IT helps to understand what a Memorable experience can be delivered , how we can make ready our selves to give Memorable experience to our guests

1. Février 2018 1
Melkamu M.
corporate@haileresorts.com
Haile Hotels & Resorts
Customer Service Training

2.  Mission Of Haile Hotels & Resorts – Customer
Perspective
 Hospitality ?
 “Over all Packages of customer service “ from
guest point – Hospitality Formula
 Typical factors you might have listed for
Memorable service Experience
 Factors which could add value to the Memorable
service Experiences ?//

3. Haile Hotels & Resorts

4.  Discussion

5.  Our mission is
to consistently deliver memorable
experience to our guests

6.  What Is Your expectations’ while
you go to Hotel, Hospital ,
Supermarket ?? Or any
Government Offices ?
 What Do you think guests expect
while they think of Haile as a
Brand ?

7. Guests do see hospitality as a
personal experience.
Guests Expectations:
1.Get Personal Attention
2.Feel Welcome, recognized
3.Warmth,Ambiance,Pleasant ,
need feel at home
4.Feel Treated as Expected
5.And above all: Safety

8. Staff in the hospitality industry must
be able to identify the various
needs of their guests and they
must be able to act and provide the
services as expected.

9.  ???
 ??
 ?

10.  PRODUCT:
◦ The material product: rooms, beds, shower, bath, meals, drink,
pool etc.
◦ Cleanliness , conditions , quality , …
◦ Delivery Time , Consistency,
 BEHAVIOUR:
◦ Attitude of employees, who are in direct contact with guests:
friendly, service oriented, caring, smiling, unforgettable service
experience or just the opposite
 ENVIRONMENT:
◦ External environment: exterior, place: city or resort
◦ Internal: interior, architecture, lay-out, furnishing etc.

11. Then what shall
we do ??

12.  Customers include everything as ‘part of the package’ -
so you can never use the excuse – “that is the other
department’s responsibility”, or “It’s the delivery driver’s
fault”, or “It’s a computer problem that caused it”.
 A customer expects everything to meet their expectation
– so you have to ensure that everything which forms
‘part of the package’ is ‘spot on’ – even if part of the
service is outside your control or authority. And that may
be difficult to do.

13.  The hospitality formula is the
final concept of the hospitality provider:
P + B + E = Hospitality
Concept

14. If we know the need why we
are not able to give the service
as expected ?
What Shall we do ?

15.  Needs guest are:
◦ Social, cultural, physical, psychological, spiritual
◦ F.e.; food, drinks, safety & security, self esteem etc
 Objectives are:
◦ To celebrate something: diner, party, reception
◦ To negotiate with business partners
◦ Just to have a drink or meal

16.
• innate -
(hunger, smell, taste, thirst)
• Activity
(exercise, rest, environmental change, trying
different things )
• Aesthetic
(ambience, design, fashion, style, color, music)
• Emotional
(love, fear, joy, empathy, rage, disgust, ..)
Guest Drives

18. Behavioral ?
Skill ?
Policy & Procedures ?

19. 1. Mental Readiness , work loving , responsibility
2. The period before entering a hotel or
restaurant/reception /Spa
3. The first 3-5 minutes are essential
3. The period of staying in the Resort

20.  Making up his/her mind to fulfil his/her needs
and objectives:
◦ By recommendation of friends, colleagues
◦ By brand awareness: the strength of the brand name
◦ By advertising in magazines and newspapers
◦ By the frontage of the hotel, restaurant, spa
◦ By the environment: where in the city? Locations
◦ By the place in the broadest meaning: is there a choice
you have to make?

21.  The first five minutes are essential:
◦ By welcome
◦ Being recognized
◦ Getting personal attention of employees
 So for hotels important employees are
◦ here: doorman, bell boys, guest relations officer,
receptionists, Hostess ,
 For restaurants: waiters and restaurant management: if they
wait for more than 5 minutes for welcome and placing the
guest: it will not be easy to get things well done.

22.  The three elements P,B,E of the hospitality concepts
are essential now:
 Is there a good fit between the needs & objectives of the guest
and the product, behaviour and environment of the
hotel/restaurant/spa /?
 Some examples:
◦ poor lighting
◦ table or room is not clean
◦ Too noisy
◦ Toilet, bathroom dirty
◦ Employees are not friendly
◦ Quality of meals, drinks are below expectations

23.  The price (=money) in the hospitality model
must bring balance between P+B+E & N+O
 If there is a good fit between product,
behaviour and environment and the needs &
objectives of the guest, the guest will pay the
right price for this hospitality experience

24.  For the same hotel for example:
 CORPORATE GUESTS:
P
B
E
CORPORATE guests
Needs & Objectives
hotel
Conclusion:
Good fit

25.  Fit for tourist guests:
Hotel
Product
Behaviour
Environment
Tourists
Needs
& objectives
Conclusion: just a small fit: the price will be too high for
tourists

26.  Hotels have many segments in the market
◦ Corporate, tourists, locals, individual travellers,
groups etc.
 The cultural component will make things
even more complicated
◦ Differences in religions/cultures will have different
needs & objectives and will ask for different
business concepts

27.  Choose from your service experience that
you still remember and explain to your
team why you still remember it ?
 Bad experience you face and why it is in
your mind

28.  Knowledgeable and friendly staff
 Professional manner of staff
 Staff listened to me
 They did what they said they would do
 They seemed to care
 They responded to me promptly
 They seemed genuinely concerned
 They smiled
 They treated me as a real human being; not a distraction
 They seemed proud of what they did and of the
organisation
 Courteous, friendly and efficient service

29.  ?

31.  staff displaying appropriate body language
 staff being friendly on the phone
 callers not being placed on musical hold
 staff who actually know what they are talking
about
 appropriate opening hours
 one-stop shop
 approachable staff
 Friendly
 prompt service – or reason for delay is
explained.
 Problem solving culture

32.  Friendly and helpful staff
 Staff with ability to listen
 Appropriate tone, pitch and pace of voice
 Approachable staff
 Staff displaying appropriate body language
 How staff greet the customer
 Understanding the customer’s needs
 Staff with good soft skills
 Management and staff commitment for
excellence , quality and delivery time

34.  How can you add value?
 What can the organisation do?
 What can you as individuals do to make a
difference?
 Ideas and suggestions from you.

35.
• It isn’t easy , needs commitment of all
• Need to know our customers needs inside out – this in
itself is not easy
• Need to be aware of different customer’s needs
• Need to be aware of changing customer need
• Need to know what our customers expect of us
• Need to know what it is that our competitors do
differently or better than us - and learn from it
• Need to be consistent, yet improve over time
• Small things count – Detail Orientations