2. Objectives
By the end of the session you should be able to understand how:
• Give a Lasting Impression.
• Enhance the Service Experience.
• Offer Personalized Service.
• Work towards Service Excellence.
4. Giving a Lasting Impression
We use the 10/5 Rule
• At 10 steps, we make eye contact and smile to guests.
• At 5 steps, we stop, nod and greet the guests.
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5. We ensure a great impression at all times
• Greet and smile to guest.
• We say: “ Good morning/Good afternoon/ Good evening, Mr. Smith (address
guest by surname)
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Giving a Lasting Impression
6. We practice good Telephone Etiquettes
• Put smile on our face when answering the phone. Guest will feel our smile through our voice.
• Answer the call within 3 rings.
• Address the guest with name whenever possible.
• On answering the phone, We say : “Good morning/ Good afternoon/ Good evening, Hilton, Jaipur,
Your Name, How may I help you?
• To ask for permission to hold, We say “ May I please place you on hold.”
• To ask for permission to transfer, We say “ May I please transfer you to The Spa.”
• Prior to transferring calls, We use the standard closing, “Thank you for calling Hilton, Jaipur”
• Allow the guest to end the call before cutting the line.
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Giving a Lasting Impression
7. We use magic words to please guests
• “Thank you…”
• “Please…”
• “You’re Welcome…”
• “Excuse me…”
• “Sorry…”
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Giving a Lasting Impression
8. We know a guest’s name is music to his/her ears
• “Mr. Smith”
• “Mrs. Johnson”
• “Mr. & Mrs. Lee”
• “Miss. Jones”
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Giving a Lasting Impression
10. We do our best to Delight Guests
• Give prompt action to guest’s request.
• Say “Thank You” to show our appreciation to guest.
• Offer help at anytime to exceed guest’s expectation.
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Enhancing the Service Experience
11. We promptly suggest as we realize a need (potential need)
• Recommend hotel services or tourist attractions.
• We can say “Would you like to try our house wine it is very good too?”
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Enhancing the Service Experience
12. We take ownership of guest satisfaction
• Take action on guest request immediately. We say “ Certainly sir.” (OR) “I’ll get it
right away sir.”
• Follow up with guests to ensure satisfaction.
• Report back to department for continuous improvement.
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Enhancing the Service Experience
13. We show our care to guests
• How are you today, Mr. Smith?”
• “Have a good/pleasant day, Mr. Johnson.”
• “How was your sight-seeing today?”
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Enhancing the Service Experience
14. We are courteous when dealing with guests
• Volunteer to assist in opening doors. Allow guests the first right of passage in elevators
and stairs.
• Never say “I don’t know”. Instead find out and ensure that guest is provided with
accurate information.
• Give full attention and do not say “Yes” until you completely understand the content
• Do not argue with guests. Do not impose your will.
• If a guest is carrying heavy luggage, be sure to extend help to the guest.
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Enhancing the Service Experience
16. We anticipate guests needs
• Watch, listen and identify guests preferences.
• Take action on the preferences.
• Record the preferences.
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Offering Personalised Service
17. We introduce ourselves to guest
• To give a sense of personalized service, we introduce ourselves to guests
“My name is Joyce, I’ll be your server this evening.”
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Offering Personalised Service
18. We apologize for what we cannot offer and give Alternatives
• When a guest asks for something which we cannot provide, we say :
“I’m sorry, we don’t have cream of mushroom on our menu today”
• Then remember to follow up with alternative suggestion, we say :
“Would you like to try our signature soup, that is our Chef’s specialty and is very
nice too”
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Offering Personalised Service
19. We check to ensure service delivery
• It is extremely important to thank the guest for their loyalty with our brand, for
having to choose to stay with us.
• It is also equally important to constantly monitor that all service deliverables as
expected by our guests are offered at all times.
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Offering Personalised Service
20. We take action for service recovery
• When we make a mistake or the service is not up to standard, we apologize and
say:
“I’m terribly sorry. There could have been some mistakes. I do apologize.”
OR
“I’m sorry, Mr. Roberts. I’ll look into the matter at once.”
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Offering Personalised Service
22. We work through teams
• Support fellow colleagues.
• Share information to ensure guest satisfaction.
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Working towards Service Excellence
23. We care for hotel’s assets and equipment
• Use resources wisely.
• Avoid wastage.
• Report defects immediately.
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Working towards Service Excellence
24. We keep a safe working environment
• Practice safe work habits.
• Keep the hotel spotlessly clean.
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Working towards Service Excellence
25. We are on stage
• We smile.
• We always do our best.
• We are professionals.
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Working towards Service Excellence
26. We represent our brand !
For every action, we align with brand and hotel standards
• Understand and deliver brand standards.
• Follow through the hotel operation standards.
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Working towards Service Excellence
27. • Giving a Lasting Impression.
• Enhance the Service Experience.
• Offering Personalised Service.
• Working Towards Service Excellence.
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Recap
28. The 10 / 5 Rule
Great Impression by Warm Welcome
Good Telephone Etiquette
Use Magic Words
Use Guest Names
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Giving a Lasting Impression
29. Do our best to delight the guest
Enhance services when learn about guest
Take Ownership
Show we care
Be Courteous
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Enhance Guest Services
30. Anticipate Guest Needs
Introduce Ourselves
Never say No, Give Alternatives
Check ! Ensure service delivery
Take action for service recovery
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Offer Personalized Service
31. Work through Teams
Protect Hotel’s assets and property
Keep safe and clean environment
We are on stage
We represent our Brand !
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Providing Service Excellence