Heart of Service
This bridges the gap between these two things: intent and impact.
What is Emotional Intelligence?
This type of communication includes tone, pitch, pace, and volume.
What is Verbal Communication
This speaks to showcasing your energy and enthusiasm in all you do
What is Vim?
This mindset, see mistakes as lessons, never gives up and is constantly learning
What is the Growth Mindset
The four pillars of the Rooms Division are Accountability, Consistency, High Performance, and this one.
What is Communication?
According to the training, people often remember this more than the details of the interaction or what was done for them?
What is how you made them feel?
Over this percentage of communication is nonverbal or vocal tone.
What 90%
Accountability, High Performance, Consistency and Communication all have this in common.
What is: They are the Pillars of Rooms Division?
Positive thinking means focusing on good things and expecting these kinds of results, while negative thinking can shape negative actions and behavior.
What is positive results?
This mantra element is “the magnetic force of poise and confidence,” projected through positive body language and assertive communication.
What is Presence?
Guests are more likely to return when they feel respected and this.
What is valued?
Paraphrasing, withholding interruption, and asking clarifying questions are all habits that improve this skill.
What is listening?
He said, 'Your brand is what people say about you when you're not in the room.'
Who is Jeff Bezos
You should see this as an opportunity to improve rather than as an attack.
What is criticism?
This type of empathy means “I feel WITH you,” or experiencing the other person’s feelings.
What is affective empathy?
The goal is to move from transactional service to this.
What is memorable hospitality? or Exceptional or Excellent Service
The acronym that represents the six rapport builders for any conversation
What is SOFTEN: Smile, Open Posture, Forward Lean, Tone, Eye Contact & Nod
Your image, values, 'secret sauce' who you are and your reputation refers to what?
What is You Brand or Person Brand?
In the Mindset Cascade, thoughts become your words, and words become this?
What is your behavior?
This reflects what people say about you when you’re not in the room.
What is your Brand?
Features, popular choices, dress code, and opening hours are examples of these practical extras that remove friction.
What are insider details?
Restating what a speaker said in your own words to confirm you understood is known as this.
What is paraphrasing?
This focuses on building authentic, empowered, self aware and proactive emotional intelligence team members
What is Service Excellence?
The fixed reaction to feedback is “I failed,” and the growth mindset says this about mistakes.
What is Mistakes help me learn?
In the Five Dysfunctions of a Team, this is number one, at the base of the pyramid, where people do not feel safe to be open.
What is absence of trust?