4 ขนตอนในการแก)ไขป+ญหาการ)องเรยนของลกค)าFour steps to effectively handle guest complaints
bullรบฟ+งป+ญหา (Listen to the problem)
bullกลาวขอโทษ (Apologize) ความเหนใจEmpathy
bullแก)ไขป+ญหา (Fix the problem)
bullตดตามผล (Follow up)
Todayrsquos TopicsService Up-selling
F ampB Up-SellingFront Office Up-Selling
Who knows the most about the food beverage and services at the Banyan Resort
Itrsquos You
Guests love suggestive selling because
bull It saves them timebull It saves them moneybull It saves them effortbull They get to try new products
Win-Win
Easier to train new staff
Increased Satisfaction = More money
Services FO FampB
Check List1Have a DETAILED menu or services list for staff (You have the list but do you have the details)
What kind of fish is in the fish cakes
TMI=Too Much Information
Check List2 Have a list of the possible questionsanswers about EACH product
What do you think
FEEDBACK PLEASE
Check List3 Practice Practice Practice with your team
(Repetition builds confidence)
Quiz staff Role PlayChallenge each other
Take the time itrsquos worth it
Lead by ExampleAsk Questions Find Answers
Make it fun
Quiz the staff If they canrsquot tell you the answer in Thai they sure canrsquot tell you in English
Check List
1Have a DETAILED menu or services list for staff
2 Have a list of the possible questionsanswers about EACH product
3 Practice Practice Practice
What do you think
FEEDBACK PLEASE
Help me help you help them
What should I focus on
Up-Selling Food and Beverage
Up-selling Front office
Share your thoughts
Two Questions1How can I help you help themPlease be specific
2 What ideas do you have for Banyan team training and HR development
Letrsquos Role Play
Two teamsFO FampB
CustomersKhun Rong Khun Nid Khun Koi
Team-membersKhun Nicole Khun Chana
Customers Khun Wee Khun Ton Khun Ma
Team-membersKhun Pim Khun Samran
You must Up-sell to every customer
Role Play Rules
bull Customers must ask 2 questions about the menuproperty
bull Team members need to make different suggestions to each customer
How long should a customer wait before they get their order takenBefore they receive their drinksBefore the receive their food
Check List
1Have a DETAILED menu or services list for staff
2 Have a list of the possible questionsanswers about EACH product
3 Practice Practice Practice
What do you think
FEEDBACK PLEASE
Help me help you help them
What should I focus on
Up-Selling Food and Beverage
Up-selling Front office
Share your thoughts
Two Questions1How can I help you help themPlease be specific
2 What ideas do you have for Banyan team training and HR development
THANK YOU
Up-selling for
Food and BeveragePresented by
Aj Scott
April 212011
>
What is ldquogood servicerdquo
Who knows the most about the food and beverage in a restaurant
70 of guests do not know what they will order when the come to a restaurant
It depends on you to make a guest experience even better by suggesting them food and beverages that they will like
It is YOUR responsibility to get the guest to order what is right for them But it should be done discreetly
Suggestive Selling
Increase a guestrsquos original order by giving them suggestions and ideas
This will increase guest satisfaction and average spend
Guests love suggestive selling because
bull It saves them timebull It saves them moneybull It saves them effortbull They get to try new products
Win-Win
We ldquoNOrdquo
ผมขอชารอนแกวหนงครบ
ขอโทษครบ แตของเรามบรการชามะนาวเยน
เทานน
โอเค ผมขอแคชามะนาวไมเอา
นาแขง hellipโอเค ครบ
ด ถก เรวndash ndashค$ณสามารถเลอกรบได)สองอยาง
ดและถก แตไมรวดเรวดและเรว แตไมถกเรวและถก แตไมด
Know Your product
The name and pronunciationThe ingredientsThe method of cookingThe portion sizeThe sauces and sidesThe substitutions
The Opening
Smile Eye Contact Greeting
Build relationship By asking questions
Identify wants and needsWants is something that a guest may like but not need Needs are the essentials
Making the Sales PresentationIdentify the OpportunitiesRecommend dishes or sidesGive the guest choicesDonrsquot pushMention a unique feature of the product
Use Descriptive WordsSpeak with Confidence
ExcellentFreshly
prepared
Delicous
Home made
Really Good
Refreshing Local
Read the body language of the guest not interested then change the recommendations suggest something else
Asking for the Sale
Asking the guest if the would like to order the recommended dish
Reassure the Guest of the Choice they made
Objections
Donrsquot take it Personally if the guest says no to the sale
>
Following Up
Check back after everyone has a chance to take a bite hellipIs the guest satisfied
Thank the guest
Offer slow moving but profitable items
Consider availability
Suggest beverages to go with their meal
Offer House Specials
Offer seconds
Suggest juices and smoothies
Letrsquos Role Play
3 customers team member
You must Up-sell to every customer
Role Play Rules
bull Customers must ask 2 questions about the menuproperty
bull Team members need to make different suggestions to each customer
Upselling for
Front OfficePresented by
Aj Scott
April 212011
>
No I am not
Aj Scott Michael Smith
The Spirit of HospitalityPresented by
Aj Scott
April 2011
>
SCOTT
Activity- IntroductionsIntroducing yourselfIntroduce two people to each other
Hello my name ishellipIrsquom fromhellip
Khun A I would like you to meet Khun B Khun B I would like you to meet Khun A
Different greetings for
1 Families with small children2 Honeymooning couple3 Guest with disabilities4 Seniors5 Women traveling alone
What do guests expect from the staff when they enter a business
ท3าให)แขกได)รบความพ4งพอใจหรอท3าเกนคาดMeet or Exceed Guest Expectation
Professional Appearancebull Maintain a neat professional well groomed appearance ดแลตนเองใหดด แตงกายปราณต สะอาด และเหมาะสมbull Wear a clean proper uniformbull สวมเคร+องแบบถกตอง และสะอาด
What words do you use when talking about Professional
Appearance
ความเปนมตรFriendliness
Friendliness
bull Smile ยม ต)อนรบอยางจรงใจbull Greet guests and co-workers enthusiastically and
bull Every guest has different expectations of what excellent service is and each employee has a unique opportunity to anticipate and meet those expectations
Fill guests request immediately or when they want something done
สนองตอบค3าร)องขอจากแขกทนท และเมอใดกตามทแขกขอ
Make guests feel as if they are your prioritybull ท3าให)แขกมความร)ส4กวา เขาเปนอนดบแรกทเราให)บรการ
Determining Guest Needs
Anticipate and list the potential needs from the groups below
1 Families with small children2 Honeymooning couple3 Guest with disabilities4 Seniors5 Women traveling alone
Activity 2
The supervisor is giving out daily work instructions before being on duty Notice the front office personnel appropriate
body language to indicate his or her understanding Then mark on the checklist
Student A is a supervisor and
Student B is a front office personnel
Activity 2 Checklist
a) Stand straight but not stiff
b) Balance your weight evenly on both feet
c) Your facial expression must match your message
13 Ask questions to confirm understanding
Questioning is very important
Confusion can also occur when it isnrsquot clear what you are asking
whether you are asking for more information or just checking that yoursquove understood what was
said
Ways to ask questions to confirm understanding include lsquoopen endedrsquo questions such as
ldquoSo I print out the address labels first then what do I dordquo
ldquoShould I send the brochures to all the travel agents listed
hererdquo
ldquoSo you want me to store the fruit in the
fridge Is that rightrdquo
I am sorry I do not understanding Can you tell me again
I am sorry Can you explain exactly what you want me to do
Just to be sure you want me tohellip
Exceed Guest ExpectationsbullThe ldquoHometownrdquo newspaperbullFresh Seafood Fruit etcbull5 star service
Sometimes when there is a problem seeking and offering possible solutions to it is very important
Most likely it is the same way as making suggesting
Making suggestion means giving your opinion about what should be done so you often use the same expressions that you use for expressing opinion
4 ขนตอนในการแก)ไขป+ญหาการ)องเรยนของลกค)าFour steps to effectively handle guest complaints
bullรบฟ+งป+ญหา (Listen to the problem)
bullกลาวขอโทษ (Apologize) ความเหนใจEmpathy
bullแก)ไขป+ญหา (Fix the problem)
bullตดตามผล (Follow up)
Role Play Activity
Handling Complaints
Thank youIrsquom sorryhellipI apologize
I empathizehellip
Perhaps we couldhelliporhellip
Is everything to your satisfaction
What are the top 5 complaints from your customers
What are the top 5 complaints from your boss
Activity Itrsquos all about Teamwork and Empathy
Which departmentco-worker should be contacted whenhellip
1 A guest complains that although he used the ldquoDo Not Disturbrsquo sign a room attendant knocked on the door and woke him up
2 A guest complain that cable is out on the TV and hersquos missing the World Cup match
3 The guest complains that their room smells like smoke4 A meeting planner complains the Air Conditioning in the
meeting room is broken
How would you show Empathy Who follows up
Connect all 9 Dots using only 4 straight lines without lifting the ldquopencilrdquo
Connect all 9 Dots using only 4 straight lines without lifting the ldquopencilrdquo
The key comes in realizing that you donrsquot have to stay ldquoinside the boxrdquo
12
3
4
T
E
A
M
ogether
ach
chieves
ore
ldquo I have a dream helliprdquo
Nobody is perfect but a team can
be
Uplift By flying ldquo V rdquo formation the
flock adds 71 to the (each on itrsquos own)
flying range
ldquo I have a dream helliprdquo
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Since service is not something guests can return or exchange their only option is
to complain
bull เพราะงานบรการมใชสงของทแขกจะสามารถคน
หรอเปลยนใหมใด) ดงนนวธเดยวทแขกของเราจะท3าใด)
คอ ค3าบน และ ร)องท$กข
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Additional Pointsขอแนะนา
bull Guests want a total quality experience not isolated pockets of excellence Work together as a team to resolve guest problems and deliver the best service possible
What are guest expectations (6) and how do we satisfy them
Slide 90
Slide 91
รปลกษณทดเปนมออาชพ Professional Appearance
Professional Appearance
Slide 94
ความเปนมตร Friendliness
Friendliness
Slide 97
อธยาศย Courtesy
Courtesy อธยาศย
Slide 100
ความเหนใจ Empathy
Empathy
Slide 103
ความรบผดชอบ Responsiveness
Responsiveness ความรบผดชอบ
Slide 106
ความยดหยน Flexibility
Flexibility ความ ยดหยด
Slide 109
Slide 110
Is the Tourism Industry right for you
Slide 112
Slide 113
Qualities Well Organized Good Strategic Planning Skills
Accommodations sector
Slide 116
Qualities Good with figures stats numbers Punctual Ethical
Slide 118
Slide 119
Qualities Good Problem Solving skills Likes completing projects
Property Management
Slide 122
Qualities SEXY NAUGHTY Bitchy
Slide 124
The Spirit of Hospitality Part 2 Delivering Quality Service
Delivering Quality Guest Service การมอบงานบรการทเปยมคณภา
Slide 127
การอานแขกใหออกแปลวาอะไร What does it mean to lsquoReadrsquo a guest
Slide 129
A few more points ขอแนะนำ
Additional Points ขอเพมเตม
Fill guests request immediately or when they want something d
Determining Guest Needs
Slide 134
Slide 135
Slide 136
Slide 137
Slide 138
Slide 139
Sometimes when there is a problem seeking and offering possibl
4 ขนตอนในการแกไขปญหาการองเรยนของลกคา Four steps to effe (2)
Slide 142
Activity Itrsquos all about Teamwork and Empathy
Slide 144
Connect all 9 Dots using only 4 straight lines without lifting
Connect all 9 Dots using only 4 straight lines without lifting (2)
Slide 147
Slide 148
การพฒนาคณภาพการบรการ Improving Service Quality
Since service is not something guests can return or exchange t
การพฒนาคณภาพการบรการ Improving Service Quality (2)
Additional Points ขอแนะนำ
Yes We Can
Slide 154
Honolulu Hawaii
Slide 156
Slide 157
Slide 158
What are other training ideas for your departmental team member
Work in groups
Cross Departmental Training (Weekly)
Yes We Can (2)
Slide 163
Slide 164
Slide 165
Slide 166
Slide 167
Slide 168
Hospitality Service Up-selling
Presented toBanyan Resort
Supervisors and Management
April 21 20111000-1100
>
1 รปลกษณทดเปนมออาชพProfessional Appearance
2 ความเปนมตร Friendliness
3 อธยาศย Courtesy
4 ความเหนใจ Empathy
5 ความรบผดชอบ Responsiveness
6 ความยดหย$น Flexibility
4 ขนตอนในการแก)ไขป+ญหาการ)องเรยนของลกค)าFour steps to effectively handle guest complaints
bullรบฟ+งป+ญหา (Listen to the problem)
bullกลาวขอโทษ (Apologize) ความเหนใจEmpathy
bullแก)ไขป+ญหา (Fix the problem)
bullตดตามผล (Follow up)
Todayrsquos TopicsService Up-selling
F ampB Up-SellingFront Office Up-Selling
Who knows the most about the food beverage and services at the Banyan Resort
Itrsquos You
Guests love suggestive selling because
bull It saves them timebull It saves them moneybull It saves them effortbull They get to try new products
Win-Win
Easier to train new staff
Increased Satisfaction = More money
Services FO FampB
Check List1Have a DETAILED menu or services list for staff (You have the list but do you have the details)
What kind of fish is in the fish cakes
TMI=Too Much Information
Check List2 Have a list of the possible questionsanswers about EACH product
What do you think
FEEDBACK PLEASE
Check List3 Practice Practice Practice with your team
(Repetition builds confidence)
Quiz staff Role PlayChallenge each other
Take the time itrsquos worth it
Lead by ExampleAsk Questions Find Answers
Make it fun
Quiz the staff If they canrsquot tell you the answer in Thai they sure canrsquot tell you in English
Check List
1Have a DETAILED menu or services list for staff
2 Have a list of the possible questionsanswers about EACH product
3 Practice Practice Practice
What do you think
FEEDBACK PLEASE
Help me help you help them
What should I focus on
Up-Selling Food and Beverage
Up-selling Front office
Share your thoughts
Two Questions1How can I help you help themPlease be specific
2 What ideas do you have for Banyan team training and HR development
Letrsquos Role Play
Two teamsFO FampB
CustomersKhun Rong Khun Nid Khun Koi
Team-membersKhun Nicole Khun Chana
Customers Khun Wee Khun Ton Khun Ma
Team-membersKhun Pim Khun Samran
You must Up-sell to every customer
Role Play Rules
bull Customers must ask 2 questions about the menuproperty
bull Team members need to make different suggestions to each customer
How long should a customer wait before they get their order takenBefore they receive their drinksBefore the receive their food
Check List
1Have a DETAILED menu or services list for staff
2 Have a list of the possible questionsanswers about EACH product
3 Practice Practice Practice
What do you think
FEEDBACK PLEASE
Help me help you help them
What should I focus on
Up-Selling Food and Beverage
Up-selling Front office
Share your thoughts
Two Questions1How can I help you help themPlease be specific
2 What ideas do you have for Banyan team training and HR development
THANK YOU
Up-selling for
Food and BeveragePresented by
Aj Scott
April 212011
>
What is ldquogood servicerdquo
Who knows the most about the food and beverage in a restaurant
70 of guests do not know what they will order when the come to a restaurant
It depends on you to make a guest experience even better by suggesting them food and beverages that they will like
It is YOUR responsibility to get the guest to order what is right for them But it should be done discreetly
Suggestive Selling
Increase a guestrsquos original order by giving them suggestions and ideas
This will increase guest satisfaction and average spend
Guests love suggestive selling because
bull It saves them timebull It saves them moneybull It saves them effortbull They get to try new products
Win-Win
We ldquoNOrdquo
ผมขอชารอนแกวหนงครบ
ขอโทษครบ แตของเรามบรการชามะนาวเยน
เทานน
โอเค ผมขอแคชามะนาวไมเอา
นาแขง hellipโอเค ครบ
ด ถก เรวndash ndashค$ณสามารถเลอกรบได)สองอยาง
ดและถก แตไมรวดเรวดและเรว แตไมถกเรวและถก แตไมด
Know Your product
The name and pronunciationThe ingredientsThe method of cookingThe portion sizeThe sauces and sidesThe substitutions
The Opening
Smile Eye Contact Greeting
Build relationship By asking questions
Identify wants and needsWants is something that a guest may like but not need Needs are the essentials
Making the Sales PresentationIdentify the OpportunitiesRecommend dishes or sidesGive the guest choicesDonrsquot pushMention a unique feature of the product
Use Descriptive WordsSpeak with Confidence
ExcellentFreshly
prepared
Delicous
Home made
Really Good
Refreshing Local
Read the body language of the guest not interested then change the recommendations suggest something else
Asking for the Sale
Asking the guest if the would like to order the recommended dish
Reassure the Guest of the Choice they made
Objections
Donrsquot take it Personally if the guest says no to the sale
>
Following Up
Check back after everyone has a chance to take a bite hellipIs the guest satisfied
Thank the guest
Offer slow moving but profitable items
Consider availability
Suggest beverages to go with their meal
Offer House Specials
Offer seconds
Suggest juices and smoothies
Letrsquos Role Play
3 customers team member
You must Up-sell to every customer
Role Play Rules
bull Customers must ask 2 questions about the menuproperty
bull Team members need to make different suggestions to each customer
Upselling for
Front OfficePresented by
Aj Scott
April 212011
>
No I am not
Aj Scott Michael Smith
The Spirit of HospitalityPresented by
Aj Scott
April 2011
>
SCOTT
Activity- IntroductionsIntroducing yourselfIntroduce two people to each other
Hello my name ishellipIrsquom fromhellip
Khun A I would like you to meet Khun B Khun B I would like you to meet Khun A
Different greetings for
1 Families with small children2 Honeymooning couple3 Guest with disabilities4 Seniors5 Women traveling alone
What do guests expect from the staff when they enter a business
ท3าให)แขกได)รบความพ4งพอใจหรอท3าเกนคาดMeet or Exceed Guest Expectation
Professional Appearancebull Maintain a neat professional well groomed appearance ดแลตนเองใหดด แตงกายปราณต สะอาด และเหมาะสมbull Wear a clean proper uniformbull สวมเคร+องแบบถกตอง และสะอาด
What words do you use when talking about Professional
Appearance
ความเปนมตรFriendliness
Friendliness
bull Smile ยม ต)อนรบอยางจรงใจbull Greet guests and co-workers enthusiastically and
bull Every guest has different expectations of what excellent service is and each employee has a unique opportunity to anticipate and meet those expectations
Fill guests request immediately or when they want something done
สนองตอบค3าร)องขอจากแขกทนท และเมอใดกตามทแขกขอ
Make guests feel as if they are your prioritybull ท3าให)แขกมความร)ส4กวา เขาเปนอนดบแรกทเราให)บรการ
Determining Guest Needs
Anticipate and list the potential needs from the groups below
1 Families with small children2 Honeymooning couple3 Guest with disabilities4 Seniors5 Women traveling alone
Activity 2
The supervisor is giving out daily work instructions before being on duty Notice the front office personnel appropriate
body language to indicate his or her understanding Then mark on the checklist
Student A is a supervisor and
Student B is a front office personnel
Activity 2 Checklist
a) Stand straight but not stiff
b) Balance your weight evenly on both feet
c) Your facial expression must match your message
13 Ask questions to confirm understanding
Questioning is very important
Confusion can also occur when it isnrsquot clear what you are asking
whether you are asking for more information or just checking that yoursquove understood what was
said
Ways to ask questions to confirm understanding include lsquoopen endedrsquo questions such as
ldquoSo I print out the address labels first then what do I dordquo
ldquoShould I send the brochures to all the travel agents listed
hererdquo
ldquoSo you want me to store the fruit in the
fridge Is that rightrdquo
I am sorry I do not understanding Can you tell me again
I am sorry Can you explain exactly what you want me to do
Just to be sure you want me tohellip
Exceed Guest ExpectationsbullThe ldquoHometownrdquo newspaperbullFresh Seafood Fruit etcbull5 star service
Sometimes when there is a problem seeking and offering possible solutions to it is very important
Most likely it is the same way as making suggesting
Making suggestion means giving your opinion about what should be done so you often use the same expressions that you use for expressing opinion
4 ขนตอนในการแก)ไขป+ญหาการ)องเรยนของลกค)าFour steps to effectively handle guest complaints
bullรบฟ+งป+ญหา (Listen to the problem)
bullกลาวขอโทษ (Apologize) ความเหนใจEmpathy
bullแก)ไขป+ญหา (Fix the problem)
bullตดตามผล (Follow up)
Role Play Activity
Handling Complaints
Thank youIrsquom sorryhellipI apologize
I empathizehellip
Perhaps we couldhelliporhellip
Is everything to your satisfaction
What are the top 5 complaints from your customers
What are the top 5 complaints from your boss
Activity Itrsquos all about Teamwork and Empathy
Which departmentco-worker should be contacted whenhellip
1 A guest complains that although he used the ldquoDo Not Disturbrsquo sign a room attendant knocked on the door and woke him up
2 A guest complain that cable is out on the TV and hersquos missing the World Cup match
3 The guest complains that their room smells like smoke4 A meeting planner complains the Air Conditioning in the
meeting room is broken
How would you show Empathy Who follows up
Connect all 9 Dots using only 4 straight lines without lifting the ldquopencilrdquo
Connect all 9 Dots using only 4 straight lines without lifting the ldquopencilrdquo
The key comes in realizing that you donrsquot have to stay ldquoinside the boxrdquo
12
3
4
T
E
A
M
ogether
ach
chieves
ore
ldquo I have a dream helliprdquo
Nobody is perfect but a team can
be
Uplift By flying ldquo V rdquo formation the
flock adds 71 to the (each on itrsquos own)
flying range
ldquo I have a dream helliprdquo
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Since service is not something guests can return or exchange their only option is
to complain
bull เพราะงานบรการมใชสงของทแขกจะสามารถคน
หรอเปลยนใหมใด) ดงนนวธเดยวทแขกของเราจะท3าใด)
คอ ค3าบน และ ร)องท$กข
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Additional Pointsขอแนะนา
bull Guests want a total quality experience not isolated pockets of excellence Work together as a team to resolve guest problems and deliver the best service possible
What are guest expectations (6) and how do we satisfy them
Slide 90
Slide 91
รปลกษณทดเปนมออาชพ Professional Appearance
Professional Appearance
Slide 94
ความเปนมตร Friendliness
Friendliness
Slide 97
อธยาศย Courtesy
Courtesy อธยาศย
Slide 100
ความเหนใจ Empathy
Empathy
Slide 103
ความรบผดชอบ Responsiveness
Responsiveness ความรบผดชอบ
Slide 106
ความยดหยน Flexibility
Flexibility ความ ยดหยด
Slide 109
Slide 110
Is the Tourism Industry right for you
Slide 112
Slide 113
Qualities Well Organized Good Strategic Planning Skills
Accommodations sector
Slide 116
Qualities Good with figures stats numbers Punctual Ethical
Slide 118
Slide 119
Qualities Good Problem Solving skills Likes completing projects
Property Management
Slide 122
Qualities SEXY NAUGHTY Bitchy
Slide 124
The Spirit of Hospitality Part 2 Delivering Quality Service
Delivering Quality Guest Service การมอบงานบรการทเปยมคณภา
Slide 127
การอานแขกใหออกแปลวาอะไร What does it mean to lsquoReadrsquo a guest
Slide 129
A few more points ขอแนะนำ
Additional Points ขอเพมเตม
Fill guests request immediately or when they want something d
Determining Guest Needs
Slide 134
Slide 135
Slide 136
Slide 137
Slide 138
Slide 139
Sometimes when there is a problem seeking and offering possibl
4 ขนตอนในการแกไขปญหาการองเรยนของลกคา Four steps to effe (2)
Slide 142
Activity Itrsquos all about Teamwork and Empathy
Slide 144
Connect all 9 Dots using only 4 straight lines without lifting
Connect all 9 Dots using only 4 straight lines without lifting (2)
Slide 147
Slide 148
การพฒนาคณภาพการบรการ Improving Service Quality
Since service is not something guests can return or exchange t
การพฒนาคณภาพการบรการ Improving Service Quality (2)
Additional Points ขอแนะนำ
Yes We Can
Slide 154
Honolulu Hawaii
Slide 156
Slide 157
Slide 158
What are other training ideas for your departmental team member
Work in groups
Cross Departmental Training (Weekly)
Yes We Can (2)
Slide 163
Slide 164
Slide 165
Slide 166
Slide 167
Slide 168
1 รปลกษณทดเปนมออาชพProfessional Appearance
2 ความเปนมตร Friendliness
3 อธยาศย Courtesy
4 ความเหนใจ Empathy
5 ความรบผดชอบ Responsiveness
6 ความยดหย$น Flexibility
4 ขนตอนในการแก)ไขป+ญหาการ)องเรยนของลกค)าFour steps to effectively handle guest complaints
bullรบฟ+งป+ญหา (Listen to the problem)
bullกลาวขอโทษ (Apologize) ความเหนใจEmpathy
bullแก)ไขป+ญหา (Fix the problem)
bullตดตามผล (Follow up)
Todayrsquos TopicsService Up-selling
F ampB Up-SellingFront Office Up-Selling
Who knows the most about the food beverage and services at the Banyan Resort
Itrsquos You
Guests love suggestive selling because
bull It saves them timebull It saves them moneybull It saves them effortbull They get to try new products
Win-Win
Easier to train new staff
Increased Satisfaction = More money
Services FO FampB
Check List1Have a DETAILED menu or services list for staff (You have the list but do you have the details)
What kind of fish is in the fish cakes
TMI=Too Much Information
Check List2 Have a list of the possible questionsanswers about EACH product
What do you think
FEEDBACK PLEASE
Check List3 Practice Practice Practice with your team
(Repetition builds confidence)
Quiz staff Role PlayChallenge each other
Take the time itrsquos worth it
Lead by ExampleAsk Questions Find Answers
Make it fun
Quiz the staff If they canrsquot tell you the answer in Thai they sure canrsquot tell you in English
Check List
1Have a DETAILED menu or services list for staff
2 Have a list of the possible questionsanswers about EACH product
3 Practice Practice Practice
What do you think
FEEDBACK PLEASE
Help me help you help them
What should I focus on
Up-Selling Food and Beverage
Up-selling Front office
Share your thoughts
Two Questions1How can I help you help themPlease be specific
2 What ideas do you have for Banyan team training and HR development
Letrsquos Role Play
Two teamsFO FampB
CustomersKhun Rong Khun Nid Khun Koi
Team-membersKhun Nicole Khun Chana
Customers Khun Wee Khun Ton Khun Ma
Team-membersKhun Pim Khun Samran
You must Up-sell to every customer
Role Play Rules
bull Customers must ask 2 questions about the menuproperty
bull Team members need to make different suggestions to each customer
How long should a customer wait before they get their order takenBefore they receive their drinksBefore the receive their food
Check List
1Have a DETAILED menu or services list for staff
2 Have a list of the possible questionsanswers about EACH product
3 Practice Practice Practice
What do you think
FEEDBACK PLEASE
Help me help you help them
What should I focus on
Up-Selling Food and Beverage
Up-selling Front office
Share your thoughts
Two Questions1How can I help you help themPlease be specific
2 What ideas do you have for Banyan team training and HR development
THANK YOU
Up-selling for
Food and BeveragePresented by
Aj Scott
April 212011
>
What is ldquogood servicerdquo
Who knows the most about the food and beverage in a restaurant
70 of guests do not know what they will order when the come to a restaurant
It depends on you to make a guest experience even better by suggesting them food and beverages that they will like
It is YOUR responsibility to get the guest to order what is right for them But it should be done discreetly
Suggestive Selling
Increase a guestrsquos original order by giving them suggestions and ideas
This will increase guest satisfaction and average spend
Guests love suggestive selling because
bull It saves them timebull It saves them moneybull It saves them effortbull They get to try new products
Win-Win
We ldquoNOrdquo
ผมขอชารอนแกวหนงครบ
ขอโทษครบ แตของเรามบรการชามะนาวเยน
เทานน
โอเค ผมขอแคชามะนาวไมเอา
นาแขง hellipโอเค ครบ
ด ถก เรวndash ndashค$ณสามารถเลอกรบได)สองอยาง
ดและถก แตไมรวดเรวดและเรว แตไมถกเรวและถก แตไมด
Know Your product
The name and pronunciationThe ingredientsThe method of cookingThe portion sizeThe sauces and sidesThe substitutions
The Opening
Smile Eye Contact Greeting
Build relationship By asking questions
Identify wants and needsWants is something that a guest may like but not need Needs are the essentials
Making the Sales PresentationIdentify the OpportunitiesRecommend dishes or sidesGive the guest choicesDonrsquot pushMention a unique feature of the product
Use Descriptive WordsSpeak with Confidence
ExcellentFreshly
prepared
Delicous
Home made
Really Good
Refreshing Local
Read the body language of the guest not interested then change the recommendations suggest something else
Asking for the Sale
Asking the guest if the would like to order the recommended dish
Reassure the Guest of the Choice they made
Objections
Donrsquot take it Personally if the guest says no to the sale
>
Following Up
Check back after everyone has a chance to take a bite hellipIs the guest satisfied
Thank the guest
Offer slow moving but profitable items
Consider availability
Suggest beverages to go with their meal
Offer House Specials
Offer seconds
Suggest juices and smoothies
Letrsquos Role Play
3 customers team member
You must Up-sell to every customer
Role Play Rules
bull Customers must ask 2 questions about the menuproperty
bull Team members need to make different suggestions to each customer
Upselling for
Front OfficePresented by
Aj Scott
April 212011
>
No I am not
Aj Scott Michael Smith
The Spirit of HospitalityPresented by
Aj Scott
April 2011
>
SCOTT
Activity- IntroductionsIntroducing yourselfIntroduce two people to each other
Hello my name ishellipIrsquom fromhellip
Khun A I would like you to meet Khun B Khun B I would like you to meet Khun A
Different greetings for
1 Families with small children2 Honeymooning couple3 Guest with disabilities4 Seniors5 Women traveling alone
What do guests expect from the staff when they enter a business
ท3าให)แขกได)รบความพ4งพอใจหรอท3าเกนคาดMeet or Exceed Guest Expectation
Professional Appearancebull Maintain a neat professional well groomed appearance ดแลตนเองใหดด แตงกายปราณต สะอาด และเหมาะสมbull Wear a clean proper uniformbull สวมเคร+องแบบถกตอง และสะอาด
What words do you use when talking about Professional
Appearance
ความเปนมตรFriendliness
Friendliness
bull Smile ยม ต)อนรบอยางจรงใจbull Greet guests and co-workers enthusiastically and
bull Every guest has different expectations of what excellent service is and each employee has a unique opportunity to anticipate and meet those expectations
Fill guests request immediately or when they want something done
สนองตอบค3าร)องขอจากแขกทนท และเมอใดกตามทแขกขอ
Make guests feel as if they are your prioritybull ท3าให)แขกมความร)ส4กวา เขาเปนอนดบแรกทเราให)บรการ
Determining Guest Needs
Anticipate and list the potential needs from the groups below
1 Families with small children2 Honeymooning couple3 Guest with disabilities4 Seniors5 Women traveling alone
Activity 2
The supervisor is giving out daily work instructions before being on duty Notice the front office personnel appropriate
body language to indicate his or her understanding Then mark on the checklist
Student A is a supervisor and
Student B is a front office personnel
Activity 2 Checklist
a) Stand straight but not stiff
b) Balance your weight evenly on both feet
c) Your facial expression must match your message
13 Ask questions to confirm understanding
Questioning is very important
Confusion can also occur when it isnrsquot clear what you are asking
whether you are asking for more information or just checking that yoursquove understood what was
said
Ways to ask questions to confirm understanding include lsquoopen endedrsquo questions such as
ldquoSo I print out the address labels first then what do I dordquo
ldquoShould I send the brochures to all the travel agents listed
hererdquo
ldquoSo you want me to store the fruit in the
fridge Is that rightrdquo
I am sorry I do not understanding Can you tell me again
I am sorry Can you explain exactly what you want me to do
Just to be sure you want me tohellip
Exceed Guest ExpectationsbullThe ldquoHometownrdquo newspaperbullFresh Seafood Fruit etcbull5 star service
Sometimes when there is a problem seeking and offering possible solutions to it is very important
Most likely it is the same way as making suggesting
Making suggestion means giving your opinion about what should be done so you often use the same expressions that you use for expressing opinion
4 ขนตอนในการแก)ไขป+ญหาการ)องเรยนของลกค)าFour steps to effectively handle guest complaints
bullรบฟ+งป+ญหา (Listen to the problem)
bullกลาวขอโทษ (Apologize) ความเหนใจEmpathy
bullแก)ไขป+ญหา (Fix the problem)
bullตดตามผล (Follow up)
Role Play Activity
Handling Complaints
Thank youIrsquom sorryhellipI apologize
I empathizehellip
Perhaps we couldhelliporhellip
Is everything to your satisfaction
What are the top 5 complaints from your customers
What are the top 5 complaints from your boss
Activity Itrsquos all about Teamwork and Empathy
Which departmentco-worker should be contacted whenhellip
1 A guest complains that although he used the ldquoDo Not Disturbrsquo sign a room attendant knocked on the door and woke him up
2 A guest complain that cable is out on the TV and hersquos missing the World Cup match
3 The guest complains that their room smells like smoke4 A meeting planner complains the Air Conditioning in the
meeting room is broken
How would you show Empathy Who follows up
Connect all 9 Dots using only 4 straight lines without lifting the ldquopencilrdquo
Connect all 9 Dots using only 4 straight lines without lifting the ldquopencilrdquo
The key comes in realizing that you donrsquot have to stay ldquoinside the boxrdquo
12
3
4
T
E
A
M
ogether
ach
chieves
ore
ldquo I have a dream helliprdquo
Nobody is perfect but a team can
be
Uplift By flying ldquo V rdquo formation the
flock adds 71 to the (each on itrsquos own)
flying range
ldquo I have a dream helliprdquo
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Since service is not something guests can return or exchange their only option is
to complain
bull เพราะงานบรการมใชสงของทแขกจะสามารถคน
หรอเปลยนใหมใด) ดงนนวธเดยวทแขกของเราจะท3าใด)
คอ ค3าบน และ ร)องท$กข
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Additional Pointsขอแนะนา
bull Guests want a total quality experience not isolated pockets of excellence Work together as a team to resolve guest problems and deliver the best service possible
What are guest expectations (6) and how do we satisfy them
Slide 90
Slide 91
รปลกษณทดเปนมออาชพ Professional Appearance
Professional Appearance
Slide 94
ความเปนมตร Friendliness
Friendliness
Slide 97
อธยาศย Courtesy
Courtesy อธยาศย
Slide 100
ความเหนใจ Empathy
Empathy
Slide 103
ความรบผดชอบ Responsiveness
Responsiveness ความรบผดชอบ
Slide 106
ความยดหยน Flexibility
Flexibility ความ ยดหยด
Slide 109
Slide 110
Is the Tourism Industry right for you
Slide 112
Slide 113
Qualities Well Organized Good Strategic Planning Skills
Accommodations sector
Slide 116
Qualities Good with figures stats numbers Punctual Ethical
Slide 118
Slide 119
Qualities Good Problem Solving skills Likes completing projects
Property Management
Slide 122
Qualities SEXY NAUGHTY Bitchy
Slide 124
The Spirit of Hospitality Part 2 Delivering Quality Service
Delivering Quality Guest Service การมอบงานบรการทเปยมคณภา
Slide 127
การอานแขกใหออกแปลวาอะไร What does it mean to lsquoReadrsquo a guest
