Guest Service

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Guest Services. : 

Guest Services. Presented by: Saurav Mangal

Summary Slide : 

Summary Slide Service Standards Verbal Means of Interaction Verbal Means of Interaction Verbal Means of Interaction Visual Means of Interaction Visual Means of Interaction Visual Means of Interaction Guest Conflict Resolution Guest Conflict Resolution Empowerment.

Service Standards : 

Service Standards Employees in any industry need to have expectations made clear to them. A hotel that clearly defines its guest service guidelines will be able to hold employees accountable. That accountability helps management guide and evaluate employees. Service standards are dictated by employee interaction with guests. They interact verbally and visually.

Verbal Means of Interaction : 

Verbal Means of Interaction Use the appropriate greeting. Identify the time of day by saying “good morning” or “good evening.” The employee who greets a guest over the phone should also include their name and department and offer assistance in the greeting.

Verbal Means of Interaction : 

Verbal Means of Interaction Personalize the conversation. Use the appropriate title (i.e. Mr. or Ms.) Use the guest’s name when known Incorporate the personalization with the appropriate greeting “Good afternoon Mr. Smith.” Why is personalization so important?

Verbal Means of Interaction : 

Verbal Means of Interaction Thank the guest after each activity. Listening allows employees to hear subtle hints and signals a guest gives out during communication. Letting the guest initiate the tone of the conversation also puts them at ease. Employees should avoid using jargon when they communicate with guests.

Verbal Means of Interaction : 

Verbal Means of Interaction Communicating with a genuine smile that accompanies a greeting or thank you reinforces the message. A smile is very effective when incorporated into the 10x10 rule. In what situations might a smile not be appropriate?

Visual Means of Interaction : 

Visual Means of Interaction Body language can be an important visual marker for rooms division employees. Common body language signals include: Crossed arms may indicate a defensive posture A guest who leans across the front desk during conversation may be aggressive Strong and consistent eye contact may indicate confidence Strong firm handshakes may also indicate confidence

Visual Means of Interaction : 

Visual Means of Interaction An often overlooked aspect of visual communications is guest perception. The first and often most lasting perception an employee makes on a guest is the employee’s appearance. Appearance is marked by: Grooming Uniform Nametag

Guest Conflict Resolution : 

Guest Conflict Resolution Because the hotel industry is a service industry that relies on people and an infrastructure to deliver a product, breakdowns can occur. Resolving a conflict to a guest’s satisfaction can “turn around” an unhappy guest and make them a satisfied guest. This resolution is best accomplished by adhering to the visual and verbal rules of guest service.

Guest Conflict Resolution : 

Guest Conflict Resolution Listen first. Summarize and restate the problem. No excuses. Resolve the problem. Document the conflict. Why are these steps so important?

Empowerment : 

Empowerment Empowerment is defined as the ability and authority to satisfy guest complaints/requests within preset parameters. Whenever issues arise, an empowered employee is able to take whatever action is they deem appropriate to solve the problem. What is the importance of having preset parameters?

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