Recovery
Recovery Means to....
Turn it Around!
Personalization means...
Provide an Individualized Experience!
Knowledge means to...
Be in the Know!
Passion means....
Inspire others!
Inclusion means...
Include Everyone!
What is a service failure?
Service that fails to meet guest's expectations.
Why is it important to find ways to individualize our guests' experience?
Guests feel special when we provide service that is personalized to their needs and likes.
What should you do if a guest asks a question you don't know the answer to?
Know the resources around you to find the answer for the customer. Do not send them to someone else to ask around.
Commitment means...
To Be All IN!
Personality means...
Be Yourself!
What are some examples of possible service failures?
Slow service, cold food, breakdown in equipment, reservation mix-up, etc....
List ways in which we can personalize guest service.
Remember something from the guest's last stay, sending a guest a hand-written note after the stay, thanking guests for staying at your business, greet guest by their name, having a small gift basket with a note to the guest, etc...
List "Knowledge" examples of the Property.
Hours for the pool, restaurant hours, how to contact different departments, events happening in the hotel, basic questions related to the hotel.
How are passion and commitment aligned with each other?
If a person is committed, their passion will come out.
Out of the following items, which of the following is an example of "Inclusion"?
**Providing sign language interpreters
**Having separate facilities for disabled guests
**Not allowing service animals in dining areas
Providing sign language interpreters
Explain why guest recovery must be done immediately before the customer walks out the door?
Once the customer walks out, they will tell people in their family, social media, and give you a bad review. The company will not only lose one customer, but many!
Explain why personalizing guest service creates exceptional customer service?
Providing this type of service shows guests that you see them as a valued guest who has unique needs.
List "Knowledge" examples of surrounding areas:
Nearest restaurants, attractions, events, hospitals, doctors, stores, and community happenings.
What is Maria's passion in the following scenario:
Maria, a lifeguard, was recognized by a guest for delivering excellent guest service that went above and beyond what was expected. During her shift, a child staying at the property took an interest in Maria. They had several interactions throughout a 7-hour shift. During one of her conversations with the child, she learned that the child did not know how to swim. She promised the child that she would give him a private swim lesson after her shift was over. As promised, Maria looked for the boy after her shift was over and gave him a private swim lesson creating a life-long memory for the boy and his family.
Swimming
Identify "Inclusion" in the following scenario:
A hotel guest has a son with special dietary needs. While the restaurant doesn't typically stock the required items, the chef makes an effort to acquire them. When he finds out that none of the stores in the area stock them, he asks his sister who lives near a specialty supermarket across town to purchase and drive the items over.
Goes out of his way and calls his sister to purchase and drive the items over.
What is the Recovery in this scenario:
After the air conditioning unit in their room broke in the middle of a warm night, the guests called the front desk to complain about the problem. The front desk clerk and bell attendant help the guests move to another room by helping them carry their items to the new room quickly.
The guests are quickly moved to another room with the help of the front desk and bell attendant.
Identify Personalization in the following scenario:
A guest leaves the hotel room with the lights dimmed half-way, the TV set on a new station, and the AC set on 68 degrees. When she returns two weeks later, she finds her new room set up exactly the same way, and the front desk calls to enquire whether she'd like coffee and a bagel sent up the next morning, or whether she'd like to try something else from the menu.
When she returns two weeks later, she finds her new room set up exactly the same way.
Identify the Knowledge in this scenario:
During their stay, a family asked an employee advice on what they should do while in the area. Unbeknownst to the family, the employee was new to the area and was not familiar with all the events, or attraction. One event she had heard about was a yearly Halloween event a nearby theme park hosted. She recommended this event to the family. While walking by the employee, Ashley overheard the recommendation to the family. She knows the event well and warns the family that it is intended for adults, not small children. She recommends more appropriate suggestions.
What shows commitment in the following scenario:
Tracy works in the human resources department of her property. On a rainy day in June, while walking through the lobby, she spotted a family waiting for the rain to let up so that they could walk to their car. After seeing this, Tracy decided to grab her umbrella from her office and give it to the family. They were extremely grateful for the kind gesture. Using the umbrella, the father walked each family member to the car, then came back to give the umbrella back to Tracy. Noticing that now the father would have to get wet, Tracy walked the father to the car and sent the family off on their way.
Tracy let the family use her umbrella and walked the father back to their van.
What is the result of Terry's personality in this scenario:
While walking through the hotel lobby, Terry was approached by a couple who were upset about the towels in their room. The guests had just completed their travel from London, England to Phoenix, Arizona and were looking to relax. Terry took ownership of the situation and acquired new, softer towels for the guest, even though it wasn’t part of his normal duties at the property. Normally, the story would end here with a happy and satisfied customer. However, during his interaction with the guests, Terry injected his personality in the service he provided. Ultimately, the guests were so impressed, and drawn to his personality that they built a friendship with him. They maintained contact with each other and the guests returned to the area to visit Terry for many years. Last year the couple asked Terry to be the best man in their wedding! To this day they continue to have a great friendship.
Terry developed a close friendship with one of the hotel's frequent guests, he was the best man at the wedding, and to this day they continue to have a great friendship.