Slide 129
A few more points ขอแนะนำ
Additional Points ขอเพมเตม
Fill guests request immediately or when they want something d
Determining Guest Needs
Slide 134
Slide 135
Slide 136
Slide 137
Slide 138
Slide 139
Sometimes when there is a problem seeking and offering possibl
4 ขนตอนในการแกไขปญหาการองเรยนของลกคา Four steps to effe (2)
Slide 142
Activity Itrsquos all about Teamwork and Empathy
Slide 144
Connect all 9 Dots using only 4 straight lines without lifting
Connect all 9 Dots using only 4 straight lines without lifting (2)
Slide 147
Slide 148
การพฒนาคณภาพการบรการ Improving Service Quality
Since service is not something guests can return or exchange t
การพฒนาคณภาพการบรการ Improving Service Quality (2)
Additional Points ขอแนะนำ
Yes We Can
Slide 154
Honolulu Hawaii
Slide 156
Slide 157
Slide 158
What are other training ideas for your departmental team member
Work in groups
Cross Departmental Training (Weekly)
Yes We Can (2)
Slide 163
Slide 164
Slide 165
Slide 166
Slide 167
Slide 168
4 ขนตอนในการแก)ไขป+ญหาการ)องเรยนของลกค)าFour steps to effectively handle guest complaints
bullรบฟ+งป+ญหา (Listen to the problem)
bullกลาวขอโทษ (Apologize) ความเหนใจEmpathy
bullแก)ไขป+ญหา (Fix the problem)
bullตดตามผล (Follow up)
Todayrsquos TopicsService Up-selling
F ampB Up-SellingFront Office Up-Selling
Who knows the most about the food beverage and services at the Banyan Resort
Itrsquos You
Guests love suggestive selling because
bull It saves them timebull It saves them moneybull It saves them effortbull They get to try new products
Win-Win
Easier to train new staff
Increased Satisfaction = More money
Services FO FampB
Check List1Have a DETAILED menu or services list for staff (You have the list but do you have the details)
What kind of fish is in the fish cakes
TMI=Too Much Information
Check List2 Have a list of the possible questionsanswers about EACH product
What do you think
FEEDBACK PLEASE
Check List3 Practice Practice Practice with your team
(Repetition builds confidence)
Quiz staff Role PlayChallenge each other
Take the time itrsquos worth it
Lead by ExampleAsk Questions Find Answers
Make it fun
Quiz the staff If they canrsquot tell you the answer in Thai they sure canrsquot tell you in English
Check List
1Have a DETAILED menu or services list for staff
2 Have a list of the possible questionsanswers about EACH product
3 Practice Practice Practice
What do you think
FEEDBACK PLEASE
Help me help you help them
What should I focus on
Up-Selling Food and Beverage
Up-selling Front office
Share your thoughts
Two Questions1How can I help you help themPlease be specific
2 What ideas do you have for Banyan team training and HR development
Letrsquos Role Play
Two teamsFO FampB
CustomersKhun Rong Khun Nid Khun Koi
Team-membersKhun Nicole Khun Chana
Customers Khun Wee Khun Ton Khun Ma
Team-membersKhun Pim Khun Samran
You must Up-sell to every customer
Role Play Rules
bull Customers must ask 2 questions about the menuproperty
bull Team members need to make different suggestions to each customer
How long should a customer wait before they get their order takenBefore they receive their drinksBefore the receive their food
Check List
1Have a DETAILED menu or services list for staff
2 Have a list of the possible questionsanswers about EACH product
3 Practice Practice Practice
What do you think
FEEDBACK PLEASE
Help me help you help them
What should I focus on
Up-Selling Food and Beverage
Up-selling Front office
Share your thoughts
Two Questions1How can I help you help themPlease be specific
2 What ideas do you have for Banyan team training and HR development
THANK YOU
Up-selling for
Food and BeveragePresented by
Aj Scott
April 212011
>
What is ldquogood servicerdquo
Who knows the most about the food and beverage in a restaurant
70 of guests do not know what they will order when the come to a restaurant
It depends on you to make a guest experience even better by suggesting them food and beverages that they will like
It is YOUR responsibility to get the guest to order what is right for them But it should be done discreetly
Suggestive Selling
Increase a guestrsquos original order by giving them suggestions and ideas
This will increase guest satisfaction and average spend
Guests love suggestive selling because
bull It saves them timebull It saves them moneybull It saves them effortbull They get to try new products
Win-Win
We ldquoNOrdquo
ผมขอชารอนแกวหนงครบ
ขอโทษครบ แตของเรามบรการชามะนาวเยน
เทานน
โอเค ผมขอแคชามะนาวไมเอา
นาแขง hellipโอเค ครบ
ด ถก เรวndash ndashค$ณสามารถเลอกรบได)สองอยาง
ดและถก แตไมรวดเรวดและเรว แตไมถกเรวและถก แตไมด
Know Your product
The name and pronunciationThe ingredientsThe method of cookingThe portion sizeThe sauces and sidesThe substitutions
The Opening
Smile Eye Contact Greeting
Build relationship By asking questions
Identify wants and needsWants is something that a guest may like but not need Needs are the essentials
Making the Sales PresentationIdentify the OpportunitiesRecommend dishes or sidesGive the guest choicesDonrsquot pushMention a unique feature of the product
Use Descriptive WordsSpeak with Confidence
ExcellentFreshly
prepared
Delicous
Home made
Really Good
Refreshing Local
Read the body language of the guest not interested then change the recommendations suggest something else
Asking for the Sale
Asking the guest if the would like to order the recommended dish
Reassure the Guest of the Choice they made
Objections
Donrsquot take it Personally if the guest says no to the sale
>
Following Up
Check back after everyone has a chance to take a bite hellipIs the guest satisfied
Thank the guest
Offer slow moving but profitable items
Consider availability
Suggest beverages to go with their meal
Offer House Specials
Offer seconds
Suggest juices and smoothies
Letrsquos Role Play
3 customers team member
You must Up-sell to every customer
Role Play Rules
bull Customers must ask 2 questions about the menuproperty
bull Team members need to make different suggestions to each customer
Upselling for
Front OfficePresented by
Aj Scott
April 212011
>
No I am not
Aj Scott Michael Smith
The Spirit of HospitalityPresented by
Aj Scott
April 2011
>
SCOTT
Activity- IntroductionsIntroducing yourselfIntroduce two people to each other
Hello my name ishellipIrsquom fromhellip
Khun A I would like you to meet Khun B Khun B I would like you to meet Khun A
Different greetings for
1 Families with small children2 Honeymooning couple3 Guest with disabilities4 Seniors5 Women traveling alone
What do guests expect from the staff when they enter a business
ท3าให)แขกได)รบความพ4งพอใจหรอท3าเกนคาดMeet or Exceed Guest Expectation
Professional Appearancebull Maintain a neat professional well groomed appearance ดแลตนเองใหดด แตงกายปราณต สะอาด และเหมาะสมbull Wear a clean proper uniformbull สวมเคร+องแบบถกตอง และสะอาด
What words do you use when talking about Professional
Appearance
ความเปนมตรFriendliness
Friendliness
bull Smile ยม ต)อนรบอยางจรงใจbull Greet guests and co-workers enthusiastically and
bull Every guest has different expectations of what excellent service is and each employee has a unique opportunity to anticipate and meet those expectations
Fill guests request immediately or when they want something done
สนองตอบค3าร)องขอจากแขกทนท และเมอใดกตามทแขกขอ
Make guests feel as if they are your prioritybull ท3าให)แขกมความร)ส4กวา เขาเปนอนดบแรกทเราให)บรการ
Determining Guest Needs
Anticipate and list the potential needs from the groups below
1 Families with small children2 Honeymooning couple3 Guest with disabilities4 Seniors5 Women traveling alone
Activity 2
The supervisor is giving out daily work instructions before being on duty Notice the front office personnel appropriate
body language to indicate his or her understanding Then mark on the checklist
Student A is a supervisor and
Student B is a front office personnel
Activity 2 Checklist
a) Stand straight but not stiff
b) Balance your weight evenly on both feet
c) Your facial expression must match your message
13 Ask questions to confirm understanding
Questioning is very important
Confusion can also occur when it isnrsquot clear what you are asking
whether you are asking for more information or just checking that yoursquove understood what was
said
Ways to ask questions to confirm understanding include lsquoopen endedrsquo questions such as
ldquoSo I print out the address labels first then what do I dordquo
ldquoShould I send the brochures to all the travel agents listed
hererdquo
ldquoSo you want me to store the fruit in the
fridge Is that rightrdquo
I am sorry I do not understanding Can you tell me again
I am sorry Can you explain exactly what you want me to do
Just to be sure you want me tohellip
Exceed Guest ExpectationsbullThe ldquoHometownrdquo newspaperbullFresh Seafood Fruit etcbull5 star service
Sometimes when there is a problem seeking and offering possible solutions to it is very important
Most likely it is the same way as making suggesting
Making suggestion means giving your opinion about what should be done so you often use the same expressions that you use for expressing opinion
4 ขนตอนในการแก)ไขป+ญหาการ)องเรยนของลกค)าFour steps to effectively handle guest complaints
bullรบฟ+งป+ญหา (Listen to the problem)
bullกลาวขอโทษ (Apologize) ความเหนใจEmpathy
bullแก)ไขป+ญหา (Fix the problem)
bullตดตามผล (Follow up)
Role Play Activity
Handling Complaints
Thank youIrsquom sorryhellipI apologize
I empathizehellip
Perhaps we couldhelliporhellip
Is everything to your satisfaction
What are the top 5 complaints from your customers
What are the top 5 complaints from your boss
Activity Itrsquos all about Teamwork and Empathy
Which departmentco-worker should be contacted whenhellip
1 A guest complains that although he used the ldquoDo Not Disturbrsquo sign a room attendant knocked on the door and woke him up
2 A guest complain that cable is out on the TV and hersquos missing the World Cup match
3 The guest complains that their room smells like smoke4 A meeting planner complains the Air Conditioning in the
meeting room is broken
How would you show Empathy Who follows up
Connect all 9 Dots using only 4 straight lines without lifting the ldquopencilrdquo
Connect all 9 Dots using only 4 straight lines without lifting the ldquopencilrdquo
The key comes in realizing that you donrsquot have to stay ldquoinside the boxrdquo
12
3
4
T
E
A
M
ogether
ach
chieves
ore
ldquo I have a dream helliprdquo
Nobody is perfect but a team can
be
Uplift By flying ldquo V rdquo formation the
flock adds 71 to the (each on itrsquos own)
flying range
ldquo I have a dream helliprdquo
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Since service is not something guests can return or exchange their only option is
to complain
bull เพราะงานบรการมใชสงของทแขกจะสามารถคน
หรอเปลยนใหมใด) ดงนนวธเดยวทแขกของเราจะท3าใด)
คอ ค3าบน และ ร)องท$กข
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Additional Pointsขอแนะนา
bull Guests want a total quality experience not isolated pockets of excellence Work together as a team to resolve guest problems and deliver the best service possible
What are guest expectations (6) and how do we satisfy them
Slide 90
Slide 91
รปลกษณทดเปนมออาชพ Professional Appearance
Professional Appearance
Slide 94
ความเปนมตร Friendliness
Friendliness
Slide 97
อธยาศย Courtesy
Courtesy อธยาศย
Slide 100
ความเหนใจ Empathy
Empathy
Slide 103
ความรบผดชอบ Responsiveness
Responsiveness ความรบผดชอบ
Slide 106
ความยดหยน Flexibility
Flexibility ความ ยดหยด
Slide 109
Slide 110
Is the Tourism Industry right for you
Slide 112
Slide 113
Qualities Well Organized Good Strategic Planning Skills
Accommodations sector
Slide 116
Qualities Good with figures stats numbers Punctual Ethical
Slide 118
Slide 119
Qualities Good Problem Solving skills Likes completing projects
Property Management
Slide 122
Qualities SEXY NAUGHTY Bitchy
Slide 124
The Spirit of Hospitality Part 2 Delivering Quality Service
Delivering Quality Guest Service การมอบงานบรการทเปยมคณภา
Slide 127
การอานแขกใหออกแปลวาอะไร What does it mean to lsquoReadrsquo a guest
Slide 129
A few more points ขอแนะนำ
Additional Points ขอเพมเตม
Fill guests request immediately or when they want something d
Determining Guest Needs
Slide 134
Slide 135
Slide 136
Slide 137
Slide 138
Slide 139
Sometimes when there is a problem seeking and offering possibl
4 ขนตอนในการแกไขปญหาการองเรยนของลกคา Four steps to effe (2)
Slide 142
Activity Itrsquos all about Teamwork and Empathy
Slide 144
Connect all 9 Dots using only 4 straight lines without lifting
Connect all 9 Dots using only 4 straight lines without lifting (2)
Slide 147
Slide 148
การพฒนาคณภาพการบรการ Improving Service Quality
Since service is not something guests can return or exchange t
การพฒนาคณภาพการบรการ Improving Service Quality (2)
Additional Points ขอแนะนำ
Yes We Can
Slide 154
Honolulu Hawaii
Slide 156
Slide 157
Slide 158
What are other training ideas for your departmental team member
Work in groups
Cross Departmental Training (Weekly)
Yes We Can (2)
Slide 163
Slide 164
Slide 165
Slide 166
Slide 167
Slide 168
Todayrsquos TopicsService Up-selling
F ampB Up-SellingFront Office Up-Selling
Who knows the most about the food beverage and services at the Banyan Resort
Itrsquos You
Guests love suggestive selling because
bull It saves them timebull It saves them moneybull It saves them effortbull They get to try new products
Win-Win
Easier to train new staff
Increased Satisfaction = More money
Services FO FampB
Check List1Have a DETAILED menu or services list for staff (You have the list but do you have the details)
What kind of fish is in the fish cakes
TMI=Too Much Information
Check List2 Have a list of the possible questionsanswers about EACH product
What do you think
FEEDBACK PLEASE
Check List3 Practice Practice Practice with your team
(Repetition builds confidence)
Quiz staff Role PlayChallenge each other
Take the time itrsquos worth it
Lead by ExampleAsk Questions Find Answers
Make it fun
Quiz the staff If they canrsquot tell you the answer in Thai they sure canrsquot tell you in English
Check List
1Have a DETAILED menu or services list for staff
2 Have a list of the possible questionsanswers about EACH product
3 Practice Practice Practice
What do you think
FEEDBACK PLEASE
Help me help you help them
What should I focus on
Up-Selling Food and Beverage
Up-selling Front office
Share your thoughts
Two Questions1How can I help you help themPlease be specific
2 What ideas do you have for Banyan team training and HR development
Letrsquos Role Play
Two teamsFO FampB
CustomersKhun Rong Khun Nid Khun Koi
Team-membersKhun Nicole Khun Chana
Customers Khun Wee Khun Ton Khun Ma
Team-membersKhun Pim Khun Samran
You must Up-sell to every customer
Role Play Rules
bull Customers must ask 2 questions about the menuproperty
bull Team members need to make different suggestions to each customer
How long should a customer wait before they get their order takenBefore they receive their drinksBefore the receive their food
Check List
1Have a DETAILED menu or services list for staff
2 Have a list of the possible questionsanswers about EACH product
3 Practice Practice Practice
What do you think
FEEDBACK PLEASE
Help me help you help them
What should I focus on
Up-Selling Food and Beverage
Up-selling Front office
Share your thoughts
Two Questions1How can I help you help themPlease be specific
2 What ideas do you have for Banyan team training and HR development
THANK YOU
Up-selling for
Food and BeveragePresented by
Aj Scott
April 212011
>
What is ldquogood servicerdquo
Who knows the most about the food and beverage in a restaurant
70 of guests do not know what they will order when the come to a restaurant
It depends on you to make a guest experience even better by suggesting them food and beverages that they will like
It is YOUR responsibility to get the guest to order what is right for them But it should be done discreetly
Suggestive Selling
Increase a guestrsquos original order by giving them suggestions and ideas
This will increase guest satisfaction and average spend
Guests love suggestive selling because
bull It saves them timebull It saves them moneybull It saves them effortbull They get to try new products
Win-Win
We ldquoNOrdquo
ผมขอชารอนแกวหนงครบ
ขอโทษครบ แตของเรามบรการชามะนาวเยน
เทานน
โอเค ผมขอแคชามะนาวไมเอา
นาแขง hellipโอเค ครบ
ด ถก เรวndash ndashค$ณสามารถเลอกรบได)สองอยาง
ดและถก แตไมรวดเรวดและเรว แตไมถกเรวและถก แตไมด
Know Your product
The name and pronunciationThe ingredientsThe method of cookingThe portion sizeThe sauces and sidesThe substitutions
The Opening
Smile Eye Contact Greeting
Build relationship By asking questions
Identify wants and needsWants is something that a guest may like but not need Needs are the essentials
Making the Sales PresentationIdentify the OpportunitiesRecommend dishes or sidesGive the guest choicesDonrsquot pushMention a unique feature of the product
Use Descriptive WordsSpeak with Confidence
ExcellentFreshly
prepared
Delicous
Home made
Really Good
Refreshing Local
Read the body language of the guest not interested then change the recommendations suggest something else
Asking for the Sale
Asking the guest if the would like to order the recommended dish
Reassure the Guest of the Choice they made
Objections
Donrsquot take it Personally if the guest says no to the sale
>
Following Up
Check back after everyone has a chance to take a bite hellipIs the guest satisfied
Thank the guest
Offer slow moving but profitable items
Consider availability
Suggest beverages to go with their meal
Offer House Specials
Offer seconds
Suggest juices and smoothies
Letrsquos Role Play
3 customers team member
You must Up-sell to every customer
Role Play Rules
bull Customers must ask 2 questions about the menuproperty
bull Team members need to make different suggestions to each customer
Upselling for
Front OfficePresented by
Aj Scott
April 212011
>
No I am not
Aj Scott Michael Smith
The Spirit of HospitalityPresented by
Aj Scott
April 2011
>
SCOTT
Activity- IntroductionsIntroducing yourselfIntroduce two people to each other
Hello my name ishellipIrsquom fromhellip
Khun A I would like you to meet Khun B Khun B I would like you to meet Khun A
Different greetings for
1 Families with small children2 Honeymooning couple3 Guest with disabilities4 Seniors5 Women traveling alone
What do guests expect from the staff when they enter a business
ท3าให)แขกได)รบความพ4งพอใจหรอท3าเกนคาดMeet or Exceed Guest Expectation
Professional Appearancebull Maintain a neat professional well groomed appearance ดแลตนเองใหดด แตงกายปราณต สะอาด และเหมาะสมbull Wear a clean proper uniformbull สวมเคร+องแบบถกตอง และสะอาด
What words do you use when talking about Professional
Appearance
ความเปนมตรFriendliness
Friendliness
bull Smile ยม ต)อนรบอยางจรงใจbull Greet guests and co-workers enthusiastically and
bull Every guest has different expectations of what excellent service is and each employee has a unique opportunity to anticipate and meet those expectations
Fill guests request immediately or when they want something done
สนองตอบค3าร)องขอจากแขกทนท และเมอใดกตามทแขกขอ
Make guests feel as if they are your prioritybull ท3าให)แขกมความร)ส4กวา เขาเปนอนดบแรกทเราให)บรการ
Determining Guest Needs
Anticipate and list the potential needs from the groups below
1 Families with small children2 Honeymooning couple3 Guest with disabilities4 Seniors5 Women traveling alone
Activity 2
The supervisor is giving out daily work instructions before being on duty Notice the front office personnel appropriate
body language to indicate his or her understanding Then mark on the checklist
Student A is a supervisor and
Student B is a front office personnel
Activity 2 Checklist
a) Stand straight but not stiff
b) Balance your weight evenly on both feet
c) Your facial expression must match your message
13 Ask questions to confirm understanding
Questioning is very important
Confusion can also occur when it isnrsquot clear what you are asking
whether you are asking for more information or just checking that yoursquove understood what was
said
Ways to ask questions to confirm understanding include lsquoopen endedrsquo questions such as
ldquoSo I print out the address labels first then what do I dordquo
ldquoShould I send the brochures to all the travel agents listed
hererdquo
ldquoSo you want me to store the fruit in the
fridge Is that rightrdquo
I am sorry I do not understanding Can you tell me again
I am sorry Can you explain exactly what you want me to do
Just to be sure you want me tohellip
Exceed Guest ExpectationsbullThe ldquoHometownrdquo newspaperbullFresh Seafood Fruit etcbull5 star service
Sometimes when there is a problem seeking and offering possible solutions to it is very important
Most likely it is the same way as making suggesting
Making suggestion means giving your opinion about what should be done so you often use the same expressions that you use for expressing opinion
4 ขนตอนในการแก)ไขป+ญหาการ)องเรยนของลกค)าFour steps to effectively handle guest complaints
bullรบฟ+งป+ญหา (Listen to the problem)
bullกลาวขอโทษ (Apologize) ความเหนใจEmpathy
bullแก)ไขป+ญหา (Fix the problem)
bullตดตามผล (Follow up)
Role Play Activity
Handling Complaints
Thank youIrsquom sorryhellipI apologize
I empathizehellip
Perhaps we couldhelliporhellip
Is everything to your satisfaction
What are the top 5 complaints from your customers
What are the top 5 complaints from your boss
Activity Itrsquos all about Teamwork and Empathy
Which departmentco-worker should be contacted whenhellip
1 A guest complains that although he used the ldquoDo Not Disturbrsquo sign a room attendant knocked on the door and woke him up
2 A guest complain that cable is out on the TV and hersquos missing the World Cup match
3 The guest complains that their room smells like smoke4 A meeting planner complains the Air Conditioning in the
meeting room is broken
How would you show Empathy Who follows up
Connect all 9 Dots using only 4 straight lines without lifting the ldquopencilrdquo
Connect all 9 Dots using only 4 straight lines without lifting the ldquopencilrdquo
The key comes in realizing that you donrsquot have to stay ldquoinside the boxrdquo
12
3
4
T
E
A
M
ogether
ach
chieves
ore
ldquo I have a dream helliprdquo
Nobody is perfect but a team can
be
Uplift By flying ldquo V rdquo formation the
flock adds 71 to the (each on itrsquos own)
flying range
ldquo I have a dream helliprdquo
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Since service is not something guests can return or exchange their only option is
to complain
bull เพราะงานบรการมใชสงของทแขกจะสามารถคน
หรอเปลยนใหมใด) ดงนนวธเดยวทแขกของเราจะท3าใด)
คอ ค3าบน และ ร)องท$กข
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Additional Pointsขอแนะนา
bull Guests want a total quality experience not isolated pockets of excellence Work together as a team to resolve guest problems and deliver the best service possible
What are guest expectations (6) and how do we satisfy them
Slide 90
Slide 91
รปลกษณทดเปนมออาชพ Professional Appearance
Professional Appearance
Slide 94
ความเปนมตร Friendliness
Friendliness
Slide 97
อธยาศย Courtesy
Courtesy อธยาศย
Slide 100
ความเหนใจ Empathy
Empathy
Slide 103
ความรบผดชอบ Responsiveness
Responsiveness ความรบผดชอบ
Slide 106
ความยดหยน Flexibility
Flexibility ความ ยดหยด
Slide 109
Slide 110
Is the Tourism Industry right for you
Slide 112
Slide 113
Qualities Well Organized Good Strategic Planning Skills
Accommodations sector
Slide 116
Qualities Good with figures stats numbers Punctual Ethical
Slide 118
Slide 119
Qualities Good Problem Solving skills Likes completing projects
Property Management
Slide 122
Qualities SEXY NAUGHTY Bitchy
Slide 124
The Spirit of Hospitality Part 2 Delivering Quality Service
Delivering Quality Guest Service การมอบงานบรการทเปยมคณภา
Slide 127
การอานแขกใหออกแปลวาอะไร What does it mean to lsquoReadrsquo a guest
Slide 129
A few more points ขอแนะนำ
Additional Points ขอเพมเตม
Fill guests request immediately or when they want something d
Determining Guest Needs
Slide 134
Slide 135
Slide 136
Slide 137
Slide 138
Slide 139
Sometimes when there is a problem seeking and offering possibl
4 ขนตอนในการแกไขปญหาการองเรยนของลกคา Four steps to effe (2)
Slide 142
Activity Itrsquos all about Teamwork and Empathy
Slide 144
Connect all 9 Dots using only 4 straight lines without lifting
Connect all 9 Dots using only 4 straight lines without lifting (2)
Slide 147
Slide 148
การพฒนาคณภาพการบรการ Improving Service Quality
Since service is not something guests can return or exchange t
การพฒนาคณภาพการบรการ Improving Service Quality (2)
Additional Points ขอแนะนำ
Yes We Can
Slide 154
Honolulu Hawaii
Slide 156
Slide 157
Slide 158
What are other training ideas for your departmental team member
Work in groups
Cross Departmental Training (Weekly)
Yes We Can (2)
Slide 163
Slide 164
Slide 165
Slide 166
Slide 167
Slide 168
Who knows the most about the food beverage and services at the Banyan Resort
Itrsquos You
Guests love suggestive selling because
bull It saves them timebull It saves them moneybull It saves them effortbull They get to try new products
Win-Win
Easier to train new staff
Increased Satisfaction = More money
Services FO FampB
Check List1Have a DETAILED menu or services list for staff (You have the list but do you have the details)
What kind of fish is in the fish cakes
TMI=Too Much Information
Check List2 Have a list of the possible questionsanswers about EACH product
What do you think
FEEDBACK PLEASE
Check List3 Practice Practice Practice with your team
(Repetition builds confidence)
Quiz staff Role PlayChallenge each other
Take the time itrsquos worth it
Lead by ExampleAsk Questions Find Answers
Make it fun
Quiz the staff If they canrsquot tell you the answer in Thai they sure canrsquot tell you in English
Check List
1Have a DETAILED menu or services list for staff
2 Have a list of the possible questionsanswers about EACH product
3 Practice Practice Practice
What do you think
FEEDBACK PLEASE
Help me help you help them
What should I focus on
Up-Selling Food and Beverage
Up-selling Front office
Share your thoughts
Two Questions1How can I help you help themPlease be specific
2 What ideas do you have for Banyan team training and HR development
Letrsquos Role Play
Two teamsFO FampB
CustomersKhun Rong Khun Nid Khun Koi
Team-membersKhun Nicole Khun Chana
Customers Khun Wee Khun Ton Khun Ma
Team-membersKhun Pim Khun Samran
You must Up-sell to every customer
Role Play Rules
bull Customers must ask 2 questions about the menuproperty
bull Team members need to make different suggestions to each customer
How long should a customer wait before they get their order takenBefore they receive their drinksBefore the receive their food
Check List
1Have a DETAILED menu or services list for staff
2 Have a list of the possible questionsanswers about EACH product
3 Practice Practice Practice
What do you think
FEEDBACK PLEASE
Help me help you help them
What should I focus on
Up-Selling Food and Beverage
Up-selling Front office
Share your thoughts
Two Questions1How can I help you help themPlease be specific
2 What ideas do you have for Banyan team training and HR development
THANK YOU
Up-selling for
Food and BeveragePresented by
Aj Scott
April 212011
>
What is ldquogood servicerdquo
Who knows the most about the food and beverage in a restaurant
70 of guests do not know what they will order when the come to a restaurant
It depends on you to make a guest experience even better by suggesting them food and beverages that they will like
It is YOUR responsibility to get the guest to order what is right for them But it should be done discreetly
Suggestive Selling
Increase a guestrsquos original order by giving them suggestions and ideas
This will increase guest satisfaction and average spend
Guests love suggestive selling because
bull It saves them timebull It saves them moneybull It saves them effortbull They get to try new products
Win-Win
We ldquoNOrdquo
ผมขอชารอนแกวหนงครบ
ขอโทษครบ แตของเรามบรการชามะนาวเยน
เทานน
โอเค ผมขอแคชามะนาวไมเอา
นาแขง hellipโอเค ครบ
ด ถก เรวndash ndashค$ณสามารถเลอกรบได)สองอยาง
ดและถก แตไมรวดเรวดและเรว แตไมถกเรวและถก แตไมด
Know Your product
The name and pronunciationThe ingredientsThe method of cookingThe portion sizeThe sauces and sidesThe substitutions
The Opening
Smile Eye Contact Greeting
Build relationship By asking questions
Identify wants and needsWants is something that a guest may like but not need Needs are the essentials
Making the Sales PresentationIdentify the OpportunitiesRecommend dishes or sidesGive the guest choicesDonrsquot pushMention a unique feature of the product
Use Descriptive WordsSpeak with Confidence
ExcellentFreshly
prepared
Delicous
Home made
Really Good
Refreshing Local
Read the body language of the guest not interested then change the recommendations suggest something else
Asking for the Sale
Asking the guest if the would like to order the recommended dish
Reassure the Guest of the Choice they made
Objections
Donrsquot take it Personally if the guest says no to the sale
>
Following Up
Check back after everyone has a chance to take a bite hellipIs the guest satisfied
Thank the guest
Offer slow moving but profitable items
Consider availability
Suggest beverages to go with their meal
Offer House Specials
Offer seconds
Suggest juices and smoothies
Letrsquos Role Play
3 customers team member
You must Up-sell to every customer
Role Play Rules
bull Customers must ask 2 questions about the menuproperty
bull Team members need to make different suggestions to each customer
Upselling for
Front OfficePresented by
Aj Scott
April 212011
>
No I am not
Aj Scott Michael Smith
The Spirit of HospitalityPresented by
Aj Scott
April 2011
>
SCOTT
Activity- IntroductionsIntroducing yourselfIntroduce two people to each other
Hello my name ishellipIrsquom fromhellip
Khun A I would like you to meet Khun B Khun B I would like you to meet Khun A
Different greetings for
1 Families with small children2 Honeymooning couple3 Guest with disabilities4 Seniors5 Women traveling alone
What do guests expect from the staff when they enter a business
ท3าให)แขกได)รบความพ4งพอใจหรอท3าเกนคาดMeet or Exceed Guest Expectation
Professional Appearancebull Maintain a neat professional well groomed appearance ดแลตนเองใหดด แตงกายปราณต สะอาด และเหมาะสมbull Wear a clean proper uniformbull สวมเคร+องแบบถกตอง และสะอาด
What words do you use when talking about Professional
Appearance
ความเปนมตรFriendliness
Friendliness
bull Smile ยม ต)อนรบอยางจรงใจbull Greet guests and co-workers enthusiastically and
bull Every guest has different expectations of what excellent service is and each employee has a unique opportunity to anticipate and meet those expectations
Fill guests request immediately or when they want something done
สนองตอบค3าร)องขอจากแขกทนท และเมอใดกตามทแขกขอ
Make guests feel as if they are your prioritybull ท3าให)แขกมความร)ส4กวา เขาเปนอนดบแรกทเราให)บรการ
Determining Guest Needs
Anticipate and list the potential needs from the groups below
1 Families with small children2 Honeymooning couple3 Guest with disabilities4 Seniors5 Women traveling alone
Activity 2
The supervisor is giving out daily work instructions before being on duty Notice the front office personnel appropriate
body language to indicate his or her understanding Then mark on the checklist
Student A is a supervisor and
Student B is a front office personnel
Activity 2 Checklist
a) Stand straight but not stiff
b) Balance your weight evenly on both feet
c) Your facial expression must match your message
13 Ask questions to confirm understanding
Questioning is very important
Confusion can also occur when it isnrsquot clear what you are asking
whether you are asking for more information or just checking that yoursquove understood what was
said
Ways to ask questions to confirm understanding include lsquoopen endedrsquo questions such as
ldquoSo I print out the address labels first then what do I dordquo
ldquoShould I send the brochures to all the travel agents listed
hererdquo
ldquoSo you want me to store the fruit in the
fridge Is that rightrdquo
I am sorry I do not understanding Can you tell me again
I am sorry Can you explain exactly what you want me to do
Just to be sure you want me tohellip
Exceed Guest ExpectationsbullThe ldquoHometownrdquo newspaperbullFresh Seafood Fruit etcbull5 star service
Sometimes when there is a problem seeking and offering possible solutions to it is very important
Most likely it is the same way as making suggesting
Making suggestion means giving your opinion about what should be done so you often use the same expressions that you use for expressing opinion
4 ขนตอนในการแก)ไขป+ญหาการ)องเรยนของลกค)าFour steps to effectively handle guest complaints
bullรบฟ+งป+ญหา (Listen to the problem)
bullกลาวขอโทษ (Apologize) ความเหนใจEmpathy
bullแก)ไขป+ญหา (Fix the problem)
bullตดตามผล (Follow up)
Role Play Activity
Handling Complaints
Thank youIrsquom sorryhellipI apologize
I empathizehellip
Perhaps we couldhelliporhellip
Is everything to your satisfaction
What are the top 5 complaints from your customers
What are the top 5 complaints from your boss
Activity Itrsquos all about Teamwork and Empathy
Which departmentco-worker should be contacted whenhellip
1 A guest complains that although he used the ldquoDo Not Disturbrsquo sign a room attendant knocked on the door and woke him up
2 A guest complain that cable is out on the TV and hersquos missing the World Cup match
3 The guest complains that their room smells like smoke4 A meeting planner complains the Air Conditioning in the
meeting room is broken
How would you show Empathy Who follows up
Connect all 9 Dots using only 4 straight lines without lifting the ldquopencilrdquo
Connect all 9 Dots using only 4 straight lines without lifting the ldquopencilrdquo
The key comes in realizing that you donrsquot have to stay ldquoinside the boxrdquo
12
3
4
T
E
A
M
ogether
ach
chieves
ore
ldquo I have a dream helliprdquo
Nobody is perfect but a team can
be
Uplift By flying ldquo V rdquo formation the
flock adds 71 to the (each on itrsquos own)
flying range
ldquo I have a dream helliprdquo
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Since service is not something guests can return or exchange their only option is
to complain
bull เพราะงานบรการมใชสงของทแขกจะสามารถคน
หรอเปลยนใหมใด) ดงนนวธเดยวทแขกของเราจะท3าใด)
คอ ค3าบน และ ร)องท$กข
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Additional Pointsขอแนะนา
bull Guests want a total quality experience not isolated pockets of excellence Work together as a team to resolve guest problems and deliver the best service possible
What are guest expectations (6) and how do we satisfy them
Slide 90
Slide 91
รปลกษณทดเปนมออาชพ Professional Appearance
Professional Appearance
Slide 94
ความเปนมตร Friendliness
Friendliness
Slide 97
อธยาศย Courtesy
Courtesy อธยาศย
Slide 100
ความเหนใจ Empathy
Empathy
Slide 103
ความรบผดชอบ Responsiveness
Responsiveness ความรบผดชอบ
Slide 106
ความยดหยน Flexibility
Flexibility ความ ยดหยด
Slide 109
Slide 110
Is the Tourism Industry right for you
Slide 112
Slide 113
Qualities Well Organized Good Strategic Planning Skills
Accommodations sector
Slide 116
Qualities Good with figures stats numbers Punctual Ethical
Slide 118
Slide 119
Qualities Good Problem Solving skills Likes completing projects
Property Management
Slide 122
Qualities SEXY NAUGHTY Bitchy
Slide 124
The Spirit of Hospitality Part 2 Delivering Quality Service
Delivering Quality Guest Service การมอบงานบรการทเปยมคณภา
