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The Spirit Of Hospitality Parts 1 4
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Transcript of The Spirit Of Hospitality Parts 1 4
The Spirit of Hospitality
Parts 1-4
The Spirit of Hospitality
Aj Scott Michael Smith
Do you know?
1. The benefits of delivering quality service?2. Six service expectations and how to meet
them?3. A five step process for delivering quality
service to guests and co-workers?4. A four step way to handle guest
complaints?5. Two things you can do consistently to
improve service quality?
Topics for this seminar include;
1. Meet or Exceed Guest Expectations
2. Delivering Quality Guest Service
3. Handling Guest Complaints
4. Improving Service Quality
Meet or Exceed Guest Expectations
Expectation – Reality = Guest Satisfaction
1. Anticipate
2. Meet or exceed guests’ expectations
Discussion questionsDiscussion questions• What do guests expect from the staff
when they enter a business?
• Why is a good attitude important to guest service?
• How can you demonstrate the ‘spirit of hospitality’?
• How can you make guests a priority?
More discussion questionsMore discussion questions• Why does using a guests name make such a
good impression with guests?• How do guests benefit when you display a good
attitude? How does the business benefit? How do you benefit?
• How does paying attention to guests help you serve them better?
• What is the difference between good service and excellent service (The spirit of hospitality)?
What are guest expectations (6) and
how do we satisfy them?
Video
Professional AppearanceProfessional Appearance• Maintain a neat, professional, well groomed
appearance.
• Wear a clean, proper uniform
FriendlinessFriendliness
• Smile
• Greet guests and co-workers enthusiastically and promptly
• Maintain consistent eye contact
CourtesyCourtesy
• Give guests and co-workers full, uninterrupted attention
• Treat guests and co-workers respectfully
• Call guest and co-workers by name
EmpathyEmpathy
• Imagine how guests and co-workers see the situation
• Demonstrate Sensitivity to guests’ and coworkers’ feelings
ResponsivenessResponsiveness
• Wherever possible, take responsibility and act to satisfy guest and coworkers’ expectations yourself, rather than refer to management
• Ask if the person is satisfied with the solution
FlexibilityFlexibility
• Treat each guest and co-worker as an individual
• Offer creative solutions to guests and co-workers needs
Additional PointsAdditional Points• Increasing competition makes service an
important element for success
• Quality service means meeting and exceeding guest expectations and creating a memorable experience
• Travelers expect quality service and deserve respectful treatment
More pointsMore points• Look at service from the guests point of
view
• Attitude shapes behavior. Your attitude or ‘spirit’ is the key to providing excellent service
• Display the ‘Spirit of Hospitality’ which is an attitude or commitment to provide the best service possible to guests
A few more pointsA few more points• Place your guests’ needs ahead of your
own. Fill requests promptly according to their schedule, not yours
• Reach beyond guest expectations and surprise guests with something extra
• Few guests complain that you are overdoing it if you provide them with what they really want
Discussion questionsDiscussion questions• What do guests expect from the staff
when they enter a business?
• Why is a good attitude important to guest service?
• How can you demonstrate the ‘spirit of hospitality’?
• How can you make guests a priority?
More discussion questionsMore discussion questions• Why does using a guests name make such a
good impression with guests?• How do guests benefit when you display a good
attitude? How does the business benefit? How do you benefit?
• How does paying attention to guests help you serve them better?
• What is the difference between good service and excellent service (The spirit of hospitality)?
Activity 1Activity 1
Relate experiences in which you received excellent service. Describe what the person did that made the service excellent and how they made you feel?
Activity 2Activity 2
Reach Out to the GuestReach Out to the Guest
How would you display the
‘Spirit of Hospitality’
and, not only meet, but exceed guest expectations?
Guest 1 A guest must check-out of her room, but
must deal with her luggage before attending an on-site meeting
Guest 2A guest is in town for important meetings. At breakfast he spills orange juice on his suit. He asks the restaurant server for a damp rag so he can try to clean the stain
Guest 3
It is 8 o’clock in the evening. A guest enters the lobby and asks for a specific restaurant (located four blocks away)
The Spirit of The Spirit of HospitalityHospitality
Part 2
Discussion QuestionsDiscussion Questions• What are some ways to ask what a guest
really wants?
• What does it mean to ‘read’ a guest?
• Why is providing quality service so challenging sometimes?
• Why should you confirm your understanding of a guests needs before carrying out a request?
More discussion questionsMore discussion questions
• Why should you follow up with a guest after providing a service or solving a problem?
• Why is it important to treat co-workers the same way you treat guests?
• Teamwork is important to delivering guest service. What can you do to work better with your co-workers?
