Commitment To Excellence

Commitment To Excellence by VINEETH.T, vineeth_70@yahoo.co.in

Module 1Branding the Customer Experience by VINEETH.T, vineeth_70@yahoo.co.in

Branding the customer experience “ I learnt from the Shilpa, even though she was here for 3 years and I have been for five years . I was always very sort of task oriented and never thought about customer. And then it just clicked in my brain a couple of years ago that Shilpa way of dealing with the people is just brilliant. She thinks the minute guest walks through the door that he wants to feel he is at home and we have got to give him a good reception and make sure the rooms are nice – the whole thing. We use shilpa quite a lot role model in the hotel “ Voice of Receptionist by VINEETH.T, vineeth_70@yahoo.co.in

Branding the Customer Experience Exercise1: Give examples of popular products known worldwide and mention if they are known for their product or service. • Note: Creating a branded service experience is more difficult because it involves the human element like: • different attitudes • different cultures • turnover problems Product can be easier to control Remember: To be competitive in the market, we need to possess a good product. However, the service we provide sets us apart from the rest. Service must be consistent, different and of very ‘real’ value to our guests. by VINEETH.T, vineeth_70@yahoo.co.in

The Big Shift The Winning Formula by VINEETH.T, vineeth_70@yahoo.co.in

Customer-Focused • Means being able to see every moment of the guest’s experience through their eyes. • ‘Moments of Truth’ are instances that will make the guests say: • “This is the place where I want to stay.” • “I’ll be looked after here.” • “They care about me here.” • “Everything is fine.” • “I’ll look forward to coming back here.” OR • “I don’t want to be in this place.” • “I won’t be looked after here.” • “I wish I had chosen somewhere else to stay.” • “ I won’t come back if I can help it.” Remember guests often say or feel the things above based on only one “moment of truth” in their total hotel experience. Therefore it is important that we meet all the expectations based on each moment of truth. by VINEETH.T, vineeth_70@yahoo.co.in

Commitment to Excellence Initiative STEP 1: FIND OUT WHAT CUSTOMERS WANT Valued Respected Recognized Empowered Informed Given a choice Secure Safe Confident Feel like an individual Not a Number Treated honestly and Fairly No discrimination Supported Mothered/Fathered Taken Care of by VINEETH.T, vineeth_70@yahoo.co.in

Commitment to Excellence Initiative Step 2: Define behavioral and operational standards • Aimed at defining: • Moments of truth • Guests expectations • Behavioral standards • Operational standards • To achieve: Consistent service worldwide Step 3: Focus on Employee Needs The objective is to change how we: • Recruit employees • Train and develop them • Reward and recognize their work • Indicate that we value them in the organization Step 4: Provide Training To let employees acquire the knowledge and skills that are being implemented worldwide to meet if not exceed guests expectations at all times. Remember: If you are not serving a customer, you are serving someone who is. by VINEETH.T, vineeth_70@yahoo.co.in

Module 2 Welcome/Welcome Back by VINEETH.T, vineeth_70@yahoo.co.in

Welcome / Welcome Back • Be Ready • Build Rapport • Remember Surprise and delight • Observe • Ask • Listen • Respond Be the Best • Check for satisfaction • Show Appreciation • Follow up by VINEETH.T, vineeth_70@yahoo.co.in

Guest Interaction Cycle • Focuses on 3 attitudes which are the key to delivering excellent service. They are as follows: Welcome/Welcome Back • What we say and do on the first time we approach the guest to establish a positive first impression • It can set the entire tone for the overall guest experience • Be welcoming in everything we do. Surprise and Delight • Shows the way by which we observe, ask, listen and respond to guests. • Our performance can create a great impact on guest loyalty. • This is our chance to differentiate and bring alive our brand. • Look for ways to surprise and delight guests. Be the Best • How we conclude our interactions in a positive way. • We have to make sure that guest will be excited to come back. Remember: This is a common sense approach.Many of us are good at using most of the skills in the program . by VINEETH.T, vineeth_70@yahoo.co.in

