Be Our Guest Training Back To Basics 101

1. Be Our Guest TrainingBack To Basics 101 GEM Training Module

2. Be Our Guest TrainingBack To Basics 101 GEM Training Module Developed For: Holiday Inn Rochester Version 12.09

3. GEM Training Module Why Are We Here

4. GEM Training Module The Game Has Changed We Have Never Seen Challenges Like This In The Hospitality Field We Have Never Seen Opportunities Like This In The Hospitality Field Immerse & Engage Your Guests, Your Staff, Yourself

5. GEM Training Module Who Pays Our Wages Our Guests

6. GEM Training Module The United States As I See It Take a piece of paper and draw the United States of America to the best of your ability.

7. GEM Training Module The United States As I See It

8. Agenda / Topics GEM Training Module Reset The Compass Practical Magic Service Success Pyramid Moving Forward Successfully

9. Agenda / Topics GEM Training Module Reset The Compass Practical Magic Service Success Pyramid Moving Forward Successfully

10. GEM Training Module Why are we in this business?

11. GEM Training Module Our True North

12. GEM Training Module Where We’ve Been Where We Are Where Were Going

13. GEM Training Module Always remember, the Magicbegins with you • Be It - You must “buy in” to the vision and goals. • Live It – You must live the vision/goals every day. • Coach It - You must coach each other when needed.

14. GEM Training Module Teachable Moments • Best Practices – Never pass up on a chance to immediately • “coach” through a challenge or opportunity . • Never delay “coaching” for a more appropriate time. • Average is not acceptable. Why accept average from our staff?

15. GEM Training Module Becoming A Guestologist • Knowing and Understanding Our Guests • Who they are • What they want • What they are saying about us

16. GEM Training Module More Now Than Ever We Live In An Experienced Based Economy We are all actors on a stage. Not This This Goods and Services are simply props to engage customers . Our guests want memorable (not forgettable) experiences.

17. GEM Training Module BE OUR GUEST What was the “purpose” of the book? What do guests want? Can an aging hotel property achieve high levels of guest satisfaction?

18. GEM Training Module Be Our Guest For Dummies Any company can succeed by adopting a “Be Our Guest” driven philosophy. Guests are won or lost on the art of “Practical Magic” Practical Magic Succeeds where a strong foundation of Setting, Cast & Process exists.

19. GEM Training Module The Value Of A Guest Costs of a Guest Benefits of a Guest

20. GEM Training Module The Value Of A Guest Costs of a Guest Benefits of a Guest • Direct $$ Spent • Fixed Costs • Labor • Cleaning and Amenities • Cost To Market A Guest • $$ Spent • Life of a guest • Additional Potential • Word of Mouth • Who They Work For • Who They Know • Who They Socialize With

21. GEM Training Module The Value Of A Guest Costs of a Guest Benefits of a Guest • Direct $$ Spent • Fixed Costs • Labor • Cleaning and Amenities • Cost To Market A Guest • $$ Spent • Life of a guest • Additional Potential • Word of Mouth • Who They Work For • Who They Know • Who They Socialize With Every Guest Through The Door Has The Potential To Generate Thousands Of $$ In Business

22. Agenda / Topics GEM Training Module Reset The Compass Practical Magic Service Success Pyramid Moving Forward Successfully

23. GEM Training Module Service Success Pyramid #1 Practical Magic & Wow Factor Unique Service Theme Critical Service Standards Quality Service Cycle Cast / Setting / Process

24. GEM Training Module Practical Magic & The Wow Factor Name some companies or brands that you admire. Why do you admire them?

25. GEM Training Module Practical Magic & The Wow Factor

26. GEM Training Module Practical Magic & The Wow Factor

27. GEM Training Module Practical Magic & The Wow Factor

28. GEM Training Module Practical Magic & The Wow Factor

29. GEM Training Module Practical Magic & The Wow Factor

30. GEM Training Module What is Practical Magic? Creating and successfully executing repeatable steps and tasks that produce positive guest experiences. It is the front of house, back of house and everything in between working together to provide seamless experiences that exceeds every guest’s expectations, every time

31. GEM Training Module What is The Wow Factor? Looking through our guest’s eyes and analyzing the ENTIRE experience to determine how we can exceed expectations every day

32. GEM Training Module Creating & Delivering The WOW Factor • What is the Wow Factor ? • Tangible and Intangible • Who defines what “Wows” to provide? • Our Guests, Our Staff, Our Competition, US • How Much Does The Wow Factor Cost? • Little $$ but constant demands on us • How elaborate do the “Wows” have to be? • You will be amazed at how simple it can be

33. GEM Training Module The ability to deliver the WOW Factor through practical magic is completely dependent upon having…… A Unique Service Theme & Service Culture Service Theme = A simple statement when shared among all employees becomes the driving force of service Service Culture = How are we going to deliver our service theme. The behaviors, mannerisms, terms and values taught to new staff members.

