Providing Exceptional Guest Experiences document discusses 7 keys to providing a 4-star guest experience: 1) Extremely proficient guest service, 2) Cross-selling products, 3) Facility cleanliness, 4) Activities, 5) Memorable dining, 6) Branding and atmosphere, 7) Updated accommodations. It emphasizes training employees, cleanliness, activities and amenities, themed dining experiences, facility branding, and regular room renovations. Additional tips include using contests, local partnerships, and press releases for exposure, and seeking free tourism resources.

1. Providing ExceptionalProviding Exceptional
Guest ExperiencesGuest Experiences
DESINGED BY,
MR.P.SURESH,
LECTURER

2. Definition of a ResortDefinition of a Resort
A hotel property
which provides enough
activities and facilities
to provide a
total vacation experience.
-Travel and Vacations Dictionary

3. Definition of HospitalityDefinition of Hospitality
The act or service of
welcoming, receiving, hosting
or entertaining guests.
-http://en.wiktionary.org

4. Guest ServiceGuest Service
People think that providing
great guest service is the
only way to provide
great hospitality.

5. Guest Service is a part of it…
However, providing great
guest service alone
will not provide your
customers with a
4-Star Experience.

6. Expectations have changed…
•Guests already assume you have
comfortable rooms, excellent
service, enough activities to keep
them occupied and
good food options.
This is the standard in our industry and
after all the definition of a resort.

7. What can you do to exceed
standard expectations?
Recap:
Comfortable rooms
Excellent service
Amenities
Food options

8. 7 Keys to Provide
a 4-Star Experience
1. Extremely proficient and effective guest
service
2. Cross-selling products
3. Cleanliness of entire facility
4. Providing an array of activities
5. Providing memorable dining
experiences
6. Branding your property and creating
atmosphere
7. Updated accommodations

9. Providing Extremely
Efficient
Guest Service

10. • Show, Not Tell- When asked a question
by a guest, take them to the location
and show them the answer…
• 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.)
• Pay fantastic attention to detail and
make things easy for your guests.
Predict their needs.

11. Use the Hilton LEAP System
• L- Listen to the guest fully and without
interruption.
• E- Empathize. Make sure they know you would
feel the same in way in that situation.
• A- Apologize and let them know you are
sincerely sorry this happened to them.
• 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).

12. Something you can do
right now:
Radiate KINDNESS
It is free.
Everyone is capable of it.
It feels good.

13. Cross-Sell to Add Service…
•88% of guests want to be
advised of services that suit their
needs.
•42% of those people will
purchase an additional service.
-Kevin Dwyer-
4Hoteliers

14. The truth of the matter…
• In general, the hospitality industry is
behind the curve.
• Many employees are uncomfortable
with cross-selling b/c they believe it is
intrusive to the guest.
• And the real problem is, most of our
staff does not know what to cross-sell.

15. Cross-Selling Shows You Care…
• If the product or service you are trying
to sell relates to what they already
bought, you will come across as
helpful.
NOT as an annoying sale person!

16. Train, Train, Train!
• Constantly update your guest service and
food and beverage employees about what
your facility offers. Otherwise, they really
won’t know!
• Give examples so they understand how to
cross-sell and make it real to them.
Ex. A guest wants to purchase 4 day passes.
Why not offer them a pre-paid card so they
can buy food?

17. Cleanliness.
You can create your guests
first impressions…

18. A Dirty Facility is a
Deal breaker…
• People pay for experiences and
they want it to be better than where
they came from…
and they came from their home!

19. It is everyone’s responsibility…
• Facilities are just too large to only have
one department in charge of
cleaning.
• 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.

20. And the job never ends…
Cleaning, while exceeding
standards, is a
24/7/365 a day operation
on top of your regular job!

21. Create a schedule!
• Maintain regular deep cleaning schedules
and stick to it.
• Create daily checklists for your a.m. and
p.m. shifts to complete. Don’t forget your
parking lots!
• Management must routinely check up on
the quality of cleanliness.
Pick up a piece of trash and like it!

22. Activities, Amenities
and Entertainment!

23. Simple ideas to create
some added fun:
• If you have an arcade, host daily or
weekend arcade tournaments.
• Speak with schools and have local
children perform at your facility.
• Purchase simple arts and crafts from
an online site and start an activities
program.