Welcome/Welcome Back • 3 Key Steps for a successful welcome Be ready – about being proactive to respond efficiently to guests’ needs. • Prepare Yourself A.How you feel – mentally prepared, making the shift from home to workplace, putting aside personal worries or thoughts that might affect your performance. B. What you know – finding out information that guests might need to know. C. How you look – spotless personal appearance that will make us feel confident and ready to meet the guests. maintaining a pleasant facial expression and approachable body language. by VINEETH.T, vineeth_70@yahoo.co.in

II. Be Organized- this refers to the task-related aspects of our job. We have to make sure that we have everything we need to do our job or we know where to get them. III. Anticipate needs – this refers to thinking in advance on probable guest questions and needs for information. 3 types of needs are the following: A. Informational needs - these are questions to be answered.(Rooms availability, status of the bill, cost of products/services, promotions and local events, etc.) B. Physical Needs – these are needs pertaining to their comfort. C. Emotional Needs – these are needs that require empathy/help in dealing with stressful situations. (Anger, frustration, anxiety, nervousness,etc) by VINEETH.T, vineeth_70@yahoo.co.in

Build Rapport – talking with people. Communication involves words, body language and tone of voice. Note: “Interest is conveyed to others through positive verbal and non-verbal language. When we interact face-to-face or on the phone with others, words, body language and tone of voice carry our welcome.” by VINEETH.T, vineeth_70@yahoo.co.in

Body Language Be aware of : • Posture • Facial Expression • Body Placement • Tone of Voice • Conveys: • Feelings – happiness (smile), sadness, excitement • Moods • Attitude • Verbal Language Right Words • Help create the right climate • Enable us to welcome guests according to our brand standards by VINEETH.T, vineeth_70@yahoo.co.in

Exercise: Give your interpretation of the following illustrations. by VINEETH.T, vineeth_70@yahoo.co.in

Remember • Remembering and using the names of our guests has a powerful effect on the guest experience. • They feel that they are recognized and valued. Exercise: Discuss some techniques of remembering details about guests in different areas of work. Name Hook Picture/Rhyme Linkage Image Chettle Moustache Kettle Making tea Mr. Chettle making a tea with a kettle by VINEETH.T, vineeth_70@yahoo.co.in

MODULE 3 & 4 Surprise and Delight Observe and Ask Listen and Respond by VINEETH.T, vineeth_70@yahoo.co.in

SURPRISE & DELIGHTOBSERVE / ASK • The Objective of Surprise and Delight is: • Satisfy the guests and make them want to come back. • For guests to tell others about their pleasant experience with us. by VINEETH.T, vineeth_70@yahoo.co.in

Research shows that we tell 10 times more people about a bad experience than a good one. by VINEETH.T, vineeth_70@yahoo.co.in

Activity 1 Draw your watch on a sheet of paper from memory and see how much you can remember about the watch. Are your drawings accurate? Why/Why not ? Reasons: • We pay less attention to things that we see everyday • We take so many things for granted. • We think of bigger things and pay less attention to smaller things (detail) What have you learned from this Exercise? • There is a chance we might overlook ways to Surprise and Delight our guest because we do not pay as much attention to detail as we normally should. by VINEETH.T, vineeth_70@yahoo.co.in

BE A BETTER OBSERVER • 3 KEYS TO BEING A BETTER OBSERVER • Be Present • Focus all our attention to what is happening now • Do not think of other things than the present task. • Be really aware of the guest • Do not take the guests for granted • Really look and pay attention to them • Observe them more closely. • Look for clues • Body language • Tone of Voice • Physical surroundings • Remember: “Only through observing can we pick up on things that can Surprise and Delight our guests.” by VINEETH.T, vineeth_70@yahoo.co.in

ASKING QUESTIONS • 2 types of questions • Close-ended • Used to get or confirm facts • The questions start with: Is Are Can May Would Could Should Do Does • Open Ended • Used to get more information. • Used to encourage others to think, see into the future and express their feelings • These questions start with: Who What Where When What if How Tell me Why How could by VINEETH.T, vineeth_70@yahoo.co.in