Slide 127
การอานแขกใหออกแปลวาอะไร What does it mean to lsquoReadrsquo a guest
Slide 129
A few more points ขอแนะนำ
Additional Points ขอเพมเตม
Fill guests request immediately or when they want something d
Determining Guest Needs
Slide 134
Slide 135
Slide 136
Slide 137
Slide 138
Slide 139
Sometimes when there is a problem seeking and offering possibl
4 ขนตอนในการแกไขปญหาการองเรยนของลกคา Four steps to effe (2)
Slide 142
Activity Itrsquos all about Teamwork and Empathy
Slide 144
Connect all 9 Dots using only 4 straight lines without lifting
Connect all 9 Dots using only 4 straight lines without lifting (2)
Slide 147
Slide 148
การพฒนาคณภาพการบรการ Improving Service Quality
Since service is not something guests can return or exchange t
การพฒนาคณภาพการบรการ Improving Service Quality (2)
Additional Points ขอแนะนำ
Yes We Can
Slide 154
Honolulu Hawaii
Slide 156
Slide 157
Slide 158
What are other training ideas for your departmental team member
Work in groups
Cross Departmental Training (Weekly)
Yes We Can (2)
Slide 163
Slide 164
Slide 165
Slide 166
Slide 167
Slide 168
Itrsquos You
Guests love suggestive selling because
bull It saves them timebull It saves them moneybull It saves them effortbull They get to try new products
Win-Win
Easier to train new staff
Increased Satisfaction = More money
Services FO FampB
Check List1Have a DETAILED menu or services list for staff (You have the list but do you have the details)
What kind of fish is in the fish cakes
TMI=Too Much Information
Check List2 Have a list of the possible questionsanswers about EACH product
What do you think
FEEDBACK PLEASE
Check List3 Practice Practice Practice with your team
(Repetition builds confidence)
Quiz staff Role PlayChallenge each other
Take the time itrsquos worth it
Lead by ExampleAsk Questions Find Answers
Make it fun
Quiz the staff If they canrsquot tell you the answer in Thai they sure canrsquot tell you in English
Check List
1Have a DETAILED menu or services list for staff
2 Have a list of the possible questionsanswers about EACH product
3 Practice Practice Practice
What do you think
FEEDBACK PLEASE
Help me help you help them
What should I focus on
Up-Selling Food and Beverage
Up-selling Front office
Share your thoughts
Two Questions1How can I help you help themPlease be specific
2 What ideas do you have for Banyan team training and HR development
Letrsquos Role Play
Two teamsFO FampB
CustomersKhun Rong Khun Nid Khun Koi
Team-membersKhun Nicole Khun Chana
Customers Khun Wee Khun Ton Khun Ma
Team-membersKhun Pim Khun Samran
You must Up-sell to every customer
Role Play Rules
bull Customers must ask 2 questions about the menuproperty
bull Team members need to make different suggestions to each customer
How long should a customer wait before they get their order takenBefore they receive their drinksBefore the receive their food
Check List
1Have a DETAILED menu or services list for staff
2 Have a list of the possible questionsanswers about EACH product
3 Practice Practice Practice
What do you think
FEEDBACK PLEASE
Help me help you help them
What should I focus on
Up-Selling Food and Beverage
Up-selling Front office
Share your thoughts
Two Questions1How can I help you help themPlease be specific
2 What ideas do you have for Banyan team training and HR development
THANK YOU
Up-selling for
Food and BeveragePresented by
Aj Scott
April 212011
>
What is ldquogood servicerdquo
Who knows the most about the food and beverage in a restaurant
70 of guests do not know what they will order when the come to a restaurant
It depends on you to make a guest experience even better by suggesting them food and beverages that they will like
It is YOUR responsibility to get the guest to order what is right for them But it should be done discreetly
Suggestive Selling
Increase a guestrsquos original order by giving them suggestions and ideas
This will increase guest satisfaction and average spend
Guests love suggestive selling because
bull It saves them timebull It saves them moneybull It saves them effortbull They get to try new products
Win-Win
We ldquoNOrdquo
ผมขอชารอนแกวหนงครบ
ขอโทษครบ แตของเรามบรการชามะนาวเยน
เทานน
โอเค ผมขอแคชามะนาวไมเอา
นาแขง hellipโอเค ครบ
ด ถก เรวndash ndashค$ณสามารถเลอกรบได)สองอยาง
ดและถก แตไมรวดเรวดและเรว แตไมถกเรวและถก แตไมด
Know Your product
The name and pronunciationThe ingredientsThe method of cookingThe portion sizeThe sauces and sidesThe substitutions
The Opening
Smile Eye Contact Greeting
Build relationship By asking questions
Identify wants and needsWants is something that a guest may like but not need Needs are the essentials
Making the Sales PresentationIdentify the OpportunitiesRecommend dishes or sidesGive the guest choicesDonrsquot pushMention a unique feature of the product
Use Descriptive WordsSpeak with Confidence
ExcellentFreshly
prepared
Delicous
Home made
Really Good
Refreshing Local
Read the body language of the guest not interested then change the recommendations suggest something else
Asking for the Sale
Asking the guest if the would like to order the recommended dish
Reassure the Guest of the Choice they made
Objections
Donrsquot take it Personally if the guest says no to the sale
>
Following Up
Check back after everyone has a chance to take a bite hellipIs the guest satisfied
Thank the guest
Offer slow moving but profitable items
Consider availability
Suggest beverages to go with their meal
Offer House Specials
Offer seconds
Suggest juices and smoothies
Letrsquos Role Play
3 customers team member
You must Up-sell to every customer
Role Play Rules
bull Customers must ask 2 questions about the menuproperty
bull Team members need to make different suggestions to each customer
Upselling for
Front OfficePresented by
Aj Scott
April 212011
>
No I am not
Aj Scott Michael Smith
The Spirit of HospitalityPresented by
Aj Scott
April 2011
>
SCOTT
Activity- IntroductionsIntroducing yourselfIntroduce two people to each other
Hello my name ishellipIrsquom fromhellip
Khun A I would like you to meet Khun B Khun B I would like you to meet Khun A
Different greetings for
1 Families with small children2 Honeymooning couple3 Guest with disabilities4 Seniors5 Women traveling alone
What do guests expect from the staff when they enter a business
ท3าให)แขกได)รบความพ4งพอใจหรอท3าเกนคาดMeet or Exceed Guest Expectation
Professional Appearancebull Maintain a neat professional well groomed appearance ดแลตนเองใหดด แตงกายปราณต สะอาด และเหมาะสมbull Wear a clean proper uniformbull สวมเคร+องแบบถกตอง และสะอาด
What words do you use when talking about Professional
Appearance
ความเปนมตรFriendliness
Friendliness
bull Smile ยม ต)อนรบอยางจรงใจbull Greet guests and co-workers enthusiastically and
bull Every guest has different expectations of what excellent service is and each employee has a unique opportunity to anticipate and meet those expectations
Fill guests request immediately or when they want something done
สนองตอบค3าร)องขอจากแขกทนท และเมอใดกตามทแขกขอ
Make guests feel as if they are your prioritybull ท3าให)แขกมความร)ส4กวา เขาเปนอนดบแรกทเราให)บรการ
Determining Guest Needs
Anticipate and list the potential needs from the groups below
1 Families with small children2 Honeymooning couple3 Guest with disabilities4 Seniors5 Women traveling alone
Activity 2
The supervisor is giving out daily work instructions before being on duty Notice the front office personnel appropriate
body language to indicate his or her understanding Then mark on the checklist
Student A is a supervisor and
Student B is a front office personnel
Activity 2 Checklist
a) Stand straight but not stiff
b) Balance your weight evenly on both feet
c) Your facial expression must match your message
13 Ask questions to confirm understanding
Questioning is very important
Confusion can also occur when it isnrsquot clear what you are asking
whether you are asking for more information or just checking that yoursquove understood what was
said
Ways to ask questions to confirm understanding include lsquoopen endedrsquo questions such as
ldquoSo I print out the address labels first then what do I dordquo
ldquoShould I send the brochures to all the travel agents listed
hererdquo
ldquoSo you want me to store the fruit in the
fridge Is that rightrdquo
I am sorry I do not understanding Can you tell me again
I am sorry Can you explain exactly what you want me to do
Just to be sure you want me tohellip
Exceed Guest ExpectationsbullThe ldquoHometownrdquo newspaperbullFresh Seafood Fruit etcbull5 star service
Sometimes when there is a problem seeking and offering possible solutions to it is very important
Most likely it is the same way as making suggesting
Making suggestion means giving your opinion about what should be done so you often use the same expressions that you use for expressing opinion
4 ขนตอนในการแก)ไขป+ญหาการ)องเรยนของลกค)าFour steps to effectively handle guest complaints
bullรบฟ+งป+ญหา (Listen to the problem)
bullกลาวขอโทษ (Apologize) ความเหนใจEmpathy
bullแก)ไขป+ญหา (Fix the problem)
bullตดตามผล (Follow up)
Role Play Activity
Handling Complaints
Thank youIrsquom sorryhellipI apologize
I empathizehellip
Perhaps we couldhelliporhellip
Is everything to your satisfaction
What are the top 5 complaints from your customers
What are the top 5 complaints from your boss
Activity Itrsquos all about Teamwork and Empathy
Which departmentco-worker should be contacted whenhellip
1 A guest complains that although he used the ldquoDo Not Disturbrsquo sign a room attendant knocked on the door and woke him up
2 A guest complain that cable is out on the TV and hersquos missing the World Cup match
3 The guest complains that their room smells like smoke4 A meeting planner complains the Air Conditioning in the
meeting room is broken
How would you show Empathy Who follows up
Connect all 9 Dots using only 4 straight lines without lifting the ldquopencilrdquo
Connect all 9 Dots using only 4 straight lines without lifting the ldquopencilrdquo
The key comes in realizing that you donrsquot have to stay ldquoinside the boxrdquo
12
3
4
T
E
A
M
ogether
ach
chieves
ore
ldquo I have a dream helliprdquo
Nobody is perfect but a team can
be
Uplift By flying ldquo V rdquo formation the
flock adds 71 to the (each on itrsquos own)
flying range
ldquo I have a dream helliprdquo
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Since service is not something guests can return or exchange their only option is
to complain
bull เพราะงานบรการมใชสงของทแขกจะสามารถคน
หรอเปลยนใหมใด) ดงนนวธเดยวทแขกของเราจะท3าใด)
คอ ค3าบน และ ร)องท$กข
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Additional Pointsขอแนะนา
bull Guests want a total quality experience not isolated pockets of excellence Work together as a team to resolve guest problems and deliver the best service possible
What are guest expectations (6) and how do we satisfy them
Slide 90
Slide 91
รปลกษณทดเปนมออาชพ Professional Appearance
Professional Appearance
Slide 94
ความเปนมตร Friendliness
Friendliness
Slide 97
อธยาศย Courtesy
Courtesy อธยาศย
Slide 100
ความเหนใจ Empathy
Empathy
Slide 103
ความรบผดชอบ Responsiveness
Responsiveness ความรบผดชอบ
Slide 106
ความยดหยน Flexibility
Flexibility ความ ยดหยด
Slide 109
Slide 110
Is the Tourism Industry right for you
Slide 112
Slide 113
Qualities Well Organized Good Strategic Planning Skills
Accommodations sector
Slide 116
Qualities Good with figures stats numbers Punctual Ethical
Slide 118
Slide 119
Qualities Good Problem Solving skills Likes completing projects
Property Management
Slide 122
Qualities SEXY NAUGHTY Bitchy
Slide 124
The Spirit of Hospitality Part 2 Delivering Quality Service
Delivering Quality Guest Service การมอบงานบรการทเปยมคณภา
Slide 127
การอานแขกใหออกแปลวาอะไร What does it mean to lsquoReadrsquo a guest
Slide 129
A few more points ขอแนะนำ
Additional Points ขอเพมเตม
Fill guests request immediately or when they want something d
Determining Guest Needs
Slide 134
Slide 135
Slide 136
Slide 137
Slide 138
Slide 139
Sometimes when there is a problem seeking and offering possibl
4 ขนตอนในการแกไขปญหาการองเรยนของลกคา Four steps to effe (2)
Slide 142
Activity Itrsquos all about Teamwork and Empathy
Slide 144
Connect all 9 Dots using only 4 straight lines without lifting
Connect all 9 Dots using only 4 straight lines without lifting (2)
Slide 147
Slide 148
การพฒนาคณภาพการบรการ Improving Service Quality
Since service is not something guests can return or exchange t
การพฒนาคณภาพการบรการ Improving Service Quality (2)
Additional Points ขอแนะนำ
Yes We Can
Slide 154
Honolulu Hawaii
Slide 156
Slide 157
Slide 158
What are other training ideas for your departmental team member
Work in groups
Cross Departmental Training (Weekly)
Yes We Can (2)
Slide 163
Slide 164
Slide 165
Slide 166
Slide 167
Slide 168
Guests love suggestive selling because
bull It saves them timebull It saves them moneybull It saves them effortbull They get to try new products
Win-Win
Easier to train new staff
Increased Satisfaction = More money
Services FO FampB
Check List1Have a DETAILED menu or services list for staff (You have the list but do you have the details)
What kind of fish is in the fish cakes
TMI=Too Much Information
Check List2 Have a list of the possible questionsanswers about EACH product
What do you think
FEEDBACK PLEASE
Check List3 Practice Practice Practice with your team
(Repetition builds confidence)
Quiz staff Role PlayChallenge each other
Take the time itrsquos worth it
Lead by ExampleAsk Questions Find Answers
Make it fun
Quiz the staff If they canrsquot tell you the answer in Thai they sure canrsquot tell you in English
Check List
1Have a DETAILED menu or services list for staff
2 Have a list of the possible questionsanswers about EACH product
3 Practice Practice Practice
What do you think
FEEDBACK PLEASE
Help me help you help them
What should I focus on
Up-Selling Food and Beverage
Up-selling Front office
Share your thoughts
Two Questions1How can I help you help themPlease be specific
2 What ideas do you have for Banyan team training and HR development
Letrsquos Role Play
Two teamsFO FampB
CustomersKhun Rong Khun Nid Khun Koi
Team-membersKhun Nicole Khun Chana
Customers Khun Wee Khun Ton Khun Ma
Team-membersKhun Pim Khun Samran
You must Up-sell to every customer
Role Play Rules
bull Customers must ask 2 questions about the menuproperty
bull Team members need to make different suggestions to each customer
How long should a customer wait before they get their order takenBefore they receive their drinksBefore the receive their food
Check List
1Have a DETAILED menu or services list for staff
2 Have a list of the possible questionsanswers about EACH product
3 Practice Practice Practice
What do you think
FEEDBACK PLEASE
Help me help you help them
What should I focus on
Up-Selling Food and Beverage
Up-selling Front office
Share your thoughts
Two Questions1How can I help you help themPlease be specific
2 What ideas do you have for Banyan team training and HR development
THANK YOU
Up-selling for
Food and BeveragePresented by
Aj Scott
April 212011
>
What is ldquogood servicerdquo
Who knows the most about the food and beverage in a restaurant
70 of guests do not know what they will order when the come to a restaurant
It depends on you to make a guest experience even better by suggesting them food and beverages that they will like
It is YOUR responsibility to get the guest to order what is right for them But it should be done discreetly
Suggestive Selling
Increase a guestrsquos original order by giving them suggestions and ideas
This will increase guest satisfaction and average spend
Guests love suggestive selling because
bull It saves them timebull It saves them moneybull It saves them effortbull They get to try new products
Win-Win
We ldquoNOrdquo
ผมขอชารอนแกวหนงครบ
ขอโทษครบ แตของเรามบรการชามะนาวเยน
เทานน
โอเค ผมขอแคชามะนาวไมเอา
นาแขง hellipโอเค ครบ
ด ถก เรวndash ndashค$ณสามารถเลอกรบได)สองอยาง
ดและถก แตไมรวดเรวดและเรว แตไมถกเรวและถก แตไมด
Know Your product
The name and pronunciationThe ingredientsThe method of cookingThe portion sizeThe sauces and sidesThe substitutions
The Opening
Smile Eye Contact Greeting
Build relationship By asking questions
Identify wants and needsWants is something that a guest may like but not need Needs are the essentials
Making the Sales PresentationIdentify the OpportunitiesRecommend dishes or sidesGive the guest choicesDonrsquot pushMention a unique feature of the product
Use Descriptive WordsSpeak with Confidence
ExcellentFreshly
prepared
Delicous
Home made
Really Good
Refreshing Local
Read the body language of the guest not interested then change the recommendations suggest something else
Asking for the Sale
Asking the guest if the would like to order the recommended dish
Reassure the Guest of the Choice they made
Objections
Donrsquot take it Personally if the guest says no to the sale
>
Following Up
Check back after everyone has a chance to take a bite hellipIs the guest satisfied
Thank the guest
Offer slow moving but profitable items
Consider availability
Suggest beverages to go with their meal
Offer House Specials
Offer seconds
Suggest juices and smoothies
Letrsquos Role Play
3 customers team member
You must Up-sell to every customer
Role Play Rules
bull Customers must ask 2 questions about the menuproperty
bull Team members need to make different suggestions to each customer
Upselling for
Front OfficePresented by
Aj Scott
April 212011
>
No I am not
Aj Scott Michael Smith
The Spirit of HospitalityPresented by
Aj Scott
April 2011
>
SCOTT
Activity- IntroductionsIntroducing yourselfIntroduce two people to each other
Hello my name ishellipIrsquom fromhellip
Khun A I would like you to meet Khun B Khun B I would like you to meet Khun A
Different greetings for
1 Families with small children2 Honeymooning couple3 Guest with disabilities4 Seniors5 Women traveling alone
What do guests expect from the staff when they enter a business
ท3าให)แขกได)รบความพ4งพอใจหรอท3าเกนคาดMeet or Exceed Guest Expectation
Professional Appearancebull Maintain a neat professional well groomed appearance ดแลตนเองใหดด แตงกายปราณต สะอาด และเหมาะสมbull Wear a clean proper uniformbull สวมเคร+องแบบถกตอง และสะอาด
What words do you use when talking about Professional
Appearance
ความเปนมตรFriendliness
Friendliness
bull Smile ยม ต)อนรบอยางจรงใจbull Greet guests and co-workers enthusiastically and
bull Every guest has different expectations of what excellent service is and each employee has a unique opportunity to anticipate and meet those expectations
Fill guests request immediately or when they want something done
สนองตอบค3าร)องขอจากแขกทนท และเมอใดกตามทแขกขอ
Make guests feel as if they are your prioritybull ท3าให)แขกมความร)ส4กวา เขาเปนอนดบแรกทเราให)บรการ
Determining Guest Needs
Anticipate and list the potential needs from the groups below
1 Families with small children2 Honeymooning couple3 Guest with disabilities4 Seniors5 Women traveling alone
Activity 2
The supervisor is giving out daily work instructions before being on duty Notice the front office personnel appropriate
body language to indicate his or her understanding Then mark on the checklist
Student A is a supervisor and
Student B is a front office personnel
Activity 2 Checklist
a) Stand straight but not stiff
b) Balance your weight evenly on both feet
c) Your facial expression must match your message
13 Ask questions to confirm understanding
Questioning is very important
Confusion can also occur when it isnrsquot clear what you are asking
whether you are asking for more information or just checking that yoursquove understood what was
said
Ways to ask questions to confirm understanding include lsquoopen endedrsquo questions such as
ldquoSo I print out the address labels first then what do I dordquo
ldquoShould I send the brochures to all the travel agents listed
hererdquo
ldquoSo you want me to store the fruit in the
fridge Is that rightrdquo
I am sorry I do not understanding Can you tell me again
I am sorry Can you explain exactly what you want me to do
Just to be sure you want me tohellip
Exceed Guest ExpectationsbullThe ldquoHometownrdquo newspaperbullFresh Seafood Fruit etcbull5 star service
Sometimes when there is a problem seeking and offering possible solutions to it is very important
Most likely it is the same way as making suggesting
Making suggestion means giving your opinion about what should be done so you often use the same expressions that you use for expressing opinion
4 ขนตอนในการแก)ไขป+ญหาการ)องเรยนของลกค)าFour steps to effectively handle guest complaints
bullรบฟ+งป+ญหา (Listen to the problem)
bullกลาวขอโทษ (Apologize) ความเหนใจEmpathy
bullแก)ไขป+ญหา (Fix the problem)
bullตดตามผล (Follow up)
Role Play Activity
Handling Complaints
Thank youIrsquom sorryhellipI apologize
I empathizehellip
Perhaps we couldhelliporhellip
Is everything to your satisfaction
What are the top 5 complaints from your customers
What are the top 5 complaints from your boss
Activity Itrsquos all about Teamwork and Empathy
Which departmentco-worker should be contacted whenhellip
1 A guest complains that although he used the ldquoDo Not Disturbrsquo sign a room attendant knocked on the door and woke him up
2 A guest complain that cable is out on the TV and hersquos missing the World Cup match
3 The guest complains that their room smells like smoke4 A meeting planner complains the Air Conditioning in the
meeting room is broken
How would you show Empathy Who follows up
Connect all 9 Dots using only 4 straight lines without lifting the ldquopencilrdquo
Connect all 9 Dots using only 4 straight lines without lifting the ldquopencilrdquo
The key comes in realizing that you donrsquot have to stay ldquoinside the boxrdquo
12
3
4
T
E
A
M
ogether
ach
chieves
ore
ldquo I have a dream helliprdquo
Nobody is perfect but a team can
be
Uplift By flying ldquo V rdquo formation the
flock adds 71 to the (each on itrsquos own)
flying range
ldquo I have a dream helliprdquo
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Since service is not something guests can return or exchange their only option is
to complain
bull เพราะงานบรการมใชสงของทแขกจะสามารถคน
หรอเปลยนใหมใด) ดงนนวธเดยวทแขกของเราจะท3าใด)
คอ ค3าบน และ ร)องท$กข
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Additional Pointsขอแนะนา
bull Guests want a total quality experience not isolated pockets of excellence Work together as a team to resolve guest problems and deliver the best service possible
What are guest expectations (6) and how do we satisfy them
Slide 90
Slide 91
รปลกษณทดเปนมออาชพ Professional Appearance
Professional Appearance
Slide 94
ความเปนมตร Friendliness
Friendliness
Slide 97
อธยาศย Courtesy
Courtesy อธยาศย
Slide 100
ความเหนใจ Empathy
Empathy
Slide 103
ความรบผดชอบ Responsiveness
Responsiveness ความรบผดชอบ
Slide 106
ความยดหยน Flexibility
Flexibility ความ ยดหยด
Slide 109
Slide 110
Is the Tourism Industry right for you
Slide 112
Slide 113
Qualities Well Organized Good Strategic Planning Skills
Accommodations sector
Slide 116
Qualities Good with figures stats numbers Punctual Ethical
Slide 118
Slide 119
Qualities Good Problem Solving skills Likes completing projects
Property Management
Slide 122
Qualities SEXY NAUGHTY Bitchy
Slide 124
The Spirit of Hospitality Part 2 Delivering Quality Service
Delivering Quality Guest Service การมอบงานบรการทเปยมคณภา
Slide 127
การอานแขกใหออกแปลวาอะไร What does it mean to lsquoReadrsquo a guest
Slide 129
A few more points ขอแนะนำ
Additional Points ขอเพมเตม
Fill guests request immediately or when they want something d
Determining Guest Needs
Slide 134
Slide 135
Slide 136
Slide 137
Slide 138
Slide 139
Sometimes when there is a problem seeking and offering possibl
4 ขนตอนในการแกไขปญหาการองเรยนของลกคา Four steps to effe (2)
Slide 142
Activity Itrsquos all about Teamwork and Empathy
Slide 144
Connect all 9 Dots using only 4 straight lines without lifting
Connect all 9 Dots using only 4 straight lines without lifting (2)
Slide 147
Slide 148
การพฒนาคณภาพการบรการ Improving Service Quality
Since service is not something guests can return or exchange t
การพฒนาคณภาพการบรการ Improving Service Quality (2)
Additional Points ขอแนะนำ
Yes We Can
Slide 154
Honolulu Hawaii
Slide 156
Slide 157
Slide 158
What are other training ideas for your departmental team member
Work in groups
Cross Departmental Training (Weekly)
Yes We Can (2)
Slide 163
Slide 164
Slide 165
Slide 166
Slide 167
Slide 168
Easier to train new staff
Increased Satisfaction = More money
Services FO FampB
Check List1Have a DETAILED menu or services list for staff (You have the list but do you have the details)
What kind of fish is in the fish cakes
TMI=Too Much Information
Check List2 Have a list of the possible questionsanswers about EACH product
What do you think
FEEDBACK PLEASE
Check List3 Practice Practice Practice with your team
(Repetition builds confidence)
Quiz staff Role PlayChallenge each other
Take the time itrsquos worth it
Lead by ExampleAsk Questions Find Answers
Make it fun
Quiz the staff If they canrsquot tell you the answer in Thai they sure canrsquot tell you in English
Check List
1Have a DETAILED menu or services list for staff
2 Have a list of the possible questionsanswers about EACH product
3 Practice Practice Practice
What do you think
FEEDBACK PLEASE
Help me help you help them
What should I focus on
Up-Selling Food and Beverage
Up-selling Front office
Share your thoughts
Two Questions1How can I help you help themPlease be specific
2 What ideas do you have for Banyan team training and HR development
Letrsquos Role Play
Two teamsFO FampB
CustomersKhun Rong Khun Nid Khun Koi
Team-membersKhun Nicole Khun Chana
Customers Khun Wee Khun Ton Khun Ma
Team-membersKhun Pim Khun Samran
You must Up-sell to every customer
Role Play Rules
bull Customers must ask 2 questions about the menuproperty
bull Team members need to make different suggestions to each customer
How long should a customer wait before they get their order takenBefore they receive their drinksBefore the receive their food
Check List
1Have a DETAILED menu or services list for staff
2 Have a list of the possible questionsanswers about EACH product
3 Practice Practice Practice
What do you think
FEEDBACK PLEASE
Help me help you help them
What should I focus on
Up-Selling Food and Beverage
Up-selling Front office
Share your thoughts
Two Questions1How can I help you help themPlease be specific
2 What ideas do you have for Banyan team training and HR development
THANK YOU
Up-selling for
Food and BeveragePresented by
Aj Scott
April 212011
>
What is ldquogood servicerdquo
Who knows the most about the food and beverage in a restaurant
70 of guests do not know what they will order when the come to a restaurant
It depends on you to make a guest experience even better by suggesting them food and beverages that they will like
It is YOUR responsibility to get the guest to order what is right for them But it should be done discreetly
Suggestive Selling
Increase a guestrsquos original order by giving them suggestions and ideas
This will increase guest satisfaction and average spend
Guests love suggestive selling because
bull It saves them timebull It saves them moneybull It saves them effortbull They get to try new products
Win-Win
We ldquoNOrdquo
ผมขอชารอนแกวหนงครบ
ขอโทษครบ แตของเรามบรการชามะนาวเยน
เทานน
โอเค ผมขอแคชามะนาวไมเอา
นาแขง hellipโอเค ครบ
ด ถก เรวndash ndashค$ณสามารถเลอกรบได)สองอยาง
ดและถก แตไมรวดเรวดและเรว แตไมถกเรวและถก แตไมด
Know Your product
The name and pronunciationThe ingredientsThe method of cookingThe portion sizeThe sauces and sidesThe substitutions
The Opening
Smile Eye Contact Greeting
Build relationship By asking questions
Identify wants and needsWants is something that a guest may like but not need Needs are the essentials
Making the Sales PresentationIdentify the OpportunitiesRecommend dishes or sidesGive the guest choicesDonrsquot pushMention a unique feature of the product
Use Descriptive WordsSpeak with Confidence
ExcellentFreshly
prepared
Delicous
Home made
Really Good
Refreshing Local
Read the body language of the guest not interested then change the recommendations suggest something else
Asking for the Sale
Asking the guest if the would like to order the recommended dish
Reassure the Guest of the Choice they made
Objections
Donrsquot take it Personally if the guest says no to the sale
>
Following Up
Check back after everyone has a chance to take a bite hellipIs the guest satisfied
Thank the guest
Offer slow moving but profitable items
Consider availability
Suggest beverages to go with their meal
Offer House Specials
Offer seconds
Suggest juices and smoothies
Letrsquos Role Play
3 customers team member
You must Up-sell to every customer
Role Play Rules
bull Customers must ask 2 questions about the menuproperty
bull Team members need to make different suggestions to each customer
Upselling for
Front OfficePresented by
Aj Scott
April 212011
>
No I am not
Aj Scott Michael Smith
The Spirit of HospitalityPresented by
Aj Scott
April 2011
>
SCOTT
Activity- IntroductionsIntroducing yourselfIntroduce two people to each other
Hello my name ishellipIrsquom fromhellip
Khun A I would like you to meet Khun B Khun B I would like you to meet Khun A
Different greetings for
1 Families with small children2 Honeymooning couple3 Guest with disabilities4 Seniors5 Women traveling alone
What do guests expect from the staff when they enter a business
ท3าให)แขกได)รบความพ4งพอใจหรอท3าเกนคาดMeet or Exceed Guest Expectation
Professional Appearancebull Maintain a neat professional well groomed appearance ดแลตนเองใหดด แตงกายปราณต สะอาด และเหมาะสมbull Wear a clean proper uniformbull สวมเคร+องแบบถกตอง และสะอาด
What words do you use when talking about Professional
Appearance
ความเปนมตรFriendliness
Friendliness
bull Smile ยม ต)อนรบอยางจรงใจbull Greet guests and co-workers enthusiastically and
bull Every guest has different expectations of what excellent service is and each employee has a unique opportunity to anticipate and meet those expectations
Fill guests request immediately or when they want something done
สนองตอบค3าร)องขอจากแขกทนท และเมอใดกตามทแขกขอ
Make guests feel as if they are your prioritybull ท3าให)แขกมความร)ส4กวา เขาเปนอนดบแรกทเราให)บรการ
Determining Guest Needs
Anticipate and list the potential needs from the groups below
1 Families with small children2 Honeymooning couple3 Guest with disabilities4 Seniors5 Women traveling alone
Activity 2
The supervisor is giving out daily work instructions before being on duty Notice the front office personnel appropriate
body language to indicate his or her understanding Then mark on the checklist
Student A is a supervisor and
Student B is a front office personnel
Activity 2 Checklist
a) Stand straight but not stiff
b) Balance your weight evenly on both feet
c) Your facial expression must match your message
13 Ask questions to confirm understanding
Questioning is very important
Confusion can also occur when it isnrsquot clear what you are asking
whether you are asking for more information or just checking that yoursquove understood what was
said
Ways to ask questions to confirm understanding include lsquoopen endedrsquo questions such as
ldquoSo I print out the address labels first then what do I dordquo
ldquoShould I send the brochures to all the travel agents listed
hererdquo
ldquoSo you want me to store the fruit in the
fridge Is that rightrdquo
I am sorry I do not understanding Can you tell me again
I am sorry Can you explain exactly what you want me to do
Just to be sure you want me tohellip
Exceed Guest ExpectationsbullThe ldquoHometownrdquo newspaperbullFresh Seafood Fruit etcbull5 star service
Sometimes when there is a problem seeking and offering possible solutions to it is very important
Most likely it is the same way as making suggesting
Making suggestion means giving your opinion about what should be done so you often use the same expressions that you use for expressing opinion
4 ขนตอนในการแก)ไขป+ญหาการ)องเรยนของลกค)าFour steps to effectively handle guest complaints
bullรบฟ+งป+ญหา (Listen to the problem)
bullกลาวขอโทษ (Apologize) ความเหนใจEmpathy
bullแก)ไขป+ญหา (Fix the problem)
bullตดตามผล (Follow up)
Role Play Activity
Handling Complaints
Thank youIrsquom sorryhellipI apologize
I empathizehellip
Perhaps we couldhelliporhellip
Is everything to your satisfaction
What are the top 5 complaints from your customers
What are the top 5 complaints from your boss
Activity Itrsquos all about Teamwork and Empathy
Which departmentco-worker should be contacted whenhellip
1 A guest complains that although he used the ldquoDo Not Disturbrsquo sign a room attendant knocked on the door and woke him up
2 A guest complain that cable is out on the TV and hersquos missing the World Cup match
3 The guest complains that their room smells like smoke4 A meeting planner complains the Air Conditioning in the
meeting room is broken
How would you show Empathy Who follows up
Connect all 9 Dots using only 4 straight lines without lifting the ldquopencilrdquo
Connect all 9 Dots using only 4 straight lines without lifting the ldquopencilrdquo
The key comes in realizing that you donrsquot have to stay ldquoinside the boxrdquo
12
3
4
T
E
A
M
ogether
ach
chieves
ore
ldquo I have a dream helliprdquo
Nobody is perfect but a team can
be
Uplift By flying ldquo V rdquo formation the
flock adds 71 to the (each on itrsquos own)
flying range
ldquo I have a dream helliprdquo
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Since service is not something guests can return or exchange their only option is
to complain
bull เพราะงานบรการมใชสงของทแขกจะสามารถคน
หรอเปลยนใหมใด) ดงนนวธเดยวทแขกของเราจะท3าใด)
คอ ค3าบน และ ร)องท$กข
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Additional Pointsขอแนะนา
bull Guests want a total quality experience not isolated pockets of excellence Work together as a team to resolve guest problems and deliver the best service possible
What are guest expectations (6) and how do we satisfy them
Slide 90
Slide 91
รปลกษณทดเปนมออาชพ Professional Appearance
Professional Appearance
Slide 94
ความเปนมตร Friendliness
Friendliness
Slide 97
อธยาศย Courtesy
Courtesy อธยาศย
Slide 100
ความเหนใจ Empathy
Empathy
Slide 103
ความรบผดชอบ Responsiveness
Responsiveness ความรบผดชอบ
Slide 106
ความยดหยน Flexibility
Flexibility ความ ยดหยด
Slide 109
Slide 110
Is the Tourism Industry right for you
Slide 112
Slide 113
Qualities Well Organized Good Strategic Planning Skills
Accommodations sector
Slide 116
Qualities Good with figures stats numbers Punctual Ethical
Slide 118
Slide 119
Qualities Good Problem Solving skills Likes completing projects
Property Management
Slide 122
Qualities SEXY NAUGHTY Bitchy
Slide 124
The Spirit of Hospitality Part 2 Delivering Quality Service
Delivering Quality Guest Service การมอบงานบรการทเปยมคณภา
Slide 127
การอานแขกใหออกแปลวาอะไร What does it mean to lsquoReadrsquo a guest
Slide 129
A few more points ขอแนะนำ
Additional Points ขอเพมเตม
Fill guests request immediately or when they want something d
Determining Guest Needs
Slide 134
Slide 135
Slide 136
Slide 137
Slide 138
Slide 139
Sometimes when there is a problem seeking and offering possibl
4 ขนตอนในการแกไขปญหาการองเรยนของลกคา Four steps to effe (2)
Slide 142
Activity Itrsquos all about Teamwork and Empathy
Slide 144
Connect all 9 Dots using only 4 straight lines without lifting
Connect all 9 Dots using only 4 straight lines without lifting (2)
Slide 147
Slide 148
การพฒนาคณภาพการบรการ Improving Service Quality
Since service is not something guests can return or exchange t
