GM Must Do
Acronyms
Service Recovery
GSS
Archon Tools
100
A weekly update with essential team members
What is "The Weekly Department Head Meeting"
100
L.E.A.R.N.
What is "Listen Empathize Apologize React Notify"
100
What is the definition of Service Recovery
What is "An immediate and appropriate response to a service opportunity before it becomes a service failure"
100
The "7 Moments of Truth" when a guest critiques the hotel
What is "Reservation" "Curb Appeal" "Lobby" "Check-In" "Guest Room" "Breakfast" "Check-out"
100
A tool kept at the front desk that should be monitored daily by management?
What is "The Service Recovery Log"
200
What should be the guest's last impression of the hotel?
What is "The Departure E-Mail"
200
T.E.A.M.
What is "Together Everyone Achieves More"
200
Give an example of an effective apology
What is "I am very sorry that you have been inconvenienced, please let me..." or "I am so sorry that there has been a problem, please allow me to..." or "I am terribly sorry that happened, I would like to correct it by..." Something to that effect
200
What is the 15/5 Rule?
What is "Make non-verbal communication within 15 feet/make verbal communication within 5 feet"
200
Resource availbale to all associates to inform them the happenings of the hotel?
What is "Pass on Log"
300
What helps motivate your team members to have a great day & informs them of daily needs
What is the "Daily Huddle"
300
S.M.A.R.T.
What is "Specific" - "Measurable" - "Attainable" - "Relevant" - "Timely"
300
Describe the difference between empathy and sympathy
What is "Empathy - Identification wiht an understanding of another's feelings or situation" and "Sympathy - Pity or sorrow for the distress of another"
300
List 5 Pleasant Surprises that can be done for a guest at NO cost to the hotel
What is "A hand-written note"; "Deliver mail, fax, laundry"; "Scrape windows, remove snow in winter"; "Arrange toys in rooms"; "Personal call to welcome them"
300
Used to help keep key safety and security items in place?
What is "Critical Items Checklist"
400
10% daily or 20% when on the service focus cycle.
What are "Room Inspections"
400
SALT
What is Satisfaction And Loyalty Tracking
400
What are the two most important questions to ask yourself when determining a response to a service recovery opportunity?
What is "How much responsibility does the hotel own regarding the issue" and "How severe is the issue in the guest's mind"
400
Fill in the blank... It is _____ times more expensive to attract a new customer than to keep an existing customer
What is "5"
400
Used to help evaulate your team members and areas of improvement
What is the "Focus Hotel Action and Accountability Form"
500
What we do during peak times in the hotel
What is "Lobby Lizard"
500
G.U.E.S.T.
What is "Greet each guest" "Use the guest's name" "Establish needs" "Show sincere interest in guest experience" "Thank each guest"
500
How many friends will a displeased customer tell about their experience? And How many will not return?
What is "9 / 90%"
500
Define Touchpoint
What is "Any interaction we have with a guest where they have an opportunity to form an opinion about the quality of our service."
500
Three key ingredients for our success under the AH Management Philosophy
What is Community-Culture-Consistency
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