Quality Inn on the LakeKeys to Ultimate Service

How to Make Sure You Are

Giving the Very Best in Service to Each and Every Guest, Every Day!

Exceptional Service is Rare in Today’s Marketplace.

Agree or Disagree?

Examples of Good and Bad Service

What’s Wrong With Service Today?TechnologyGuests travel more todayEconomics, belt-tightening “No News is Good News”“Warm Body” SyndromeIndifference

How Do We Keep Score?

Guests who stay in our hotel want cleanliness, good maintenance and responsiveness to their needsAny guest that is unhappy will contact Choice. (Anyone know the repercussions?)Rate Our Hotel Now

Service / Product

How do we rank?

Which items relate to service?

Which items relate to product?

Which items do you control?

Which Items Do You Think are Most Important?Why?

The Guest Says:

Service Overall service Service at Check In Overall Cleanliness Responsiveness to Guest

Needs Friendliness of Staff Professional

Attitude/Appearance Service at Check Out

Product Overall Physical Cond Outside Appearance Lobby Condition Guest Bathrooms Heating/AC Bed/Pillow TV Furniture Condition Bedspread/Drapes/Carpet

Which of these items are not part of your job?

Housekeeping is CRITICALto Service and Product

“Brand and appearance make me choose a hotel. Good Service makes me come back. Poor cleanliness makes me not return.”

- Mr. Mike Edge, Birmingham, Alabama

How do you F.U.S.S.?

What is your idea of great service companies?

How to F.U.S.S.

Friendly

Unforgettable

Superior

Service

F.U.S.S means to: Smile!

Number one rule! Even on the phone. Have fun! Smile and speak to every guest

– 10/5 Rule

– Use appropriate greeting

– Use name

– Creative “How are you?”

– Listen. Listen for problems.

What if There is a Problem?

Make like a tree and leave? No, make like a tree and L.E.A.F. Listen Empathize Act! Follow Up

What is involved in each of these steps?

Role Play

More Problem Solving Tips Take ownership of the problem. Stay calm. Let the guest vent. Don’t take personally. Sincerely apologize when guests are

inconvenienced. Avoid placing blame or making excuses. Tell guest what you are going to do and exactly how

long it is going to take. Take care of the problem yourself or contact the

appropriate person to handle it Follow up to make sure the guest is satisfied.

F.U.S.S.: Make Their Day

What does it mean to “make someone’s day?”

Pretend you are a guest: What would make your day?

Examples

Making Their Day - HK Show courtesy, respect and responsiveness. Be eager to help. Give guests your full attention. Listen carefully. Anticipate needs. Extra amenities/towels. Be knowledgeable about room, the hotel and area Organize their toiletries Extra box tissues by bed when under weather Remember guests by face and name Hold doors open. Help with luggage. Clean checkout first for early check ins Find out what time guest would like room cleaned Go the extra mile. Follow up on problems/requests Keep security in mind.

Making Their Day – Front Desk Show courtesy, respect and responsiveness. Be eager to help. Remember guests by face and name Give guests your full attention. Listen carefully. Know your Hotel. Room Features. Know your area. Help find help to

questions you do not know answers for. Anticipate needs. Offer to help with luggage. Point out answers before guest can think of question. Go the extra mile. Call. Write out directions. Know how to troubleshoot problems in room Try not to say no. Follow up on problems/requests Keep Security in mind.

F.U.S.S.: Accommodate Every Guest Handle every situation or make sure it is handled. Listen and empathize. Try not to say “no.” Be flexible. Offer creative alternative solutions when you have

to say no. Avoid: “That’s our policy.” If you can’t take care of it now, write it down. Put guests’ needs first Be aware of special needs of guests with

disabilities

Reword these sentences that drive guests away “I’m not in charge of that. Would you come back later?” “It’s real busy up here. Could you call back?” “I can’t help you if you didn’t make a reservation.” “I don’t know where the manager is. Check back later.” “I work in housekeeping. I don’t know what time

breakfast starts.” “I don’t live near here. I’m not sure where that is.” “Yeah, these air conditioning units give us problems all the

time. We keep telling the manager.” “I can’t give you a late check out. It’s our policy.”

F.U.S.S.: Respect Others Treat co-workers and guests with same courtesy and

respect Positive, caring attitude Show appreciation What does it mean to treat others with respect?

– Listen, empathize, body language, courtesy– Respect property of others

Your appearance and professionalism show respect– Neat, well groomed, in proper uniform with nametag– Good manners – Competence

F.U.S.S.: Think

Use your brain. How can I “wow” this guest? What can I do to make a difference in their stay? Anticipate needs and questions. Be creative with solutions.

Have pride in yourself, your hotel and your town. Be patient. Think before your respond.

Learn how to Listen.

GOAL: To have “0” Guest Relations calls in each month F.U.S.S. Ask questions. Uncover problems. Fix them. Follow up. #1 in Alabama, sky is limit One guest at a time, every guest all the time

WE MAKE

A

OVER YOU!!