การพฒนาคณภาพการบรการ Improving Service Quality (2)
Additional Points ขอแนะนำ
Yes We Can
Slide 154
Honolulu Hawaii
Slide 156
Slide 157
Slide 158
What are other training ideas for your departmental team member
Work in groups
Cross Departmental Training (Weekly)
Yes We Can (2)
Slide 163
Slide 164
Slide 165
Slide 166
Slide 167
Slide 168
Increased Satisfaction = More money
Services FO FampB
Check List1Have a DETAILED menu or services list for staff (You have the list but do you have the details)
What kind of fish is in the fish cakes
TMI=Too Much Information
Check List2 Have a list of the possible questionsanswers about EACH product
What do you think
FEEDBACK PLEASE
Check List3 Practice Practice Practice with your team
(Repetition builds confidence)
Quiz staff Role PlayChallenge each other
Take the time itrsquos worth it
Lead by ExampleAsk Questions Find Answers
Make it fun
Quiz the staff If they canrsquot tell you the answer in Thai they sure canrsquot tell you in English
Check List
1Have a DETAILED menu or services list for staff
2 Have a list of the possible questionsanswers about EACH product
3 Practice Practice Practice
What do you think
FEEDBACK PLEASE
Help me help you help them
What should I focus on
Up-Selling Food and Beverage
Up-selling Front office
Share your thoughts
Two Questions1How can I help you help themPlease be specific
2 What ideas do you have for Banyan team training and HR development
Letrsquos Role Play
Two teamsFO FampB
CustomersKhun Rong Khun Nid Khun Koi
Team-membersKhun Nicole Khun Chana
Customers Khun Wee Khun Ton Khun Ma
Team-membersKhun Pim Khun Samran
You must Up-sell to every customer
Role Play Rules
bull Customers must ask 2 questions about the menuproperty
bull Team members need to make different suggestions to each customer
How long should a customer wait before they get their order takenBefore they receive their drinksBefore the receive their food
Check List
1Have a DETAILED menu or services list for staff
2 Have a list of the possible questionsanswers about EACH product
3 Practice Practice Practice
What do you think
FEEDBACK PLEASE
Help me help you help them
What should I focus on
Up-Selling Food and Beverage
Up-selling Front office
Share your thoughts
Two Questions1How can I help you help themPlease be specific
2 What ideas do you have for Banyan team training and HR development
THANK YOU
Up-selling for
Food and BeveragePresented by
Aj Scott
April 212011
>
What is ldquogood servicerdquo
Who knows the most about the food and beverage in a restaurant
70 of guests do not know what they will order when the come to a restaurant
It depends on you to make a guest experience even better by suggesting them food and beverages that they will like
It is YOUR responsibility to get the guest to order what is right for them But it should be done discreetly
Suggestive Selling
Increase a guestrsquos original order by giving them suggestions and ideas
This will increase guest satisfaction and average spend
Guests love suggestive selling because
bull It saves them timebull It saves them moneybull It saves them effortbull They get to try new products
Win-Win
We ldquoNOrdquo
ผมขอชารอนแกวหนงครบ
ขอโทษครบ แตของเรามบรการชามะนาวเยน
เทานน
โอเค ผมขอแคชามะนาวไมเอา
นาแขง hellipโอเค ครบ
ด ถก เรวndash ndashค$ณสามารถเลอกรบได)สองอยาง
ดและถก แตไมรวดเรวดและเรว แตไมถกเรวและถก แตไมด
Know Your product
The name and pronunciationThe ingredientsThe method of cookingThe portion sizeThe sauces and sidesThe substitutions
The Opening
Smile Eye Contact Greeting
Build relationship By asking questions
Identify wants and needsWants is something that a guest may like but not need Needs are the essentials
Making the Sales PresentationIdentify the OpportunitiesRecommend dishes or sidesGive the guest choicesDonrsquot pushMention a unique feature of the product
Use Descriptive WordsSpeak with Confidence
ExcellentFreshly
prepared
Delicous
Home made
Really Good
Refreshing Local
Read the body language of the guest not interested then change the recommendations suggest something else
Asking for the Sale
Asking the guest if the would like to order the recommended dish
Reassure the Guest of the Choice they made
Objections
Donrsquot take it Personally if the guest says no to the sale
>
Following Up
Check back after everyone has a chance to take a bite hellipIs the guest satisfied
Thank the guest
Offer slow moving but profitable items
Consider availability
Suggest beverages to go with their meal
Offer House Specials
Offer seconds
Suggest juices and smoothies
Letrsquos Role Play
3 customers team member
You must Up-sell to every customer
Role Play Rules
bull Customers must ask 2 questions about the menuproperty
bull Team members need to make different suggestions to each customer
Upselling for
Front OfficePresented by
Aj Scott
April 212011
>
No I am not
Aj Scott Michael Smith
The Spirit of HospitalityPresented by
Aj Scott
April 2011
>
SCOTT
Activity- IntroductionsIntroducing yourselfIntroduce two people to each other
Hello my name ishellipIrsquom fromhellip
Khun A I would like you to meet Khun B Khun B I would like you to meet Khun A
Different greetings for
1 Families with small children2 Honeymooning couple3 Guest with disabilities4 Seniors5 Women traveling alone
What do guests expect from the staff when they enter a business
ท3าให)แขกได)รบความพ4งพอใจหรอท3าเกนคาดMeet or Exceed Guest Expectation
Professional Appearancebull Maintain a neat professional well groomed appearance ดแลตนเองใหดด แตงกายปราณต สะอาด และเหมาะสมbull Wear a clean proper uniformbull สวมเคร+องแบบถกตอง และสะอาด
What words do you use when talking about Professional
Appearance
ความเปนมตรFriendliness
Friendliness
bull Smile ยม ต)อนรบอยางจรงใจbull Greet guests and co-workers enthusiastically and
bull Every guest has different expectations of what excellent service is and each employee has a unique opportunity to anticipate and meet those expectations
Fill guests request immediately or when they want something done
สนองตอบค3าร)องขอจากแขกทนท และเมอใดกตามทแขกขอ
Make guests feel as if they are your prioritybull ท3าให)แขกมความร)ส4กวา เขาเปนอนดบแรกทเราให)บรการ
Determining Guest Needs
Anticipate and list the potential needs from the groups below
1 Families with small children2 Honeymooning couple3 Guest with disabilities4 Seniors5 Women traveling alone
Activity 2
The supervisor is giving out daily work instructions before being on duty Notice the front office personnel appropriate
body language to indicate his or her understanding Then mark on the checklist
Student A is a supervisor and
Student B is a front office personnel
Activity 2 Checklist
a) Stand straight but not stiff
b) Balance your weight evenly on both feet
c) Your facial expression must match your message
13 Ask questions to confirm understanding
Questioning is very important
Confusion can also occur when it isnrsquot clear what you are asking
whether you are asking for more information or just checking that yoursquove understood what was
said
Ways to ask questions to confirm understanding include lsquoopen endedrsquo questions such as
ldquoSo I print out the address labels first then what do I dordquo
ldquoShould I send the brochures to all the travel agents listed
hererdquo
ldquoSo you want me to store the fruit in the
fridge Is that rightrdquo
I am sorry I do not understanding Can you tell me again
I am sorry Can you explain exactly what you want me to do
Just to be sure you want me tohellip
Exceed Guest ExpectationsbullThe ldquoHometownrdquo newspaperbullFresh Seafood Fruit etcbull5 star service
Sometimes when there is a problem seeking and offering possible solutions to it is very important
Most likely it is the same way as making suggesting
Making suggestion means giving your opinion about what should be done so you often use the same expressions that you use for expressing opinion
4 ขนตอนในการแก)ไขป+ญหาการ)องเรยนของลกค)าFour steps to effectively handle guest complaints
bullรบฟ+งป+ญหา (Listen to the problem)
bullกลาวขอโทษ (Apologize) ความเหนใจEmpathy
bullแก)ไขป+ญหา (Fix the problem)
bullตดตามผล (Follow up)
Role Play Activity
Handling Complaints
Thank youIrsquom sorryhellipI apologize
I empathizehellip
Perhaps we couldhelliporhellip
Is everything to your satisfaction
What are the top 5 complaints from your customers
What are the top 5 complaints from your boss
Activity Itrsquos all about Teamwork and Empathy
Which departmentco-worker should be contacted whenhellip
1 A guest complains that although he used the ldquoDo Not Disturbrsquo sign a room attendant knocked on the door and woke him up
2 A guest complain that cable is out on the TV and hersquos missing the World Cup match
3 The guest complains that their room smells like smoke4 A meeting planner complains the Air Conditioning in the
meeting room is broken
How would you show Empathy Who follows up
Connect all 9 Dots using only 4 straight lines without lifting the ldquopencilrdquo
Connect all 9 Dots using only 4 straight lines without lifting the ldquopencilrdquo
The key comes in realizing that you donrsquot have to stay ldquoinside the boxrdquo
12
3
4
T
E
A
M
ogether
ach
chieves
ore
ldquo I have a dream helliprdquo
Nobody is perfect but a team can
be
Uplift By flying ldquo V rdquo formation the
flock adds 71 to the (each on itrsquos own)
flying range
ldquo I have a dream helliprdquo
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Since service is not something guests can return or exchange their only option is
to complain
bull เพราะงานบรการมใชสงของทแขกจะสามารถคน
หรอเปลยนใหมใด) ดงนนวธเดยวทแขกของเราจะท3าใด)
คอ ค3าบน และ ร)องท$กข
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Additional Pointsขอแนะนา
bull Guests want a total quality experience not isolated pockets of excellence Work together as a team to resolve guest problems and deliver the best service possible
What are guest expectations (6) and how do we satisfy them
Slide 90
Slide 91
รปลกษณทดเปนมออาชพ Professional Appearance
Professional Appearance
Slide 94
ความเปนมตร Friendliness
Friendliness
Slide 97
อธยาศย Courtesy
Courtesy อธยาศย
Slide 100
ความเหนใจ Empathy
Empathy
Slide 103
ความรบผดชอบ Responsiveness
Responsiveness ความรบผดชอบ
Slide 106
ความยดหยน Flexibility
Flexibility ความ ยดหยด
Slide 109
Slide 110
Is the Tourism Industry right for you
Slide 112
Slide 113
Qualities Well Organized Good Strategic Planning Skills
Accommodations sector
Slide 116
Qualities Good with figures stats numbers Punctual Ethical
Slide 118
Slide 119
Qualities Good Problem Solving skills Likes completing projects
Property Management
Slide 122
Qualities SEXY NAUGHTY Bitchy
Slide 124
The Spirit of Hospitality Part 2 Delivering Quality Service
Delivering Quality Guest Service การมอบงานบรการทเปยมคณภา
Slide 127
การอานแขกใหออกแปลวาอะไร What does it mean to lsquoReadrsquo a guest
Slide 129
A few more points ขอแนะนำ
Additional Points ขอเพมเตม
Fill guests request immediately or when they want something d
Determining Guest Needs
Slide 134
Slide 135
Slide 136
Slide 137
Slide 138
Slide 139
Sometimes when there is a problem seeking and offering possibl
4 ขนตอนในการแกไขปญหาการองเรยนของลกคา Four steps to effe (2)
Slide 142
Activity Itrsquos all about Teamwork and Empathy
Slide 144
Connect all 9 Dots using only 4 straight lines without lifting
Connect all 9 Dots using only 4 straight lines without lifting (2)
Slide 147
Slide 148
การพฒนาคณภาพการบรการ Improving Service Quality
Since service is not something guests can return or exchange t
การพฒนาคณภาพการบรการ Improving Service Quality (2)
Additional Points ขอแนะนำ
Yes We Can
Slide 154
Honolulu Hawaii
Slide 156
Slide 157
Slide 158
What are other training ideas for your departmental team member
Work in groups
Cross Departmental Training (Weekly)
Yes We Can (2)
Slide 163
Slide 164
Slide 165
Slide 166
Slide 167
Slide 168
Services FO FampB
Check List1Have a DETAILED menu or services list for staff (You have the list but do you have the details)
What kind of fish is in the fish cakes
TMI=Too Much Information
Check List2 Have a list of the possible questionsanswers about EACH product
What do you think
FEEDBACK PLEASE
Check List3 Practice Practice Practice with your team
(Repetition builds confidence)
Quiz staff Role PlayChallenge each other
Take the time itrsquos worth it
Lead by ExampleAsk Questions Find Answers
Make it fun
Quiz the staff If they canrsquot tell you the answer in Thai they sure canrsquot tell you in English
Check List
1Have a DETAILED menu or services list for staff
2 Have a list of the possible questionsanswers about EACH product
3 Practice Practice Practice
What do you think
FEEDBACK PLEASE
Help me help you help them
What should I focus on
Up-Selling Food and Beverage
Up-selling Front office
Share your thoughts
Two Questions1How can I help you help themPlease be specific
2 What ideas do you have for Banyan team training and HR development
Letrsquos Role Play
Two teamsFO FampB
CustomersKhun Rong Khun Nid Khun Koi
Team-membersKhun Nicole Khun Chana
Customers Khun Wee Khun Ton Khun Ma
Team-membersKhun Pim Khun Samran
You must Up-sell to every customer
Role Play Rules
bull Customers must ask 2 questions about the menuproperty
bull Team members need to make different suggestions to each customer
How long should a customer wait before they get their order takenBefore they receive their drinksBefore the receive their food
Check List
1Have a DETAILED menu or services list for staff
2 Have a list of the possible questionsanswers about EACH product
3 Practice Practice Practice
What do you think
FEEDBACK PLEASE
Help me help you help them
What should I focus on
Up-Selling Food and Beverage
Up-selling Front office
Share your thoughts
Two Questions1How can I help you help themPlease be specific
2 What ideas do you have for Banyan team training and HR development
THANK YOU
Up-selling for
Food and BeveragePresented by
Aj Scott
April 212011
>
What is ldquogood servicerdquo
Who knows the most about the food and beverage in a restaurant
70 of guests do not know what they will order when the come to a restaurant
It depends on you to make a guest experience even better by suggesting them food and beverages that they will like
It is YOUR responsibility to get the guest to order what is right for them But it should be done discreetly
Suggestive Selling
Increase a guestrsquos original order by giving them suggestions and ideas
This will increase guest satisfaction and average spend
Guests love suggestive selling because
bull It saves them timebull It saves them moneybull It saves them effortbull They get to try new products
Win-Win
We ldquoNOrdquo
ผมขอชารอนแกวหนงครบ
ขอโทษครบ แตของเรามบรการชามะนาวเยน
เทานน
โอเค ผมขอแคชามะนาวไมเอา
นาแขง hellipโอเค ครบ
ด ถก เรวndash ndashค$ณสามารถเลอกรบได)สองอยาง
ดและถก แตไมรวดเรวดและเรว แตไมถกเรวและถก แตไมด
Know Your product
The name and pronunciationThe ingredientsThe method of cookingThe portion sizeThe sauces and sidesThe substitutions
The Opening
Smile Eye Contact Greeting
Build relationship By asking questions
Identify wants and needsWants is something that a guest may like but not need Needs are the essentials
Making the Sales PresentationIdentify the OpportunitiesRecommend dishes or sidesGive the guest choicesDonrsquot pushMention a unique feature of the product
Use Descriptive WordsSpeak with Confidence
ExcellentFreshly
prepared
Delicous
Home made
Really Good
Refreshing Local
Read the body language of the guest not interested then change the recommendations suggest something else
Asking for the Sale
Asking the guest if the would like to order the recommended dish
Reassure the Guest of the Choice they made
Objections
Donrsquot take it Personally if the guest says no to the sale
>
Following Up
Check back after everyone has a chance to take a bite hellipIs the guest satisfied
Thank the guest
Offer slow moving but profitable items
Consider availability
Suggest beverages to go with their meal
Offer House Specials
Offer seconds
Suggest juices and smoothies
Letrsquos Role Play
3 customers team member
You must Up-sell to every customer
Role Play Rules
bull Customers must ask 2 questions about the menuproperty
bull Team members need to make different suggestions to each customer
Upselling for
Front OfficePresented by
Aj Scott
April 212011
>
No I am not
Aj Scott Michael Smith
The Spirit of HospitalityPresented by
Aj Scott
April 2011
>
SCOTT
Activity- IntroductionsIntroducing yourselfIntroduce two people to each other
Hello my name ishellipIrsquom fromhellip
Khun A I would like you to meet Khun B Khun B I would like you to meet Khun A
Different greetings for
1 Families with small children2 Honeymooning couple3 Guest with disabilities4 Seniors5 Women traveling alone
What do guests expect from the staff when they enter a business
ท3าให)แขกได)รบความพ4งพอใจหรอท3าเกนคาดMeet or Exceed Guest Expectation
Professional Appearancebull Maintain a neat professional well groomed appearance ดแลตนเองใหดด แตงกายปราณต สะอาด และเหมาะสมbull Wear a clean proper uniformbull สวมเคร+องแบบถกตอง และสะอาด
What words do you use when talking about Professional
Appearance
ความเปนมตรFriendliness
Friendliness
bull Smile ยม ต)อนรบอยางจรงใจbull Greet guests and co-workers enthusiastically and
bull Every guest has different expectations of what excellent service is and each employee has a unique opportunity to anticipate and meet those expectations
Fill guests request immediately or when they want something done
สนองตอบค3าร)องขอจากแขกทนท และเมอใดกตามทแขกขอ
Make guests feel as if they are your prioritybull ท3าให)แขกมความร)ส4กวา เขาเปนอนดบแรกทเราให)บรการ
Determining Guest Needs
Anticipate and list the potential needs from the groups below
1 Families with small children2 Honeymooning couple3 Guest with disabilities4 Seniors5 Women traveling alone
Activity 2
The supervisor is giving out daily work instructions before being on duty Notice the front office personnel appropriate
body language to indicate his or her understanding Then mark on the checklist
Student A is a supervisor and
Student B is a front office personnel
Activity 2 Checklist
a) Stand straight but not stiff
b) Balance your weight evenly on both feet
c) Your facial expression must match your message
13 Ask questions to confirm understanding
Questioning is very important
Confusion can also occur when it isnrsquot clear what you are asking
whether you are asking for more information or just checking that yoursquove understood what was
said
Ways to ask questions to confirm understanding include lsquoopen endedrsquo questions such as
ldquoSo I print out the address labels first then what do I dordquo
ldquoShould I send the brochures to all the travel agents listed
hererdquo
ldquoSo you want me to store the fruit in the
fridge Is that rightrdquo
I am sorry I do not understanding Can you tell me again
I am sorry Can you explain exactly what you want me to do
Just to be sure you want me tohellip
Exceed Guest ExpectationsbullThe ldquoHometownrdquo newspaperbullFresh Seafood Fruit etcbull5 star service
Sometimes when there is a problem seeking and offering possible solutions to it is very important
Most likely it is the same way as making suggesting
Making suggestion means giving your opinion about what should be done so you often use the same expressions that you use for expressing opinion
4 ขนตอนในการแก)ไขป+ญหาการ)องเรยนของลกค)าFour steps to effectively handle guest complaints
bullรบฟ+งป+ญหา (Listen to the problem)
bullกลาวขอโทษ (Apologize) ความเหนใจEmpathy
bullแก)ไขป+ญหา (Fix the problem)
bullตดตามผล (Follow up)
Role Play Activity
Handling Complaints
Thank youIrsquom sorryhellipI apologize
I empathizehellip
Perhaps we couldhelliporhellip
Is everything to your satisfaction
What are the top 5 complaints from your customers
What are the top 5 complaints from your boss
Activity Itrsquos all about Teamwork and Empathy
Which departmentco-worker should be contacted whenhellip
1 A guest complains that although he used the ldquoDo Not Disturbrsquo sign a room attendant knocked on the door and woke him up
2 A guest complain that cable is out on the TV and hersquos missing the World Cup match
3 The guest complains that their room smells like smoke4 A meeting planner complains the Air Conditioning in the
meeting room is broken
How would you show Empathy Who follows up
Connect all 9 Dots using only 4 straight lines without lifting the ldquopencilrdquo
Connect all 9 Dots using only 4 straight lines without lifting the ldquopencilrdquo
The key comes in realizing that you donrsquot have to stay ldquoinside the boxrdquo
12
3
4
T
E
A
M
ogether
ach
chieves
ore
ldquo I have a dream helliprdquo
Nobody is perfect but a team can
be
Uplift By flying ldquo V rdquo formation the
flock adds 71 to the (each on itrsquos own)
flying range
ldquo I have a dream helliprdquo
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Since service is not something guests can return or exchange their only option is
to complain
bull เพราะงานบรการมใชสงของทแขกจะสามารถคน
หรอเปลยนใหมใด) ดงนนวธเดยวทแขกของเราจะท3าใด)
คอ ค3าบน และ ร)องท$กข
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Additional Pointsขอแนะนา
bull Guests want a total quality experience not isolated pockets of excellence Work together as a team to resolve guest problems and deliver the best service possible
What are guest expectations (6) and how do we satisfy them
Slide 90
Slide 91
รปลกษณทดเปนมออาชพ Professional Appearance
Professional Appearance
Slide 94
ความเปนมตร Friendliness
Friendliness
Slide 97
อธยาศย Courtesy
Courtesy อธยาศย
Slide 100
ความเหนใจ Empathy
Empathy
Slide 103
ความรบผดชอบ Responsiveness
Responsiveness ความรบผดชอบ
Slide 106
ความยดหยน Flexibility
Flexibility ความ ยดหยด
Slide 109
Slide 110
Is the Tourism Industry right for you
Slide 112
Slide 113
Qualities Well Organized Good Strategic Planning Skills
Accommodations sector
Slide 116
Qualities Good with figures stats numbers Punctual Ethical
Slide 118
Slide 119
Qualities Good Problem Solving skills Likes completing projects
Property Management
Slide 122
Qualities SEXY NAUGHTY Bitchy
Slide 124
The Spirit of Hospitality Part 2 Delivering Quality Service
Delivering Quality Guest Service การมอบงานบรการทเปยมคณภา
Slide 127
การอานแขกใหออกแปลวาอะไร What does it mean to lsquoReadrsquo a guest
Slide 129
A few more points ขอแนะนำ
Additional Points ขอเพมเตม
Fill guests request immediately or when they want something d
Determining Guest Needs
Slide 134
Slide 135
Slide 136
Slide 137
Slide 138
Slide 139
Sometimes when there is a problem seeking and offering possibl
4 ขนตอนในการแกไขปญหาการองเรยนของลกคา Four steps to effe (2)
Slide 142
Activity Itrsquos all about Teamwork and Empathy
Slide 144
Connect all 9 Dots using only 4 straight lines without lifting
Connect all 9 Dots using only 4 straight lines without lifting (2)
Slide 147
Slide 148
การพฒนาคณภาพการบรการ Improving Service Quality
Since service is not something guests can return or exchange t
การพฒนาคณภาพการบรการ Improving Service Quality (2)
Additional Points ขอแนะนำ
Yes We Can
Slide 154
Honolulu Hawaii
Slide 156
Slide 157
Slide 158
What are other training ideas for your departmental team member
Work in groups
Cross Departmental Training (Weekly)
Yes We Can (2)
Slide 163
Slide 164
Slide 165
Slide 166
Slide 167
Slide 168
Check List1Have a DETAILED menu or services list for staff (You have the list but do you have the details)
What kind of fish is in the fish cakes
TMI=Too Much Information
Check List2 Have a list of the possible questionsanswers about EACH product
What do you think
FEEDBACK PLEASE
Check List3 Practice Practice Practice with your team
(Repetition builds confidence)
Quiz staff Role PlayChallenge each other
Take the time itrsquos worth it
Lead by ExampleAsk Questions Find Answers
Make it fun
Quiz the staff If they canrsquot tell you the answer in Thai they sure canrsquot tell you in English
Check List
1Have a DETAILED menu or services list for staff
2 Have a list of the possible questionsanswers about EACH product
3 Practice Practice Practice
What do you think
FEEDBACK PLEASE
Help me help you help them
What should I focus on
Up-Selling Food and Beverage
Up-selling Front office
Share your thoughts
Two Questions1How can I help you help themPlease be specific
2 What ideas do you have for Banyan team training and HR development
Letrsquos Role Play
Two teamsFO FampB
CustomersKhun Rong Khun Nid Khun Koi
Team-membersKhun Nicole Khun Chana
Customers Khun Wee Khun Ton Khun Ma
Team-membersKhun Pim Khun Samran
You must Up-sell to every customer
Role Play Rules
bull Customers must ask 2 questions about the menuproperty
bull Team members need to make different suggestions to each customer
How long should a customer wait before they get their order takenBefore they receive their drinksBefore the receive their food
Check List
1Have a DETAILED menu or services list for staff
2 Have a list of the possible questionsanswers about EACH product
3 Practice Practice Practice
What do you think
FEEDBACK PLEASE
Help me help you help them
What should I focus on
Up-Selling Food and Beverage
Up-selling Front office
Share your thoughts
Two Questions1How can I help you help themPlease be specific
2 What ideas do you have for Banyan team training and HR development
THANK YOU
Up-selling for
Food and BeveragePresented by
Aj Scott
April 212011
>
What is ldquogood servicerdquo
Who knows the most about the food and beverage in a restaurant
70 of guests do not know what they will order when the come to a restaurant
It depends on you to make a guest experience even better by suggesting them food and beverages that they will like
It is YOUR responsibility to get the guest to order what is right for them But it should be done discreetly
Suggestive Selling
Increase a guestrsquos original order by giving them suggestions and ideas
This will increase guest satisfaction and average spend
Guests love suggestive selling because
bull It saves them timebull It saves them moneybull It saves them effortbull They get to try new products
Win-Win
We ldquoNOrdquo
ผมขอชารอนแกวหนงครบ
ขอโทษครบ แตของเรามบรการชามะนาวเยน
เทานน
โอเค ผมขอแคชามะนาวไมเอา
นาแขง hellipโอเค ครบ
ด ถก เรวndash ndashค$ณสามารถเลอกรบได)สองอยาง
ดและถก แตไมรวดเรวดและเรว แตไมถกเรวและถก แตไมด
Know Your product
The name and pronunciationThe ingredientsThe method of cookingThe portion sizeThe sauces and sidesThe substitutions
The Opening
Smile Eye Contact Greeting
Build relationship By asking questions
Identify wants and needsWants is something that a guest may like but not need Needs are the essentials
Making the Sales PresentationIdentify the OpportunitiesRecommend dishes or sidesGive the guest choicesDonrsquot pushMention a unique feature of the product
Use Descriptive WordsSpeak with Confidence
ExcellentFreshly
prepared
Delicous
Home made
Really Good
Refreshing Local
Read the body language of the guest not interested then change the recommendations suggest something else
Asking for the Sale
Asking the guest if the would like to order the recommended dish
Reassure the Guest of the Choice they made
Objections
Donrsquot take it Personally if the guest says no to the sale
>
Following Up
Check back after everyone has a chance to take a bite hellipIs the guest satisfied
Thank the guest
Offer slow moving but profitable items
Consider availability
Suggest beverages to go with their meal
Offer House Specials
Offer seconds
Suggest juices and smoothies
Letrsquos Role Play
3 customers team member
You must Up-sell to every customer
Role Play Rules
bull Customers must ask 2 questions about the menuproperty
bull Team members need to make different suggestions to each customer
Upselling for
Front OfficePresented by
Aj Scott
April 212011
>
No I am not
Aj Scott Michael Smith
The Spirit of HospitalityPresented by
Aj Scott
April 2011
>
SCOTT
Activity- IntroductionsIntroducing yourselfIntroduce two people to each other
Hello my name ishellipIrsquom fromhellip
Khun A I would like you to meet Khun B Khun B I would like you to meet Khun A
Different greetings for
1 Families with small children2 Honeymooning couple3 Guest with disabilities4 Seniors5 Women traveling alone
What do guests expect from the staff when they enter a business
ท3าให)แขกได)รบความพ4งพอใจหรอท3าเกนคาดMeet or Exceed Guest Expectation
Professional Appearancebull Maintain a neat professional well groomed appearance ดแลตนเองใหดด แตงกายปราณต สะอาด และเหมาะสมbull Wear a clean proper uniformbull สวมเคร+องแบบถกตอง และสะอาด
What words do you use when talking about Professional
Appearance
ความเปนมตรFriendliness
Friendliness
bull Smile ยม ต)อนรบอยางจรงใจbull Greet guests and co-workers enthusiastically and
bull Every guest has different expectations of what excellent service is and each employee has a unique opportunity to anticipate and meet those expectations
Fill guests request immediately or when they want something done
สนองตอบค3าร)องขอจากแขกทนท และเมอใดกตามทแขกขอ
Make guests feel as if they are your prioritybull ท3าให)แขกมความร)ส4กวา เขาเปนอนดบแรกทเราให)บรการ
Determining Guest Needs
Anticipate and list the potential needs from the groups below
1 Families with small children2 Honeymooning couple3 Guest with disabilities4 Seniors5 Women traveling alone
Activity 2
The supervisor is giving out daily work instructions before being on duty Notice the front office personnel appropriate
body language to indicate his or her understanding Then mark on the checklist
Student A is a supervisor and
Student B is a front office personnel
Activity 2 Checklist
a) Stand straight but not stiff
b) Balance your weight evenly on both feet
c) Your facial expression must match your message
13 Ask questions to confirm understanding
Questioning is very important
Confusion can also occur when it isnrsquot clear what you are asking
whether you are asking for more information or just checking that yoursquove understood what was
said
Ways to ask questions to confirm understanding include lsquoopen endedrsquo questions such as
ldquoSo I print out the address labels first then what do I dordquo
ldquoShould I send the brochures to all the travel agents listed
hererdquo
ldquoSo you want me to store the fruit in the
fridge Is that rightrdquo
I am sorry I do not understanding Can you tell me again
I am sorry Can you explain exactly what you want me to do
Just to be sure you want me tohellip
Exceed Guest ExpectationsbullThe ldquoHometownrdquo newspaperbullFresh Seafood Fruit etcbull5 star service
Sometimes when there is a problem seeking and offering possible solutions to it is very important
Most likely it is the same way as making suggesting
Making suggestion means giving your opinion about what should be done so you often use the same expressions that you use for expressing opinion
4 ขนตอนในการแก)ไขป+ญหาการ)องเรยนของลกค)าFour steps to effectively handle guest complaints
bullรบฟ+งป+ญหา (Listen to the problem)
bullกลาวขอโทษ (Apologize) ความเหนใจEmpathy
bullแก)ไขป+ญหา (Fix the problem)
bullตดตามผล (Follow up)
Role Play Activity
Handling Complaints
Thank youIrsquom sorryhellipI apologize
I empathizehellip
Perhaps we couldhelliporhellip
Is everything to your satisfaction
What are the top 5 complaints from your customers
What are the top 5 complaints from your boss
Activity Itrsquos all about Teamwork and Empathy
Which departmentco-worker should be contacted whenhellip
1 A guest complains that although he used the ldquoDo Not Disturbrsquo sign a room attendant knocked on the door and woke him up
2 A guest complain that cable is out on the TV and hersquos missing the World Cup match
3 The guest complains that their room smells like smoke4 A meeting planner complains the Air Conditioning in the
meeting room is broken
How would you show Empathy Who follows up
Connect all 9 Dots using only 4 straight lines without lifting the ldquopencilrdquo
Connect all 9 Dots using only 4 straight lines without lifting the ldquopencilrdquo
The key comes in realizing that you donrsquot have to stay ldquoinside the boxrdquo
12
3
4
T
E
A
M
ogether
ach
chieves
ore
ldquo I have a dream helliprdquo
Nobody is perfect but a team can
be
Uplift By flying ldquo V rdquo formation the
flock adds 71 to the (each on itrsquos own)
flying range
ldquo I have a dream helliprdquo
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Since service is not something guests can return or exchange their only option is
to complain
bull เพราะงานบรการมใชสงของทแขกจะสามารถคน
หรอเปลยนใหมใด) ดงนนวธเดยวทแขกของเราจะท3าใด)
คอ ค3าบน และ ร)องท$กข
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Additional Pointsขอแนะนา
bull Guests want a total quality experience not isolated pockets of excellence Work together as a team to resolve guest problems and deliver the best service possible
What are guest expectations (6) and how do we satisfy them
Slide 90
Slide 91
รปลกษณทดเปนมออาชพ Professional Appearance
Professional Appearance
Slide 94
ความเปนมตร Friendliness
Friendliness
Slide 97
อธยาศย Courtesy
Courtesy อธยาศย
Slide 100
ความเหนใจ Empathy
Empathy
Slide 103
ความรบผดชอบ Responsiveness
Responsiveness ความรบผดชอบ
Slide 106
ความยดหยน Flexibility
Flexibility ความ ยดหยด
Slide 109
Slide 110
Is the Tourism Industry right for you
Slide 112
Slide 113
Qualities Well Organized Good Strategic Planning Skills
Accommodations sector
Slide 116
Qualities Good with figures stats numbers Punctual Ethical
Slide 118
Slide 119
Qualities Good Problem Solving skills Likes completing projects
Property Management
Slide 122
Qualities SEXY NAUGHTY Bitchy
Slide 124
The Spirit of Hospitality Part 2 Delivering Quality Service
Delivering Quality Guest Service การมอบงานบรการทเปยมคณภา
Slide 127
การอานแขกใหออกแปลวาอะไร What does it mean to lsquoReadrsquo a guest
Slide 129
A few more points ขอแนะนำ
Additional Points ขอเพมเตม
Fill guests request immediately or when they want something d
Determining Guest Needs
Slide 134
Slide 135
Slide 136
Slide 137
Slide 138
Slide 139
Sometimes when there is a problem seeking and offering possibl
4 ขนตอนในการแกไขปญหาการองเรยนของลกคา Four steps to effe (2)
Slide 142
Activity Itrsquos all about Teamwork and Empathy
Slide 144
Connect all 9 Dots using only 4 straight lines without lifting
Connect all 9 Dots using only 4 straight lines without lifting (2)
Slide 147
Slide 148
การพฒนาคณภาพการบรการ Improving Service Quality
Since service is not something guests can return or exchange t
การพฒนาคณภาพการบรการ Improving Service Quality (2)
Additional Points ขอแนะนำ
Yes We Can
Slide 154
Honolulu Hawaii
Slide 156
Slide 157
Slide 158
What are other training ideas for your departmental team member
Work in groups
Cross Departmental Training (Weekly)
Yes We Can (2)
Slide 163
Slide 164
Slide 165
Slide 166
Slide 167
Slide 168
What kind of fish is in the fish cakes
TMI=Too Much Information
Check List2 Have a list of the possible questionsanswers about EACH product
What do you think
FEEDBACK PLEASE
Check List3 Practice Practice Practice with your team
(Repetition builds confidence)
Quiz staff Role PlayChallenge each other
Take the time itrsquos worth it
Lead by ExampleAsk Questions Find Answers
Make it fun
Quiz the staff If they canrsquot tell you the answer in Thai they sure canrsquot tell you in English
Check List
1Have a DETAILED menu or services list for staff
2 Have a list of the possible questionsanswers about EACH product
3 Practice Practice Practice
What do you think
FEEDBACK PLEASE
Help me help you help them
What should I focus on
Up-Selling Food and Beverage
Up-selling Front office
Share your thoughts
Two Questions1How can I help you help themPlease be specific
2 What ideas do you have for Banyan team training and HR development
