The document outlines key objectives for enhancing service excellence in a hospitality setting, focusing on creating lasting impressions, enhancing the guest experience, providing personalized service, and working collaboratively towards service excellence. Key strategies include employing polite communication, recognizing guests by name, proactively suggesting services, taking ownership of guest requests, and maintaining a safe and clean environment. It emphasizes the importance of professional conduct and teamwork in delivering exceptional service.

1. Service Magic

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.

3. GIVING A LASTING IMPRESSION
3

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.
4

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)
5
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.
6
Giving a Lasting Impression

7. We use magic words to please guests
• “Thank you…”
• “Please…”
• “You’re Welcome…”
• “Excuse me…”
• “Sorry…”
7
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”
8
Giving a Lasting Impression

9. ENHANCING THE SERVICE EXPERIENCE
9

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.
10
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?”
11
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.
12
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?”
13
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.
14
Enhancing the Service Experience

15. OFFERING PERSONALISED SERVICE
15

16. We anticipate guests needs
• Watch, listen and identify guests preferences.
• Take action on the preferences.
• Record the preferences.
16
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.”
17
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”
18
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.
19
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.”
20
Offering Personalised Service

21. WORKING TOWARDS SERVICE EXCELLENCE
21

22. We work through teams
• Support fellow colleagues.
• Share information to ensure guest satisfaction.
22
Working towards Service Excellence

23. We care for hotel’s assets and equipment
• Use resources wisely.
• Avoid wastage.
• Report defects immediately.
23
Working towards Service Excellence

24. We keep a safe working environment
• Practice safe work habits.
• Keep the hotel spotlessly clean.
24
Working towards Service Excellence

25. We are on stage
• We smile.
• We always do our best.
• We are professionals.
25
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.
26
Working towards Service Excellence

27. • Giving a Lasting Impression.
• Enhance the Service Experience.
• Offering Personalised Service.
• Working Towards Service Excellence.
27
Recap

28. The 10 / 5 Rule
Great Impression by Warm Welcome
Good Telephone Etiquette
Use Magic Words
Use Guest Names
28
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
29
Enhance Guest Services

30. Anticipate Guest Needs
Introduce Ourselves
Never say No, Give Alternatives
Check ! Ensure service delivery
Take action for service recovery
30
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 !
31
Providing Service Excellence

32. Thank You