Redefining Our Customer Service and Increasing Guest Satisfaction.BY GREG KOONSJULY 20, 2015

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Heartbeat Scores Are a Snapshot of What Our Previous Guests Think Of Their Experience at Our Hotel.

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”To attain our goals, we must adapt and change.

“If you always do what you’ve always done, you’ll always get what you’ve always received.”

1. Changing our verbiage.

It has been proven that the more positive words a guest hears throughout the course of his stay, the more he/she associates those words with their experience.

…….some examples

“Mrs. Jones, was everything excellent with your trip today?” “Mr. Carl, is everything good with your breakfast?” “Mr. Jones, was everything good with your stay?”

2. Ownership

If you see it or hear it, you have now taken ownership of it. Furthermore, it is your responsibility to resolve it. In the event that you cannot, you must pass it on to an employee or manager that can.

3.We can not speak poorly of our hotel, ownership, or our fellow employees

If a team member has a challenge or concern, he is encouraged to speak to either a manager or HR. Furthermore, it is imperative that we treat each other with mutual respect and have a positive outlook at all times.

4. Posture and Behavior

Team members should not have their hands in their pockets, lean against the front desk, be on their cellphones discussing non work related issues, or be reading/surfing the internet.

5. Smile

Smiling is a simple action that we can do to make our guest happy and increase guest satisfaction.

6. Applying Five Diamond Principles in Customer Service

Please refer to the AAA booklet in front of you. Every line that has been highlighted will now be part of your daily responsibilities in terms of how we perform our front desk duties.

Check In

“ Good _____ and welcome to the ___________. My name is _____. How may I help you?”

Guest Service Agent confirms guest name. Guest Service agent asks guest if everything was excellent with his trip today. Guest Service Agent addresses guest by name during initial greeting. In entirety, Guest Service Agent uses guest’s last name three times during the

check in process. Guest Service Agent confirms rate and room type. Guest Service Agent delivers everything hand to hand; i.e. credit cards, keys, etc. Guest Service Agent discreetly provides room number.

Check In (continuing)

Guest Service Agent exhibits a sincere desire and compliance to all guest requests.

Guest Service Agent anticipates guest needs and offers a personalized recommendation.

GSA is efficient and sensitive to the manner of the guest. Providing we have the staffing, GSA offers guest assistance with his luggage. GSA asks guest “if there are any other ways I can be of service today?” GSA thanks guest and encourages him to have a nice stay. The guest feels well served.

Guest Call Back

Twenty minutes after the guest checks in, the guest service agent should perform a call back. He should call the guest in his/her room and make sure everything is excellent with his accommodations.

Check out services

GSA recognizes waiting guests appropriately. “Good morning. My name is _________. How may I help you?” GSA confirms guest name. GSA asks if everything was excellent with the guest’s stay. GSA uses the guest’s last name three times during the check out

process. He also converses with guest as appropriate. GSA exhibits a sincere desire and compliance to all guest requests. GSA places a copy of bill for review into guest’s hand (everything must

be hand to hand; i.e. credit cards, receipts, etc.).

Check out services (continued)

GSA confirms payment method. GSA presents guest folio options as appropriate. GSA asks guest if he would like his receipt in an envelope. GSA expresses a sincere thank you for staying at the property. GSA sincerely asks guest to return. GSA anticipates guest ‘s needs or offers personalized recommendation. GSA is efficient and sensitive to the manner of the guest. GSA asks guest if he would like assistance with his luggage.

Check out services (continuing)

GSA asks guest “If there are any other ways I can be of service today?” GSA encourages guest to have a nice trip/day. The guest feels well served.

Escorting Guests

When a guest ask for directions within the property, associates must escort the guest to the specified area. In the event an associate is directing someone, they must always use an open palm and never point their fingers.

Food and Drinks

In the event staff is carrying personal food and beverage items, they must always be covered.

Introducing co-workers to guests

We always to want to give introductions between our co-workers and guests when appropriate. For example:

“Mrs. Jones, this is David; he will be happy to assist you with your luggage.”

“Mr. Davis, this is Tom; he will be happy to get towels for you.”

Bell Services

Team member extends an appropriate greeting. Team member guest’s last name three times. Team member takes the initiative in providing information about the facilities. Team member anticipates guest needs or offers a personalized recommendation. Team member exhibits a sincere desire and compliance to all guest requests. Team member places luggage on luggage stand or in appropriate area. Team member explains features and functions of room. Team member offers to fill ice bucket. Team member is efficient and sensitive to the manner of the guest. Team member asks “if there are any other ways I may be of service?”

