This document provides an overview of a training seminar on conflict resolution and guest services. The seminar covers topics such as understanding why people complain, managing expectations about service, improving communication with guests, pleasing unhappy guests, developing a positive service culture, and resolving complaints effectively. It emphasizes the importance of prioritizing guest satisfaction and discusses challenges like average reviews online. The document outlines techniques for listening, empathizing, apologizing, responding to and notifying guests about issues. Overall, the seminar aims to equip staff with skills for providing excellent guest service and handling conflicts respectfully.

1. CONSTRUCTIVE
COMMUNICATIONS PRESENTS…
CONFLICT
RESOLUTION
& GUEST
SERVICES
DAY ONE

2. VID LINX DAY 1HILTON
HOTEL HELL,.WMV
CONFLICT RESOLUTION AND GUEST
SERVICES: BUILDING A HEALTHY
GUEST SERVICES CULTURE
CONTINUE AFTER VIDEO

3. WHAT DO WE LEARN FROM THIS???
PEOPLE WILL
COMPLAIN
WHEN THEY
ARE NOT
HAPPY…
WHEN THEY
ARE NOT TAKEN
CARE OF…THE
INTERNET
BECOMES
THEIR BEST
REVENGE!!!

5. COURSE OBJECTIVES
5
IMPROVE OUR COMMUNICATION LEVEL WITH
GUESTS BY UNDERSTANDING;
WHY PEOPLE COMPLAIN
EXPECTATIONS
ABOUT SERVICE
HOTEL-GUEST
DYNAMICS

6. WORKING MORE EFFECTIVELY
PLEASING AN UNHAPPY GUEST
ATTITUDE PREPARATION
YOUR ROLE IN YOUR SERVICE CULTURE
ACCOUNTABILITY INITIATIVE
GUEST SERVICES TEAM
WHO YOU ARE WHAT YOU DO

7. L.E.A.R.N. : THE PROCESS-EL PROCESO
LISTEN-
ESCUCHAR
EMPATHIZE-
EMPATIZAR
APOLOGIZE-
DISCULPARSE
RESPOND-
RESPONDER
NOTIFY-
NOTIFICAR
created by and property of christian alexander &
lorena perez gomez

8. OUR GUESTS…..

9. PRIORITIES
9
The top three day–to-day priorities of any hotel:
1. SERVICE-MAKE SURE THE GUEST IS HAPPY!
2. SERVICE-IF THE GUEST ISN’T HAPPY, MAKE HIM
HAPPY!
3. SERVICE-MAKE SURE THE GUEST GOES
HOME….HAPPY!
SERVICE
SERVICE
SERVICE
IF SERVICE IS NOT YOUR NUMBER ONE
PRIORITY, THEN YOU ARE IN THE WRONG
BUSINESS!

10. SERVICE CULTURE
10
HOW SO AND HOW NO? WE WILL RETURN TO
THIS IDEA OF “SERVICE CULTURE” DURING
THE COURSE OF THE SEMINAR
DOES OUR “SERVICE CULTURE” LIVE UP
TO OUR VALUES AND MISSION
STATEMENT?
DOES THIS HOTEL HAVE A “SERVICE
CULTURE”?
WHAT IS A “SERVICE CULTURE”?

11. EXCELLENTSERVICE TERRIBLE SERVICE

12. WHAT WE WANT WHAT WILL HAPPEN
?
SERVICE
TREATED WITH RESPECT
AND APPRECIATION
BEING ATTENDED TO IN A
TIMELY FASHION
BE GIVEN FULL
ATTENTION WHILE BEING
ATTENDED TO

13. WHAT WE WANT
WHAT WILL ACTUALLY
HAPPEN
TO BE LISTENED TO
TO BE RESPECTED
TO BE UNDERSTOOD
AN APOLOGY
COMPENSATED IN
SOME FORM FOR
WHAT WE LOST IN
VALUE FOR OUR
MONEY
?
RESOLVING A COMPLAINT OR PROBLEM