Surprise and DelightListen and Respond “ I can’t help hearing you, but I don’t always listen.” George Burns Actor Hearing is with the ears and listening is with the mind – it is active. “ When we are awake we spend 80% of the time communicating. Of that, 45% of the time we are listening. by VINEETH.T, vineeth_70@yahoo.co.in

Active Listening Techniques by VINEETH.T, vineeth_70@yahoo.co.in

RESPONDING Our response to guest needs should be: QUICK, TIMELY AND CORRECT!!!! Responding is where we shift from obtaining information to attending to the needs, requests and/or problems of others by: • Using positive language. • Offering information, options, and assistance. • Setting expectations and getting agreement. Remember that the words we use when responding can have important consequences for the way the guests respond. We have to learn how to use words with care and some positive words that could be used in their place. Positive language can turn around a challenging situation and can actually make the guest feel more cared for. However, unfriendly language can make the situation worse and convey the message of not caring for them. by VINEETH.T, vineeth_70@yahoo.co.in

THE WORDS WE USE by VINEETH.T, vineeth_70@yahoo.co.in

DEVELOPING OPTIONS • Developing options is a skill that separates the average professional from the truly excellent one. • Reasons for giving options • It gives more choices; • Empowers guests by giving them the opportunity to make decisions. • 3. It takes away the burden of choosing for guests. by VINEETH.T, vineeth_70@yahoo.co.in

How to Develop Options Step 1: Putting yourself in the guests’ shoes and thinking about the information and options you can provide. This is about looking beyond the obvious and thinking about what matters most to the guest. Step 2: Identifying what you can and cannot do. This is about identifying what you can and cannot do to satisfy guests’ needs. This includes thinking about information you can offer to educate the guest about any constraints that may be relevant to their request. by VINEETH.T, vineeth_70@yahoo.co.in

Setting Expectations • Setting Expectations involves our guests in decisions about the best solutions to their needs • Reasons for Setting Expectations • Avoiding misunderstanding • Clarifying about what can and can not be done • Avoiding disappointment to our guests by VINEETH.T, vineeth_70@yahoo.co.in

How to Set Expectations Step 1: Explain what you can and cannot do. Being clear about things we can and cannot do minimizes the risk of a gap between what is expected and what can actually be delivered. Step 2: Discuss and select options This way the guests can choose what works best for them. by VINEETH.T, vineeth_70@yahoo.co.in

Getting Agreement Getting Agreement is a small but critical step in making sure that we and our clients are clear on what will happen. Step 1: State following steps that have been agreed upon Summarize what you are going to do. Step2: Ask a close-ended question to confirm Check that the guests confirms your summary. Step 3: Listen for approval Give the guest a chance to reply and listen to it. by VINEETH.T, vineeth_70@yahoo.co.in

MODULE 5 Be the Best by VINEETH.T, vineeth_70@yahoo.co.in

The Importance of Being the Best How much money do you spend at a place you visit on a regular basis? Exercise: Step 1: Estimate the amount of money you spend in the store or service each week. Money spent each week _______________ Step 2: Multiply the amount of money spent each week by 52. Money spent each year ________________ Step 3: Imagine that you will continue to use the store or service for 10 years. Multiply the amount of money spent each year by 10. Money spent in 10 years: __________________ by VINEETH.T, vineeth_70@yahoo.co.in

Results Assessment • Based on the results, how important are you as a customer? • What are the financial consequences of not being the best? Graph analysis • Why do we lose customers by VINEETH.T, vineeth_70@yahoo.co.in

Service, Product, Price What is the main reason for losing customers? Remember In today’s competitive marketplace you need a good product and a competitive price to win the game. It is becoming increasingly easier for people to copy a product. What companies have discovered is that PEOPLE WHO PROVIDE THE SERVICE are their real competitive advantage. We have a hotel in Portugal which is considered to be one of our most profitable hotels. It has not been renovated in 36 years, yet customers continually returned. The reason: They receive exceptional service from the people who work there. by VINEETH.T, vineeth_70@yahoo.co.in