Letrsquos Role Play
Two teamsFO FampB
CustomersKhun Rong Khun Nid Khun Koi
Team-membersKhun Nicole Khun Chana
Customers Khun Wee Khun Ton Khun Ma
Team-membersKhun Pim Khun Samran
You must Up-sell to every customer
Role Play Rules
bull Customers must ask 2 questions about the menuproperty
bull Team members need to make different suggestions to each customer
How long should a customer wait before they get their order takenBefore they receive their drinksBefore the receive their food
Check List
1Have a DETAILED menu or services list for staff
2 Have a list of the possible questionsanswers about EACH product
3 Practice Practice Practice
What do you think
FEEDBACK PLEASE
Help me help you help them
What should I focus on
Up-Selling Food and Beverage
Up-selling Front office
Share your thoughts
Two Questions1How can I help you help themPlease be specific
2 What ideas do you have for Banyan team training and HR development
THANK YOU
Up-selling for
Food and BeveragePresented by
Aj Scott
April 212011
>
What is ldquogood servicerdquo
Who knows the most about the food and beverage in a restaurant
70 of guests do not know what they will order when the come to a restaurant
It depends on you to make a guest experience even better by suggesting them food and beverages that they will like
It is YOUR responsibility to get the guest to order what is right for them But it should be done discreetly
Suggestive Selling
Increase a guestrsquos original order by giving them suggestions and ideas
This will increase guest satisfaction and average spend
Guests love suggestive selling because
bull It saves them timebull It saves them moneybull It saves them effortbull They get to try new products
Win-Win
We ldquoNOrdquo
ผมขอชารอนแกวหนงครบ
ขอโทษครบ แตของเรามบรการชามะนาวเยน
เทานน
โอเค ผมขอแคชามะนาวไมเอา
นาแขง hellipโอเค ครบ
ด ถก เรวndash ndashค$ณสามารถเลอกรบได)สองอยาง
ดและถก แตไมรวดเรวดและเรว แตไมถกเรวและถก แตไมด
Know Your product
The name and pronunciationThe ingredientsThe method of cookingThe portion sizeThe sauces and sidesThe substitutions
The Opening
Smile Eye Contact Greeting
Build relationship By asking questions
Identify wants and needsWants is something that a guest may like but not need Needs are the essentials
Making the Sales PresentationIdentify the OpportunitiesRecommend dishes or sidesGive the guest choicesDonrsquot pushMention a unique feature of the product
Use Descriptive WordsSpeak with Confidence
ExcellentFreshly
prepared
Delicous
Home made
Really Good
Refreshing Local
Read the body language of the guest not interested then change the recommendations suggest something else
Asking for the Sale
Asking the guest if the would like to order the recommended dish
Reassure the Guest of the Choice they made
Objections
Donrsquot take it Personally if the guest says no to the sale
>
Following Up
Check back after everyone has a chance to take a bite hellipIs the guest satisfied
Thank the guest
Offer slow moving but profitable items
Consider availability
Suggest beverages to go with their meal
Offer House Specials
Offer seconds
Suggest juices and smoothies
Letrsquos Role Play
3 customers team member
You must Up-sell to every customer
Role Play Rules
bull Customers must ask 2 questions about the menuproperty
bull Team members need to make different suggestions to each customer
Upselling for
Front OfficePresented by
Aj Scott
April 212011
>
No I am not
Aj Scott Michael Smith
The Spirit of HospitalityPresented by
Aj Scott
April 2011
>
SCOTT
Activity- IntroductionsIntroducing yourselfIntroduce two people to each other
Hello my name ishellipIrsquom fromhellip
Khun A I would like you to meet Khun B Khun B I would like you to meet Khun A
Different greetings for
1 Families with small children2 Honeymooning couple3 Guest with disabilities4 Seniors5 Women traveling alone
What do guests expect from the staff when they enter a business
ท3าให)แขกได)รบความพ4งพอใจหรอท3าเกนคาดMeet or Exceed Guest Expectation
Professional Appearancebull Maintain a neat professional well groomed appearance ดแลตนเองใหดด แตงกายปราณต สะอาด และเหมาะสมbull Wear a clean proper uniformbull สวมเคร+องแบบถกตอง และสะอาด
What words do you use when talking about Professional
Appearance
ความเปนมตรFriendliness
Friendliness
bull Smile ยม ต)อนรบอยางจรงใจbull Greet guests and co-workers enthusiastically and
bull Every guest has different expectations of what excellent service is and each employee has a unique opportunity to anticipate and meet those expectations
Fill guests request immediately or when they want something done
สนองตอบค3าร)องขอจากแขกทนท และเมอใดกตามทแขกขอ
Make guests feel as if they are your prioritybull ท3าให)แขกมความร)ส4กวา เขาเปนอนดบแรกทเราให)บรการ
Determining Guest Needs
Anticipate and list the potential needs from the groups below
1 Families with small children2 Honeymooning couple3 Guest with disabilities4 Seniors5 Women traveling alone
Activity 2
The supervisor is giving out daily work instructions before being on duty Notice the front office personnel appropriate
body language to indicate his or her understanding Then mark on the checklist
Student A is a supervisor and
Student B is a front office personnel
Activity 2 Checklist
a) Stand straight but not stiff
b) Balance your weight evenly on both feet
c) Your facial expression must match your message
13 Ask questions to confirm understanding
Questioning is very important
Confusion can also occur when it isnrsquot clear what you are asking
whether you are asking for more information or just checking that yoursquove understood what was
said
Ways to ask questions to confirm understanding include lsquoopen endedrsquo questions such as
ldquoSo I print out the address labels first then what do I dordquo
ldquoShould I send the brochures to all the travel agents listed
hererdquo
ldquoSo you want me to store the fruit in the
fridge Is that rightrdquo
I am sorry I do not understanding Can you tell me again
I am sorry Can you explain exactly what you want me to do
Just to be sure you want me tohellip
Exceed Guest ExpectationsbullThe ldquoHometownrdquo newspaperbullFresh Seafood Fruit etcbull5 star service
Sometimes when there is a problem seeking and offering possible solutions to it is very important
Most likely it is the same way as making suggesting
Making suggestion means giving your opinion about what should be done so you often use the same expressions that you use for expressing opinion
4 ขนตอนในการแก)ไขป+ญหาการ)องเรยนของลกค)าFour steps to effectively handle guest complaints
bullรบฟ+งป+ญหา (Listen to the problem)
bullกลาวขอโทษ (Apologize) ความเหนใจEmpathy
bullแก)ไขป+ญหา (Fix the problem)
bullตดตามผล (Follow up)
Role Play Activity
Handling Complaints
Thank youIrsquom sorryhellipI apologize
I empathizehellip
Perhaps we couldhelliporhellip
Is everything to your satisfaction
What are the top 5 complaints from your customers
What are the top 5 complaints from your boss
Activity Itrsquos all about Teamwork and Empathy
Which departmentco-worker should be contacted whenhellip
1 A guest complains that although he used the ldquoDo Not Disturbrsquo sign a room attendant knocked on the door and woke him up
2 A guest complain that cable is out on the TV and hersquos missing the World Cup match
3 The guest complains that their room smells like smoke4 A meeting planner complains the Air Conditioning in the
meeting room is broken
How would you show Empathy Who follows up
Connect all 9 Dots using only 4 straight lines without lifting the ldquopencilrdquo
Connect all 9 Dots using only 4 straight lines without lifting the ldquopencilrdquo
The key comes in realizing that you donrsquot have to stay ldquoinside the boxrdquo
12
3
4
T
E
A
M
ogether
ach
chieves
ore
ldquo I have a dream helliprdquo
Nobody is perfect but a team can
be
Uplift By flying ldquo V rdquo formation the
flock adds 71 to the (each on itrsquos own)
flying range
ldquo I have a dream helliprdquo
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Since service is not something guests can return or exchange their only option is
to complain
bull เพราะงานบรการมใชสงของทแขกจะสามารถคน
หรอเปลยนใหมใด) ดงนนวธเดยวทแขกของเราจะท3าใด)
คอ ค3าบน และ ร)องท$กข
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Additional Pointsขอแนะนา
bull Guests want a total quality experience not isolated pockets of excellence Work together as a team to resolve guest problems and deliver the best service possible
What are guest expectations (6) and how do we satisfy them
Slide 90
Slide 91
รปลกษณทดเปนมออาชพ Professional Appearance
Professional Appearance
Slide 94
ความเปนมตร Friendliness
Friendliness
Slide 97
อธยาศย Courtesy
Courtesy อธยาศย
Slide 100
ความเหนใจ Empathy
Empathy
Slide 103
ความรบผดชอบ Responsiveness
Responsiveness ความรบผดชอบ
Slide 106
ความยดหยน Flexibility
Flexibility ความ ยดหยด
Slide 109
Slide 110
Is the Tourism Industry right for you
Slide 112
Slide 113
Qualities Well Organized Good Strategic Planning Skills
Accommodations sector
Slide 116
Qualities Good with figures stats numbers Punctual Ethical
Slide 118
Slide 119
Qualities Good Problem Solving skills Likes completing projects
Property Management
Slide 122
Qualities SEXY NAUGHTY Bitchy
Slide 124
The Spirit of Hospitality Part 2 Delivering Quality Service
Delivering Quality Guest Service การมอบงานบรการทเปยมคณภา
Slide 127
การอานแขกใหออกแปลวาอะไร What does it mean to lsquoReadrsquo a guest
Slide 129
A few more points ขอแนะนำ
Additional Points ขอเพมเตม
Fill guests request immediately or when they want something d
Determining Guest Needs
Slide 134
Slide 135
Slide 136
Slide 137
Slide 138
Slide 139
Sometimes when there is a problem seeking and offering possibl
4 ขนตอนในการแกไขปญหาการองเรยนของลกคา Four steps to effe (2)
Slide 142
Activity Itrsquos all about Teamwork and Empathy
Slide 144
Connect all 9 Dots using only 4 straight lines without lifting
Connect all 9 Dots using only 4 straight lines without lifting (2)
Slide 147
Slide 148
การพฒนาคณภาพการบรการ Improving Service Quality
Since service is not something guests can return or exchange t
การพฒนาคณภาพการบรการ Improving Service Quality (2)
Additional Points ขอแนะนำ
Yes We Can
Slide 154
Honolulu Hawaii
Slide 156
Slide 157
Slide 158
What are other training ideas for your departmental team member
Work in groups
Cross Departmental Training (Weekly)
Yes We Can (2)
Slide 163
Slide 164
Slide 165
Slide 166
Slide 167
Slide 168
Check List2 Have a list of the possible questionsanswers about EACH product
What do you think
FEEDBACK PLEASE
Check List3 Practice Practice Practice with your team
(Repetition builds confidence)
Quiz staff Role PlayChallenge each other
Take the time itrsquos worth it
Lead by ExampleAsk Questions Find Answers
Make it fun
Quiz the staff If they canrsquot tell you the answer in Thai they sure canrsquot tell you in English
Check List
1Have a DETAILED menu or services list for staff
2 Have a list of the possible questionsanswers about EACH product
3 Practice Practice Practice
What do you think
FEEDBACK PLEASE
Help me help you help them
What should I focus on
Up-Selling Food and Beverage
Up-selling Front office
Share your thoughts
Two Questions1How can I help you help themPlease be specific
2 What ideas do you have for Banyan team training and HR development
Letrsquos Role Play
Two teamsFO FampB
CustomersKhun Rong Khun Nid Khun Koi
Team-membersKhun Nicole Khun Chana
Customers Khun Wee Khun Ton Khun Ma
Team-membersKhun Pim Khun Samran
You must Up-sell to every customer
Role Play Rules
bull Customers must ask 2 questions about the menuproperty
bull Team members need to make different suggestions to each customer
How long should a customer wait before they get their order takenBefore they receive their drinksBefore the receive their food
Check List
1Have a DETAILED menu or services list for staff
2 Have a list of the possible questionsanswers about EACH product
3 Practice Practice Practice
What do you think
FEEDBACK PLEASE
Help me help you help them
What should I focus on
Up-Selling Food and Beverage
Up-selling Front office
Share your thoughts
Two Questions1How can I help you help themPlease be specific
2 What ideas do you have for Banyan team training and HR development
THANK YOU
Up-selling for
Food and BeveragePresented by
Aj Scott
April 212011
>
What is ldquogood servicerdquo
Who knows the most about the food and beverage in a restaurant
70 of guests do not know what they will order when the come to a restaurant
It depends on you to make a guest experience even better by suggesting them food and beverages that they will like
It is YOUR responsibility to get the guest to order what is right for them But it should be done discreetly
Suggestive Selling
Increase a guestrsquos original order by giving them suggestions and ideas
This will increase guest satisfaction and average spend
Guests love suggestive selling because
bull It saves them timebull It saves them moneybull It saves them effortbull They get to try new products
Win-Win
We ldquoNOrdquo
ผมขอชารอนแกวหนงครบ
ขอโทษครบ แตของเรามบรการชามะนาวเยน
เทานน
โอเค ผมขอแคชามะนาวไมเอา
นาแขง hellipโอเค ครบ
ด ถก เรวndash ndashค$ณสามารถเลอกรบได)สองอยาง
ดและถก แตไมรวดเรวดและเรว แตไมถกเรวและถก แตไมด
Know Your product
The name and pronunciationThe ingredientsThe method of cookingThe portion sizeThe sauces and sidesThe substitutions
The Opening
Smile Eye Contact Greeting
Build relationship By asking questions
Identify wants and needsWants is something that a guest may like but not need Needs are the essentials
Making the Sales PresentationIdentify the OpportunitiesRecommend dishes or sidesGive the guest choicesDonrsquot pushMention a unique feature of the product
Use Descriptive WordsSpeak with Confidence
ExcellentFreshly
prepared
Delicous
Home made
Really Good
Refreshing Local
Read the body language of the guest not interested then change the recommendations suggest something else
Asking for the Sale
Asking the guest if the would like to order the recommended dish
Reassure the Guest of the Choice they made
Objections
Donrsquot take it Personally if the guest says no to the sale
>
Following Up
Check back after everyone has a chance to take a bite hellipIs the guest satisfied
Thank the guest
Offer slow moving but profitable items
Consider availability
Suggest beverages to go with their meal
Offer House Specials
Offer seconds
Suggest juices and smoothies
Letrsquos Role Play
3 customers team member
You must Up-sell to every customer
Role Play Rules
bull Customers must ask 2 questions about the menuproperty
bull Team members need to make different suggestions to each customer
Upselling for
Front OfficePresented by
Aj Scott
April 212011
>
No I am not
Aj Scott Michael Smith
The Spirit of HospitalityPresented by
Aj Scott
April 2011
>
SCOTT
Activity- IntroductionsIntroducing yourselfIntroduce two people to each other
Hello my name ishellipIrsquom fromhellip
Khun A I would like you to meet Khun B Khun B I would like you to meet Khun A
Different greetings for
1 Families with small children2 Honeymooning couple3 Guest with disabilities4 Seniors5 Women traveling alone
What do guests expect from the staff when they enter a business
ท3าให)แขกได)รบความพ4งพอใจหรอท3าเกนคาดMeet or Exceed Guest Expectation
Professional Appearancebull Maintain a neat professional well groomed appearance ดแลตนเองใหดด แตงกายปราณต สะอาด และเหมาะสมbull Wear a clean proper uniformbull สวมเคร+องแบบถกตอง และสะอาด
What words do you use when talking about Professional
Appearance
ความเปนมตรFriendliness
Friendliness
bull Smile ยม ต)อนรบอยางจรงใจbull Greet guests and co-workers enthusiastically and
bull Every guest has different expectations of what excellent service is and each employee has a unique opportunity to anticipate and meet those expectations
Fill guests request immediately or when they want something done
สนองตอบค3าร)องขอจากแขกทนท และเมอใดกตามทแขกขอ
Make guests feel as if they are your prioritybull ท3าให)แขกมความร)ส4กวา เขาเปนอนดบแรกทเราให)บรการ
Determining Guest Needs
Anticipate and list the potential needs from the groups below
1 Families with small children2 Honeymooning couple3 Guest with disabilities4 Seniors5 Women traveling alone
Activity 2
The supervisor is giving out daily work instructions before being on duty Notice the front office personnel appropriate
body language to indicate his or her understanding Then mark on the checklist
Student A is a supervisor and
Student B is a front office personnel
Activity 2 Checklist
a) Stand straight but not stiff
b) Balance your weight evenly on both feet
c) Your facial expression must match your message
13 Ask questions to confirm understanding
Questioning is very important
Confusion can also occur when it isnrsquot clear what you are asking
whether you are asking for more information or just checking that yoursquove understood what was
said
Ways to ask questions to confirm understanding include lsquoopen endedrsquo questions such as
ldquoSo I print out the address labels first then what do I dordquo
ldquoShould I send the brochures to all the travel agents listed
hererdquo
ldquoSo you want me to store the fruit in the
fridge Is that rightrdquo
I am sorry I do not understanding Can you tell me again
I am sorry Can you explain exactly what you want me to do
Just to be sure you want me tohellip
Exceed Guest ExpectationsbullThe ldquoHometownrdquo newspaperbullFresh Seafood Fruit etcbull5 star service
Sometimes when there is a problem seeking and offering possible solutions to it is very important
Most likely it is the same way as making suggesting
Making suggestion means giving your opinion about what should be done so you often use the same expressions that you use for expressing opinion
4 ขนตอนในการแก)ไขป+ญหาการ)องเรยนของลกค)าFour steps to effectively handle guest complaints
bullรบฟ+งป+ญหา (Listen to the problem)
bullกลาวขอโทษ (Apologize) ความเหนใจEmpathy
bullแก)ไขป+ญหา (Fix the problem)
bullตดตามผล (Follow up)
Role Play Activity
Handling Complaints
Thank youIrsquom sorryhellipI apologize
I empathizehellip
Perhaps we couldhelliporhellip
Is everything to your satisfaction
What are the top 5 complaints from your customers
What are the top 5 complaints from your boss
Activity Itrsquos all about Teamwork and Empathy
Which departmentco-worker should be contacted whenhellip
1 A guest complains that although he used the ldquoDo Not Disturbrsquo sign a room attendant knocked on the door and woke him up
2 A guest complain that cable is out on the TV and hersquos missing the World Cup match
3 The guest complains that their room smells like smoke4 A meeting planner complains the Air Conditioning in the
meeting room is broken
How would you show Empathy Who follows up
Connect all 9 Dots using only 4 straight lines without lifting the ldquopencilrdquo
Connect all 9 Dots using only 4 straight lines without lifting the ldquopencilrdquo
The key comes in realizing that you donrsquot have to stay ldquoinside the boxrdquo
12
3
4
T
E
A
M
ogether
ach
chieves
ore
ldquo I have a dream helliprdquo
Nobody is perfect but a team can
be
Uplift By flying ldquo V rdquo formation the
flock adds 71 to the (each on itrsquos own)
flying range
ldquo I have a dream helliprdquo
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Since service is not something guests can return or exchange their only option is
to complain
bull เพราะงานบรการมใชสงของทแขกจะสามารถคน
หรอเปลยนใหมใด) ดงนนวธเดยวทแขกของเราจะท3าใด)
คอ ค3าบน และ ร)องท$กข
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Additional Pointsขอแนะนา
bull Guests want a total quality experience not isolated pockets of excellence Work together as a team to resolve guest problems and deliver the best service possible
What are guest expectations (6) and how do we satisfy them
Slide 90
Slide 91
รปลกษณทดเปนมออาชพ Professional Appearance
Professional Appearance
Slide 94
ความเปนมตร Friendliness
Friendliness
Slide 97
อธยาศย Courtesy
Courtesy อธยาศย
Slide 100
ความเหนใจ Empathy
Empathy
Slide 103
ความรบผดชอบ Responsiveness
Responsiveness ความรบผดชอบ
Slide 106
ความยดหยน Flexibility
Flexibility ความ ยดหยด
Slide 109
Slide 110
Is the Tourism Industry right for you
Slide 112
Slide 113
Qualities Well Organized Good Strategic Planning Skills
Accommodations sector
Slide 116
Qualities Good with figures stats numbers Punctual Ethical
Slide 118
Slide 119
Qualities Good Problem Solving skills Likes completing projects
Property Management
Slide 122
Qualities SEXY NAUGHTY Bitchy
Slide 124
The Spirit of Hospitality Part 2 Delivering Quality Service
Delivering Quality Guest Service การมอบงานบรการทเปยมคณภา
Slide 127
การอานแขกใหออกแปลวาอะไร What does it mean to lsquoReadrsquo a guest
Slide 129
A few more points ขอแนะนำ
Additional Points ขอเพมเตม
Fill guests request immediately or when they want something d
Determining Guest Needs
Slide 134
Slide 135
Slide 136
Slide 137
Slide 138
Slide 139
Sometimes when there is a problem seeking and offering possibl
4 ขนตอนในการแกไขปญหาการองเรยนของลกคา Four steps to effe (2)
Slide 142
Activity Itrsquos all about Teamwork and Empathy
Slide 144
Connect all 9 Dots using only 4 straight lines without lifting
Connect all 9 Dots using only 4 straight lines without lifting (2)
Slide 147
Slide 148
การพฒนาคณภาพการบรการ Improving Service Quality
Since service is not something guests can return or exchange t
การพฒนาคณภาพการบรการ Improving Service Quality (2)
Additional Points ขอแนะนำ
Yes We Can
Slide 154
Honolulu Hawaii
Slide 156
Slide 157
Slide 158
What are other training ideas for your departmental team member
Work in groups
Cross Departmental Training (Weekly)
Yes We Can (2)
Slide 163
Slide 164
Slide 165
Slide 166
Slide 167
Slide 168
What do you think
FEEDBACK PLEASE
Check List3 Practice Practice Practice with your team
(Repetition builds confidence)
Quiz staff Role PlayChallenge each other
Take the time itrsquos worth it
Lead by ExampleAsk Questions Find Answers
Make it fun
Quiz the staff If they canrsquot tell you the answer in Thai they sure canrsquot tell you in English
Check List
1Have a DETAILED menu or services list for staff
2 Have a list of the possible questionsanswers about EACH product
3 Practice Practice Practice
What do you think
FEEDBACK PLEASE
Help me help you help them
What should I focus on
Up-Selling Food and Beverage
Up-selling Front office
Share your thoughts
Two Questions1How can I help you help themPlease be specific
2 What ideas do you have for Banyan team training and HR development
Letrsquos Role Play
Two teamsFO FampB
CustomersKhun Rong Khun Nid Khun Koi
Team-membersKhun Nicole Khun Chana
Customers Khun Wee Khun Ton Khun Ma
Team-membersKhun Pim Khun Samran
You must Up-sell to every customer
Role Play Rules
bull Customers must ask 2 questions about the menuproperty
bull Team members need to make different suggestions to each customer
How long should a customer wait before they get their order takenBefore they receive their drinksBefore the receive their food
Check List
1Have a DETAILED menu or services list for staff
2 Have a list of the possible questionsanswers about EACH product
3 Practice Practice Practice
What do you think
FEEDBACK PLEASE
Help me help you help them
What should I focus on
Up-Selling Food and Beverage
Up-selling Front office
Share your thoughts
Two Questions1How can I help you help themPlease be specific
2 What ideas do you have for Banyan team training and HR development
THANK YOU
Up-selling for
Food and BeveragePresented by
Aj Scott
April 212011
>
What is ldquogood servicerdquo
Who knows the most about the food and beverage in a restaurant
70 of guests do not know what they will order when the come to a restaurant
It depends on you to make a guest experience even better by suggesting them food and beverages that they will like
It is YOUR responsibility to get the guest to order what is right for them But it should be done discreetly
Suggestive Selling
Increase a guestrsquos original order by giving them suggestions and ideas
This will increase guest satisfaction and average spend
Guests love suggestive selling because
bull It saves them timebull It saves them moneybull It saves them effortbull They get to try new products
Win-Win
We ldquoNOrdquo
ผมขอชารอนแกวหนงครบ
ขอโทษครบ แตของเรามบรการชามะนาวเยน
เทานน
โอเค ผมขอแคชามะนาวไมเอา
นาแขง hellipโอเค ครบ
ด ถก เรวndash ndashค$ณสามารถเลอกรบได)สองอยาง
ดและถก แตไมรวดเรวดและเรว แตไมถกเรวและถก แตไมด
Know Your product
The name and pronunciationThe ingredientsThe method of cookingThe portion sizeThe sauces and sidesThe substitutions
The Opening
Smile Eye Contact Greeting
Build relationship By asking questions
Identify wants and needsWants is something that a guest may like but not need Needs are the essentials
Making the Sales PresentationIdentify the OpportunitiesRecommend dishes or sidesGive the guest choicesDonrsquot pushMention a unique feature of the product
Use Descriptive WordsSpeak with Confidence
ExcellentFreshly
prepared
Delicous
Home made
Really Good
Refreshing Local
Read the body language of the guest not interested then change the recommendations suggest something else
Asking for the Sale
Asking the guest if the would like to order the recommended dish
Reassure the Guest of the Choice they made
Objections
Donrsquot take it Personally if the guest says no to the sale
>
Following Up
Check back after everyone has a chance to take a bite hellipIs the guest satisfied
Thank the guest
Offer slow moving but profitable items
Consider availability
Suggest beverages to go with their meal
Offer House Specials
Offer seconds
Suggest juices and smoothies
Letrsquos Role Play
3 customers team member
You must Up-sell to every customer
Role Play Rules
bull Customers must ask 2 questions about the menuproperty
bull Team members need to make different suggestions to each customer
Upselling for
Front OfficePresented by
Aj Scott
April 212011
>
No I am not
Aj Scott Michael Smith
The Spirit of HospitalityPresented by
Aj Scott
April 2011
>
SCOTT
Activity- IntroductionsIntroducing yourselfIntroduce two people to each other
Hello my name ishellipIrsquom fromhellip
Khun A I would like you to meet Khun B Khun B I would like you to meet Khun A
Different greetings for
1 Families with small children2 Honeymooning couple3 Guest with disabilities4 Seniors5 Women traveling alone
What do guests expect from the staff when they enter a business
ท3าให)แขกได)รบความพ4งพอใจหรอท3าเกนคาดMeet or Exceed Guest Expectation
Professional Appearancebull Maintain a neat professional well groomed appearance ดแลตนเองใหดด แตงกายปราณต สะอาด และเหมาะสมbull Wear a clean proper uniformbull สวมเคร+องแบบถกตอง และสะอาด
What words do you use when talking about Professional
Appearance
ความเปนมตรFriendliness
Friendliness
bull Smile ยม ต)อนรบอยางจรงใจbull Greet guests and co-workers enthusiastically and
bull Every guest has different expectations of what excellent service is and each employee has a unique opportunity to anticipate and meet those expectations
Fill guests request immediately or when they want something done
สนองตอบค3าร)องขอจากแขกทนท และเมอใดกตามทแขกขอ
Make guests feel as if they are your prioritybull ท3าให)แขกมความร)ส4กวา เขาเปนอนดบแรกทเราให)บรการ
Determining Guest Needs
Anticipate and list the potential needs from the groups below
1 Families with small children2 Honeymooning couple3 Guest with disabilities4 Seniors5 Women traveling alone
Activity 2
The supervisor is giving out daily work instructions before being on duty Notice the front office personnel appropriate
body language to indicate his or her understanding Then mark on the checklist
Student A is a supervisor and
Student B is a front office personnel
Activity 2 Checklist
a) Stand straight but not stiff
b) Balance your weight evenly on both feet
c) Your facial expression must match your message
13 Ask questions to confirm understanding
Questioning is very important
Confusion can also occur when it isnrsquot clear what you are asking
whether you are asking for more information or just checking that yoursquove understood what was
said
Ways to ask questions to confirm understanding include lsquoopen endedrsquo questions such as
ldquoSo I print out the address labels first then what do I dordquo
ldquoShould I send the brochures to all the travel agents listed
hererdquo
ldquoSo you want me to store the fruit in the
fridge Is that rightrdquo
I am sorry I do not understanding Can you tell me again
I am sorry Can you explain exactly what you want me to do
Just to be sure you want me tohellip
Exceed Guest ExpectationsbullThe ldquoHometownrdquo newspaperbullFresh Seafood Fruit etcbull5 star service
Sometimes when there is a problem seeking and offering possible solutions to it is very important
Most likely it is the same way as making suggesting
Making suggestion means giving your opinion about what should be done so you often use the same expressions that you use for expressing opinion
4 ขนตอนในการแก)ไขป+ญหาการ)องเรยนของลกค)าFour steps to effectively handle guest complaints
bullรบฟ+งป+ญหา (Listen to the problem)
bullกลาวขอโทษ (Apologize) ความเหนใจEmpathy
bullแก)ไขป+ญหา (Fix the problem)
bullตดตามผล (Follow up)
Role Play Activity
Handling Complaints
Thank youIrsquom sorryhellipI apologize
I empathizehellip
Perhaps we couldhelliporhellip
Is everything to your satisfaction
What are the top 5 complaints from your customers
What are the top 5 complaints from your boss
Activity Itrsquos all about Teamwork and Empathy
Which departmentco-worker should be contacted whenhellip
1 A guest complains that although he used the ldquoDo Not Disturbrsquo sign a room attendant knocked on the door and woke him up
2 A guest complain that cable is out on the TV and hersquos missing the World Cup match
3 The guest complains that their room smells like smoke4 A meeting planner complains the Air Conditioning in the
meeting room is broken
How would you show Empathy Who follows up
Connect all 9 Dots using only 4 straight lines without lifting the ldquopencilrdquo
Connect all 9 Dots using only 4 straight lines without lifting the ldquopencilrdquo
The key comes in realizing that you donrsquot have to stay ldquoinside the boxrdquo
12
3
4
T
E
A
M
ogether
ach
chieves
ore
ldquo I have a dream helliprdquo
Nobody is perfect but a team can
be
Uplift By flying ldquo V rdquo formation the
flock adds 71 to the (each on itrsquos own)
flying range
ldquo I have a dream helliprdquo
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Since service is not something guests can return or exchange their only option is
to complain
bull เพราะงานบรการมใชสงของทแขกจะสามารถคน
หรอเปลยนใหมใด) ดงนนวธเดยวทแขกของเราจะท3าใด)
คอ ค3าบน และ ร)องท$กข
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Additional Pointsขอแนะนา
bull Guests want a total quality experience not isolated pockets of excellence Work together as a team to resolve guest problems and deliver the best service possible
What are guest expectations (6) and how do we satisfy them
Slide 90
Slide 91
รปลกษณทดเปนมออาชพ Professional Appearance
Professional Appearance
Slide 94
ความเปนมตร Friendliness
Friendliness
Slide 97
อธยาศย Courtesy
Courtesy อธยาศย
Slide 100
ความเหนใจ Empathy
Empathy
Slide 103
ความรบผดชอบ Responsiveness
Responsiveness ความรบผดชอบ
Slide 106
ความยดหยน Flexibility
Flexibility ความ ยดหยด
Slide 109
Slide 110
Is the Tourism Industry right for you
Slide 112
Slide 113
Qualities Well Organized Good Strategic Planning Skills
Accommodations sector
Slide 116
Qualities Good with figures stats numbers Punctual Ethical
Slide 118
Slide 119
Qualities Good Problem Solving skills Likes completing projects
Property Management
Slide 122
Qualities SEXY NAUGHTY Bitchy
Slide 124
The Spirit of Hospitality Part 2 Delivering Quality Service
Delivering Quality Guest Service การมอบงานบรการทเปยมคณภา
Slide 127
การอานแขกใหออกแปลวาอะไร What does it mean to lsquoReadrsquo a guest
Slide 129
A few more points ขอแนะนำ
Additional Points ขอเพมเตม
Fill guests request immediately or when they want something d
Determining Guest Needs
Slide 134
Slide 135
Slide 136
Slide 137
Slide 138
Slide 139
Sometimes when there is a problem seeking and offering possibl
4 ขนตอนในการแกไขปญหาการองเรยนของลกคา Four steps to effe (2)
Slide 142
Activity Itrsquos all about Teamwork and Empathy
Slide 144
Connect all 9 Dots using only 4 straight lines without lifting
Connect all 9 Dots using only 4 straight lines without lifting (2)
Slide 147
Slide 148
การพฒนาคณภาพการบรการ Improving Service Quality
Since service is not something guests can return or exchange t
การพฒนาคณภาพการบรการ Improving Service Quality (2)
Additional Points ขอแนะนำ
Yes We Can
Slide 154
Honolulu Hawaii
Slide 156
Slide 157
Slide 158
What are other training ideas for your departmental team member
Work in groups
Cross Departmental Training (Weekly)
Yes We Can (2)
Slide 163
Slide 164
Slide 165
Slide 166
Slide 167
Slide 168
Check List3 Practice Practice Practice with your team
(Repetition builds confidence)
Quiz staff Role PlayChallenge each other
Take the time itrsquos worth it
Lead by ExampleAsk Questions Find Answers
Make it fun
Quiz the staff If they canrsquot tell you the answer in Thai they sure canrsquot tell you in English
Check List
1Have a DETAILED menu or services list for staff
2 Have a list of the possible questionsanswers about EACH product
3 Practice Practice Practice
What do you think
FEEDBACK PLEASE
Help me help you help them
What should I focus on
Up-Selling Food and Beverage
Up-selling Front office
Share your thoughts
Two Questions1How can I help you help themPlease be specific
2 What ideas do you have for Banyan team training and HR development
Letrsquos Role Play
Two teamsFO FampB
CustomersKhun Rong Khun Nid Khun Koi
Team-membersKhun Nicole Khun Chana
Customers Khun Wee Khun Ton Khun Ma
Team-membersKhun Pim Khun Samran
You must Up-sell to every customer
Role Play Rules
bull Customers must ask 2 questions about the menuproperty
bull Team members need to make different suggestions to each customer
How long should a customer wait before they get their order takenBefore they receive their drinksBefore the receive their food
Check List
1Have a DETAILED menu or services list for staff
2 Have a list of the possible questionsanswers about EACH product
3 Practice Practice Practice
What do you think
FEEDBACK PLEASE
Help me help you help them
What should I focus on
Up-Selling Food and Beverage
Up-selling Front office
Share your thoughts
Two Questions1How can I help you help themPlease be specific
2 What ideas do you have for Banyan team training and HR development
THANK YOU
Up-selling for
Food and BeveragePresented by
Aj Scott
April 212011
>
What is ldquogood servicerdquo
Who knows the most about the food and beverage in a restaurant
70 of guests do not know what they will order when the come to a restaurant
It depends on you to make a guest experience even better by suggesting them food and beverages that they will like
It is YOUR responsibility to get the guest to order what is right for them But it should be done discreetly
Suggestive Selling
Increase a guestrsquos original order by giving them suggestions and ideas
This will increase guest satisfaction and average spend
Guests love suggestive selling because
bull It saves them timebull It saves them moneybull It saves them effortbull They get to try new products
Win-Win
We ldquoNOrdquo
ผมขอชารอนแกวหนงครบ
ขอโทษครบ แตของเรามบรการชามะนาวเยน
เทานน
โอเค ผมขอแคชามะนาวไมเอา
นาแขง hellipโอเค ครบ
ด ถก เรวndash ndashค$ณสามารถเลอกรบได)สองอยาง
ดและถก แตไมรวดเรวดและเรว แตไมถกเรวและถก แตไมด
Know Your product
