enhancing quality guest services

7/24/2019 Enhancing Quality Guest Services

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Welcome to Baguio City!


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Enhancing QualityGuest Services

University of BaguioSchool of International Hospitality and ourism

anagementBy" Isagani #$ %addit


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PROFILEPROFILE

Diploma in Acctg (Sydney, Australia)Diploma in Acctg (Sydney, Australia)

BS R! ("B)BS R! ("B)

! Business Admin ("B)! Business Admin ("B)

P#D !gmt candidate ("$)P#D !gmt candidate ("$)

Former Assistant !anager % $amp &o#n ayFormer Assistant !anager % $amp &o#n ay

!anor!anor

Former Dean, $ollege o' R! and ourism,Former Dean, $ollege o' R! and ourism,

"$"$

Board o' Director % otel Rest* Assoc* o'Board o' Director % otel Rest* Assoc* o'

Baguio (RAB)Baguio (RAB)

Board o' Director % Baguio ourism $ouncilBoard o' Director % Baguio ourism $ouncil

Past President Region + and $AR % $OREPPast President Region + and $AR % $OREP

Isagani A* PadditIsagani A* Paddit


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$ompany

En#ancing uality -uestSer.ices

/ISIO01!ISSIO0Sets Purpose and Direction

POLI$IES PRO$ED"RESOrganizing the House

SER/I$E !ILEA-ETowards Service Excellence


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&ision


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ission


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'If employees (no) )hat their company stands for* Ifthey (no) )hat standards they are to uphold* thenthey )ill more li(ely ma(e decisions that )ill supportthose standards$ hey are also more li(ely to feel as ifthey are important part of the organi+ation$hey aremotivated ,ecause life in the company has meaningfor them$-

. /ohn a0)ell


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1eys o)ards Enhancing QualityServices

I$ he '%aradigm of the %resent-

II$ a(ing %eople 2eel Welcome

III$ he Importance of Customers

I&$ Handling Complaints

&$ 34U can ma(e the Diference


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I$ he '%aradigm of the%resent-

5et go of your past

6eprogramming your mental computer

Enlarge your vision

Choose to ,e happy


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II a(ing %eople 2eelWelcome

he 6ight #ttitude

BELIEFS

and

!E0AL

DISPOSIIO0

FEELI0-S

1 Li2e

. Disli2e

A$IO0S


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What is in 3our Control7

8 4HE6 %E4%5E

. Boss

. Sta9

. Customers

. %eers

8 IE

8 46G#:I;#I4:

34U6SE52

8Belief

8#ttitudes

82eelings

8Behavior

C#:

C4:645

Canuence?

. #ttitude ma(es a di9erence!

. It


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#ttitude ,y Charles S)indall

' I am convinced that life is @A of )hat happens tome and A is ho) I react to it$ #nd so it is )ithyouD )e are in charge of our attitudes$-


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enu Choices for the ay


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III$ he Importance ofCustomers

y Internal Customers

. Boss F Superiors F Supervisors

. Co.employees

y E0ternal Customers

. Guests

. %u,lics


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Who is a Customer7

# customer is$$

not an interruption of our )or(

not an outsider to our organi+ation

not a cold statistic not someone to argue or match )its )ith

a person )ho ,rings us their )ants

the most important person in the organi+ation

the life,lood of the service industry


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I&$ Handling Complaints

ypes of Complaints

ypes of Complaining Customers

2rame)or( for Handling Complaints


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ypes of Complaints

echanical

#ttitudinal

Service.related

Unusual


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ypes of ComplainingCustomers

#ggressive Constructive %assive


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2rame)or( for HandlingComplaints

#$ ealing )ith 2eelings

@$ 5isten

$ #ccept their feelings

B$ ealing )ith the %ro,lem

$ Clarify the complaint

$ a(e action

J$ 6efer the complaintK$ Be cheerful and helpful

C$ 2ollo) Up

L$ 2ollo) up the complaint


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Handling Complaints

Complaints alert us to areas needingimprovements

It is cheaper to resolve a pro,lem than see( ane) customer

E9ectively handled complaint distinguishes youand )ins you loyal customers$

'Handling complaints distinguishes the really greatpersonfrom the person )ho is merely adequate-


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34U can ma(e thei9erence

2irst Impressions

Improving 2irst Impressions


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ips on Improving 2irstImpressions

Well.groomed each and everyday

#l)ays greet customers

1eep your )or( space and entrance clean andtidy

Carry yourself )ith pride

reat your co.)or(ers politely

Smile* and smile sincerely!


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#ction %lan

#e $urrentSituation

"nderstand

and analy3e4y5

6#at7

6#o7

6#en7

6#ere7

o87

6#y7

9Bridging t#e-ap:

8Identi'y

possi4lesolutions,actions toaddress t#ecauses o' t#esituation*

8Prioriti3e,de.elop actionplan

IdealSituation

8Identi'y4e#a.ioralindicatorst#at s#ould 4epracticed*


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%ledge of Commitment #s an individual* I )ill

@$ Start doingD

$ Continue doingD$

$ Stop doingD$

#s a supervisorFanager* I )ill

@$ Start doingD

$ Continue doing$$

$ Stop doingD

MMMMMMMMMMMMMMMM MMMMMMMMMMMM

:ame and Signature ate


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.E:.

han( you very much$$

Isagani #$%addit

%rogram Chair* H6

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