14. WHAT ARE THESE EXPRESSIONS TELLING
US?

15. BODY LANGUAGE
FACTORS INVOLVED IN BODY LANGUAGE
 POSTURE
 EYE MOVEMENT AND CONTACT
 FACIAL EXPRESSIONS
 YOUR OWN BODY LANGUAGE
 “THE FIRST IMPRESSION”
 PHYSICAL PROXIMITY
 SEATING ARRANGEMENTS
 HOW WE TOUCH OURSELVES AND OTHERS
 HOW OUR BODIES CONNECT WITH NON-HUMAN OBJECTS SUCH AS PENS OR CIGARETTES
UNIVERSAL FACIAL EXPRESSIONS ARE:
 HAPPINESS
 SADNESS
 FEAR
 DISGUST
 SURPRISE
 ANGER
SOME BODY LANGUAGE' ISN'T WHAT IT SEEMS AT ALL, FOR
EXAMPLE:
 SOMEONE RUBBING THEIR EYE MIGHT HAVE AN IRRITATION, RATHER THAN BEING TIRED - OR
DISBELIEVING, OR UPSET.
 SOMEONE WITH CROSSED ARMS MIGHT BE KEEPING WARM, RATHER THAN BEING DEFENSIVE.
 SOMEONE SCRATCHING THEIR NOSE MIGHT ACTUALLY HAVE AN ITCH, RATHER THAN CONCEALING A
LIE.

16. THE IMPORTANCE OF COMPLAINTS
HOW DO WE FEEL WHEN WE HAVE A
COMPLAINT?
THE GUEST’S STATE OF MIND
&HYPERSENSITIVITY TO PROBLEMS
I’M NOT
HAPPY
BAD FLIGHT,
LOST
LUGGAGE

17. BEFORE THE INTERNET THE INTERNET AGE
TripAdvisor,
Facebook, MySpace,
etc
THE IMPACT OF THE INTERNET
10
PEOPLE
TOLD
1, 000 PEOPLE
TOLD, MAYBE
MORE!!!

18. A TripAdvisor LETTER
AS FAR AS CHANGING ROOMS THE NEXT DAY, THE SO CALLED
MESSAGE ABOUT CHANGING ROOMS NEVER REACHED THE
MORNING STAFF. WHILE WE DID GET MOVED TO A (SOMEWHAT)
NICER ROOM, I FELT LIKE WE WERE TREATED LIKE A NUISANCE,
NOT A GUEST. IF THE SERVICE HAD BEEN BETTER…AND KINDER, I
WOULDN’T HAVE FELT COMPELLED TO WRITE THIS LETTER. I
DIDN’T BOTHER COMPLAINING WHILE WE WERE THERE SIMPLY
BECAUSE I DIDN’T THINK IT WOULD GET ME ANYWHERE. AS IT IS,
I WOULD ADVISE READERS TO LOOK FOR OTHER HOTEL OPTIONS.
THIS PLACE DID NOT MAKE US FEEL AT HOME. IT MADE ME FEEL
LIKE I WAS AT MY IN LAWS’ HOUSE INSTEAD.
OUR DINNER THAT EVENING AGAIN WAS A MIXED EXPERIENCE, AS WERE
THE FOLLOWING NIGHTS’ DINING EXPERIENCES. THE FOOD WAS GOOD
BUT WE FOUND THE RESTAURANTS TO BE SOMEWHAT NOISY. THE
SERVICE, WHILE EFFICIENT, SEEMED TO LACK ANY WARMTH. THE
WAITERS SEEMED TO HAVE TROUBLE COMMUNICATING BEYOND “MAY I
TAKE YOUR ORDER” AND THE HOSTESS SAT US IN THE MIDDLE OF THE
RESTAURANT EVEN THOUGH THERE WERE TABLES OPEN NEAR THE
WINDOW AND BARELY WELCOMED US.
“MY WIFE AND I ARRIVED LAST MONTH FOR A ONE-WEEK STAY AT
THE SHANGRI-LA HOTEL OUTSIDE OF PUERTO VALLARTA. OUR
EXPERIENCE AND IMPRESSIONS OF THE HOTEL WERE NOT
PLEASANT. WHEN WE ARRIVED, WE WERE ASSIGNED A ROOM
SOMEWHAT FAR AWAY FROM THE MAIN AREA AND WHEN WE GOT TO
THE ROOM, WE FOUND IT TO BE KIND OF DARK WITH A STRONG
SMELL OF MILDEW. TO MAKE IT WORSE, THE AIR CONDITIONER
WASN’T WORKING. WE WERE NOT IMPRESSED AND RETURNED TO
THE FRONT DESK TO COMPLAIN ABOUT THE ROOM AND GET MOVED.
THE AGENT AT THE FRONT DESK SEEMED LESS THAN
UNDERSTANDING. ACTUALLY SHE BORDERED ON BEING RUDE. SHE
EXPLAINED THAT DUE TO THE HOTEL BEING SOLD OUT AND VERY
FEW ROOMS HAVING BEEN AVAILABLE FOR NEW ARRIVALS THAT
DAY, A DIFFERENT ROOM WAS NOT AVAILABLE THAT EVENING. SHE
SAID THAT SHE WOULD LEAVE A NOTE WITH THE MORNING STAFF TO
SEE IF A NEW ROOM MIGHT BE AVAILABLE THE NEXT DAY “BUT SHE
DOUBTED IT”. THE ONLY THING SHE DID DO WAS TO CALL
HOUSEKEEPING TO CHECK ON THE MILDEW PROBLEM.

