Guests Are Like a Box of Chocolates!

1. Guests Are Like a Box of Chocolates!

2. Today is about…….. • Front desk is where the action is • Your are the 1st and last impression • What do you need • You are the principal Salesperson • Other than that------ • It’s like a box of Chocolates

3. How are your guests like a “Box of Chocolates”? • Name 4 types of guests that stay at your hotel • What’s important to that type of guest?

4. Write down the notes before you forget!

5. You never get a second chance at a good first impression! • What factors help form a guest’s first impression of your hotel and staff? • Different departments – have an impact on a guest 1st impression • Discuss a 1st impression of a place, business or person you had and what influence did it have on you?

6. Keeping Customers Cost Less • Costs 5-7 times as much to attract new guests as it does to keep the ones you have • Guests have high expectations If you don’t deliver – your competition will! • What is your policy on handling guest problems or discrepancies?

7. Bad News Travels Faster Why do people share bad experiences more willingly than good ones? Identify a bad experience you’ve had

8. Guests Problems are Opportunities Why is it difficult for a guest when they are away from home? When you travel what makes it difficult for you? How does the resolution of a guest problem reflect on other departments?

9. Bakers Dozen What are some examples of value added service that you can do?

10. Write down the notes before you forget!

11. Personal appearance Professional appearance vs. guests sense of value What is your hotels policy?

12. Front Desk Communications • How do you communicate with other departments? • Why must there be a form of communication?

13. Not what you say-But how youSmile It What is your hotel’s policy for answering the phone? Should you ask the caller to hold? Identify prior to transferring a call Wake up calls

14. REMEMBER……… Large part of communications happens over the phone. Answer with a smile in your voice and always use guest name when possible.

15. RESERVATIONS • Listening • Features & Benefits • Objections

16. What kind of reservation information is accuracy especially important? What questions can be asked of the caller to clarify their needs?

17. FEATURES A prominent characteristic or something offered as a special attraction BENEFITS Something that is advantageous Features & Benefits A feature means nothing unless there is a clear benefit Pose your hotels features as benefits

18. List three of your hotels “features” and “benefits I OBJECT!!! How can you overcome objections?

19. Service During the Stay • Service begins 1st point of contact to the last • What do you tell a guest when you don’t have an immediate answer? • Many inquiries test your knowledge of the hotel and surrounding area – how can you assist? • Why should you ask if the guest stay was satisfactory? • What if they say no?

20. Guest Problems are Opportunities World today is all about instant gratification 24 hour service Overnight Immediate Today’s customer knows what they can get, what they want and when they want it.

21. How do you record and track complaints? What happens by blaming problems on others? Guests who are unhappy have the same needs as other guests Extra special treatment and………….

22. Guests want to know you are listening to what they have to say and are sincerely trying to understand

23. How do you solve a guest problem? • Smile and Greet • Talk and listen • Anticipate needs • Resolve

24. To Take with You Do less than the customer expects and service is perceived as bad Do exactly what customers expect and service is perceived as good Do more than customers expect and service is perceived as superior!!