• Be my guest!

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• Welcome Mire se erdhe Salam Bahagia Bem Vindo 歡迎欢迎 Dobrodošli Benvenue Tervetuloa Bienvenue mogesalmebiT Willkommen Υποδοχή benvenuto Namaste 歓迎 환영합니다 MerhbaBem vindo Добро Пожаловать Recepción BIENVENIDO Välkommen Maligayang pagdating ยิ�นดี�ต้�อนรับ Hoş geldiniz KHuSH \aamdiid karna

welcome

• Who is a guest

“a person who pays to experience services of a hotel”.

Guests can be of different NationalityAgeReligionPurpose of visit(business/ leisure/both)Long stayShort stayDemography

• Why do we need guests?

Loyalty/Long-term Profitability

Better Performance Happy Guests

Better

salary

• Human truth…

We need to be understood

We want to belong

We long to feel special

We crave more control over our lives

We dream of reaching our potential

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We need to be understood

Inspirations - 12

• 60% of thoughts are self-directed. My goals. My problems. My feelings.

• Another 30% are directed towards relationships, but how they affect me. How will boss evaluate my performance in the next review? Do my friends like me or see me as irritating?

• Only 10% in this model is time spent in empathy

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We need to be understood

•Mr. Parker is having a meeting in the hotel tomorrow ????

•What can we do

•“Mr. Parker, we understand that you are having an important meeting tomorrow. What can we do to support you in making this meeting more successful?”

•“This is my home for the evening and I want you to address my needs.”

Inspirations - 12

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We want to belong

•Mr. Azhar was suppose to arrive at 18:00 hrs in the evening but ,he checked in at 22:00 hrs as his flight was late….

•“I like the hotels that remember you, where the staff greet you. It feels good, welcoming, and inviting.”

•“When I walked in…and gave my card, the associate said, ‘Mr. Kundu, we have been waiting for you’… instead of saying okay, card, okay, sign this paper.”

Inspirations - 12

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We long to feel special

•Guest’s birthday and he is staying alone .

•What can we do ??? To make the guest feel special.

•“Genuine, caring hospitality.”

Inspirations - 12

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We crave more control over our lives

•“They should try to suit me, and not make me try and suit them.” cannot do attitude???

•“Why was the business center closed on Sunday? I was working!”

•“The gym was small but open 24 hours – I thought to myself, ‘Now, that makes sense.’”

Inspirations - 12

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We dream of reaching our potential

•Guest is organizing part for business clients

•“I owe it to myself.”

•“When I book meetings at ________, I know that it will go flawlessly and my boss will look good – within budget and well done. I can count on them.”

Inspirations - 12

Moment of Truth

• What is moment of truth?

• In customer service, instance of contact or interaction between a customer and a firm (through a product, sales force, or visit) that gives the customer an opportunity to form (or change) an impression about the firm.

Why is it important?

• What's regularly missing, in our experience, is the spark between the customer and frontline staff members—the spark that helps transform wary or skeptical people into strong and committed brand followers.

Why is it important?

• That spark and the emotionally driven behavior .

• That creates it explain how great customer service companies earn trust and loyalty during "moments of truth": those few interactions (for instance, a lost credit card, a canceled flight, a damaged piece of clothing, or investment advice)

Why is it important?

• when customers invest a high amount of emotional energy in the outcome. Superb handling of these moments requires an instinctive frontline response that puts the customer's emotional needs ahead of the company's and the employee's agendas.

What are the areas where you cant have guest interaction/MOT?

?

Type of guest interactions

Service Request

Quarries

Complaints

Feedback

General Conversations

Finding Solution

• complaints are opportunity not threat !!!

• When a customer complains it is an opportunity to strengthen our relationship with him or her.

• They are looking for resolution to their problems .• In the process we have the chance to handle it in a

way that strengthens both our relationship and our brand with the client.

Complaint Handling

•L- listen•A- apologize•S- solve•T- thank

Do’s & Don'ts