Guests Are Like a Box of Chocolates!

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

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?

Write down the notes

before you forget!

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?

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 expectationsIf you don’t deliver – your competition will!

What is your policy on handling guest problems or discrepancies?

Bad News Travels Faster

Why do people share bad

experiences more willingly

than good ones?

Identify a bad experience

you’ve had

Guests Problems are OpportunitiesWhy 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?

Bakers Dozen

What are some examples

of value added service that

you can do?

Write down the notes

before you forget!

Personal appearance

Professional appearance vs. guests

sense of value

What is your hotels policy?

Front Desk Communications

How do you communicate with other departments?

Why must there be a form of communication?

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

Large part of communications happens over the phone.

Answer with a smile in your voice and always use

guest name when possible.

REMEMBER………

RESERVATIONS

Listening

Features & Benefits

Objections

What kind of reservation information is accuracy especially important?

What questions can be asked of the caller to clarify their needs?

Features & BenefitsFEATURES

A prominent characteristicor something offered as a

special attraction

BENEFITS

Something that isadvantageous

A feature means nothing unless there is a clear benefit

Pose your hotels features as benefits

List three of your hotels “features” and “benefits

I OBJECT!!!

How can you overcome objections?

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?

Guest Problems are OpportunitiesWorld today is all about instant gratification

24 hour serviceOvernightImmediate

Today’s customer knows what they can get, what they want and when they want it.

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………….

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

How do you solve a guest problem?

Smile and Greet Talk and listen Anticipate needs Resolve

To Take with YouDo 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!!