Vinnytsa Tourism Development Project

1. Vinnytsa Tourism Development Project Hotel and Restaurant Owner Seminar: The Value of Customer Service

2. Agenda • Project Overview and Introductions • Customer Service Expectations • Dealing with Foreign Tourists • 5 star rating system • Staff Relations • Training, Important Customer Service Concepts for Staff, Handling Difficult Customers • Other Ways to Create Good Customer Service • Next Steps: • Training Schedule for Staff • Menu and Service List Translations • Consulting Opportunities Vinnytsa Tourism Development

3. Project Overview • New Vinnytsa tourism website: www.vinnytsatourism.com.ua • 2007 tourism calendar: release on 01.12.2006 • Customer service training: hotel and restaurant staff • Menu and service list translations • Tour guide training: employment opportunities for English-speaking youth, development of day tour packages • Funding by USAID Small Project Assistance Program, United States Embassy • Supported by the Vinnytsa City Administration Vinnytsa Tourism Development

4. Why Are You Here? • MONEY!!!!!!!!! • Each participant is an owner or senior manager of a hotel or restaurant • Through market competition, each business needs a “hook”, or something different making people want to patronize your business • Outstanding Customer Service is that difference in Ukraine, and will determine who makes the most money in the future Vinnytsa Tourism Development

5. Customer Service Expectations • What do foreign tourists and business travelers expect? • What are international service expectations? Vinnytsa Tourism Development

6. Dealing with Foreign Tourists: Important Points • Have someone on staff with knowledge of foreign languages • Have a well trained staff • Reservation-telephone answering procedures • Front desk • Household staff: uniforms and nametags • Knowledge of how to make international phone calls • Hotel and area information in foreign languages • Walking maps, list of restaurants stores and pharmacies, list of local attractions, list of in-house services Vinnytsa Tourism Development

7. Dealing with Foreign Tourists: Important Points • Attractive clean business entrance • Clean and comfortable rooms with soap, towels, toilet paper and freshly made bed • Customer opinion survey cards (use these to prioritize improvement requests) • Little Extras • Bathrobes, slippers, shampoo, lotion and sewing kit in room • Customer may borrow hair dryer, iron, heater or extra blankets if requested Vinnytsa Tourism Development

8. Customer Service Standards: The 5 Star Rating System • *low budget hotel; inexpensive; may not have maid service or room service • ** budget hotel; slightly more expensive; usually has maid service daily • *** middle class hotel; moderately priced; has daily maid service, room service (food and drink preparation and delivery), and may have dry cleaning, Internet access, and a swimming pool • **** first class hotel; expensive (by middle-class standards); has all of the previously mentioned services; has many "luxury" services such as massages or a health spa with intl. standards) • ***** luxury hotel; most expensive hotels/resorts in the world; numerous extras to enhance the quality of the client's stay (for example: some have private golf courses and even a small private airport) Vinnytsa Tourism Development

9. Hotel and Restaurant Staff Relations • Your staff is the “First Line of Defense” in providing quality customer service • Service starts with hiring good people • Hire well, fire quickly • Encourage and reward good customer service • Psychological rewards: compliments, letters of thanks • Perks: dinner for two, movie tickets, small gifts • Job related activities: promotion, choice of duties, time off with pay, attending restaurants and seminars, special assignments • Ask all levels of staff for their creative ideas for improvements (they are the ones dealing with customers on a daily basis and it will make them feel respected) • Empower decision-making in staff – trust them! It will bring better service Vinnytsa Tourism Development

10. Customer Service Concepts to Promote with Staff • Provide training for new staff and periodic refreshers for existing staff • Most important: THE CUSTOMER IS ALWAYS RIGHT • Remember that foreign tourists tip on the basis of good customer service • How to handle difficult customers • Find the right balance between customer needs and staff rights Vinnytsa Tourism Development

11. Handling Difficult Customers • 5 steps to dealing with difficult customers: • Allow the customer to vent • Empathize with the customer • Problem solve with the customer • Agree to a solution with the customer • Follow up with the customer to ensure resolution • Remember the 10/2 rule: • If a customer has a bad service experience, he or she will tell 10 people. However, he or she will only tell 2 people if they have a good service experience. • Most interesting, if a customer has a bad experience that is corrected and turned into a good experience, they will tell 15 people. Vinnytsa Tourism Development

12. Other Ways to Create Good Customer Service • Effective communication within the organization • If employees are comfortable discussing concerns, ideas and complaints with management, they will feel at ease and be motivated to work harder • Provide “Little Extras” to create repeat customers and a positive reputation among both local and foreign clientele • Complimentary morning coffee or evening glass of wine, a small chocolate or candy after dinner, coupon for discount on next visit, free dessert for birthdays and/or anniversaries • Information such as a walking map, list of local attractions or restaurants • Post a service statement with standards for the staff to follow, which expresses your commitment to quality customer service • “We are committed to providing quick, efficient and relaxing service to each customer.” Vinnytsa Tourism Development

13. Final Thoughts • Many hotels and restaurants throughout Ukraine are already practicing many of the theories discussed today, and are seeing increased profits as a result • What are ways you can implement some of these principles at your business? Vinnytsa Tourism Development

14. Next Steps in Project • No Fee Training for Staff • Includes customer service overview, communication skills (open and closed questions, handling complaints), dealing with foreign tourists and more • All training to be held at: XXX Street • Hotel Staff: • 20 November, 10.00-14.00 • Restaurant Staff: • 27 or 29 November, 10.00-14.00 • No Fee Menu and Service List Translations • Provide to Sophia Gorobets for native-speaker translation Vinnytsa Tourism Development

15. Next Steps in Project • Business Consulting Opportunity • Through April 2007, we can provide an objective, experiential analysis of your current service levels, including recommendations for improvement and assistance with listing on English-language websites. • Contact Sophia Gorobets for additional information. Vinnytsa Tourism Development

16. Vinnytsa Tourism Development Project • Thank you for your time and participation today! • We wish you success with future business management! • For additional information on any Vinnytsa Tourism Development project activities, contact Sophia Gorobets at 8-095-395-5993 Vinnytsa Tourism Development