COMMUNICATION
This type of communication involves your posture, eye contact, and smile.
What is body language or non-verbal communication?
The first and most important steps when a guest brings you a problem.
What is stay calm & listen actively?
The guest, more than anything, wants to be heard and listened to.
Using a guests name during an interaction is an example of providing this type of service
What is personalized service?
A simple, powerful phrase that shows the guest you understand their frustration.
"I apologize" or "I understand why you're upset."
Always offer clear solutions or alternatives and follow through to rebuild trust, turning a negative situation into a positive outcome. If needed, your managers will be there to help support those tricky situations.
Anticipation a guest's needs before they have to ask is a sign of what kind of service.
What is proactive service?
The term for finding a solution that turns a dissatisfied guest into a loyal one.
What is service recovery?
Good hospitality makes a guest feel this way, like they are the most important person in the room.
What is valued or welcomed?
A warm greeting and acknowledgment will be the first step in great customer service.
After solving a problem, you should always do this to ensure the guest is satisfied with the solution.
What is follow up?
We always want our guests to have the best experience. Following up, shows we care.
The ultimate goal of good hospitality, which leads to positive reviews and return visits.
What is creating a memorable experience?