.
• Find out more
about their visit.
DISCUSSION POINTS
•As you can see on your 4 Keys pocket card and our slide, Personalization is seeking out
the guest’s name and finding out more information about them.
•Q: When we use a guest’s name and find out more information about him or her as
we resolve service issues, how is that pleasing and unforgettable to the guest?
Listen for: people feel special, important, and cared for
Then add:
-- Use of a person’s name is magical to that person (especially when
pronounced correctly!)
-- Most service providers don’t use a person’s name, and doing so makes it
special.
-- By gathering information, we will be better prepared to serve our guests in a
very personalized way—to resolve the service issue in a way that will be
meaningful to the person.
-- To get this kind of treatment is unusual, unexpected and appreciated.

17. 17
4 Keys to
Creating Guests for Life
Key #3
Awareness
DISCUSSION POINTS
TRANSITION
Now that we’ve talked about Warmth and Personalization, let’s move onto the
third key, which is Awareness.

18. 18
Awareness - Key #3
Evaluate what is happening
Observe and
analyze in
preparation for
action
DISCUSSION POINTS
•Awareness is the all-important step of evaluating what is happening. This means we
should observe and analyze the guest or situation to better predict what the guest’s needs
may be.
•Q: How can we evaluate what is happening with a guest or a situation?
Listen for responses, then share: Ask yourself, “What do I notice about…”
… facial expressions or gestures and other body language
… the pace at which they are walking (slowly or in hurry)
… what items they are carrying
… the other guests in their party interrupting conversation
… listening to their conversation with other guests
•Awareness is about looking for clues and cues from the guest or the situation. As we
think about this key in resolving guest issues, the clues will help us to Personalize the
suggestions we make for resolution.
•By observing and analyzing each situation, you can better adapt your service to the
guest’s needs.

19. 19
4 Keys to
Creating Guests for Life
Key #4
Proactivity
DISCUSSION POINTS
Q: Before we move on to the fourth key of Proactivity, what are the first three
keys? Let’s say them together: Warmth, Personalization, Awareness.
TRANSITION
We’ve just finished discussing the importance of Awareness in resolving service
issues.
Now let’s move onto our fourth and final Key to Creating Guests for life, Proactivity.

20. 20
Proactivity – Key #4
Actions to Delight the Guest
• Provide individualized
service to the guest
before being asked.
• Own and resolve
service issues.
DISCUSSION POINTS
•Proactivity is defined as actions we take to delight the guest. There are two parts. The first
part of Proactivity is doing something for a guest before being asked. The second part of
Proactivity are actions we take to delight the guest after they ask, by owning and resolving a
service issue they have brought to our attention.
•Today, we are focusing on owning and resolving service issues.
•Q: There are many ways to resolve guest issues. What are some specific actions we can
take to resolve guest issues?
• Move a guest’s room
• Send a history book with a note
• Buy a drink, appetizers, or dessert
• Provide access to the Spa
• Reduce or remove the price of something
•The best way to resolve the service issue is in a manner that will be meaningful to the guest.
To effectively resolve service issues, we need to use all three of our previous keys: Warmth,
Personalization , and Awareness.

21. 4 Keys in
Resolving Service Issues
Let’s Practice!
Activity : Proactivity Role-Plays (10 minutes)
So let’s practice. Get back with the partner you worked with earlier. We’ll spend 2 minutes on each of 4
different role-plays, then we’ll ask a few associates to come forward and demonstrate for the whole group.
•If you are the guest, inform the associate of the issue using the role-play scenario. Talk to the associate until
they have satisfactorily resolved the issue.
•If you are the associate, warmly demonstrate genuine concern about the guest’s issue. Sincerely apologize
for their inconvenience, then resolve the issue to the guest’s satisfaction.
Does anyone have any questions? Does anything need to be made clearer?
Role-Play Scenarios:
1)You made dining reservations because you had heard about our great service and you wanted to impress
your in-laws. You arrived a few minutes early for your 7:00 PM reservation. At 7:10 PM, you’ve still not been
seated because the restaurant is so busy.
2)You came to the resort for a relaxing weekend away from the kids. However, construction noise woke you
and your loved one at 8:00 AM, long before you would have otherwise gotten out of bed.
3)You have had a long day of travel and checked-in late because of flight delays. You are relieved to finally get
to the hotel and get a few hours of rest before an early business breakfast. But when you open the door to
your room, it smells strongly of smoke.
4)You are having breakfast in the Blue Ridge Dining Room. You got some oatmeal that you felt was too cold.
When you informed your server, he went to check on it. When the server returned, he informed you that the
Chef checked the temperature of the oatmeal and that it was acceptable.
FACILITATOR NOTE
•During Role-Play, observe associates and share positive feedback on their practice.
•After Role-Play is complete, invite two pairs of associates that did well to role-play in front of the group.
21