Bell Services (continued)

Team member encourages guest to have a nice stay and asks guest to call the front desk if he needs anything.

The guest feels well served.

Appropriate Closings with all Guests

Whether you are speaking to a guest on the phone, checking him into the hotel, or speaking to a guest in the hallway, you always want to conclude your conversation by saying, “Are there any other ways I can be of service today?”

The Five Feet Rule

The five feet rule is a common rule in the world of customer service. Essentially, if someone is within five feet of you, you should greet them and smile.

Reservation Services

GSA answers telephone within three rings. GSA extends an appropriate greeting. Reservationist thanks caller for contacting the property. Reservationist provides an appropriate introduction to guest. Reservationist uses guest’s last name three times during the phone call. Reservationist anticipates caller’s needs or offers personalized recommendation . Reservationist provides rate structure and room availability.

Reservation Services (continued)

Reservationist provides an overview of facilities and hours of operation. Reservationist reviews reservation request. Reservationist exhibits a sincere desire to comply with all guest requests. Reservationist is efficient and sensitive to the manner of the guest. Reservationist asks “If there are any other ways I can be of service today?” Reservationist encourages guest to have a nice day. Reservationist provides follow up reservation confirmation in advance of

their arrival. The guest feels well served.

Wake up services

Service number is answered within three rings. Operator extends an appropriate greeting. Operator uses the guest name as appropriate for the manner of the guest. Operator anticipates guest’s needs or offers a personalized

recommendation. Operator is efficient and sensitive to the manner of the guest. Operator logs the wake up call in the log. Operator asks guest “if there are there any other ways I can be of service

today?”

Wake up services (continued)

The guest feels well served. Live call is received within five minutes of wake up time. Message includes an appropriate greeting. Message includes the use of the guest’s last name as appropriate for

the manner of the guest. Message includes time of call and brief weather report for that day. Operator anticipates the guest’s needs or offers a personalized

recommendation. Operator is efficient and sensitive to the manner of the guest.

Wake up services (continued)

Operator asks “if there are any other ways I can be of service?” Operator thanks guest. The guest feels well served.

Concierge Services

Attendant extends an appropriate greeting. Attendant uses guest last name three times during interaction with guest. Attendant exhibits a sincere desire and compliance to all guest requests. Attendant anticipates guest needs or offers a personalized recommendation. Attendant demonstrates an extensive knowledge of all area attractions and

services. Attendant fulfills guest request(s). Attendant is efficient and sensitive to the manner of the guest.

Concierge Services (continued)

Attendant asks guest “ if there are any other ways I can be of service today?”

The guest feels well served. Attendant encourages guest to have a great stay.

Miscellaneous Staff Guidelines

All associates should exhibit a professional vocabulary devoid of slang. Guests are graciously provided directions or offered assistance via

escort. All associates consistently maintain eye contact with guests. There is evidence that all associates are empowered by management to

resolve guest issues immediately. All staff associates fulfill guest special requests. All associates are appropriately attired; name tags are clearly visible. All associates demonstrate appropriate behavior.

Miscellaneous Guest Services

Shoeshine service is available.Reservations are made for guests at restaurants.Assisting guests with their travel arrangements.

Back Stage versus On Stage

Just as when you see a play or concert, you do not want to see the levies and pulley behind the stage. The same is true for hotels. We always want to make certain that doors are closed so guests don’t see behind the stage.

Other Departments at the Front Desk

When employees from other departments come to the front desk, they should always be to the side of the desk, never directly in front of it.

Changing our customer service habits through role playing

Every day I will be stopping by the desk and role playing with the you; i.e. pretending I am checking in, checking out, needing help with my luggage, etc. By practicing your roles over and over again, you will begin to change our customer service procedures.

Our Dress and Uniforms

We will be getting new uniforms in the future. In the interim, you should continue to dress the way you have.

Documenting All Guest Requests and Challenges in Opera

In order to have our finger on the pulse of our guests, we will start logging all guest requests and challenges in Opera. Then at 11PM each evening, we will print and scan the log to each manager in the hotel.

“If you do what you’ve always done, you will get what you’ve always received.”