The name and pronunciationThe ingredientsThe method of cookingThe portion sizeThe sauces and sidesThe substitutions
The Opening
Smile Eye Contact Greeting
Build relationship By asking questions
Identify wants and needsWants is something that a guest may like but not need Needs are the essentials
Making the Sales PresentationIdentify the OpportunitiesRecommend dishes or sidesGive the guest choicesDonrsquot pushMention a unique feature of the product
Use Descriptive WordsSpeak with Confidence
ExcellentFreshly
prepared
Delicous
Home made
Really Good
Refreshing Local
Read the body language of the guest not interested then change the recommendations suggest something else
Asking for the Sale
Asking the guest if the would like to order the recommended dish
Reassure the Guest of the Choice they made
Objections
Donrsquot take it Personally if the guest says no to the sale
>
Following Up
Check back after everyone has a chance to take a bite hellipIs the guest satisfied
Thank the guest
Offer slow moving but profitable items
Consider availability
Suggest beverages to go with their meal
Offer House Specials
Offer seconds
Suggest juices and smoothies
Letrsquos Role Play
3 customers team member
You must Up-sell to every customer
Role Play Rules
bull Customers must ask 2 questions about the menuproperty
bull Team members need to make different suggestions to each customer
Upselling for
Front OfficePresented by
Aj Scott
April 212011
>
No I am not
Aj Scott Michael Smith
The Spirit of HospitalityPresented by
Aj Scott
April 2011
>
SCOTT
Activity- IntroductionsIntroducing yourselfIntroduce two people to each other
Hello my name ishellipIrsquom fromhellip
Khun A I would like you to meet Khun B Khun B I would like you to meet Khun A
Different greetings for
1 Families with small children2 Honeymooning couple3 Guest with disabilities4 Seniors5 Women traveling alone
What do guests expect from the staff when they enter a business
ท3าให)แขกได)รบความพ4งพอใจหรอท3าเกนคาดMeet or Exceed Guest Expectation
Professional Appearancebull Maintain a neat professional well groomed appearance ดแลตนเองใหดด แตงกายปราณต สะอาด และเหมาะสมbull Wear a clean proper uniformbull สวมเคร+องแบบถกตอง และสะอาด
What words do you use when talking about Professional
Appearance
ความเปนมตรFriendliness
Friendliness
bull Smile ยม ต)อนรบอยางจรงใจbull Greet guests and co-workers enthusiastically and
bull Every guest has different expectations of what excellent service is and each employee has a unique opportunity to anticipate and meet those expectations
Fill guests request immediately or when they want something done
สนองตอบค3าร)องขอจากแขกทนท และเมอใดกตามทแขกขอ
Make guests feel as if they are your prioritybull ท3าให)แขกมความร)ส4กวา เขาเปนอนดบแรกทเราให)บรการ
Determining Guest Needs
Anticipate and list the potential needs from the groups below
1 Families with small children2 Honeymooning couple3 Guest with disabilities4 Seniors5 Women traveling alone
Activity 2
The supervisor is giving out daily work instructions before being on duty Notice the front office personnel appropriate
body language to indicate his or her understanding Then mark on the checklist
Student A is a supervisor and
Student B is a front office personnel
Activity 2 Checklist
a) Stand straight but not stiff
b) Balance your weight evenly on both feet
c) Your facial expression must match your message
13 Ask questions to confirm understanding
Questioning is very important
Confusion can also occur when it isnrsquot clear what you are asking
whether you are asking for more information or just checking that yoursquove understood what was
said
Ways to ask questions to confirm understanding include lsquoopen endedrsquo questions such as
ldquoSo I print out the address labels first then what do I dordquo
ldquoShould I send the brochures to all the travel agents listed
hererdquo
ldquoSo you want me to store the fruit in the
fridge Is that rightrdquo
I am sorry I do not understanding Can you tell me again
I am sorry Can you explain exactly what you want me to do
Just to be sure you want me tohellip
Exceed Guest ExpectationsbullThe ldquoHometownrdquo newspaperbullFresh Seafood Fruit etcbull5 star service
Sometimes when there is a problem seeking and offering possible solutions to it is very important
Most likely it is the same way as making suggesting
Making suggestion means giving your opinion about what should be done so you often use the same expressions that you use for expressing opinion
4 ขนตอนในการแก)ไขป+ญหาการ)องเรยนของลกค)าFour steps to effectively handle guest complaints
bullรบฟ+งป+ญหา (Listen to the problem)
bullกลาวขอโทษ (Apologize) ความเหนใจEmpathy
bullแก)ไขป+ญหา (Fix the problem)
bullตดตามผล (Follow up)
Role Play Activity
Handling Complaints
Thank youIrsquom sorryhellipI apologize
I empathizehellip
Perhaps we couldhelliporhellip
Is everything to your satisfaction
What are the top 5 complaints from your customers
What are the top 5 complaints from your boss
Activity Itrsquos all about Teamwork and Empathy
Which departmentco-worker should be contacted whenhellip
1 A guest complains that although he used the ldquoDo Not Disturbrsquo sign a room attendant knocked on the door and woke him up
2 A guest complain that cable is out on the TV and hersquos missing the World Cup match
3 The guest complains that their room smells like smoke4 A meeting planner complains the Air Conditioning in the
meeting room is broken
How would you show Empathy Who follows up
Connect all 9 Dots using only 4 straight lines without lifting the ldquopencilrdquo
Connect all 9 Dots using only 4 straight lines without lifting the ldquopencilrdquo
The key comes in realizing that you donrsquot have to stay ldquoinside the boxrdquo
12
3
4
T
E
A
M
ogether
ach
chieves
ore
ldquo I have a dream helliprdquo
Nobody is perfect but a team can
be
Uplift By flying ldquo V rdquo formation the
flock adds 71 to the (each on itrsquos own)
flying range
ldquo I have a dream helliprdquo
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Since service is not something guests can return or exchange their only option is
to complain
bull เพราะงานบรการมใชสงของทแขกจะสามารถคน
หรอเปลยนใหมใด) ดงนนวธเดยวทแขกของเราจะท3าใด)
คอ ค3าบน และ ร)องท$กข
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Additional Pointsขอแนะนา
bull Guests want a total quality experience not isolated pockets of excellence Work together as a team to resolve guest problems and deliver the best service possible
What are guest expectations (6) and how do we satisfy them
Slide 90
Slide 91
รปลกษณทดเปนมออาชพ Professional Appearance
Professional Appearance
Slide 94
ความเปนมตร Friendliness
Friendliness
Slide 97
อธยาศย Courtesy
Courtesy อธยาศย
Slide 100
ความเหนใจ Empathy
Empathy
Slide 103
ความรบผดชอบ Responsiveness
Responsiveness ความรบผดชอบ
Slide 106
ความยดหยน Flexibility
Flexibility ความ ยดหยด
Slide 109
Slide 110
Is the Tourism Industry right for you
Slide 112
Slide 113
Qualities Well Organized Good Strategic Planning Skills
Accommodations sector
Slide 116
Qualities Good with figures stats numbers Punctual Ethical
Slide 118
Slide 119
Qualities Good Problem Solving skills Likes completing projects
Property Management
Slide 122
Qualities SEXY NAUGHTY Bitchy
Slide 124
The Spirit of Hospitality Part 2 Delivering Quality Service
Delivering Quality Guest Service การมอบงานบรการทเปยมคณภา
Slide 127
การอานแขกใหออกแปลวาอะไร What does it mean to lsquoReadrsquo a guest
Slide 129
A few more points ขอแนะนำ
Additional Points ขอเพมเตม
Fill guests request immediately or when they want something d
Determining Guest Needs
Slide 134
Slide 135
Slide 136
Slide 137
Slide 138
Slide 139
Sometimes when there is a problem seeking and offering possibl
4 ขนตอนในการแกไขปญหาการองเรยนของลกคา Four steps to effe (2)
Slide 142
Activity Itrsquos all about Teamwork and Empathy
Slide 144
Connect all 9 Dots using only 4 straight lines without lifting
Connect all 9 Dots using only 4 straight lines without lifting (2)
Slide 147
Slide 148
การพฒนาคณภาพการบรการ Improving Service Quality
Since service is not something guests can return or exchange t
การพฒนาคณภาพการบรการ Improving Service Quality (2)
Additional Points ขอแนะนำ
Yes We Can
Slide 154
Honolulu Hawaii
Slide 156
Slide 157
Slide 158
What are other training ideas for your departmental team member
Work in groups
Cross Departmental Training (Weekly)
Yes We Can (2)
Slide 163
Slide 164
Slide 165
Slide 166
Slide 167
Slide 168
Quiz staff Role PlayChallenge each other
Take the time itrsquos worth it
Lead by ExampleAsk Questions Find Answers
Make it fun
Quiz the staff If they canrsquot tell you the answer in Thai they sure canrsquot tell you in English
Check List
1Have a DETAILED menu or services list for staff
2 Have a list of the possible questionsanswers about EACH product
3 Practice Practice Practice
What do you think
FEEDBACK PLEASE
Help me help you help them
What should I focus on
Up-Selling Food and Beverage
Up-selling Front office
Share your thoughts
Two Questions1How can I help you help themPlease be specific
2 What ideas do you have for Banyan team training and HR development
Letrsquos Role Play
Two teamsFO FampB
CustomersKhun Rong Khun Nid Khun Koi
Team-membersKhun Nicole Khun Chana
Customers Khun Wee Khun Ton Khun Ma
Team-membersKhun Pim Khun Samran
You must Up-sell to every customer
Role Play Rules
bull Customers must ask 2 questions about the menuproperty
bull Team members need to make different suggestions to each customer
How long should a customer wait before they get their order takenBefore they receive their drinksBefore the receive their food
Check List
1Have a DETAILED menu or services list for staff
2 Have a list of the possible questionsanswers about EACH product
3 Practice Practice Practice
What do you think
FEEDBACK PLEASE
Help me help you help them
What should I focus on
Up-Selling Food and Beverage
Up-selling Front office
Share your thoughts
Two Questions1How can I help you help themPlease be specific
2 What ideas do you have for Banyan team training and HR development
THANK YOU
Up-selling for
Food and BeveragePresented by
Aj Scott
April 212011
>
What is ldquogood servicerdquo
Who knows the most about the food and beverage in a restaurant
70 of guests do not know what they will order when the come to a restaurant
It depends on you to make a guest experience even better by suggesting them food and beverages that they will like
It is YOUR responsibility to get the guest to order what is right for them But it should be done discreetly
Suggestive Selling
Increase a guestrsquos original order by giving them suggestions and ideas
This will increase guest satisfaction and average spend
Guests love suggestive selling because
bull It saves them timebull It saves them moneybull It saves them effortbull They get to try new products
Win-Win
We ldquoNOrdquo
ผมขอชารอนแกวหนงครบ
ขอโทษครบ แตของเรามบรการชามะนาวเยน
เทานน
โอเค ผมขอแคชามะนาวไมเอา
นาแขง hellipโอเค ครบ
ด ถก เรวndash ndashค$ณสามารถเลอกรบได)สองอยาง
ดและถก แตไมรวดเรวดและเรว แตไมถกเรวและถก แตไมด
Know Your product
The name and pronunciationThe ingredientsThe method of cookingThe portion sizeThe sauces and sidesThe substitutions
The Opening
Smile Eye Contact Greeting
Build relationship By asking questions
Identify wants and needsWants is something that a guest may like but not need Needs are the essentials
Making the Sales PresentationIdentify the OpportunitiesRecommend dishes or sidesGive the guest choicesDonrsquot pushMention a unique feature of the product
Use Descriptive WordsSpeak with Confidence
ExcellentFreshly
prepared
Delicous
Home made
Really Good
Refreshing Local
Read the body language of the guest not interested then change the recommendations suggest something else
Asking for the Sale
Asking the guest if the would like to order the recommended dish
Reassure the Guest of the Choice they made
Objections
Donrsquot take it Personally if the guest says no to the sale
>
Following Up
Check back after everyone has a chance to take a bite hellipIs the guest satisfied
Thank the guest
Offer slow moving but profitable items
Consider availability
Suggest beverages to go with their meal
Offer House Specials
Offer seconds
Suggest juices and smoothies
Letrsquos Role Play
3 customers team member
You must Up-sell to every customer
Role Play Rules
bull Customers must ask 2 questions about the menuproperty
bull Team members need to make different suggestions to each customer
Upselling for
Front OfficePresented by
Aj Scott
April 212011
>
No I am not
Aj Scott Michael Smith
The Spirit of HospitalityPresented by
Aj Scott
April 2011
>
SCOTT
Activity- IntroductionsIntroducing yourselfIntroduce two people to each other
Hello my name ishellipIrsquom fromhellip
Khun A I would like you to meet Khun B Khun B I would like you to meet Khun A
Different greetings for
1 Families with small children2 Honeymooning couple3 Guest with disabilities4 Seniors5 Women traveling alone
What do guests expect from the staff when they enter a business
ท3าให)แขกได)รบความพ4งพอใจหรอท3าเกนคาดMeet or Exceed Guest Expectation
Professional Appearancebull Maintain a neat professional well groomed appearance ดแลตนเองใหดด แตงกายปราณต สะอาด และเหมาะสมbull Wear a clean proper uniformbull สวมเคร+องแบบถกตอง และสะอาด
What words do you use when talking about Professional
Appearance
ความเปนมตรFriendliness
Friendliness
bull Smile ยม ต)อนรบอยางจรงใจbull Greet guests and co-workers enthusiastically and
bull Every guest has different expectations of what excellent service is and each employee has a unique opportunity to anticipate and meet those expectations
Fill guests request immediately or when they want something done
สนองตอบค3าร)องขอจากแขกทนท และเมอใดกตามทแขกขอ
Make guests feel as if they are your prioritybull ท3าให)แขกมความร)ส4กวา เขาเปนอนดบแรกทเราให)บรการ
Determining Guest Needs
Anticipate and list the potential needs from the groups below
1 Families with small children2 Honeymooning couple3 Guest with disabilities4 Seniors5 Women traveling alone
Activity 2
The supervisor is giving out daily work instructions before being on duty Notice the front office personnel appropriate
body language to indicate his or her understanding Then mark on the checklist
Student A is a supervisor and
Student B is a front office personnel
Activity 2 Checklist
a) Stand straight but not stiff
b) Balance your weight evenly on both feet
c) Your facial expression must match your message
13 Ask questions to confirm understanding
Questioning is very important
Confusion can also occur when it isnrsquot clear what you are asking
whether you are asking for more information or just checking that yoursquove understood what was
said
Ways to ask questions to confirm understanding include lsquoopen endedrsquo questions such as
ldquoSo I print out the address labels first then what do I dordquo
ldquoShould I send the brochures to all the travel agents listed
hererdquo
ldquoSo you want me to store the fruit in the
fridge Is that rightrdquo
I am sorry I do not understanding Can you tell me again
I am sorry Can you explain exactly what you want me to do
Just to be sure you want me tohellip
Exceed Guest ExpectationsbullThe ldquoHometownrdquo newspaperbullFresh Seafood Fruit etcbull5 star service
Sometimes when there is a problem seeking and offering possible solutions to it is very important
Most likely it is the same way as making suggesting
Making suggestion means giving your opinion about what should be done so you often use the same expressions that you use for expressing opinion
4 ขนตอนในการแก)ไขป+ญหาการ)องเรยนของลกค)าFour steps to effectively handle guest complaints
bullรบฟ+งป+ญหา (Listen to the problem)
bullกลาวขอโทษ (Apologize) ความเหนใจEmpathy
bullแก)ไขป+ญหา (Fix the problem)
bullตดตามผล (Follow up)
Role Play Activity
Handling Complaints
Thank youIrsquom sorryhellipI apologize
I empathizehellip
Perhaps we couldhelliporhellip
Is everything to your satisfaction
What are the top 5 complaints from your customers
What are the top 5 complaints from your boss
Activity Itrsquos all about Teamwork and Empathy
Which departmentco-worker should be contacted whenhellip
1 A guest complains that although he used the ldquoDo Not Disturbrsquo sign a room attendant knocked on the door and woke him up
2 A guest complain that cable is out on the TV and hersquos missing the World Cup match
3 The guest complains that their room smells like smoke4 A meeting planner complains the Air Conditioning in the
meeting room is broken
How would you show Empathy Who follows up
Connect all 9 Dots using only 4 straight lines without lifting the ldquopencilrdquo
Connect all 9 Dots using only 4 straight lines without lifting the ldquopencilrdquo
The key comes in realizing that you donrsquot have to stay ldquoinside the boxrdquo
12
3
4
T
E
A
M
ogether
ach
chieves
ore
ldquo I have a dream helliprdquo
Nobody is perfect but a team can
be
Uplift By flying ldquo V rdquo formation the
flock adds 71 to the (each on itrsquos own)
flying range
ldquo I have a dream helliprdquo
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Since service is not something guests can return or exchange their only option is
to complain
bull เพราะงานบรการมใชสงของทแขกจะสามารถคน
หรอเปลยนใหมใด) ดงนนวธเดยวทแขกของเราจะท3าใด)
คอ ค3าบน และ ร)องท$กข
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Additional Pointsขอแนะนา
bull Guests want a total quality experience not isolated pockets of excellence Work together as a team to resolve guest problems and deliver the best service possible
What are guest expectations (6) and how do we satisfy them
Slide 90
Slide 91
รปลกษณทดเปนมออาชพ Professional Appearance
Professional Appearance
Slide 94
ความเปนมตร Friendliness
Friendliness
Slide 97
อธยาศย Courtesy
Courtesy อธยาศย
Slide 100
ความเหนใจ Empathy
Empathy
Slide 103
ความรบผดชอบ Responsiveness
Responsiveness ความรบผดชอบ
Slide 106
ความยดหยน Flexibility
Flexibility ความ ยดหยด
Slide 109
Slide 110
Is the Tourism Industry right for you
Slide 112
Slide 113
Qualities Well Organized Good Strategic Planning Skills
Accommodations sector
Slide 116
Qualities Good with figures stats numbers Punctual Ethical
Slide 118
Slide 119
Qualities Good Problem Solving skills Likes completing projects
Property Management
Slide 122
Qualities SEXY NAUGHTY Bitchy
Slide 124
The Spirit of Hospitality Part 2 Delivering Quality Service
Delivering Quality Guest Service การมอบงานบรการทเปยมคณภา
Slide 127
การอานแขกใหออกแปลวาอะไร What does it mean to lsquoReadrsquo a guest
Slide 129
A few more points ขอแนะนำ
Additional Points ขอเพมเตม
Fill guests request immediately or when they want something d
Determining Guest Needs
Slide 134
Slide 135
Slide 136
Slide 137
Slide 138
Slide 139
Sometimes when there is a problem seeking and offering possibl
4 ขนตอนในการแกไขปญหาการองเรยนของลกคา Four steps to effe (2)
Slide 142
Activity Itrsquos all about Teamwork and Empathy
Slide 144
Connect all 9 Dots using only 4 straight lines without lifting
Connect all 9 Dots using only 4 straight lines without lifting (2)
Slide 147
Slide 148
การพฒนาคณภาพการบรการ Improving Service Quality
Since service is not something guests can return or exchange t
การพฒนาคณภาพการบรการ Improving Service Quality (2)
Additional Points ขอแนะนำ
Yes We Can
Slide 154
Honolulu Hawaii
Slide 156
Slide 157
Slide 158
What are other training ideas for your departmental team member
Work in groups
Cross Departmental Training (Weekly)
Yes We Can (2)
Slide 163
Slide 164
Slide 165
Slide 166
Slide 167
Slide 168
Lead by ExampleAsk Questions Find Answers
Make it fun
Quiz the staff If they canrsquot tell you the answer in Thai they sure canrsquot tell you in English
Check List
1Have a DETAILED menu or services list for staff
2 Have a list of the possible questionsanswers about EACH product
3 Practice Practice Practice
What do you think
FEEDBACK PLEASE
Help me help you help them
What should I focus on
Up-Selling Food and Beverage
Up-selling Front office
Share your thoughts
Two Questions1How can I help you help themPlease be specific
2 What ideas do you have for Banyan team training and HR development
Letrsquos Role Play
Two teamsFO FampB
CustomersKhun Rong Khun Nid Khun Koi
Team-membersKhun Nicole Khun Chana
Customers Khun Wee Khun Ton Khun Ma
Team-membersKhun Pim Khun Samran
You must Up-sell to every customer
Role Play Rules
bull Customers must ask 2 questions about the menuproperty
bull Team members need to make different suggestions to each customer
How long should a customer wait before they get their order takenBefore they receive their drinksBefore the receive their food
Check List
1Have a DETAILED menu or services list for staff
2 Have a list of the possible questionsanswers about EACH product
3 Practice Practice Practice
What do you think
FEEDBACK PLEASE
Help me help you help them
What should I focus on
Up-Selling Food and Beverage
Up-selling Front office
Share your thoughts
Two Questions1How can I help you help themPlease be specific
2 What ideas do you have for Banyan team training and HR development
THANK YOU
Up-selling for
Food and BeveragePresented by
Aj Scott
April 212011
>
What is ldquogood servicerdquo
Who knows the most about the food and beverage in a restaurant
70 of guests do not know what they will order when the come to a restaurant
It depends on you to make a guest experience even better by suggesting them food and beverages that they will like
It is YOUR responsibility to get the guest to order what is right for them But it should be done discreetly
Suggestive Selling
Increase a guestrsquos original order by giving them suggestions and ideas
This will increase guest satisfaction and average spend
Guests love suggestive selling because
bull It saves them timebull It saves them moneybull It saves them effortbull They get to try new products
Win-Win
We ldquoNOrdquo
ผมขอชารอนแกวหนงครบ
ขอโทษครบ แตของเรามบรการชามะนาวเยน
เทานน
โอเค ผมขอแคชามะนาวไมเอา
นาแขง hellipโอเค ครบ
ด ถก เรวndash ndashค$ณสามารถเลอกรบได)สองอยาง
ดและถก แตไมรวดเรวดและเรว แตไมถกเรวและถก แตไมด
Know Your product
The name and pronunciationThe ingredientsThe method of cookingThe portion sizeThe sauces and sidesThe substitutions
The Opening
Smile Eye Contact Greeting
Build relationship By asking questions
Identify wants and needsWants is something that a guest may like but not need Needs are the essentials
Making the Sales PresentationIdentify the OpportunitiesRecommend dishes or sidesGive the guest choicesDonrsquot pushMention a unique feature of the product
Use Descriptive WordsSpeak with Confidence
ExcellentFreshly
prepared
Delicous
Home made
Really Good
Refreshing Local
Read the body language of the guest not interested then change the recommendations suggest something else
Asking for the Sale
Asking the guest if the would like to order the recommended dish
Reassure the Guest of the Choice they made
Objections
Donrsquot take it Personally if the guest says no to the sale
>
Following Up
Check back after everyone has a chance to take a bite hellipIs the guest satisfied
Thank the guest
Offer slow moving but profitable items
Consider availability
Suggest beverages to go with their meal
Offer House Specials
Offer seconds
Suggest juices and smoothies
Letrsquos Role Play
3 customers team member
You must Up-sell to every customer
Role Play Rules
bull Customers must ask 2 questions about the menuproperty
bull Team members need to make different suggestions to each customer
Upselling for
Front OfficePresented by
Aj Scott
April 212011
>
No I am not
Aj Scott Michael Smith
The Spirit of HospitalityPresented by
Aj Scott
April 2011
>
SCOTT
Activity- IntroductionsIntroducing yourselfIntroduce two people to each other
Hello my name ishellipIrsquom fromhellip
Khun A I would like you to meet Khun B Khun B I would like you to meet Khun A
Different greetings for
1 Families with small children2 Honeymooning couple3 Guest with disabilities4 Seniors5 Women traveling alone
What do guests expect from the staff when they enter a business
ท3าให)แขกได)รบความพ4งพอใจหรอท3าเกนคาดMeet or Exceed Guest Expectation
Professional Appearancebull Maintain a neat professional well groomed appearance ดแลตนเองใหดด แตงกายปราณต สะอาด และเหมาะสมbull Wear a clean proper uniformbull สวมเคร+องแบบถกตอง และสะอาด
What words do you use when talking about Professional
Appearance
ความเปนมตรFriendliness
Friendliness
bull Smile ยม ต)อนรบอยางจรงใจbull Greet guests and co-workers enthusiastically and
bull Every guest has different expectations of what excellent service is and each employee has a unique opportunity to anticipate and meet those expectations
Fill guests request immediately or when they want something done
สนองตอบค3าร)องขอจากแขกทนท และเมอใดกตามทแขกขอ
Make guests feel as if they are your prioritybull ท3าให)แขกมความร)ส4กวา เขาเปนอนดบแรกทเราให)บรการ
Determining Guest Needs
Anticipate and list the potential needs from the groups below
1 Families with small children2 Honeymooning couple3 Guest with disabilities4 Seniors5 Women traveling alone
Activity 2
The supervisor is giving out daily work instructions before being on duty Notice the front office personnel appropriate
body language to indicate his or her understanding Then mark on the checklist
Student A is a supervisor and
Student B is a front office personnel
Activity 2 Checklist
a) Stand straight but not stiff
b) Balance your weight evenly on both feet
c) Your facial expression must match your message
13 Ask questions to confirm understanding
Questioning is very important
Confusion can also occur when it isnrsquot clear what you are asking
whether you are asking for more information or just checking that yoursquove understood what was
said
Ways to ask questions to confirm understanding include lsquoopen endedrsquo questions such as
ldquoSo I print out the address labels first then what do I dordquo
ldquoShould I send the brochures to all the travel agents listed
hererdquo
ldquoSo you want me to store the fruit in the
fridge Is that rightrdquo
I am sorry I do not understanding Can you tell me again
I am sorry Can you explain exactly what you want me to do
Just to be sure you want me tohellip
Exceed Guest ExpectationsbullThe ldquoHometownrdquo newspaperbullFresh Seafood Fruit etcbull5 star service
Sometimes when there is a problem seeking and offering possible solutions to it is very important
Most likely it is the same way as making suggesting
Making suggestion means giving your opinion about what should be done so you often use the same expressions that you use for expressing opinion
4 ขนตอนในการแก)ไขป+ญหาการ)องเรยนของลกค)าFour steps to effectively handle guest complaints
bullรบฟ+งป+ญหา (Listen to the problem)
bullกลาวขอโทษ (Apologize) ความเหนใจEmpathy
bullแก)ไขป+ญหา (Fix the problem)
bullตดตามผล (Follow up)
Role Play Activity
Handling Complaints
Thank youIrsquom sorryhellipI apologize
I empathizehellip
Perhaps we couldhelliporhellip
Is everything to your satisfaction
What are the top 5 complaints from your customers
What are the top 5 complaints from your boss
Activity Itrsquos all about Teamwork and Empathy
Which departmentco-worker should be contacted whenhellip
1 A guest complains that although he used the ldquoDo Not Disturbrsquo sign a room attendant knocked on the door and woke him up
2 A guest complain that cable is out on the TV and hersquos missing the World Cup match
3 The guest complains that their room smells like smoke4 A meeting planner complains the Air Conditioning in the
meeting room is broken
How would you show Empathy Who follows up
Connect all 9 Dots using only 4 straight lines without lifting the ldquopencilrdquo
Connect all 9 Dots using only 4 straight lines without lifting the ldquopencilrdquo
The key comes in realizing that you donrsquot have to stay ldquoinside the boxrdquo
12
3
4
T
E
A
M
ogether
ach
chieves
ore
ldquo I have a dream helliprdquo
Nobody is perfect but a team can
be
Uplift By flying ldquo V rdquo formation the
flock adds 71 to the (each on itrsquos own)
flying range
ldquo I have a dream helliprdquo
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Since service is not something guests can return or exchange their only option is
to complain
bull เพราะงานบรการมใชสงของทแขกจะสามารถคน
หรอเปลยนใหมใด) ดงนนวธเดยวทแขกของเราจะท3าใด)
คอ ค3าบน และ ร)องท$กข
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Additional Pointsขอแนะนา
bull Guests want a total quality experience not isolated pockets of excellence Work together as a team to resolve guest problems and deliver the best service possible
What are guest expectations (6) and how do we satisfy them
Slide 90
Slide 91
รปลกษณทดเปนมออาชพ Professional Appearance
Professional Appearance
Slide 94
ความเปนมตร Friendliness
Friendliness
Slide 97
อธยาศย Courtesy
Courtesy อธยาศย
Slide 100
ความเหนใจ Empathy
Empathy
Slide 103
ความรบผดชอบ Responsiveness
Responsiveness ความรบผดชอบ
Slide 106
ความยดหยน Flexibility
Flexibility ความ ยดหยด
Slide 109
Slide 110
Is the Tourism Industry right for you
Slide 112
Slide 113
Qualities Well Organized Good Strategic Planning Skills
Accommodations sector
Slide 116
Qualities Good with figures stats numbers Punctual Ethical
Slide 118
Slide 119
Qualities Good Problem Solving skills Likes completing projects
Property Management
Slide 122
Qualities SEXY NAUGHTY Bitchy
Slide 124
The Spirit of Hospitality Part 2 Delivering Quality Service
Delivering Quality Guest Service การมอบงานบรการทเปยมคณภา
Slide 127
การอานแขกใหออกแปลวาอะไร What does it mean to lsquoReadrsquo a guest
Slide 129
A few more points ขอแนะนำ
Additional Points ขอเพมเตม
Fill guests request immediately or when they want something d
Determining Guest Needs
Slide 134
Slide 135
Slide 136
Slide 137
Slide 138
Slide 139
Sometimes when there is a problem seeking and offering possibl
4 ขนตอนในการแกไขปญหาการองเรยนของลกคา Four steps to effe (2)
Slide 142
Activity Itrsquos all about Teamwork and Empathy
Slide 144
Connect all 9 Dots using only 4 straight lines without lifting
Connect all 9 Dots using only 4 straight lines without lifting (2)
Slide 147
Slide 148
การพฒนาคณภาพการบรการ Improving Service Quality
Since service is not something guests can return or exchange t
การพฒนาคณภาพการบรการ Improving Service Quality (2)
Additional Points ขอแนะนำ
Yes We Can
Slide 154
Honolulu Hawaii
Slide 156
Slide 157
Slide 158
What are other training ideas for your departmental team member
Work in groups
Cross Departmental Training (Weekly)
Yes We Can (2)
Slide 163
Slide 164
Slide 165
Slide 166
Slide 167
Slide 168
Quiz the staff If they canrsquot tell you the answer in Thai they sure canrsquot tell you in English
Check List
1Have a DETAILED menu or services list for staff
2 Have a list of the possible questionsanswers about EACH product
3 Practice Practice Practice
What do you think
FEEDBACK PLEASE
Help me help you help them
What should I focus on
Up-Selling Food and Beverage
Up-selling Front office
Share your thoughts
Two Questions1How can I help you help themPlease be specific
2 What ideas do you have for Banyan team training and HR development
Letrsquos Role Play
Two teamsFO FampB
CustomersKhun Rong Khun Nid Khun Koi
Team-membersKhun Nicole Khun Chana
Customers Khun Wee Khun Ton Khun Ma
Team-membersKhun Pim Khun Samran
You must Up-sell to every customer
Role Play Rules
bull Customers must ask 2 questions about the menuproperty
bull Team members need to make different suggestions to each customer
How long should a customer wait before they get their order takenBefore they receive their drinksBefore the receive their food
Check List
1Have a DETAILED menu or services list for staff
2 Have a list of the possible questionsanswers about EACH product
3 Practice Practice Practice
What do you think
FEEDBACK PLEASE
Help me help you help them
What should I focus on
Up-Selling Food and Beverage
Up-selling Front office
Share your thoughts
Two Questions1How can I help you help themPlease be specific
2 What ideas do you have for Banyan team training and HR development
THANK YOU
Up-selling for
Food and BeveragePresented by
Aj Scott
April 212011
>
What is ldquogood servicerdquo
Who knows the most about the food and beverage in a restaurant
70 of guests do not know what they will order when the come to a restaurant
It depends on you to make a guest experience even better by suggesting them food and beverages that they will like
It is YOUR responsibility to get the guest to order what is right for them But it should be done discreetly
Suggestive Selling
Increase a guestrsquos original order by giving them suggestions and ideas
This will increase guest satisfaction and average spend
Guests love suggestive selling because
bull It saves them timebull It saves them moneybull It saves them effortbull They get to try new products
Win-Win
We ldquoNOrdquo
ผมขอชารอนแกวหนงครบ
ขอโทษครบ แตของเรามบรการชามะนาวเยน
เทานน
โอเค ผมขอแคชามะนาวไมเอา
นาแขง hellipโอเค ครบ
ด ถก เรวndash ndashค$ณสามารถเลอกรบได)สองอยาง
ดและถก แตไมรวดเรวดและเรว แตไมถกเรวและถก แตไมด
Know Your product
The name and pronunciationThe ingredientsThe method of cookingThe portion sizeThe sauces and sidesThe substitutions
The Opening
Smile Eye Contact Greeting
Build relationship By asking questions
Identify wants and needsWants is something that a guest may like but not need Needs are the essentials
Making the Sales PresentationIdentify the OpportunitiesRecommend dishes or sidesGive the guest choicesDonrsquot pushMention a unique feature of the product
Use Descriptive WordsSpeak with Confidence
ExcellentFreshly
prepared
Delicous
Home made
Really Good
Refreshing Local
Read the body language of the guest not interested then change the recommendations suggest something else
Asking for the Sale
Asking the guest if the would like to order the recommended dish
Reassure the Guest of the Choice they made
Objections
Donrsquot take it Personally if the guest says no to the sale
>
Following Up
Check back after everyone has a chance to take a bite hellipIs the guest satisfied
Thank the guest
Offer slow moving but profitable items
Consider availability
Suggest beverages to go with their meal
Offer House Specials
Offer seconds
Suggest juices and smoothies
Letrsquos Role Play
3 customers team member
You must Up-sell to every customer
Role Play Rules
bull Customers must ask 2 questions about the menuproperty
bull Team members need to make different suggestions to each customer
Upselling for
Front OfficePresented by
Aj Scott
April 212011
>
No I am not
Aj Scott Michael Smith
The Spirit of HospitalityPresented by
Aj Scott
April 2011
>
SCOTT
Activity- IntroductionsIntroducing yourselfIntroduce two people to each other
Hello my name ishellipIrsquom fromhellip
Khun A I would like you to meet Khun B Khun B I would like you to meet Khun A
Different greetings for
1 Families with small children2 Honeymooning couple3 Guest with disabilities4 Seniors5 Women traveling alone
What do guests expect from the staff when they enter a business
ท3าให)แขกได)รบความพ4งพอใจหรอท3าเกนคาดMeet or Exceed Guest Expectation
Professional Appearancebull Maintain a neat professional well groomed appearance ดแลตนเองใหดด แตงกายปราณต สะอาด และเหมาะสมbull Wear a clean proper uniformbull สวมเคร+องแบบถกตอง และสะอาด
What words do you use when talking about Professional
Appearance
ความเปนมตรFriendliness
Friendliness
bull Smile ยม ต)อนรบอยางจรงใจbull Greet guests and co-workers enthusiastically and
bull Every guest has different expectations of what excellent service is and each employee has a unique opportunity to anticipate and meet those expectations
Fill guests request immediately or when they want something done
สนองตอบค3าร)องขอจากแขกทนท และเมอใดกตามทแขกขอ
