AHLEI
What element involves adapting to individual guest preferences?
Personalization
Give one way to build customer loyalty or positive guest experiences
Consistent excellent service, recognition or meaningful benefits
What should you avoid when receiving criticism?
Interrupting, blaming, or becoming defensive
Name two hotel departments.
Examples: Front Desk, Housekeeping, Banquets
What does Turn It Around refer to?
Service recovery after a problem (a guest complaint)
Why should employees listen carefully to guest complaints?
To understand and fix the problem and improve service
What does emotional intelligence help employees manage?
Their own emotions and responses to others
Why is consistency important to a hotel brand?
Guests know what quality and service to expect
How are Knowledge and Passion different?
Knowledge is what you know; Passion is enthusiasm and care
What is one way to personalize a hotel stay?
Remember preferences and special events-- leave personalized notes for guests
What is a strong resume accomplishment?
A specific achievement using action verbs and evidence
How can a housekeeping employee contribute to guest loyalty?
Cleanliness, reliability, and thoughtful service
Name all seven AHLEI review elements named today
Recovery, Commitment, Personality, Personalization, Inclusion, Knowledge, Passion
A guest has a bad experience but returns after excellent recovery. Explain why.
Effective recovery can rebuild trust and loyalty
Describe three steps to receive constructive feedback professionally.
Listen, clarify, thank the person, reflect, and act
A guest complains about a delayed room, then praises the hotel's recovery. Name three relevant concepts.
Recovery, emotional intelligence, commitment, personalization, loyalty, etc.