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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 Exercise. Figure 14-1.

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Summary Slide

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  1. 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 • Exercise Figure 14-1

  2. 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. Figure 14-2

  3. 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. Figure 14-3

  4. 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? Figure 14-4

  5. 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. Figure 14-5

  6. Visual 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? Figure 14-6

  7. 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 aggressiv • Strong and consistent eye contact may indicate confidence • Strong firm handshakes may also indicate confidence Figure 14-7

  8. 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 Figure 14-8

  9. 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. Figure 14-9

  10. Guest Conflict Resolution • Listen first. • Summarize and restate the problem. • No excuses. • Resolve the problem. • Document the conflict. • Why are these steps so important? Figure 14-10

  11. 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? Figure 14-11

  12. International Travel Internet Exercise • International travelers coming to North America and those traveling abroad, need to learn about their destination prior to departure. • Choose a country you would like to visit and use the following sites to learn more about the country’s travel information: • http://www.state.gov • http://www.nciv.org • http://www.cia.gov Figure 14-12

  13. International Travel Internet Exercise • Once you have found your country, use the Internet to locate a hotel. Compare the rates offered to similar hotels in the U.S. Use this currency calculator to compare rates: • http://www.xe.com/ucc • Not sure of the room sizes? Use this metric converter to compare rooms: • http://www.worldwidemetric.com/metcal. htm Figure 14-13

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