6-Essentials & Spot-checks
T/F - If the Team Member did not meet an element of a standard, s/he met the standard.
FALSE
The most surefire strategy to remember a guest’s name.
REPEAT the guest’s name!
Concentrating on the detail of what is being said rather than just passively hearing words.
Active Listening
Creating Memorable Moments that exceed expectations.
IMD
In what occasion will a Team Member be spot-checked a second time?
If s/he did not meet a standard within the first Spot Check.
Picturing the letters in your mind, you’ll have a better chance of remembering the name with this method.
Imagery
A ________ is often the only appropriate form of physical contact in business.
Handshake
Identifying key times when there will be group movement within the hotel and organizing Team Members to assist with directing guests efficiently.
GPS (Group/Guest Touch Points)
Following a Spot Check or 6-Essential, what are two components of the TM follow-up?
Manager informs TM that s/he has been officially spot-checked & provides valuable feedback on the observation.
Building trust and comfort will lead guests to be more open to ___________
Upsell Recommendations
Subconsciously, what is the difference between the right and left hand regarding the reinforcement of communication?
Right Hand provides the information; Left Hand receives the information
Specific words or phrases the guest uses to describe their experiences or preferences.
Key Descriptors
6 Essentials should be updated no sooner than ________ and no longer than ____________
Each Week & Once per Month
Name (3) common types of mnemonic devices.
Any of the following – Acronyms, Rhymes, Jingles, Keywords, Acrostics, Melodies, Mind Maps, Visual Imagery
According to author Patti Wood, a person can swap how many nonverbal cues in under a minute?
10,000
The (3) Key Elements of the IMD Program.
1) Active Listening
2) Reading between the lines
3) Going the extra mile
What is the TM follow-up progression for Spot-Check & 6-Essentials observations?
Coaching Session; Coaching & Correcting; Counseling & Corrective
What does the FACE Method stand for?
Focus – Ask – Comment – Employ
Maintaining personal space is one of the most important types of nonverbal communication. As a rule, intimate space is up to ______ inches and personal space is up to _________ feet.
18 inches; 4 feet
The (3) components of Active Listening
1) Be Fully Present
2) Use non-verbal cues
3) Ask Open-ended questions