19. OUR GOAL LETTER
OUR DINNER THAT EVENING AGAIN WAS A MIXED
EXPERIENCE, AS WERE THE FOLLOWING NIGHTS’
DINING EXPERIENCES. WE FOUND THE
RESTAURANTS TO BE SOMEWHAT NOISY AND WHILE
OK, THE FOOD WAS NOT THE GREATEST I HAD EVER
TRIED. AGAIN THOUGH, THE SERVICE MORE THAN
MADE UP FOR THESE COMPLAINTS AND I WAS
IMPRESSED HOW GENUINE, KIND, AND
ACCOMODATING THE STAFF WERE WHILE WE WERE
THERE. MANAGERS, TAKE BETTER CARE OF THE
HOTEL FACILITIES AND YOU WILL HAVE A VERY NICE
PRODUCT. KEEP ENCOURAGING THE GREAT SERVICE
AND IT WILL BE HARD TO TELL THE DIFFERENCE
BETWEEN YOU AND THE MORE WELL KNOWN HOTEL
NAMES SUCH AS MARRIOTT OR HYATT.”
MY WIFE AND I ARRIVED LAST MONTH FOR A ONE-WEEK STAY AT THE
SHANGRI-LA HOTEL OUSIDE OF PUERTO VALLARTA. OUR EXPERIENCE
AND IMPRESSIONS OF THE HOTEL WERE MIXED. WHEN WE ARRIVED.
WE WERE ASSIGNED A ROOM SOMEWHAT FAR AWAY FROM THE MAIN
AREA AND WHEN WE GOT TO THE ROOM, WE FOUND IT TO BE KIND OF
DARK WITH A STRONG SMELL OF MILDEW. TO MAKE THINGS WORSE,
THE AIR CONDITIONER DIDN’T WORK. WE WERE NOT IMPRESSED AND
RETURNED TO THE FRONT DESK TO COMPLAIN ABOUT THE ROOM AND
GET MOVED. THE AGENT AT THE FRONT DESK TURNED OUT TO BE ONE
OF OUR MORE PLEASANT EXPERIENCES. SHE WAS VERY APOLOGETIC
AND UNDERSTANDING ABOUT THE SITUATION. SHE EXPLAINED THAT
DUE TO THE HOTEL BEING SOLD OUT AND VERY FEW ROOMS HAVING
BEEN AVAILABLE FOR NEW ARRIVALS THAT DAY, A DIFFERENT ROOM
WAS NOT AVAILABLE THAT EVENING BUT THAT SHE WOULD MAKE A
ROOM MOVE A PRIORITY FOR THE NEXT DAY (WHICH, BY THE WAY
HAPPENED THE NEXT DAY IN A VERY EFFICIENT AND HOSPITABLE
MANNER). IN THE MEANTIME, SHE CALLED ONE OF THE
RESTAURANTS AND MADE A PRIORITY RESERVATION FOR US. SHE
ALSO CALLED HOUSEKEEPING AND SENT THEM TO DO A CLEANING.

20. AN ENEMY NAMED “AVERAGE”
DEFINITION
DAY, MEAL, PERSON, MOVIE,
SONG
WHEN IS AVERAGE ok
HOW IS AVERAGE OUR
“ENEMY”?
WHERE DO WE FALL INTO
AVERAGE?
(MOST CURRENT
TRIPADVISOR
SCORES)

21. PERCEIVED VALUE
IT’S WHAT IS IMPORTANT TO ME (INTERNET,
COMFORTABLE BED, GOOD LOCATION, ETC)

22. •RATE THEM 1-4
1. LONG WAIT FOR TOWELS
2. NOISY NEIGHBORS – NO HELP FROM SECURITY
3. MALFUNCTION IN ROOM
4. ROOM NOT CLEANED
5. WRONG ROOM TYPE
6. MINI BAR NOT FILLED
7. PAID FOR INTERNET-DOESN’T WORK
8. RUDE WAITER
9. POOR QUALITY FOOD
10. ROOM INFESTED WITH INSECTS
11. MADE TO WAIT FOR CHECK IN
12. POWER SURGE FRIED COMPUTER
13. NO VOICE MAIL OR MESSAGE SYSTEM
14. CALLS DIRECTED TO WRONG ROOM
15. MISSED WAKEUP CALL-MISSED FLIGHT/RESERVATION