22. 4 Keys in
Resolving Service Issues
Identify the Keys
Activity : Identify the Keys (20 minutes)
Now we are going to read some actual guest comments. Turn the page in your workbook.
With your partner or group:
• Read aloud the guest comment taken from actual Grove Park Inn surveys.
• Identify the issue(s) and describe the guest’s need(s);
• Check each box for the Key that we needed that would have prevented the issue;
• Imagine the guest is in front of you, sharing this information prior to leaving. Write
what actions you can take now to resolve the issue and improve the guest’s experience.
You’ll have 15 minutes for this exercise. Then we’ll come back together and review some of
the comments as a large group. Does anyone have any questions? Does anything need
to be made clearer?
FACILITATOR NOTE
• During the exercise, observe associates and share positive feedback on their practice.
• After the exercise is complete, choose a small group to review each question with the
larger group.
22

23. 4 Keys in
Resolving Service Issues
Warmth
Be genuinely concerned about the
guest’s issue. Sincerely apologize
for their inconvenience and show
the guest that you truly care about
them.
Personalization
Use the guest’s name and find out
how the issue is really affecting
them. Seek solutions that are
specific to their interests and
needs.
DISCUSSION POINTS
We have now reviewed each of the 4 Keys as it relates to resolving service issues.
Remember that all 4 Keys must be used when resolving service issues to a guest’s
satisfaction.
23

24. 4 Keys in
Resolving Service Issues
Awareness
Look for problems to solve. What
clues and cues can you gather from
the guest that tell you how they are
feeling?
Proactivity
Take action! Be the person who
makes a difference when the
opportunity arises. Step up and
make the guest happy!
DISCUSSION POINTS
•We are the leaders of this company and you are the leader of your area. Each person in
this room is responsible for empowering the staff that reports to you with owning and
resolving service issues.
•Highly talented people make up our staff. They want to help the guest.
OPEN Q&A
•How do you encourage and empower them to resolve service issues?
•What tools have you given them to act immediately to help a guest who has informed
them of a service issue—regardless of the department where the issue was experienced?
24

25. 4 Keys Shift Training Cards
DISCUSSION POINTS
• In your handout, you will find the 4 Keys to Resolving Service Issues recap as well as 4 Keys Shift Cards.
The Shift Cards are to help keep the 4 Keys fresh in everyone’s minds so that every associate knows what
the expectation is for carrying out each Key in every interaction.
• There are 5 shift cards: one card per Key except for Proactivity which has two cards because of its two
parts.
• Beginning this week, the expectation is that once a week, you will review the information covered in one
shift card for each shift in your area at either a shift meeting or extended Line-Up. Feel free to use the Key
of the Week to guide which Key you review. Each associate present for the meeting will need to sign off
that they have received the information. If your department has more than one shift, then you’ll need to
turn in a sign-off sheet for each shift.
• By 10:00 AM each Friday, scan and e-mail the sign-off forms for the previous week (Friday-
Thursday) to your Executive Committee Member and to John Beatty in HR.
• HR will follow-up with you in two weeks to see how things are going and get feedback from
you.
OPEN Q&A
• Does anyone have any questions?
• Does anything need to be made clearer?
25

26. 26
Our 4 Keys to
Creating Guests for Life
 Warmth
 Personalization
 Awareness
 Proactivity
… Use them in resolving
service issues to
Create Guests for Life
DISCUSSION POINTS
•So remember, the 4 Keys are in our hands– so let’s get out there and immediately
use them to create Guests for Life!
•I will e-mail the Shift Training cards and sign-off sheets to you this afternoon.
•I am here to help you. If you have any questions, please see me after this session or
contact me anytime.
•Thank you for participating in today’s session and have a wonderful day!