Video
Delivering Quality Guest ServiceDelivering Quality Guest ServiceThere are five steps that will help you deliver quality guest service to guests and co-workers;
1.Read the person by paying attention to what is said and how it is said.
2.Determine what the person needs.
3.Work together to find a solution.
4.Deliver the service.
5.Follow up to make sure the person is satisfied
Additional PointsAdditional Points• Every guest has different expectations of
what excellent service is, and each employee has a unique opportunity to anticipate and meet those expectations
• All good service starts with understanding what your guests want and expect
A few more pointsA few more points• The easiest and most effective way to find
out what a guest wants???? ASK!
Get the guest talking, ask questions
• Fill guests request immediately, or when they want something done
• Make guests feel as if they are your priority
Discussion QuestionsDiscussion Questions• What are some ways to ask what a guest
really wants?
• What does it mean to ‘read’ a guest?
• Why is providing quality service so challenging sometimes?
• Why should you confirm your understanding of a guests needs before carrying out a request?
More discussion questionsMore discussion questions
• Why should you follow up with a guest after providing a service or solving a problem?
• Why is it important to treat co-workers the same way you treat guests?
• Teamwork is important to delivering guest service. What can you do to work better with your co-workers?
ActivityActivity Determining what the guest wantsDetermining what the guest wants
Guest 1 Your room is near the pool. Some children
have been running back and forth through the halls and making a lot of noise, so you can’t sleep. When you see an employee you ask if there are rules against unsupervised children playing in the pool area.
What the Guest Wants What the Guest Wants (continued)(continued)
Guest 2
You have brought your family on your business trip. They’ve stayed at the property while you’ve been busy, but now you would like to take them out to see the area. You don’t know the area so you ask an employee if there is an shopping mall nearby.
Activity 2Activity 2Determining Guest NeedsDetermining Guest Needs
Anticipate and list the potential needs from the groups below:
1. Families with small children2. Honeymooning couple3. Guest with disabilities4. Seniors5. Women traveling alone
The Spirit of Hospitality
Part 3
Discussion QuestionsDiscussion Questions
1. How can you demonstrate teamwork as you resolve guest complaints?
2. What is the best way to react when guests complain about problems?
3. What are some things you can do to calm angry or upset guests?
4. What does it mean if you take responsibility for a guests’ problem?
Video
There are four steps to effectively There are four steps to effectively handle guest complaints….laugh…handle guest complaints….laugh…
no, no sorry LAFFno, no sorry LAFF
• Listen to the problem
• Apologize and offer solutions
• Fix the problem
• Follow up to ensure guest satisfaction
Additional PointsAdditional Points• Guests want a total quality experience, not
isolated pockets of excellence. Work together as a team to resolve guest problems and deliver the best service possible
• Since service is not something guests can return or exchange, their only option is to complain
More pointsMore points
• Never blame guests for problems they report. If they don’t complain to staff then they are probably complaining to customers (or potential customers)
• Nearly 95% of travelers will return to a property if a problem is resolved to their satisfaction. 35% will return after bad service, but most will spread the word about their bad service
Discussion QuestionsDiscussion Questions
1. How can you demonstrate teamwork as you resolve guest complaints?
2. What is the best way to react when guests complain about problems?
3. What are some things you can do to calm angry or upset guests?
4. What does it mean if you take responsibility for a guests’ problem?
Activity 1Activity 1It’s all about Teamwork and EmpathyIt’s all about Teamwork and Empathy
Which department/co-worker should be contacted when…
1. A guest complains that although he used the “Do Not Disturb’ sign, a room attendant knocked on the door and woke him up
2. A guest complain that cable is out on the TV and he’s missing the World Cup match.
3. The guest complains that their room smells like smoke4. A meeting planner complains the Air Conditioning in the
meeting room is broken
How would you show Empathy?
Activity 2Working together to resolveWorking together to resolve
the guests problemsthe guests problems
• Write a common guest problem on a piece of paper…wait for further instructions
The Spirit of Hospitality
Part 4
Improving Service Quality
Discussion QuestionsDiscussion Questions• How can employees be rewarded for
showing guests the spirit of hospitality or quality service?
• Why should managers share guest feedback-good or bad- with employees
Video
Improving Service QualityImproving Service Quality
Employees feel free to share their ideas for improving guest service:
Share feedback with the staff
Look for opportunities to improve service
Discussion QuestionsDiscussion Questions• How can employees be rewarded for
showing guests the spirit of hospitality or quality service?
• Why should managers share guest feedback-good or bad- with employees
ActivityActivity1. Share a short story about a time when
you made a suggestion to a business (as a customer or staff) for an improvement to service that was accepted by the business.
How did you feel when management implemented your idea?