GUEST SERVICE

Contents

Service Standards Guest Conflict Resolution Empowerment Diversity Awareness International Guests Management’s Role in Guest

Service

Introduction

Guest satisfaction is crucial in maintaining loyalty.

Guest loyalty ensures repeat business.

Service Standards

Guest service is paramount to hotel success

Guest interaction defines guest service

Verbal Means

Verbal communication allows for gaining insight into a guest

The most important verbal tools in ensuring guest satisfaction are perhaps the simplest

The basic rules for verbal communication are:

Use an appropriate greeting Personalize the conversation (use the guest’s name)

Thank the guest Listen

Verbal Means (Cont…)

Use an appropriate greeting: employees should greet every guest appropriately whether in person or over the phone.

They should identify the time of day: “Good morning/afternoon/evening”.

When greeting a guest over the phone, an employee should also include their name and department: “Good morning, front desk, this is John, how may I help you?” This reassures the guest that they have reached the appropriate department

Verbal Means (Cont…)

Personalize the conversation: this helps to set a relaxed tone in the conversation, however using an appropriate title (i.e., Mr. or Ms.) is important

During check-in or checkout, the guest account will let the employee know the guest’s name

Many phone systems will identify the guest’s name and room number, as will many PMS systems

Guests greeted by name are subtly reminded that the hotel values their business

Verbal Means (Cont…)

Thank the guest: thanking the guest in a sincere manner is also very important

Employees may conduct a variety of guest services in a day, and each of these transaction should be completed with a “thank you”

Thanking a guest for staying at a hotel also implies that the hotel appreciates their business

Verbal Means (Cont…)

Listening: this is the only way a receiver can hear the message that the transmitter is sending, so employees can listen for subtle hints and signals a guest gives out during communication

The employee creates a comfort level when they listen, and letting the guest initiate the tone of the conversation also puts him/her at ease

Verbal Means (Cont…)

Failure to listen properly can cause problems

The seven common listening errors are: Failure to concentrate Listening too hard “Jumping the gun” Lagging behind the conversation Focusing too much on delivery or appearance Omitting Adding

Visual Means

Communicating visually is as important as communicating verbally, as visual communication can reinforce what is being said verbally

The complete delivery of guest service can be accomplished by incorporating both means

The rules for effective visual communication are:

Communicate with a smile Be aware of body language Observe the grooming standards

Visual Means (Cont…)

Communicate with a smile: a genuine smile that accompanies a greeting or thank you reinforces the message

Smiling at guests helps create a comfortable atmosphere

Be aware of body language: observing guest body language is like listening with eyes, it can give the employee clues on how to communicate with the guest

Visual Means (Cont…)

Common body language signals include the following: Crossed arms may indicate a defensive posture A guest who leans across the front desk during

conversation may be aggressive Strong and consistent eye contact may indicate

confidence Strong firm handshakes may also indicate confidence Red eyes may indicate fatigue

Visual Means (Cont…)

Observe appropriate grooming standards: hotel employees are viewed as an extension of the hotel so a guest’s perception of an employee can contribute to the guest’s overall perception of the hotel

The first and often most long lasting perception a guest makes on an employee is the employee’s appearance, so most hotels have instituted grooming standards

Guest Service Management

The guest service philosophy of a hotel should be communicated consistently

This communication should begin with the first day of employee orientation where all new employees should be given the hotel’s service philosophy

Guest Service Management (Cont...)

Guest service training continues beyond orientation and introduction of the service mission statement, and should be constant

Larger hotel chains have complete divisions at a corporate level dedicated to creating and implementing guest service programs

Motivating for Guest Service Motivating employees to embody the service

mission statement in their day-to-day duties helps ensure guest satisfaction

A good way to motivate is through guest feedback, and most hotels have some version of a comment card in the guest rooms

These cards encourage guests to rate and/or rank the services received during his/her stay

They also solicit the names of employees that have impacted the guest’s stay

Motivating for Guest Service (Cont..)

Employees or departments that are mentioned should be rewarded or recognized in some way

The employees can be proud of these rewards and a healthy competition can ensue to see which employees can get the most rewards