Make guests feel as if they are your prioritybull ท3าให)แขกมความร)ส4กวา เขาเปนอนดบแรกทเราให)บรการ
Determining Guest Needs
Anticipate and list the potential needs from the groups below
1 Families with small children2 Honeymooning couple3 Guest with disabilities4 Seniors5 Women traveling alone
Activity 2
The supervisor is giving out daily work instructions before being on duty Notice the front office personnel appropriate
body language to indicate his or her understanding Then mark on the checklist
Student A is a supervisor and
Student B is a front office personnel
Activity 2 Checklist
a) Stand straight but not stiff
b) Balance your weight evenly on both feet
c) Your facial expression must match your message
13 Ask questions to confirm understanding
Questioning is very important
Confusion can also occur when it isnrsquot clear what you are asking
whether you are asking for more information or just checking that yoursquove understood what was
said
Ways to ask questions to confirm understanding include lsquoopen endedrsquo questions such as
ldquoSo I print out the address labels first then what do I dordquo
ldquoShould I send the brochures to all the travel agents listed
hererdquo
ldquoSo you want me to store the fruit in the
fridge Is that rightrdquo
I am sorry I do not understanding Can you tell me again
I am sorry Can you explain exactly what you want me to do
Just to be sure you want me tohellip
Exceed Guest ExpectationsbullThe ldquoHometownrdquo newspaperbullFresh Seafood Fruit etcbull5 star service
Sometimes when there is a problem seeking and offering possible solutions to it is very important
Most likely it is the same way as making suggesting
Making suggestion means giving your opinion about what should be done so you often use the same expressions that you use for expressing opinion
4 ขนตอนในการแก)ไขป+ญหาการ)องเรยนของลกค)าFour steps to effectively handle guest complaints
bullรบฟ+งป+ญหา (Listen to the problem)
bullกลาวขอโทษ (Apologize) ความเหนใจEmpathy
bullแก)ไขป+ญหา (Fix the problem)
bullตดตามผล (Follow up)
Role Play Activity
Handling Complaints
Thank youIrsquom sorryhellipI apologize
I empathizehellip
Perhaps we couldhelliporhellip
Is everything to your satisfaction
What are the top 5 complaints from your customers
What are the top 5 complaints from your boss
Activity Itrsquos all about Teamwork and Empathy
Which departmentco-worker should be contacted whenhellip
1 A guest complains that although he used the ldquoDo Not Disturbrsquo sign a room attendant knocked on the door and woke him up
2 A guest complain that cable is out on the TV and hersquos missing the World Cup match
3 The guest complains that their room smells like smoke4 A meeting planner complains the Air Conditioning in the
meeting room is broken
How would you show Empathy Who follows up
Connect all 9 Dots using only 4 straight lines without lifting the ldquopencilrdquo
Connect all 9 Dots using only 4 straight lines without lifting the ldquopencilrdquo
The key comes in realizing that you donrsquot have to stay ldquoinside the boxrdquo
12
3
4
T
E
A
M
ogether
ach
chieves
ore
ldquo I have a dream helliprdquo
Nobody is perfect but a team can
be
Uplift By flying ldquo V rdquo formation the
flock adds 71 to the (each on itrsquos own)
flying range
ldquo I have a dream helliprdquo
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Since service is not something guests can return or exchange their only option is
to complain
bull เพราะงานบรการมใชสงของทแขกจะสามารถคน
หรอเปลยนใหมใด) ดงนนวธเดยวทแขกของเราจะท3าใด)
คอ ค3าบน และ ร)องท$กข
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Additional Pointsขอแนะนา
bull Guests want a total quality experience not isolated pockets of excellence Work together as a team to resolve guest problems and deliver the best service possible
What are guest expectations (6) and how do we satisfy them
Slide 90
Slide 91
รปลกษณทดเปนมออาชพ Professional Appearance
Professional Appearance
Slide 94
ความเปนมตร Friendliness
Friendliness
Slide 97
อธยาศย Courtesy
Courtesy อธยาศย
Slide 100
ความเหนใจ Empathy
Empathy
Slide 103
ความรบผดชอบ Responsiveness
Responsiveness ความรบผดชอบ
Slide 106
ความยดหยน Flexibility
Flexibility ความ ยดหยด
Slide 109
Slide 110
Is the Tourism Industry right for you
Slide 112
Slide 113
Qualities Well Organized Good Strategic Planning Skills
Accommodations sector
Slide 116
Qualities Good with figures stats numbers Punctual Ethical
Slide 118
Slide 119
Qualities Good Problem Solving skills Likes completing projects
Property Management
Slide 122
Qualities SEXY NAUGHTY Bitchy
Slide 124
The Spirit of Hospitality Part 2 Delivering Quality Service
Delivering Quality Guest Service การมอบงานบรการทเปยมคณภา
Slide 127
การอานแขกใหออกแปลวาอะไร What does it mean to lsquoReadrsquo a guest
Slide 129
A few more points ขอแนะนำ
Additional Points ขอเพมเตม
Fill guests request immediately or when they want something d
Determining Guest Needs
Slide 134
Slide 135
Slide 136
Slide 137
Slide 138
Slide 139
Sometimes when there is a problem seeking and offering possibl
4 ขนตอนในการแกไขปญหาการองเรยนของลกคา Four steps to effe (2)
Slide 142
Activity Itrsquos all about Teamwork and Empathy
Slide 144
Connect all 9 Dots using only 4 straight lines without lifting
Connect all 9 Dots using only 4 straight lines without lifting (2)
Slide 147
Slide 148
การพฒนาคณภาพการบรการ Improving Service Quality
Since service is not something guests can return or exchange t
การพฒนาคณภาพการบรการ Improving Service Quality (2)
Additional Points ขอแนะนำ
Yes We Can
Slide 154
Honolulu Hawaii
Slide 156
Slide 157
Slide 158
What are other training ideas for your departmental team member
Work in groups
Cross Departmental Training (Weekly)
Yes We Can (2)
Slide 163
Slide 164
Slide 165
Slide 166
Slide 167
Slide 168
Check List
1Have a DETAILED menu or services list for staff
2 Have a list of the possible questionsanswers about EACH product
3 Practice Practice Practice
What do you think
FEEDBACK PLEASE
Help me help you help them
What should I focus on
Up-Selling Food and Beverage
Up-selling Front office
Share your thoughts
Two Questions1How can I help you help themPlease be specific
2 What ideas do you have for Banyan team training and HR development
Letrsquos Role Play
Two teamsFO FampB
CustomersKhun Rong Khun Nid Khun Koi
Team-membersKhun Nicole Khun Chana
Customers Khun Wee Khun Ton Khun Ma
Team-membersKhun Pim Khun Samran
You must Up-sell to every customer
Role Play Rules
bull Customers must ask 2 questions about the menuproperty
bull Team members need to make different suggestions to each customer
How long should a customer wait before they get their order takenBefore they receive their drinksBefore the receive their food
Check List
1Have a DETAILED menu or services list for staff
2 Have a list of the possible questionsanswers about EACH product
3 Practice Practice Practice
What do you think
FEEDBACK PLEASE
Help me help you help them
What should I focus on
Up-Selling Food and Beverage
Up-selling Front office
Share your thoughts
Two Questions1How can I help you help themPlease be specific
2 What ideas do you have for Banyan team training and HR development
THANK YOU
Up-selling for
Food and BeveragePresented by
Aj Scott
April 212011
>
What is ldquogood servicerdquo
Who knows the most about the food and beverage in a restaurant
70 of guests do not know what they will order when the come to a restaurant
It depends on you to make a guest experience even better by suggesting them food and beverages that they will like
It is YOUR responsibility to get the guest to order what is right for them But it should be done discreetly
Suggestive Selling
Increase a guestrsquos original order by giving them suggestions and ideas
This will increase guest satisfaction and average spend
Guests love suggestive selling because
bull It saves them timebull It saves them moneybull It saves them effortbull They get to try new products
Win-Win
We ldquoNOrdquo
ผมขอชารอนแกวหนงครบ
ขอโทษครบ แตของเรามบรการชามะนาวเยน
เทานน
โอเค ผมขอแคชามะนาวไมเอา
นาแขง hellipโอเค ครบ
ด ถก เรวndash ndashค$ณสามารถเลอกรบได)สองอยาง
ดและถก แตไมรวดเรวดและเรว แตไมถกเรวและถก แตไมด
Know Your product
The name and pronunciationThe ingredientsThe method of cookingThe portion sizeThe sauces and sidesThe substitutions
The Opening
Smile Eye Contact Greeting
Build relationship By asking questions
Identify wants and needsWants is something that a guest may like but not need Needs are the essentials
Making the Sales PresentationIdentify the OpportunitiesRecommend dishes or sidesGive the guest choicesDonrsquot pushMention a unique feature of the product
Use Descriptive WordsSpeak with Confidence
ExcellentFreshly
prepared
Delicous
Home made
Really Good
Refreshing Local
Read the body language of the guest not interested then change the recommendations suggest something else
Asking for the Sale
Asking the guest if the would like to order the recommended dish
Reassure the Guest of the Choice they made
Objections
Donrsquot take it Personally if the guest says no to the sale
>
Following Up
Check back after everyone has a chance to take a bite hellipIs the guest satisfied
Thank the guest
Offer slow moving but profitable items
Consider availability
Suggest beverages to go with their meal
Offer House Specials
Offer seconds
Suggest juices and smoothies
Letrsquos Role Play
3 customers team member
You must Up-sell to every customer
Role Play Rules
bull Customers must ask 2 questions about the menuproperty
bull Team members need to make different suggestions to each customer
Upselling for
Front OfficePresented by
Aj Scott
April 212011
>
No I am not
Aj Scott Michael Smith
The Spirit of HospitalityPresented by
Aj Scott
April 2011
>
SCOTT
Activity- IntroductionsIntroducing yourselfIntroduce two people to each other
Hello my name ishellipIrsquom fromhellip
Khun A I would like you to meet Khun B Khun B I would like you to meet Khun A
Different greetings for
1 Families with small children2 Honeymooning couple3 Guest with disabilities4 Seniors5 Women traveling alone
What do guests expect from the staff when they enter a business
ท3าให)แขกได)รบความพ4งพอใจหรอท3าเกนคาดMeet or Exceed Guest Expectation
Professional Appearancebull Maintain a neat professional well groomed appearance ดแลตนเองใหดด แตงกายปราณต สะอาด และเหมาะสมbull Wear a clean proper uniformbull สวมเคร+องแบบถกตอง และสะอาด
What words do you use when talking about Professional
Appearance
ความเปนมตรFriendliness
Friendliness
bull Smile ยม ต)อนรบอยางจรงใจbull Greet guests and co-workers enthusiastically and
bull Every guest has different expectations of what excellent service is and each employee has a unique opportunity to anticipate and meet those expectations
Fill guests request immediately or when they want something done
สนองตอบค3าร)องขอจากแขกทนท และเมอใดกตามทแขกขอ
Make guests feel as if they are your prioritybull ท3าให)แขกมความร)ส4กวา เขาเปนอนดบแรกทเราให)บรการ
Determining Guest Needs
Anticipate and list the potential needs from the groups below
1 Families with small children2 Honeymooning couple3 Guest with disabilities4 Seniors5 Women traveling alone
Activity 2
The supervisor is giving out daily work instructions before being on duty Notice the front office personnel appropriate
body language to indicate his or her understanding Then mark on the checklist
Student A is a supervisor and
Student B is a front office personnel
Activity 2 Checklist
a) Stand straight but not stiff
b) Balance your weight evenly on both feet
c) Your facial expression must match your message
13 Ask questions to confirm understanding
Questioning is very important
Confusion can also occur when it isnrsquot clear what you are asking
whether you are asking for more information or just checking that yoursquove understood what was
said
Ways to ask questions to confirm understanding include lsquoopen endedrsquo questions such as
ldquoSo I print out the address labels first then what do I dordquo
ldquoShould I send the brochures to all the travel agents listed
hererdquo
ldquoSo you want me to store the fruit in the
fridge Is that rightrdquo
I am sorry I do not understanding Can you tell me again
I am sorry Can you explain exactly what you want me to do
Just to be sure you want me tohellip
Exceed Guest ExpectationsbullThe ldquoHometownrdquo newspaperbullFresh Seafood Fruit etcbull5 star service
Sometimes when there is a problem seeking and offering possible solutions to it is very important
Most likely it is the same way as making suggesting
Making suggestion means giving your opinion about what should be done so you often use the same expressions that you use for expressing opinion
4 ขนตอนในการแก)ไขป+ญหาการ)องเรยนของลกค)าFour steps to effectively handle guest complaints
bullรบฟ+งป+ญหา (Listen to the problem)
bullกลาวขอโทษ (Apologize) ความเหนใจEmpathy
bullแก)ไขป+ญหา (Fix the problem)
bullตดตามผล (Follow up)
Role Play Activity
Handling Complaints
Thank youIrsquom sorryhellipI apologize
I empathizehellip
Perhaps we couldhelliporhellip
Is everything to your satisfaction
What are the top 5 complaints from your customers
What are the top 5 complaints from your boss
Activity Itrsquos all about Teamwork and Empathy
Which departmentco-worker should be contacted whenhellip
1 A guest complains that although he used the ldquoDo Not Disturbrsquo sign a room attendant knocked on the door and woke him up
2 A guest complain that cable is out on the TV and hersquos missing the World Cup match
3 The guest complains that their room smells like smoke4 A meeting planner complains the Air Conditioning in the
meeting room is broken
How would you show Empathy Who follows up
Connect all 9 Dots using only 4 straight lines without lifting the ldquopencilrdquo
Connect all 9 Dots using only 4 straight lines without lifting the ldquopencilrdquo
The key comes in realizing that you donrsquot have to stay ldquoinside the boxrdquo
12
3
4
T
E
A
M
ogether
ach
chieves
ore
ldquo I have a dream helliprdquo
Nobody is perfect but a team can
be
Uplift By flying ldquo V rdquo formation the
flock adds 71 to the (each on itrsquos own)
flying range
ldquo I have a dream helliprdquo
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Since service is not something guests can return or exchange their only option is
to complain
bull เพราะงานบรการมใชสงของทแขกจะสามารถคน
หรอเปลยนใหมใด) ดงนนวธเดยวทแขกของเราจะท3าใด)
คอ ค3าบน และ ร)องท$กข
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Additional Pointsขอแนะนา
bull Guests want a total quality experience not isolated pockets of excellence Work together as a team to resolve guest problems and deliver the best service possible
What are guest expectations (6) and how do we satisfy them
Slide 90
Slide 91
รปลกษณทดเปนมออาชพ Professional Appearance
Professional Appearance
Slide 94
ความเปนมตร Friendliness
Friendliness
Slide 97
อธยาศย Courtesy
Courtesy อธยาศย
Slide 100
ความเหนใจ Empathy
Empathy
Slide 103
ความรบผดชอบ Responsiveness
Responsiveness ความรบผดชอบ
Slide 106
ความยดหยน Flexibility
Flexibility ความ ยดหยด
Slide 109
Slide 110
Is the Tourism Industry right for you
Slide 112
Slide 113
Qualities Well Organized Good Strategic Planning Skills
Accommodations sector
Slide 116
Qualities Good with figures stats numbers Punctual Ethical
Slide 118
Slide 119
Qualities Good Problem Solving skills Likes completing projects
Property Management
Slide 122
Qualities SEXY NAUGHTY Bitchy
Slide 124
The Spirit of Hospitality Part 2 Delivering Quality Service
Delivering Quality Guest Service การมอบงานบรการทเปยมคณภา
Slide 127
การอานแขกใหออกแปลวาอะไร What does it mean to lsquoReadrsquo a guest
Slide 129
A few more points ขอแนะนำ
Additional Points ขอเพมเตม
Fill guests request immediately or when they want something d
Determining Guest Needs
Slide 134
Slide 135
Slide 136
Slide 137
Slide 138
Slide 139
Sometimes when there is a problem seeking and offering possibl
4 ขนตอนในการแกไขปญหาการองเรยนของลกคา Four steps to effe (2)
Slide 142
Activity Itrsquos all about Teamwork and Empathy
Slide 144
Connect all 9 Dots using only 4 straight lines without lifting
Connect all 9 Dots using only 4 straight lines without lifting (2)
Slide 147
Slide 148
การพฒนาคณภาพการบรการ Improving Service Quality
Since service is not something guests can return or exchange t
การพฒนาคณภาพการบรการ Improving Service Quality (2)
Additional Points ขอแนะนำ
Yes We Can
Slide 154
Honolulu Hawaii
Slide 156
Slide 157
Slide 158
What are other training ideas for your departmental team member
Work in groups
Cross Departmental Training (Weekly)
Yes We Can (2)
Slide 163
Slide 164
Slide 165
Slide 166
Slide 167
Slide 168
What do you think
FEEDBACK PLEASE
Help me help you help them
What should I focus on
Up-Selling Food and Beverage
Up-selling Front office
Share your thoughts
Two Questions1How can I help you help themPlease be specific
2 What ideas do you have for Banyan team training and HR development
Letrsquos Role Play
Two teamsFO FampB
CustomersKhun Rong Khun Nid Khun Koi
Team-membersKhun Nicole Khun Chana
Customers Khun Wee Khun Ton Khun Ma
Team-membersKhun Pim Khun Samran
You must Up-sell to every customer
Role Play Rules
bull Customers must ask 2 questions about the menuproperty
bull Team members need to make different suggestions to each customer
How long should a customer wait before they get their order takenBefore they receive their drinksBefore the receive their food
Check List
1Have a DETAILED menu or services list for staff
2 Have a list of the possible questionsanswers about EACH product
3 Practice Practice Practice
What do you think
FEEDBACK PLEASE
Help me help you help them
What should I focus on
Up-Selling Food and Beverage
Up-selling Front office
Share your thoughts
Two Questions1How can I help you help themPlease be specific
2 What ideas do you have for Banyan team training and HR development
THANK YOU
Up-selling for
Food and BeveragePresented by
Aj Scott
April 212011
>
What is ldquogood servicerdquo
Who knows the most about the food and beverage in a restaurant
70 of guests do not know what they will order when the come to a restaurant
It depends on you to make a guest experience even better by suggesting them food and beverages that they will like
It is YOUR responsibility to get the guest to order what is right for them But it should be done discreetly
Suggestive Selling
Increase a guestrsquos original order by giving them suggestions and ideas
This will increase guest satisfaction and average spend
Guests love suggestive selling because
bull It saves them timebull It saves them moneybull It saves them effortbull They get to try new products
Win-Win
We ldquoNOrdquo
ผมขอชารอนแกวหนงครบ
ขอโทษครบ แตของเรามบรการชามะนาวเยน
เทานน
โอเค ผมขอแคชามะนาวไมเอา
นาแขง hellipโอเค ครบ
ด ถก เรวndash ndashค$ณสามารถเลอกรบได)สองอยาง
ดและถก แตไมรวดเรวดและเรว แตไมถกเรวและถก แตไมด
Know Your product
The name and pronunciationThe ingredientsThe method of cookingThe portion sizeThe sauces and sidesThe substitutions
The Opening
Smile Eye Contact Greeting
Build relationship By asking questions
Identify wants and needsWants is something that a guest may like but not need Needs are the essentials
Making the Sales PresentationIdentify the OpportunitiesRecommend dishes or sidesGive the guest choicesDonrsquot pushMention a unique feature of the product
Use Descriptive WordsSpeak with Confidence
ExcellentFreshly
prepared
Delicous
Home made
Really Good
Refreshing Local
Read the body language of the guest not interested then change the recommendations suggest something else
Asking for the Sale
Asking the guest if the would like to order the recommended dish
Reassure the Guest of the Choice they made
Objections
Donrsquot take it Personally if the guest says no to the sale
>
Following Up
Check back after everyone has a chance to take a bite hellipIs the guest satisfied
Thank the guest
Offer slow moving but profitable items
Consider availability
Suggest beverages to go with their meal
Offer House Specials
Offer seconds
Suggest juices and smoothies
Letrsquos Role Play
3 customers team member
You must Up-sell to every customer
Role Play Rules
bull Customers must ask 2 questions about the menuproperty
bull Team members need to make different suggestions to each customer
Upselling for
Front OfficePresented by
Aj Scott
April 212011
>
No I am not
Aj Scott Michael Smith
The Spirit of HospitalityPresented by
Aj Scott
April 2011
>
SCOTT
Activity- IntroductionsIntroducing yourselfIntroduce two people to each other
Hello my name ishellipIrsquom fromhellip
Khun A I would like you to meet Khun B Khun B I would like you to meet Khun A
Different greetings for
1 Families with small children2 Honeymooning couple3 Guest with disabilities4 Seniors5 Women traveling alone
What do guests expect from the staff when they enter a business
ท3าให)แขกได)รบความพ4งพอใจหรอท3าเกนคาดMeet or Exceed Guest Expectation
Professional Appearancebull Maintain a neat professional well groomed appearance ดแลตนเองใหดด แตงกายปราณต สะอาด และเหมาะสมbull Wear a clean proper uniformbull สวมเคร+องแบบถกตอง และสะอาด
What words do you use when talking about Professional
Appearance
ความเปนมตรFriendliness
Friendliness
bull Smile ยม ต)อนรบอยางจรงใจbull Greet guests and co-workers enthusiastically and
bull Every guest has different expectations of what excellent service is and each employee has a unique opportunity to anticipate and meet those expectations
Fill guests request immediately or when they want something done
สนองตอบค3าร)องขอจากแขกทนท และเมอใดกตามทแขกขอ
Make guests feel as if they are your prioritybull ท3าให)แขกมความร)ส4กวา เขาเปนอนดบแรกทเราให)บรการ
Determining Guest Needs
Anticipate and list the potential needs from the groups below
1 Families with small children2 Honeymooning couple3 Guest with disabilities4 Seniors5 Women traveling alone
Activity 2
The supervisor is giving out daily work instructions before being on duty Notice the front office personnel appropriate
body language to indicate his or her understanding Then mark on the checklist
Student A is a supervisor and
Student B is a front office personnel
Activity 2 Checklist
a) Stand straight but not stiff
b) Balance your weight evenly on both feet
c) Your facial expression must match your message
13 Ask questions to confirm understanding
Questioning is very important
Confusion can also occur when it isnrsquot clear what you are asking
whether you are asking for more information or just checking that yoursquove understood what was
said
Ways to ask questions to confirm understanding include lsquoopen endedrsquo questions such as
ldquoSo I print out the address labels first then what do I dordquo
ldquoShould I send the brochures to all the travel agents listed
hererdquo
ldquoSo you want me to store the fruit in the
fridge Is that rightrdquo
I am sorry I do not understanding Can you tell me again
I am sorry Can you explain exactly what you want me to do
Just to be sure you want me tohellip
Exceed Guest ExpectationsbullThe ldquoHometownrdquo newspaperbullFresh Seafood Fruit etcbull5 star service
Sometimes when there is a problem seeking and offering possible solutions to it is very important
Most likely it is the same way as making suggesting
Making suggestion means giving your opinion about what should be done so you often use the same expressions that you use for expressing opinion
4 ขนตอนในการแก)ไขป+ญหาการ)องเรยนของลกค)าFour steps to effectively handle guest complaints
bullรบฟ+งป+ญหา (Listen to the problem)
bullกลาวขอโทษ (Apologize) ความเหนใจEmpathy
bullแก)ไขป+ญหา (Fix the problem)
bullตดตามผล (Follow up)
Role Play Activity
Handling Complaints
Thank youIrsquom sorryhellipI apologize
I empathizehellip
Perhaps we couldhelliporhellip
Is everything to your satisfaction
What are the top 5 complaints from your customers
What are the top 5 complaints from your boss
Activity Itrsquos all about Teamwork and Empathy
Which departmentco-worker should be contacted whenhellip
1 A guest complains that although he used the ldquoDo Not Disturbrsquo sign a room attendant knocked on the door and woke him up
2 A guest complain that cable is out on the TV and hersquos missing the World Cup match
3 The guest complains that their room smells like smoke4 A meeting planner complains the Air Conditioning in the
meeting room is broken
How would you show Empathy Who follows up
Connect all 9 Dots using only 4 straight lines without lifting the ldquopencilrdquo
Connect all 9 Dots using only 4 straight lines without lifting the ldquopencilrdquo
The key comes in realizing that you donrsquot have to stay ldquoinside the boxrdquo
12
3
4
T
E
A
M
ogether
ach
chieves
ore
ldquo I have a dream helliprdquo
Nobody is perfect but a team can
be
Uplift By flying ldquo V rdquo formation the
flock adds 71 to the (each on itrsquos own)
flying range
ldquo I have a dream helliprdquo
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Since service is not something guests can return or exchange their only option is
to complain
bull เพราะงานบรการมใชสงของทแขกจะสามารถคน
หรอเปลยนใหมใด) ดงนนวธเดยวทแขกของเราจะท3าใด)
คอ ค3าบน และ ร)องท$กข
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Additional Pointsขอแนะนา
bull Guests want a total quality experience not isolated pockets of excellence Work together as a team to resolve guest problems and deliver the best service possible
What are guest expectations (6) and how do we satisfy them
Slide 90
Slide 91
รปลกษณทดเปนมออาชพ Professional Appearance
Professional Appearance
Slide 94
ความเปนมตร Friendliness
Friendliness
Slide 97
อธยาศย Courtesy
Courtesy อธยาศย
Slide 100
ความเหนใจ Empathy
Empathy
Slide 103
ความรบผดชอบ Responsiveness
Responsiveness ความรบผดชอบ
Slide 106
ความยดหยน Flexibility
Flexibility ความ ยดหยด
Slide 109
Slide 110
Is the Tourism Industry right for you
Slide 112
Slide 113
Qualities Well Organized Good Strategic Planning Skills
Accommodations sector
Slide 116
Qualities Good with figures stats numbers Punctual Ethical
Slide 118
Slide 119
Qualities Good Problem Solving skills Likes completing projects
Property Management
Slide 122
Qualities SEXY NAUGHTY Bitchy
Slide 124
The Spirit of Hospitality Part 2 Delivering Quality Service
Delivering Quality Guest Service การมอบงานบรการทเปยมคณภา
Slide 127
การอานแขกใหออกแปลวาอะไร What does it mean to lsquoReadrsquo a guest
Slide 129
A few more points ขอแนะนำ
Additional Points ขอเพมเตม
Fill guests request immediately or when they want something d
Determining Guest Needs
Slide 134
Slide 135
Slide 136
Slide 137
Slide 138
Slide 139
Sometimes when there is a problem seeking and offering possibl
4 ขนตอนในการแกไขปญหาการองเรยนของลกคา Four steps to effe (2)
Slide 142
Activity Itrsquos all about Teamwork and Empathy
Slide 144
Connect all 9 Dots using only 4 straight lines without lifting
Connect all 9 Dots using only 4 straight lines without lifting (2)
Slide 147
Slide 148
การพฒนาคณภาพการบรการ Improving Service Quality
Since service is not something guests can return or exchange t
การพฒนาคณภาพการบรการ Improving Service Quality (2)
Additional Points ขอแนะนำ
Yes We Can
Slide 154
Honolulu Hawaii
Slide 156
Slide 157
Slide 158
What are other training ideas for your departmental team member
Work in groups
Cross Departmental Training (Weekly)
Yes We Can (2)
Slide 163
Slide 164
Slide 165
Slide 166
Slide 167
Slide 168
Help me help you help them
What should I focus on
Up-Selling Food and Beverage
Up-selling Front office
Share your thoughts
Two Questions1How can I help you help themPlease be specific
2 What ideas do you have for Banyan team training and HR development
Letrsquos Role Play
Two teamsFO FampB
CustomersKhun Rong Khun Nid Khun Koi
Team-membersKhun Nicole Khun Chana
Customers Khun Wee Khun Ton Khun Ma
Team-membersKhun Pim Khun Samran
You must Up-sell to every customer
Role Play Rules
bull Customers must ask 2 questions about the menuproperty
bull Team members need to make different suggestions to each customer
How long should a customer wait before they get their order takenBefore they receive their drinksBefore the receive their food
Check List
1Have a DETAILED menu or services list for staff
2 Have a list of the possible questionsanswers about EACH product
3 Practice Practice Practice
What do you think
FEEDBACK PLEASE
Help me help you help them
What should I focus on
Up-Selling Food and Beverage
Up-selling Front office
Share your thoughts
Two Questions1How can I help you help themPlease be specific
2 What ideas do you have for Banyan team training and HR development
THANK YOU
Up-selling for
Food and BeveragePresented by
Aj Scott
April 212011
>
What is ldquogood servicerdquo
Who knows the most about the food and beverage in a restaurant
70 of guests do not know what they will order when the come to a restaurant
It depends on you to make a guest experience even better by suggesting them food and beverages that they will like
It is YOUR responsibility to get the guest to order what is right for them But it should be done discreetly
Suggestive Selling
Increase a guestrsquos original order by giving them suggestions and ideas
This will increase guest satisfaction and average spend
Guests love suggestive selling because
bull It saves them timebull It saves them moneybull It saves them effortbull They get to try new products
Win-Win
We ldquoNOrdquo
ผมขอชารอนแกวหนงครบ
ขอโทษครบ แตของเรามบรการชามะนาวเยน
เทานน
โอเค ผมขอแคชามะนาวไมเอา
นาแขง hellipโอเค ครบ
ด ถก เรวndash ndashค$ณสามารถเลอกรบได)สองอยาง
ดและถก แตไมรวดเรวดและเรว แตไมถกเรวและถก แตไมด
Know Your product
The name and pronunciationThe ingredientsThe method of cookingThe portion sizeThe sauces and sidesThe substitutions
The Opening
Smile Eye Contact Greeting
Build relationship By asking questions
Identify wants and needsWants is something that a guest may like but not need Needs are the essentials
Making the Sales PresentationIdentify the OpportunitiesRecommend dishes or sidesGive the guest choicesDonrsquot pushMention a unique feature of the product
Use Descriptive WordsSpeak with Confidence
ExcellentFreshly
prepared
Delicous
Home made
Really Good
Refreshing Local
Read the body language of the guest not interested then change the recommendations suggest something else
Asking for the Sale
Asking the guest if the would like to order the recommended dish
Reassure the Guest of the Choice they made
Objections
Donrsquot take it Personally if the guest says no to the sale
>
Following Up
Check back after everyone has a chance to take a bite hellipIs the guest satisfied
Thank the guest
Offer slow moving but profitable items
Consider availability
Suggest beverages to go with their meal
Offer House Specials
Offer seconds
Suggest juices and smoothies
Letrsquos Role Play
3 customers team member
You must Up-sell to every customer
Role Play Rules
bull Customers must ask 2 questions about the menuproperty
bull Team members need to make different suggestions to each customer
Upselling for
Front OfficePresented by
Aj Scott
April 212011
>
No I am not
Aj Scott Michael Smith
The Spirit of HospitalityPresented by
Aj Scott
April 2011
>
SCOTT
Activity- IntroductionsIntroducing yourselfIntroduce two people to each other
Hello my name ishellipIrsquom fromhellip
Khun A I would like you to meet Khun B Khun B I would like you to meet Khun A
Different greetings for
1 Families with small children2 Honeymooning couple3 Guest with disabilities4 Seniors5 Women traveling alone
What do guests expect from the staff when they enter a business
ท3าให)แขกได)รบความพ4งพอใจหรอท3าเกนคาดMeet or Exceed Guest Expectation
Professional Appearancebull Maintain a neat professional well groomed appearance ดแลตนเองใหดด แตงกายปราณต สะอาด และเหมาะสมbull Wear a clean proper uniformbull สวมเคร+องแบบถกตอง และสะอาด
What words do you use when talking about Professional
Appearance
ความเปนมตรFriendliness
Friendliness
bull Smile ยม ต)อนรบอยางจรงใจbull Greet guests and co-workers enthusiastically and
bull Every guest has different expectations of what excellent service is and each employee has a unique opportunity to anticipate and meet those expectations
Fill guests request immediately or when they want something done
สนองตอบค3าร)องขอจากแขกทนท และเมอใดกตามทแขกขอ
Make guests feel as if they are your prioritybull ท3าให)แขกมความร)ส4กวา เขาเปนอนดบแรกทเราให)บรการ
Determining Guest Needs
Anticipate and list the potential needs from the groups below
1 Families with small children2 Honeymooning couple3 Guest with disabilities4 Seniors5 Women traveling alone
Activity 2
The supervisor is giving out daily work instructions before being on duty Notice the front office personnel appropriate
body language to indicate his or her understanding Then mark on the checklist
Student A is a supervisor and
Student B is a front office personnel
Activity 2 Checklist
a) Stand straight but not stiff
b) Balance your weight evenly on both feet
c) Your facial expression must match your message
13 Ask questions to confirm understanding
Questioning is very important
Confusion can also occur when it isnrsquot clear what you are asking
whether you are asking for more information or just checking that yoursquove understood what was
said
Ways to ask questions to confirm understanding include lsquoopen endedrsquo questions such as
ldquoSo I print out the address labels first then what do I dordquo
ldquoShould I send the brochures to all the travel agents listed
hererdquo
ldquoSo you want me to store the fruit in the
fridge Is that rightrdquo
I am sorry I do not understanding Can you tell me again
I am sorry Can you explain exactly what you want me to do
Just to be sure you want me tohellip
Exceed Guest ExpectationsbullThe ldquoHometownrdquo newspaperbullFresh Seafood Fruit etcbull5 star service
Sometimes when there is a problem seeking and offering possible solutions to it is very important
Most likely it is the same way as making suggesting
Making suggestion means giving your opinion about what should be done so you often use the same expressions that you use for expressing opinion
4 ขนตอนในการแก)ไขป+ญหาการ)องเรยนของลกค)าFour steps to effectively handle guest complaints
bullรบฟ+งป+ญหา (Listen to the problem)
bullกลาวขอโทษ (Apologize) ความเหนใจEmpathy
bullแก)ไขป+ญหา (Fix the problem)
bullตดตามผล (Follow up)
Role Play Activity
Handling Complaints
Thank youIrsquom sorryhellipI apologize
I empathizehellip
Perhaps we couldhelliporhellip
Is everything to your satisfaction
What are the top 5 complaints from your customers
What are the top 5 complaints from your boss
Activity Itrsquos all about Teamwork and Empathy
Which departmentco-worker should be contacted whenhellip
1 A guest complains that although he used the ldquoDo Not Disturbrsquo sign a room attendant knocked on the door and woke him up
2 A guest complain that cable is out on the TV and hersquos missing the World Cup match
3 The guest complains that their room smells like smoke4 A meeting planner complains the Air Conditioning in the
meeting room is broken
How would you show Empathy Who follows up
Connect all 9 Dots using only 4 straight lines without lifting the ldquopencilrdquo
Connect all 9 Dots using only 4 straight lines without lifting the ldquopencilrdquo
The key comes in realizing that you donrsquot have to stay ldquoinside the boxrdquo
12
3
4
T
E
A
M
ogether
ach
chieves
ore
ldquo I have a dream helliprdquo
Nobody is perfect but a team can
be
Uplift By flying ldquo V rdquo formation the
flock adds 71 to the (each on itrsquos own)
flying range
ldquo I have a dream helliprdquo
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Since service is not something guests can return or exchange their only option is