23. •RATE THEM 1-4
•TEACHER SAYS….
1. LONG WAIT FOR TOWELS-2
2. NOISY NEIGHBORS – NO HELP FROM SECURITY-3
3. MALFUNCTION IN ROOM-2
4. ROOM NOT CLEANED-2
5. WRONG ROOM TYPE-3,4 (DEPENDING ON NUMBER OF PEOPLE IN RES)
6. MINI BAR NOT FILLED-1
7. PAID FOR INTERNET-DOESN’T WORK-2
8. RUDE WAITER-4
9. POOR QUALITY FOOD-3
10. ROOM INFESTED WITH INSECTS-2
11. MADE TO WAIT FOR CHECK IN-3
12. POWER SURGE FRIED COMPUTER-4
13. NO VOICE MAIL OR MESSAGE SYSTEM-2
14. CALLS DIRECTED TO WRONG ROOM-3
15. MISSED WAKEUP CALL-MISSED FLIGHT/RESERVATION-4

24. NOW LATER
WHICH SOUNDS WORSE?

25. NOW LATER
WHICH SOUNDS BETTER?

26. VID LINX DAY 1How Much Are Customers
Worth.wmv
$$$

27. LATER RIGHT NOW!!
WHICH SOUNDS BETTER?
ONE MILLION
PESOS!!!
START WITH ONE
PESO…DOUBLE
THE AMOUNT
EVERY DAY FOR 30
DAYS

28. YOU HEARD ME…
$536,870,912

29. BRAINSTORM
FORM INTO GROUPS…..
USING A RATING FROM 1-4, “1” BEING A MILD
COMPLAINT OR SITUATION AND EASY TO
RESOLVE AND “4” BEING A COMPLAINT OR
SITUATION THAT SOUNDS ALL THE ALARMS,
THINK OF TWO COMPLAINTS FOR EACH LEVEL
(TWO MILD COMPLAINTS, TWO EXTREMELY
SERIOUS COMPLAINTS ETC.)

30. RECAP
DEFINITIONS &
EXPECTATIONS
ABOUT SERVICE
READING &
UNDERSTANDING
OUR CLIENTS
IMPACT OF THE
INTERNET
BEING
“AVERAGE” &
PERCEIVED
VALUE
SHORT & LONG-
TERM

31. INTERMISSION
THIS CONCLUDES THE FIRST PART OF THE TRAINING. WHAT HAVE YOU
LEARNED SO FAR? THE NEXT SECTION WILL DEAL WITH THE FRONT
DESK AND GUEST SERVICES TEAM AND HOW THEY ARE PREPARED
FOR COMPLAINT RESOLUTION AS WELL AS WHAT WE CAN DO TO
BETTER EQUIP THEM IN ALL ASPECTS OF GUEST RELATIONS
VID LINX DAY 1Satisfying With a Profit.wmv

32. ABOUT US
 CONSTRUCTIVE COMMUNICATIONS (AMERICAN ENGLISH
HOSPITALITY & COMMUNICATIONS GROUP) ES UN GRUPO
QUE OPERA EN LA ZONA DE PUERTO VALLARTA/RIVIERA
NAYARIT. NOS DEDICAMOS A EXCELENCIA EN LA
FORMACION DE LA CULTURA SERVICIAL. PARA MAS
INFORMACION
 CONSTRUCTIVE COMMUNICATIONS (AMERICAN ENGLISH
HOSPITALITYAND COMMUNICATIONS GROUP) IS A
GROUP WHICH OPERATES IN THE PUERTO
VALLARTA/RIVIERA NAYARIT AREA. WE ARE DEDICATED
TO EXCELLENCE IN THE FORMATION OF SERVICE
CULTURE. FOR MORE INFORMATION

33. CONTACTANOS/CONTACT US
 CELL 322 191 8348 (8346 para MENSAJE-MSG)
 PHONE 329 291 0860 (MEXICO)
 FACEBOOK: AMERICAN ENGLISH HOSPITALITY
& COMMUNICATIONS GROUP
 HOTMAIL:
ConstructingCommunication@hotmail.com