clarksinn gold service standards
Post on 11-Sep-2014
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A complete hospitality experience
A complete hospitality experienceClarks Inn GOLD
Service Standards
G - Greet and SmileO - Own the OpportunityL - Lead with Positive CommunicationD - Deliver the WOW
Clarks Inn GOLD Service Standards
Greet and Smile
Maintain Eye Contact with Guests within 10 feet
distance
1.Namaste, Mr.Anuj
2. Thank you Mr. Rajesh, Have a Good Day
Clarks Inn GOLD Service StandardsGreet and Smile
Clarks Inn GOLD Service StandardsGreet and SmileNamaste, Welcome to
ClarksInn….Mr.Anuj
Greet every Guest with a Smile as per Standard !
Clarks Inn GOLD Service Standards
Go the Extra Mile……
While Receiving Calls
Remember, for the Guest,
You Are the HotelNamaste, this is
Sanjay from Room Service, How May I Help
You
Greet and Smile
Clarks Inn GOLD Service Standards
Own the
Opportunity
Clarks Inn GOLD Service Standards Own the
Opportunity
Anticipate Guest Needs
If a Guest Looks unhappy, find out why
Clarks Inn GOLD Service Standards Own the
Opportunity
Utilize the Opportunity to Solve the Situation
Clarks Inn GOLD Service Standards Own the
Opportunity
Thank the Guest for making you aware
about their feelings
Clarks Inn GOLD Service Standards
Lead with
Positive Communication
WORDS – 10%
TONE OF VOICE – 40%
NON-VERBAL – 50%
Clarks Inn GOLD Service StandardsLead with Positive
Communication
Clarks Inn GOLD Service StandardsLead with
Positive Communication
What Emotions is he Displaying ???
Clarks Inn GOLD Service StandardsLead with
Positive Communication
How About Her ???
Clarks Inn GOLD Service StandardsLead with
Positive Communication
Is this Better ???
AND HOW ABOUT THIS ???
Lead with Positive
Communication
Clarks Inn GOLD Service Standards
YOU COULD SAY THAT YOU COULD SAY THAT YOUR BODY LANGUAGE IS A YOUR BODY LANGUAGE IS A
REFLECTION OF REFLECTION OF WHAT IS GOING ON WHAT IS GOING ON
THROUGH THROUGH YOUR MINDYOUR MIND
Clarks Inn GOLD Service StandardsLead with Positive
Communication
Be Always Happy and SmilingBe Always Happy and Smiling
Clarks Inn GOLD Service StandardsLead with Positive
Communication
Display the Caring Attitude with Display the Caring Attitude with Positive Body LanguagePositive Body LanguageMaintain Good Personal HygieneMaintain Good Personal Hygiene
Have Pride in your Uniform & Have Pride in your Uniform & your Jobyour Job
Clarks Inn GOLD Service Standards
Deliver the
WOW
•Always make Eye Contact & SMILE!•Make them feel happy & comfortable•Use the guest’s name•Never respond with “I don’t know” instead “Let me find out for you”•And always show a Positive Attitude
Deliver the WOW !
Clarks Inn GOLD Service StandardsDeliver the
WOW
Make our guests feel at home…..•A Warm welcoming environment•A Friendly atmosphere•A Pleasurable experience
You only have 1 chance to make a good 1st impression!
Exceed Guest Expectations
Clarks Inn GOLD Service StandardsDeliver the
WOW
Go that Extra Mile
Questions