A SATISFIED CUSTOMER IS ….. LOYAL 3 ZONES OF LOYALTY VS. SATISFACTION TERRORIST: a guest that is extremely dissatisfied and will tell many people of his/her bad experience APOSTLE: a guest that is extremely satisfied, will recommend our products and services and remain loyal – even if this means a slight inconvenience at times. by VINEETH.T, vineeth_70@yahoo.co.in

BEING THE BEST CHECK FOR SATISFACTION Checking with guests to make sure they are satisfied and if there is any other way you can help SHOW APPRECIATION Expressing sincere appreciation for the business or for what the guest has done FOLLOW – UP Ensuring that what was promised was received; checking with guests to personally make sure they got what they were expecting; following up with colleagues if handing over requests. by VINEETH.T, vineeth_70@yahoo.co.in

MODULE 6 GOLDEN OPPORTUNITIES Handling Situations and Challenges by VINEETH.T, vineeth_70@yahoo.co.in

“Problems are only opportunities” • The Cost of a Dissatisfied Customer • A typical company only hears from 4% of its dissatisfied customers; the other 96% just quietly go away. • Dissatisfied customers tell 8 – 10 people of their dissatisfaction (1 in 5 tell 20). • Satisfied customers will tell 5 people about their problem and how it was resolved. • Customers who experienced no problems are 85% loyal. • Satisfied complainers are 90% loyal. by VINEETH.T, vineeth_70@yahoo.co.in

3 KINDS OF GOLDEN OPPORTUNITIES SITUATIONS: -occur when guests have needs that have not yet been fulfilled. This usually involves a straightforward request for assistance (e.g. guest wants an ironing board to be brought up to his room) by VINEETH.T, vineeth_70@yahoo.co.in

Challenges - occur when guests become upset or distressed about their unfulfilled needs. This usually involves an emotional outburst or demand (e.g. a guest has been waiting a long time to be seated in the restaurant and angrily demands a table. by VINEETH.T, vineeth_70@yahoo.co.in

HIDDEN DISSATISFIERS - occur when guests encounter systems and/or processes that do not meet their needs. These usually involve irritating inconveniences that are left unspoken (e.g. guests who cannot easily find the restrooms because of poor signage.) by VINEETH.T, vineeth_70@yahoo.co.in

GOLDEN OPPORTUNITIES SURPRISE AND DELIGHT S I T U A T I O N S C H A L L E N G E S H I D D E ND I S S A T I S F I E R S by VINEETH.T, vineeth_70@yahoo.co.in

We can spot Golden Opportunities by being Self Aware. “You can’t control your guest but you can control yourself.” by VINEETH.T, vineeth_70@yahoo.co.in

Situations & Challenges It is important to understand how to handle situations and challenges effectively. They provide real opportunities to surprise and delight guests. by VINEETH.T, vineeth_70@yahoo.co.in

Module 7 Golden Opportunities Hidden Dissatisfiers by VINEETH.T, vineeth_70@yahoo.co.in

Hidden Dissatisfiers Hidden Dissatisfires occour when guests encounter systems and/or processes that do not meet their needs. These usually involve irritating inconveniences that are left unspoken. by VINEETH.T, vineeth_70@yahoo.co.in

Discovering Hidden Dissatisfiers The following are some ways to discover hidden dissatisfiers Repeated guest requests Repeated observations of what guests need. Put yourself in the guests’ shoes and ask yourself • What would surprise and delight you. • What would annoy and irritate you. by VINEETH.T, vineeth_70@yahoo.co.in

Minimizing Hidden Dissatisfiers The focus here is not identifying those obvious things that we know limit our hotel such as: not enough elevators, rooms that need complete refurbishment etc . We want to focus on: • Things that we may be able to do something about • Things which should be brought to the attention of others because they might not be aware that a hidden dissatisfier exists. Exercise: Form three groups and list hidden dissatisfiers in our hotel that we may be able to something about. by VINEETH.T, vineeth_70@yahoo.co.in

Commitment To Excellence