34. GEM Training Module Bumping The Lamp After creating our “service theme” Establishing and implementing the methods through our “service culture” it is the steps taken to constantly look for weaknesses, deficiencies, and anything that is less our best, less than 100%

35. GEM Training Module What if 99% Was Good Enough • Every page of the phone directory would contain at least 4 wrong numbers • 2 Million documents would be lost by the IRS this year • 22,000 checks would be deducted from the wrong bank account every minute • 107 Incorrect medical procedures performed each day • 4 planes landing daily at O’Hare International will be unsafe • Every home would be without utilities 15 minutes of every day • 12 newborns would be given to the wrong parents every day • 3 Million people would die from food poisoning each year • 34 Million prescriptions would be given to the wrong person each year The Final 1% Matters

36. Agenda / Topics GEM Training Module Reset The Compass Practical Magic Service Success Pyramid Moving Forward Successfully

37. GEM Training Module Service Success Pyramid #1 Practical Magic & Wow Factor Unique Service Theme Critical Service Standards Quality Service Cycle Cast / Setting / Process

38. GEM Training Module Defining Our Service Theme Possible Key Words Personalized Comfort Consistency Immerse Engage #1 Practical Magic & Wow Factor Unique Service Theme Critical Service Standards Quality Service Cycle Cast / Setting / Process

39. GEM Training Module Defining Our Critical Standards #1 Practical Magic & Wow Factor Unique Service Theme Critical Service Standards Quality Service Cycle Cast / Setting / Process

40. GEM Training Module The Foundation Our Quality Service Cycle • Importance of Cast • Importance of Setting • Importance of Process #1 Practical Magic & Wow Factor Unique Service Theme Critical Service Standards Quality Service Cycle Cast / Setting / Process

41. GEM Training Module The Foundation Our Quality Service Cycle • Importance of Cast #1 Practical Magic & Wow Factor • Our staff is our most important resource. • Setting and Process will not work without • a great cast. • Orientation and Teachable Moments • Positional training • As we look to our staff to service our guests, • our staff looks to us to service them. Unique Service Theme Critical Service Standards Quality Service Cycle Cast / Setting / Process “You can dream, create, design and build the most wonderful place in the world..but it requires people to make the dream a reality “ - Walt Disney

42. GEM Training Module The Foundation Our Quality Service Cycle • Importance of Setting #1 Practical Magic & Wow Factor • EVERYTHING SPEAKS • Setting Delivers Service • Guiding The Guest Experience • Using The 5 Senses – ESP • Onstage and Offstage • Maintaining the Setting Unique Service Theme Critical Service Standards Quality Service Cycle Cast / Setting / Process Everything Speaks – setting includes the environment, the objects located within and the procedures for maintaining the environment.

43. GEM Training Module The Foundation Our Quality Service Cycle • Importance of Process #1 Practical Magic & Wow Factor • Processes are the policies, tasks and • procedures used to deliver service. • Analyze Combustion Points – Listen and study • guests to identify potential combustion points • Create processes for guests who need service • attention. Unique Service Theme Critical Service Standards Quality Service Cycle Cast / Setting / Process When you successfully combine cast, setting and processes through integration you have started the quality service cycle.

44. Agenda / Topics GEM Training Module Reset The Compass Practical Magic Service Success Pyramid Moving Forward Successfully

45. GEM Training Module Holiday Inn Rochester Airport How do we stack up against the competition ? The battle for the customer is much more than “bricks and mortar”. What’s In a Name?

46. GEM Training Module Team Project • Become Expert “Guestologists” – Know who your guests are, what they want and what they are saying. Never stop listening to your guests…..they are telling us how we are doing daily. • Utilize a unique “Service Theme”– Develop a “service theme” that will define our hotel. The service theme will establish our purpose and communicates a message internally that is used to create the desired external brand. • Define Our Critical Service Standards – Service standards are the criteria by which Quality Service is judged and measured. • Recognize the Primary Delivery Systems”– Delivery systems are the methods by which Quality Service is implemented. Organizations have three major deliver systems: Cast, Setting, Process. • How To Improve Casting How to Improve Setting How To Improve Processes • Cast: Orientation, Interviewing, Coaching, Incentives • Setting : Curb Appeal, Maintenance, Multiple Sets of Eyes Daily, ESP • Processes: Document Everything, Guest Communications,

47. GEM Training Module Team Project • New Orientation Program • All Staff Will Go Through “Refresher” Program • Personalize Staff Experiences • Immerse and Engage • CIM Team • New “Wows” implemented quarterly • Personalized Experiences • Immerse and Engage • Improving The Setting • Quality Assurance Program – Crowne + ARM • Provide Incentives For Those Who Look Through “Guest Eyes” • Community Service Efforts

48. GEM Training Module Key Points • The Hospitality Industry Has Changed • Our Opportunities Could Never Be Better • The Past Is Behind Us. Period. • Create A Unique Service Philosophy • Set Critical Standards To Your Philosophy • Implement The Quality Service Cycle • Our Future Is Based On The Attention WE Give To: • Cast • Setting • Process • Everything Speaks – We are all actors on a stage

49. GEM Training Module Magic of Service Quality Service Cues • Become Expert “Guestologists” – Know who your guests are, what they want and what they are saying. Never stop listening to your guests…..they are telling us how we are doing daily. • Utilize a unique “Service Theme”– Develop a “service theme” that will define our hotel. The service theme will establish our purpose and communicates a message internally that is used to create the desired external brand. • Define Our Critical Service Standards – Service standards are the criteria by which Quality Service is judged and measured. • Recognize the Primary Delivery Systems”– Delivery systems are the methods by which Quality Service is implemented. Organizations have three major deliver systems: Cast, Setting, Process.

50. GEM Training Module Steps For Culture Building • Keep It Simple – Everyone must feel comfortable with the culture. Leave room for individuality and personality. • Make it global – Everyone at the hotel, including the management must be it, live it, and coach it. • Make it measurable – Create specific guidelines and make them a part of the performance assessment process. • Provide Training and Coaching – Incorporate the elements of the culture into employee training and ongoing performance coaching. Teachable Moments. • Solicit feedback and ideas from the team – Foster a sense of ownership and expand the pool of creative input by allowing all staff to contribute . • Recognize and reward performance – Build employee motivation through formal and informal reward and recognition programs.