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CONFLICT RESOLUTION AND GUEST SERVICES
BUILDING A HEALTHY GUEST SERVICES CULTURE
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RESOLUCION DE CONFLICTOS y SERVIO A HUESPEDES
CRIANDO UNA CULTURA DE SERVICIO SANO
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WHAT IS A SERVICE CULTURE?
• A SERVICE CULTURE IS THE COMBINATION OF EXPERIENCES, BELIEFS, ATTITUDES AND ACTIONS THAT RESULT IN EITHER OR A POSITIVE OR NEGATIVE ENVIRONMENT FOR BOTH HOTEL STAFF AND GUESTS ALIKE
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A NEGATIVE SERVICE CULTURE
AMONG THE MANY SIGNS YOU WILL SEE:
• LACK OF TEAMWORK AND COMMUNICATION
• ABSENCE OF EMPLOYEE EMPOWERMENT
• HIGH TURNOVER IN DEPARTMENT
• UNCLEAR EXPECTATIONS AND PROCEDURES
• ABSENCE OF PRO-ACTIVE BEHAVIOR
• …ALL RESULTING IN THE INCREASE OF GUEST COMPLAINTS AND/OR THE INABILITY TO SUCCESSFULLY RESOLVE GUEST COMPLAINTS
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A POSITIVE, DYNAMIC SERVICE CULTURE
AMONG THE SIGNS YOU WILL SEE; • HIGH LEVEL OF FRONT-LINE EMPLOYEE
EMPOWERMENT • EXCELLENT ABILITY TO ANTICIPATE, RESPOND TO, AND
RESOLVE ADVERSE SITUATIONS AND COMPLAINTS WITH A WIN-WIN ATTITUDE
• EXCELLENT COMMUNICATION LEVELS • EXCELLENT RECOGNITION PROGRAMS • …ALL OF WHICH RESULTS IN OUTSTANDING LEVELS OF
SERVICE AND SKY-HIGH GUEST SATISFACTION SURVEY RESULTS
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THE COURSE
• “ A WINNING CULTURE” IS A FOUR-PART, TWELVE HOUR COURSE WITH A DIFFERENT BUT RELATED FOCUS EACH DAY
• DAY ONE- EXPERIENCES, ATTITUDES, AND VALUES
• DAY TWO-CREATING A WINNING CULTURE (MANAGERS AND SUPERVISORS ONLY)
• DAY THREE-CREATING A WINNING CULTURE
• DAY FOUR-COMPLAINT RESOLUTION TECHNIQUES AND L.E.A.R.N.
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DAY ONE
• DAY ONE FOCUSES ON:
• EXPERIENCES, VALUES, AND EXPECTATIONS BOTH AS GUEST AND AS SERVICE PROVIDER
• THE IMPORTANCE OF TRIPADVISOR AND THE INTERNET
• BODY LANGUAGE
• OUR ATTITUDES ABOUT GUESTS AND COMPLAINTS
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DAY TWO
• THIS SESSION IS FOR EXECUTIVES, MANAGERS, AND SUPERVISORS AND DISCUSSES:
• RECOGNIZING WEAKNESSES IN CURRENT SERVICE CULTURE • THE CYCLE OF EXPERIENCE, BELIEF, ACTION, CULTURE, AND
RESULTS • PRO-ACTIVE BEHAVIOR AND EMPOWERMENT • THE CULTURE OF ACCOUNTABILITY • STRENGTHENING LEADERSHIP SKILLS AND
STRENGTHENING THE CULTURE • IDENTIFYING DESIRED RESULTS • INTERVIEWING PRACTICES, NEW-HIRE AND ON-GOING
TRAINING
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DAY THREE
• THE GUEST SERVICES TEAM • EMPLOYEE EMPOWERMENT • BEING PRO-ACTIVE THE CULTURE OF ACCOUNTABILITY • OPENING LINES OF COMMUNICATION BETWEEN
FRONT LINE AND MANAGEMENT • WELCOMING COMPLAINTS • THE ABUSIVE GUEST • “NOT OUR PROBLEM”; TAKING CARE OF GUESTS WHO
HAVE HAD NEGATIVE EXPERIENCES UNRELATED TO HOTEL
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DAY FOUR
• SUCCESSFUL CONFLICT AND COMPLAINT RESOLUTION TECHNIQUES
• L.E.A.R.N. • LISTEN
• EMPATHIZE
• APOLOGIZE
• REACT
• NOTIFY