24. • 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)
• Celebrate the seasons! Decorate and
theme your facility.
- Have a trick or treat day
- Easter egg hunt
- Photo with Santa

25. The more you offer…
the longer they will stay…
& the more $$$ they will spend!

26. No added staff needed!
• Believe it or not, there are several
employees right now that would love
to take on a project such as
developing an activities program.
• Create relationships with your local
university and utilize interns!

27. Memorable
Dining Experiences

28. Offer variety!
• The number one reason guests leave
a facility (besides having to go home)
is to seek out food options.
• Even if you only have the space or
budget for one eating establishment,
provide enough choices so that your
guests don’t leave!

29. • People want to have a significantly
different dining experience than what
they are accustomed to at home.
• Serve quality foods, within budget, with
a few unique options.
(fried pickles are great!)
• Think outside the food: the atmosphere
they will be dining in, the tables and
chairs and the comfort level.

30. Force the guests to ask themselves:
Do we really need to leave?
Don’t forget about providing
themed dinners, family meal
options and cards so the guests
can add-on money in advance.

31. Branding and Atmosphere
The Image

32. • So much surrounds us on a daily basis
that we cannot control.
• One thing you can do is manage the
image of your company.
• This can effectively be done with the
right PR person, graphic artist,
management team and a vision for
the future.

33. Complete Your Look…
•Consider creating, reworking or
revisiting your mission or vision
statements. Employees and
guests personal values should
match your company’s
mission statement.

34. Plan 6-12 months ahead
• 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.
• Use the same font, color scheme,
symbols and logo.

35. Centralize
• When various departments are putting
out messages, whether internally or
externally, messages become mixed
and mistakes can happen.
• Appoint one person to oversee the
image of the company and help
brand and proofread all of the pieces
leaving your company.

36. Keep it Fresh
• Just because you are planning ahead
does not mean your information gets
stale.
• The easiest place to start is your
website. Update photos, change
color schemes and reword the same
info.
(Interns will help with this!)

37. Don’t forget about your
physical space
• Your branding makeover cannot be
complete without some refreshers to
those stale public areas.
• Lighting and greenery are relatively
inexpensive and will capture your
guests imagination as soon as they
walk into your doors.

38. • 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.
• Lobbies, restrooms, dining areas,
foyers, retail spaces, parking lots,
arcades and even break areas are
a good place to start.

39. Updating
Accommodations

40. •We needed to renovate and
upgrade almost all of our units.
Here is the current plan:
- Flat screen TV’s
- Pillow-Top King Mattresses
- New linens, bedspreads and curtains
- New cabinets, backsplash and
countertops
- New kitchen appliances
- Overall upgrade of paint colors, lighting
and furniture

41. • This will be a 6-year plan and then it
will turn over and repeat itself.
• It is crucial to stay on top of
renovations and upgrades due to the
vast amount of competition out there.
• When you make upgrades to your
facility, it is best to advertise those to
your guests.

42. • Bid out your jobs. Everybody wants
your business.
• Use secret shoppers. They have a
unbiased viewpoint and will really tell
you what paint color to use!
• 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.

43. Even if you can’t afford the whole package…
Do something!
• Updating paint color is the most cost
effective way to make a difference in
your rooms.
• Lighting can be relatively inexpensive as
well.
• 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!

44. Tips and Tricks

45. • Use employee contests to name
new menu items, retail areas, slides,
etc.
• Create contests for guests to
submit their vacation photos from
their trip. You will greatly increase
your photo library while getting
your guests involved!

46. • Befriend local bakers or florists and promote
their items in your facility. You will have fresh
flowers or cookies in your lobby weekly!
• Hold After-Hour Chamber of Commerce
functions at your facility. It is a great way to
gain local exposure.
• Always use press releases, even on the
smallest item. You never know when the
newsroom is slow and they will pick up your
story.

47. • Get in touch with your local and state
tourism entities and CVB’s. Invite them
to tour your facility.
• 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.

48. • 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.
• Use the GM response tool on
TripAdvisor.com to personally connect
with the guests that have stayed with
you.

49. THANK YOU ALL