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The Spirit Of Hospitality Parts 1 4

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This document discusses delivering quality service and hospitality. It covers meeting guest expectations, providing excellent service, handling complaints, and improving service quality. The key points are: 1) There are six guest expectations around professionalism, friendliness, courtesy, empathy, responsiveness, and flexibility. 2) Delivering quality service involves reading guests, determining their needs, finding solutions, providing service, and following up. 3) Complaints should be handled through the LAFF method - listening, apologizing, finding solutions, and following up. 4) Improving service quality requires getting employee feedback and looking for opportunities to enhance the guest experience.

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The Spirit of Hospitality Parts 1-4
The Spirit of Hospitality Aj Scott Michael Smith
Do you know? ,[object Object],[object Object],[object Object],[object Object],[object Object]
Topics for this seminar include; ,[object Object],[object Object],[object Object],[object Object]
Meet or Exceed Guest Expectations ,[object Object],[object Object],[object Object]
Discussion questions ,[object Object],[object Object],[object Object],[object Object]
More discussion questions ,[object Object],[object Object],[object Object],[object Object]
What are guest expectations (6) and how do we satisfy them?
Video
Professional Appearance ,[object Object],[object Object]
Friendliness ,[object Object],[object Object],[object Object]
Courtesy ,[object Object],[object Object],[object Object]
Empathy ,[object Object],[object Object]
Responsiveness ,[object Object],[object Object]
Flexibility ,[object Object],[object Object]
Additional Points ,[object Object],[object Object],[object Object]
More points ,[object Object],[object Object],[object Object]
A few more points ,[object Object],[object Object],[object Object]
Discussion questions ,[object Object],[object Object],[object Object],[object Object]
More discussion questions ,[object Object],[object Object],[object Object],[object Object]
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Activity 2 Reach Out to the Guest ,[object Object],[object Object],[object Object]
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The Spirit of Hospitality Part 2
Discussion Questions ,[object Object],[object Object],[object Object],[object Object]
More discussion questions ,[object Object],[object Object],[object Object]
Video
Delivering Quality Guest Service ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Additional Points ,[object Object],[object Object]
A few more points ,[object Object],[object Object],[object Object],[object Object]
Discussion Questions ,[object Object],[object Object],[object Object],[object Object]
More discussion questions ,[object Object],[object Object],[object Object]
Activity Determining what the guest wants ,[object Object],[object Object]
What the Guest Wants (continued) ,[object Object],[object Object]
Activity 2 Determining Guest Needs ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
The Spirit of Hospitality Part 3
Discussion Questions ,[object Object],[object Object],[object Object],[object Object]
Video
There are four steps to effectively handle guest complaints….laugh…no, no sorry LAFF ,[object Object],[object Object],[object Object],[object Object]
Additional Points ,[object Object],[object Object]
More points ,[object Object],[object Object]
Discussion Questions ,[object Object],[object Object],[object Object],[object Object]
Activity 1 It’s all about Teamwork and Empathy ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
 
Activity 2 Working together to resolve the guests problems ,[object Object]
The Spirit of Hospitality Part 4 Improving Service Quality
Discussion Questions ,[object Object],[object Object]
Video
Improving Service Quality ,[object Object],[object Object],[object Object]
Discussion Questions ,[object Object],[object Object]
Activity ,[object Object],[object Object]

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