to complain
bull เพราะงานบรการมใชสงของทแขกจะสามารถคน
หรอเปลยนใหมใด) ดงนนวธเดยวทแขกของเราจะท3าใด)
คอ ค3าบน และ ร)องท$กข
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Additional Pointsขอแนะนา
bull Guests want a total quality experience not isolated pockets of excellence Work together as a team to resolve guest problems and deliver the best service possible
What are guest expectations (6) and how do we satisfy them
Slide 90
Slide 91
รปลกษณทดเปนมออาชพ Professional Appearance
Professional Appearance
Slide 94
ความเปนมตร Friendliness
Friendliness
Slide 97
อธยาศย Courtesy
Courtesy อธยาศย
Slide 100
ความเหนใจ Empathy
Empathy
Slide 103
ความรบผดชอบ Responsiveness
Responsiveness ความรบผดชอบ
Slide 106
ความยดหยน Flexibility
Flexibility ความ ยดหยด
Slide 109
Slide 110
Is the Tourism Industry right for you
Slide 112
Slide 113
Qualities Well Organized Good Strategic Planning Skills
Accommodations sector
Slide 116
Qualities Good with figures stats numbers Punctual Ethical
Slide 118
Slide 119
Qualities Good Problem Solving skills Likes completing projects
Property Management
Slide 122
Qualities SEXY NAUGHTY Bitchy
Slide 124
The Spirit of Hospitality Part 2 Delivering Quality Service
Delivering Quality Guest Service การมอบงานบรการทเปยมคณภา
Slide 127
การอานแขกใหออกแปลวาอะไร What does it mean to lsquoReadrsquo a guest
Slide 129
A few more points ขอแนะนำ
Additional Points ขอเพมเตม
Fill guests request immediately or when they want something d
Determining Guest Needs
Slide 134
Slide 135
Slide 136
Slide 137
Slide 138
Slide 139
Sometimes when there is a problem seeking and offering possibl
4 ขนตอนในการแกไขปญหาการองเรยนของลกคา Four steps to effe (2)
Slide 142
Activity Itrsquos all about Teamwork and Empathy
Slide 144
Connect all 9 Dots using only 4 straight lines without lifting
Connect all 9 Dots using only 4 straight lines without lifting (2)
Slide 147
Slide 148
การพฒนาคณภาพการบรการ Improving Service Quality
Since service is not something guests can return or exchange t
การพฒนาคณภาพการบรการ Improving Service Quality (2)
Additional Points ขอแนะนำ
Yes We Can
Slide 154
Honolulu Hawaii
Slide 156
Slide 157
Slide 158
What are other training ideas for your departmental team member
Work in groups
Cross Departmental Training (Weekly)
Yes We Can (2)
Slide 163
Slide 164
Slide 165
Slide 166
Slide 167
Slide 168
What should I focus on
Up-Selling Food and Beverage
Up-selling Front office
Share your thoughts
Two Questions1How can I help you help themPlease be specific
2 What ideas do you have for Banyan team training and HR development
Letrsquos Role Play
Two teamsFO FampB
CustomersKhun Rong Khun Nid Khun Koi
Team-membersKhun Nicole Khun Chana
Customers Khun Wee Khun Ton Khun Ma
Team-membersKhun Pim Khun Samran
You must Up-sell to every customer
Role Play Rules
bull Customers must ask 2 questions about the menuproperty
bull Team members need to make different suggestions to each customer
How long should a customer wait before they get their order takenBefore they receive their drinksBefore the receive their food
Check List
1Have a DETAILED menu or services list for staff
2 Have a list of the possible questionsanswers about EACH product
3 Practice Practice Practice
What do you think
FEEDBACK PLEASE
Help me help you help them
What should I focus on
Up-Selling Food and Beverage
Up-selling Front office
Share your thoughts
Two Questions1How can I help you help themPlease be specific
2 What ideas do you have for Banyan team training and HR development
THANK YOU
Up-selling for
Food and BeveragePresented by
Aj Scott
April 212011
>
What is ldquogood servicerdquo
Who knows the most about the food and beverage in a restaurant
70 of guests do not know what they will order when the come to a restaurant
It depends on you to make a guest experience even better by suggesting them food and beverages that they will like
It is YOUR responsibility to get the guest to order what is right for them But it should be done discreetly
Suggestive Selling
Increase a guestrsquos original order by giving them suggestions and ideas
This will increase guest satisfaction and average spend
Guests love suggestive selling because
bull It saves them timebull It saves them moneybull It saves them effortbull They get to try new products
Win-Win
We ldquoNOrdquo
ผมขอชารอนแกวหนงครบ
ขอโทษครบ แตของเรามบรการชามะนาวเยน
เทานน
โอเค ผมขอแคชามะนาวไมเอา
นาแขง hellipโอเค ครบ
ด ถก เรวndash ndashค$ณสามารถเลอกรบได)สองอยาง
ดและถก แตไมรวดเรวดและเรว แตไมถกเรวและถก แตไมด
Know Your product
The name and pronunciationThe ingredientsThe method of cookingThe portion sizeThe sauces and sidesThe substitutions
The Opening
Smile Eye Contact Greeting
Build relationship By asking questions
Identify wants and needsWants is something that a guest may like but not need Needs are the essentials
Making the Sales PresentationIdentify the OpportunitiesRecommend dishes or sidesGive the guest choicesDonrsquot pushMention a unique feature of the product
Use Descriptive WordsSpeak with Confidence
ExcellentFreshly
prepared
Delicous
Home made
Really Good
Refreshing Local
Read the body language of the guest not interested then change the recommendations suggest something else
Asking for the Sale
Asking the guest if the would like to order the recommended dish
Reassure the Guest of the Choice they made
Objections
Donrsquot take it Personally if the guest says no to the sale
>
Following Up
Check back after everyone has a chance to take a bite hellipIs the guest satisfied
Thank the guest
Offer slow moving but profitable items
Consider availability
Suggest beverages to go with their meal
Offer House Specials
Offer seconds
Suggest juices and smoothies
Letrsquos Role Play
3 customers team member
You must Up-sell to every customer
Role Play Rules
bull Customers must ask 2 questions about the menuproperty
bull Team members need to make different suggestions to each customer
Upselling for
Front OfficePresented by
Aj Scott
April 212011
>
No I am not
Aj Scott Michael Smith
The Spirit of HospitalityPresented by
Aj Scott
April 2011
>
SCOTT
Activity- IntroductionsIntroducing yourselfIntroduce two people to each other
Hello my name ishellipIrsquom fromhellip
Khun A I would like you to meet Khun B Khun B I would like you to meet Khun A
Different greetings for
1 Families with small children2 Honeymooning couple3 Guest with disabilities4 Seniors5 Women traveling alone
What do guests expect from the staff when they enter a business
ท3าให)แขกได)รบความพ4งพอใจหรอท3าเกนคาดMeet or Exceed Guest Expectation
Professional Appearancebull Maintain a neat professional well groomed appearance ดแลตนเองใหดด แตงกายปราณต สะอาด และเหมาะสมbull Wear a clean proper uniformbull สวมเคร+องแบบถกตอง และสะอาด
What words do you use when talking about Professional
Appearance
ความเปนมตรFriendliness
Friendliness
bull Smile ยม ต)อนรบอยางจรงใจbull Greet guests and co-workers enthusiastically and
bull Every guest has different expectations of what excellent service is and each employee has a unique opportunity to anticipate and meet those expectations
Fill guests request immediately or when they want something done
สนองตอบค3าร)องขอจากแขกทนท และเมอใดกตามทแขกขอ
Make guests feel as if they are your prioritybull ท3าให)แขกมความร)ส4กวา เขาเปนอนดบแรกทเราให)บรการ
Determining Guest Needs
Anticipate and list the potential needs from the groups below
1 Families with small children2 Honeymooning couple3 Guest with disabilities4 Seniors5 Women traveling alone
Activity 2
The supervisor is giving out daily work instructions before being on duty Notice the front office personnel appropriate
body language to indicate his or her understanding Then mark on the checklist
Student A is a supervisor and
Student B is a front office personnel
Activity 2 Checklist
a) Stand straight but not stiff
b) Balance your weight evenly on both feet
c) Your facial expression must match your message
13 Ask questions to confirm understanding
Questioning is very important
Confusion can also occur when it isnrsquot clear what you are asking
whether you are asking for more information or just checking that yoursquove understood what was
said
Ways to ask questions to confirm understanding include lsquoopen endedrsquo questions such as
ldquoSo I print out the address labels first then what do I dordquo
ldquoShould I send the brochures to all the travel agents listed
hererdquo
ldquoSo you want me to store the fruit in the
fridge Is that rightrdquo
I am sorry I do not understanding Can you tell me again
I am sorry Can you explain exactly what you want me to do
Just to be sure you want me tohellip
Exceed Guest ExpectationsbullThe ldquoHometownrdquo newspaperbullFresh Seafood Fruit etcbull5 star service
Sometimes when there is a problem seeking and offering possible solutions to it is very important
Most likely it is the same way as making suggesting
Making suggestion means giving your opinion about what should be done so you often use the same expressions that you use for expressing opinion
4 ขนตอนในการแก)ไขป+ญหาการ)องเรยนของลกค)าFour steps to effectively handle guest complaints
bullรบฟ+งป+ญหา (Listen to the problem)
bullกลาวขอโทษ (Apologize) ความเหนใจEmpathy
bullแก)ไขป+ญหา (Fix the problem)
bullตดตามผล (Follow up)
Role Play Activity
Handling Complaints
Thank youIrsquom sorryhellipI apologize
I empathizehellip
Perhaps we couldhelliporhellip
Is everything to your satisfaction
What are the top 5 complaints from your customers
What are the top 5 complaints from your boss
Activity Itrsquos all about Teamwork and Empathy
Which departmentco-worker should be contacted whenhellip
1 A guest complains that although he used the ldquoDo Not Disturbrsquo sign a room attendant knocked on the door and woke him up
2 A guest complain that cable is out on the TV and hersquos missing the World Cup match
3 The guest complains that their room smells like smoke4 A meeting planner complains the Air Conditioning in the
meeting room is broken
How would you show Empathy Who follows up
Connect all 9 Dots using only 4 straight lines without lifting the ldquopencilrdquo
Connect all 9 Dots using only 4 straight lines without lifting the ldquopencilrdquo
The key comes in realizing that you donrsquot have to stay ldquoinside the boxrdquo
12
3
4
T
E
A
M
ogether
ach
chieves
ore
ldquo I have a dream helliprdquo
Nobody is perfect but a team can
be
Uplift By flying ldquo V rdquo formation the
flock adds 71 to the (each on itrsquos own)
flying range
ldquo I have a dream helliprdquo
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Since service is not something guests can return or exchange their only option is
to complain
bull เพราะงานบรการมใชสงของทแขกจะสามารถคน
หรอเปลยนใหมใด) ดงนนวธเดยวทแขกของเราจะท3าใด)
คอ ค3าบน และ ร)องท$กข
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Additional Pointsขอแนะนา
bull Guests want a total quality experience not isolated pockets of excellence Work together as a team to resolve guest problems and deliver the best service possible
What are guest expectations (6) and how do we satisfy them
Slide 90
Slide 91
รปลกษณทดเปนมออาชพ Professional Appearance
Professional Appearance
Slide 94
ความเปนมตร Friendliness
Friendliness
Slide 97
อธยาศย Courtesy
Courtesy อธยาศย
Slide 100
ความเหนใจ Empathy
Empathy
Slide 103
ความรบผดชอบ Responsiveness
Responsiveness ความรบผดชอบ
Slide 106
ความยดหยน Flexibility
Flexibility ความ ยดหยด
Slide 109
Slide 110
Is the Tourism Industry right for you
Slide 112
Slide 113
Qualities Well Organized Good Strategic Planning Skills
Accommodations sector
Slide 116
Qualities Good with figures stats numbers Punctual Ethical
Slide 118
Slide 119
Qualities Good Problem Solving skills Likes completing projects
Property Management
Slide 122
Qualities SEXY NAUGHTY Bitchy
Slide 124
The Spirit of Hospitality Part 2 Delivering Quality Service
Delivering Quality Guest Service การมอบงานบรการทเปยมคณภา
Slide 127
การอานแขกใหออกแปลวาอะไร What does it mean to lsquoReadrsquo a guest
Slide 129
A few more points ขอแนะนำ
Additional Points ขอเพมเตม
Fill guests request immediately or when they want something d
Determining Guest Needs
Slide 134
Slide 135
Slide 136
Slide 137
Slide 138
Slide 139
Sometimes when there is a problem seeking and offering possibl
4 ขนตอนในการแกไขปญหาการองเรยนของลกคา Four steps to effe (2)
Slide 142
Activity Itrsquos all about Teamwork and Empathy
Slide 144
Connect all 9 Dots using only 4 straight lines without lifting
Connect all 9 Dots using only 4 straight lines without lifting (2)
Slide 147
Slide 148
การพฒนาคณภาพการบรการ Improving Service Quality
Since service is not something guests can return or exchange t
การพฒนาคณภาพการบรการ Improving Service Quality (2)
Additional Points ขอแนะนำ
Yes We Can
Slide 154
Honolulu Hawaii
Slide 156
Slide 157
Slide 158
What are other training ideas for your departmental team member
Work in groups
Cross Departmental Training (Weekly)
Yes We Can (2)
Slide 163
Slide 164
Slide 165
Slide 166
Slide 167
Slide 168
Share your thoughts
Two Questions1How can I help you help themPlease be specific
2 What ideas do you have for Banyan team training and HR development
Letrsquos Role Play
Two teamsFO FampB
CustomersKhun Rong Khun Nid Khun Koi
Team-membersKhun Nicole Khun Chana
Customers Khun Wee Khun Ton Khun Ma
Team-membersKhun Pim Khun Samran
You must Up-sell to every customer
Role Play Rules
bull Customers must ask 2 questions about the menuproperty
bull Team members need to make different suggestions to each customer
How long should a customer wait before they get their order takenBefore they receive their drinksBefore the receive their food
Check List
1Have a DETAILED menu or services list for staff
2 Have a list of the possible questionsanswers about EACH product
3 Practice Practice Practice
What do you think
FEEDBACK PLEASE
Help me help you help them
What should I focus on
Up-Selling Food and Beverage
Up-selling Front office
Share your thoughts
Two Questions1How can I help you help themPlease be specific
2 What ideas do you have for Banyan team training and HR development
THANK YOU
Up-selling for
Food and BeveragePresented by
Aj Scott
April 212011
>
What is ldquogood servicerdquo
Who knows the most about the food and beverage in a restaurant
70 of guests do not know what they will order when the come to a restaurant
It depends on you to make a guest experience even better by suggesting them food and beverages that they will like
It is YOUR responsibility to get the guest to order what is right for them But it should be done discreetly
Suggestive Selling
Increase a guestrsquos original order by giving them suggestions and ideas
This will increase guest satisfaction and average spend
Guests love suggestive selling because
bull It saves them timebull It saves them moneybull It saves them effortbull They get to try new products
Win-Win
We ldquoNOrdquo
ผมขอชารอนแกวหนงครบ
ขอโทษครบ แตของเรามบรการชามะนาวเยน
เทานน
โอเค ผมขอแคชามะนาวไมเอา
นาแขง hellipโอเค ครบ
ด ถก เรวndash ndashค$ณสามารถเลอกรบได)สองอยาง
ดและถก แตไมรวดเรวดและเรว แตไมถกเรวและถก แตไมด
Know Your product
The name and pronunciationThe ingredientsThe method of cookingThe portion sizeThe sauces and sidesThe substitutions
The Opening
Smile Eye Contact Greeting
Build relationship By asking questions
Identify wants and needsWants is something that a guest may like but not need Needs are the essentials
Making the Sales PresentationIdentify the OpportunitiesRecommend dishes or sidesGive the guest choicesDonrsquot pushMention a unique feature of the product
Use Descriptive WordsSpeak with Confidence
ExcellentFreshly
prepared
Delicous
Home made
Really Good
Refreshing Local
Read the body language of the guest not interested then change the recommendations suggest something else
Asking for the Sale
Asking the guest if the would like to order the recommended dish
Reassure the Guest of the Choice they made
Objections
Donrsquot take it Personally if the guest says no to the sale
>
Following Up
Check back after everyone has a chance to take a bite hellipIs the guest satisfied
Thank the guest
Offer slow moving but profitable items
Consider availability
Suggest beverages to go with their meal
Offer House Specials
Offer seconds
Suggest juices and smoothies
Letrsquos Role Play
3 customers team member
You must Up-sell to every customer
Role Play Rules
bull Customers must ask 2 questions about the menuproperty
bull Team members need to make different suggestions to each customer
Upselling for
Front OfficePresented by
Aj Scott
April 212011
>
No I am not
Aj Scott Michael Smith
The Spirit of HospitalityPresented by
Aj Scott
April 2011
>
SCOTT
Activity- IntroductionsIntroducing yourselfIntroduce two people to each other
Hello my name ishellipIrsquom fromhellip
Khun A I would like you to meet Khun B Khun B I would like you to meet Khun A
Different greetings for
1 Families with small children2 Honeymooning couple3 Guest with disabilities4 Seniors5 Women traveling alone
What do guests expect from the staff when they enter a business
ท3าให)แขกได)รบความพ4งพอใจหรอท3าเกนคาดMeet or Exceed Guest Expectation
Professional Appearancebull Maintain a neat professional well groomed appearance ดแลตนเองใหดด แตงกายปราณต สะอาด และเหมาะสมbull Wear a clean proper uniformbull สวมเคร+องแบบถกตอง และสะอาด
What words do you use when talking about Professional
Appearance
ความเปนมตรFriendliness
Friendliness
bull Smile ยม ต)อนรบอยางจรงใจbull Greet guests and co-workers enthusiastically and
bull Every guest has different expectations of what excellent service is and each employee has a unique opportunity to anticipate and meet those expectations
Fill guests request immediately or when they want something done
สนองตอบค3าร)องขอจากแขกทนท และเมอใดกตามทแขกขอ
Make guests feel as if they are your prioritybull ท3าให)แขกมความร)ส4กวา เขาเปนอนดบแรกทเราให)บรการ
Determining Guest Needs
Anticipate and list the potential needs from the groups below
1 Families with small children2 Honeymooning couple3 Guest with disabilities4 Seniors5 Women traveling alone
Activity 2
The supervisor is giving out daily work instructions before being on duty Notice the front office personnel appropriate
body language to indicate his or her understanding Then mark on the checklist
Student A is a supervisor and
Student B is a front office personnel
Activity 2 Checklist
a) Stand straight but not stiff
b) Balance your weight evenly on both feet
c) Your facial expression must match your message
13 Ask questions to confirm understanding
Questioning is very important
Confusion can also occur when it isnrsquot clear what you are asking
whether you are asking for more information or just checking that yoursquove understood what was
said
Ways to ask questions to confirm understanding include lsquoopen endedrsquo questions such as
ldquoSo I print out the address labels first then what do I dordquo
ldquoShould I send the brochures to all the travel agents listed
hererdquo
ldquoSo you want me to store the fruit in the
fridge Is that rightrdquo
I am sorry I do not understanding Can you tell me again
I am sorry Can you explain exactly what you want me to do
Just to be sure you want me tohellip
Exceed Guest ExpectationsbullThe ldquoHometownrdquo newspaperbullFresh Seafood Fruit etcbull5 star service
Sometimes when there is a problem seeking and offering possible solutions to it is very important
Most likely it is the same way as making suggesting
Making suggestion means giving your opinion about what should be done so you often use the same expressions that you use for expressing opinion
4 ขนตอนในการแก)ไขป+ญหาการ)องเรยนของลกค)าFour steps to effectively handle guest complaints
bullรบฟ+งป+ญหา (Listen to the problem)
bullกลาวขอโทษ (Apologize) ความเหนใจEmpathy
bullแก)ไขป+ญหา (Fix the problem)
bullตดตามผล (Follow up)
Role Play Activity
Handling Complaints
Thank youIrsquom sorryhellipI apologize
I empathizehellip
Perhaps we couldhelliporhellip
Is everything to your satisfaction
What are the top 5 complaints from your customers
What are the top 5 complaints from your boss
Activity Itrsquos all about Teamwork and Empathy
Which departmentco-worker should be contacted whenhellip
1 A guest complains that although he used the ldquoDo Not Disturbrsquo sign a room attendant knocked on the door and woke him up
2 A guest complain that cable is out on the TV and hersquos missing the World Cup match
3 The guest complains that their room smells like smoke4 A meeting planner complains the Air Conditioning in the
meeting room is broken
How would you show Empathy Who follows up
Connect all 9 Dots using only 4 straight lines without lifting the ldquopencilrdquo
Connect all 9 Dots using only 4 straight lines without lifting the ldquopencilrdquo
The key comes in realizing that you donrsquot have to stay ldquoinside the boxrdquo
12
3
4
T
E
A
M
ogether
ach
chieves
ore
ldquo I have a dream helliprdquo
Nobody is perfect but a team can
be
Uplift By flying ldquo V rdquo formation the
flock adds 71 to the (each on itrsquos own)
flying range
ldquo I have a dream helliprdquo
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Since service is not something guests can return or exchange their only option is
to complain
bull เพราะงานบรการมใชสงของทแขกจะสามารถคน
หรอเปลยนใหมใด) ดงนนวธเดยวทแขกของเราจะท3าใด)
คอ ค3าบน และ ร)องท$กข
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Additional Pointsขอแนะนา
bull Guests want a total quality experience not isolated pockets of excellence Work together as a team to resolve guest problems and deliver the best service possible
What are guest expectations (6) and how do we satisfy them
Slide 90
Slide 91
รปลกษณทดเปนมออาชพ Professional Appearance
Professional Appearance
Slide 94
ความเปนมตร Friendliness
Friendliness
Slide 97
อธยาศย Courtesy
Courtesy อธยาศย
Slide 100
ความเหนใจ Empathy
Empathy
Slide 103
ความรบผดชอบ Responsiveness
Responsiveness ความรบผดชอบ
Slide 106
ความยดหยน Flexibility
Flexibility ความ ยดหยด
Slide 109
Slide 110
Is the Tourism Industry right for you
Slide 112
Slide 113
Qualities Well Organized Good Strategic Planning Skills
Accommodations sector
Slide 116
Qualities Good with figures stats numbers Punctual Ethical
Slide 118
Slide 119
Qualities Good Problem Solving skills Likes completing projects
Property Management
Slide 122
Qualities SEXY NAUGHTY Bitchy
Slide 124
The Spirit of Hospitality Part 2 Delivering Quality Service
Delivering Quality Guest Service การมอบงานบรการทเปยมคณภา
Slide 127
การอานแขกใหออกแปลวาอะไร What does it mean to lsquoReadrsquo a guest
Slide 129
A few more points ขอแนะนำ
Additional Points ขอเพมเตม
Fill guests request immediately or when they want something d
Determining Guest Needs
Slide 134
Slide 135
Slide 136
Slide 137
Slide 138
Slide 139
Sometimes when there is a problem seeking and offering possibl
4 ขนตอนในการแกไขปญหาการองเรยนของลกคา Four steps to effe (2)
Slide 142
Activity Itrsquos all about Teamwork and Empathy
Slide 144
Connect all 9 Dots using only 4 straight lines without lifting
Connect all 9 Dots using only 4 straight lines without lifting (2)
Slide 147
Slide 148
การพฒนาคณภาพการบรการ Improving Service Quality
Since service is not something guests can return or exchange t
การพฒนาคณภาพการบรการ Improving Service Quality (2)
Additional Points ขอแนะนำ
Yes We Can
Slide 154
Honolulu Hawaii
Slide 156
Slide 157
Slide 158
What are other training ideas for your departmental team member
Work in groups
Cross Departmental Training (Weekly)
Yes We Can (2)
Slide 163
Slide 164
Slide 165
Slide 166
Slide 167
Slide 168
Letrsquos Role Play
Two teamsFO FampB
CustomersKhun Rong Khun Nid Khun Koi
Team-membersKhun Nicole Khun Chana
Customers Khun Wee Khun Ton Khun Ma
Team-membersKhun Pim Khun Samran
You must Up-sell to every customer
Role Play Rules
bull Customers must ask 2 questions about the menuproperty
bull Team members need to make different suggestions to each customer
How long should a customer wait before they get their order takenBefore they receive their drinksBefore the receive their food
Check List
1Have a DETAILED menu or services list for staff
2 Have a list of the possible questionsanswers about EACH product
3 Practice Practice Practice
What do you think
FEEDBACK PLEASE
Help me help you help them
What should I focus on
Up-Selling Food and Beverage
Up-selling Front office
Share your thoughts
Two Questions1How can I help you help themPlease be specific
2 What ideas do you have for Banyan team training and HR development
THANK YOU
Up-selling for
Food and BeveragePresented by
Aj Scott
April 212011
>
What is ldquogood servicerdquo
Who knows the most about the food and beverage in a restaurant
70 of guests do not know what they will order when the come to a restaurant
It depends on you to make a guest experience even better by suggesting them food and beverages that they will like
It is YOUR responsibility to get the guest to order what is right for them But it should be done discreetly
Suggestive Selling
Increase a guestrsquos original order by giving them suggestions and ideas
This will increase guest satisfaction and average spend
Guests love suggestive selling because
bull It saves them timebull It saves them moneybull It saves them effortbull They get to try new products
Win-Win
We ldquoNOrdquo
ผมขอชารอนแกวหนงครบ
ขอโทษครบ แตของเรามบรการชามะนาวเยน
เทานน
โอเค ผมขอแคชามะนาวไมเอา
นาแขง hellipโอเค ครบ
ด ถก เรวndash ndashค$ณสามารถเลอกรบได)สองอยาง
ดและถก แตไมรวดเรวดและเรว แตไมถกเรวและถก แตไมด
Know Your product
The name and pronunciationThe ingredientsThe method of cookingThe portion sizeThe sauces and sidesThe substitutions
The Opening
Smile Eye Contact Greeting
Build relationship By asking questions
Identify wants and needsWants is something that a guest may like but not need Needs are the essentials
Making the Sales PresentationIdentify the OpportunitiesRecommend dishes or sidesGive the guest choicesDonrsquot pushMention a unique feature of the product
Use Descriptive WordsSpeak with Confidence
ExcellentFreshly
prepared
Delicous
Home made
Really Good
Refreshing Local
Read the body language of the guest not interested then change the recommendations suggest something else
Asking for the Sale
Asking the guest if the would like to order the recommended dish
Reassure the Guest of the Choice they made
Objections
Donrsquot take it Personally if the guest says no to the sale
>
Following Up
Check back after everyone has a chance to take a bite hellipIs the guest satisfied
Thank the guest
Offer slow moving but profitable items
Consider availability
Suggest beverages to go with their meal
Offer House Specials
Offer seconds
Suggest juices and smoothies
Letrsquos Role Play
3 customers team member
You must Up-sell to every customer
Role Play Rules
bull Customers must ask 2 questions about the menuproperty
bull Team members need to make different suggestions to each customer
Upselling for
Front OfficePresented by
Aj Scott
April 212011
>
No I am not
Aj Scott Michael Smith
The Spirit of HospitalityPresented by
Aj Scott
April 2011
>
SCOTT
Activity- IntroductionsIntroducing yourselfIntroduce two people to each other
Hello my name ishellipIrsquom fromhellip
Khun A I would like you to meet Khun B Khun B I would like you to meet Khun A
Different greetings for
1 Families with small children2 Honeymooning couple3 Guest with disabilities4 Seniors5 Women traveling alone
What do guests expect from the staff when they enter a business
ท3าให)แขกได)รบความพ4งพอใจหรอท3าเกนคาดMeet or Exceed Guest Expectation
Professional Appearancebull Maintain a neat professional well groomed appearance ดแลตนเองใหดด แตงกายปราณต สะอาด และเหมาะสมbull Wear a clean proper uniformbull สวมเคร+องแบบถกตอง และสะอาด
What words do you use when talking about Professional
Appearance
ความเปนมตรFriendliness
Friendliness
bull Smile ยม ต)อนรบอยางจรงใจbull Greet guests and co-workers enthusiastically and
bull Every guest has different expectations of what excellent service is and each employee has a unique opportunity to anticipate and meet those expectations
Fill guests request immediately or when they want something done
สนองตอบค3าร)องขอจากแขกทนท และเมอใดกตามทแขกขอ
Make guests feel as if they are your prioritybull ท3าให)แขกมความร)ส4กวา เขาเปนอนดบแรกทเราให)บรการ
Determining Guest Needs
Anticipate and list the potential needs from the groups below
1 Families with small children2 Honeymooning couple3 Guest with disabilities4 Seniors5 Women traveling alone
Activity 2
The supervisor is giving out daily work instructions before being on duty Notice the front office personnel appropriate
body language to indicate his or her understanding Then mark on the checklist
Student A is a supervisor and
Student B is a front office personnel
Activity 2 Checklist
a) Stand straight but not stiff
b) Balance your weight evenly on both feet
c) Your facial expression must match your message
13 Ask questions to confirm understanding
Questioning is very important
Confusion can also occur when it isnrsquot clear what you are asking
whether you are asking for more information or just checking that yoursquove understood what was
said
Ways to ask questions to confirm understanding include lsquoopen endedrsquo questions such as
ldquoSo I print out the address labels first then what do I dordquo
ldquoShould I send the brochures to all the travel agents listed
hererdquo
ldquoSo you want me to store the fruit in the
fridge Is that rightrdquo
I am sorry I do not understanding Can you tell me again
I am sorry Can you explain exactly what you want me to do
Just to be sure you want me tohellip
Exceed Guest ExpectationsbullThe ldquoHometownrdquo newspaperbullFresh Seafood Fruit etcbull5 star service
Sometimes when there is a problem seeking and offering possible solutions to it is very important
Most likely it is the same way as making suggesting
Making suggestion means giving your opinion about what should be done so you often use the same expressions that you use for expressing opinion
4 ขนตอนในการแก)ไขป+ญหาการ)องเรยนของลกค)าFour steps to effectively handle guest complaints
bullรบฟ+งป+ญหา (Listen to the problem)
bullกลาวขอโทษ (Apologize) ความเหนใจEmpathy
bullแก)ไขป+ญหา (Fix the problem)
bullตดตามผล (Follow up)
Role Play Activity
Handling Complaints
Thank youIrsquom sorryhellipI apologize
I empathizehellip
Perhaps we couldhelliporhellip
Is everything to your satisfaction
What are the top 5 complaints from your customers
What are the top 5 complaints from your boss
Activity Itrsquos all about Teamwork and Empathy
Which departmentco-worker should be contacted whenhellip
1 A guest complains that although he used the ldquoDo Not Disturbrsquo sign a room attendant knocked on the door and woke him up
2 A guest complain that cable is out on the TV and hersquos missing the World Cup match
3 The guest complains that their room smells like smoke4 A meeting planner complains the Air Conditioning in the
meeting room is broken
How would you show Empathy Who follows up
Connect all 9 Dots using only 4 straight lines without lifting the ldquopencilrdquo
Connect all 9 Dots using only 4 straight lines without lifting the ldquopencilrdquo
The key comes in realizing that you donrsquot have to stay ldquoinside the boxrdquo
12
3
4
T
E
A
M
ogether
ach
chieves
ore
ldquo I have a dream helliprdquo
Nobody is perfect but a team can
be
Uplift By flying ldquo V rdquo formation the
flock adds 71 to the (each on itrsquos own)
flying range
ldquo I have a dream helliprdquo
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Since service is not something guests can return or exchange their only option is
to complain
bull เพราะงานบรการมใชสงของทแขกจะสามารถคน
หรอเปลยนใหมใด) ดงนนวธเดยวทแขกของเราจะท3าใด)
คอ ค3าบน และ ร)องท$กข
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Additional Pointsขอแนะนา
bull Guests want a total quality experience not isolated pockets of excellence Work together as a team to resolve guest problems and deliver the best service possible
What are guest expectations (6) and how do we satisfy them
Slide 90
Slide 91
รปลกษณทดเปนมออาชพ Professional Appearance
Professional Appearance
Slide 94
ความเปนมตร Friendliness
Friendliness
Slide 97
อธยาศย Courtesy
Courtesy อธยาศย
Slide 100
ความเหนใจ Empathy
Empathy
Slide 103
ความรบผดชอบ Responsiveness
Responsiveness ความรบผดชอบ
Slide 106
ความยดหยน Flexibility
Flexibility ความ ยดหยด
Slide 109
Slide 110
Is the Tourism Industry right for you
Slide 112
Slide 113
Qualities Well Organized Good Strategic Planning Skills
Accommodations sector
Slide 116
Qualities Good with figures stats numbers Punctual Ethical
Slide 118
Slide 119
Qualities Good Problem Solving skills Likes completing projects
Property Management
Slide 122
Qualities SEXY NAUGHTY Bitchy
Slide 124
The Spirit of Hospitality Part 2 Delivering Quality Service
Delivering Quality Guest Service การมอบงานบรการทเปยมคณภา
Slide 127
การอานแขกใหออกแปลวาอะไร What does it mean to lsquoReadrsquo a guest
Slide 129
A few more points ขอแนะนำ
Additional Points ขอเพมเตม
Fill guests request immediately or when they want something d
Determining Guest Needs
Slide 134
Slide 135
Slide 136
Slide 137
Slide 138
Slide 139
Sometimes when there is a problem seeking and offering possibl
4 ขนตอนในการแกไขปญหาการองเรยนของลกคา Four steps to effe (2)
Slide 142
Activity Itrsquos all about Teamwork and Empathy
Slide 144
Connect all 9 Dots using only 4 straight lines without lifting
Connect all 9 Dots using only 4 straight lines without lifting (2)
Slide 147
Slide 148
การพฒนาคณภาพการบรการ Improving Service Quality
Since service is not something guests can return or exchange t
การพฒนาคณภาพการบรการ Improving Service Quality (2)
Additional Points ขอแนะนำ
Yes We Can
Slide 154
Honolulu Hawaii
Slide 156
Slide 157
Slide 158
What are other training ideas for your departmental team member
Work in groups
Cross Departmental Training (Weekly)
Yes We Can (2)
Slide 163
Slide 164
Slide 165
Slide 166
Slide 167
Slide 168
Two teamsFO FampB
CustomersKhun Rong Khun Nid Khun Koi
Team-membersKhun Nicole Khun Chana
Customers Khun Wee Khun Ton Khun Ma
Team-membersKhun Pim Khun Samran
You must Up-sell to every customer
Role Play Rules
bull Customers must ask 2 questions about the menuproperty
bull Team members need to make different suggestions to each customer
How long should a customer wait before they get their order takenBefore they receive their drinksBefore the receive their food
Check List
1Have a DETAILED menu or services list for staff
2 Have a list of the possible questionsanswers about EACH product
3 Practice Practice Practice
What do you think
FEEDBACK PLEASE
Help me help you help them
What should I focus on
Up-Selling Food and Beverage
Up-selling Front office
Share your thoughts
Two Questions1How can I help you help themPlease be specific
2 What ideas do you have for Banyan team training and HR development
THANK YOU
Up-selling for
Food and BeveragePresented by
Aj Scott
April 212011
>
What is ldquogood servicerdquo
Who knows the most about the food and beverage in a restaurant
70 of guests do not know what they will order when the come to a restaurant
It depends on you to make a guest experience even better by suggesting them food and beverages that they will like
It is YOUR responsibility to get the guest to order what is right for them But it should be done discreetly
Suggestive Selling
Increase a guestrsquos original order by giving them suggestions and ideas
This will increase guest satisfaction and average spend
Guests love suggestive selling because
bull It saves them timebull It saves them moneybull It saves them effortbull They get to try new products
Win-Win
We ldquoNOrdquo
ผมขอชารอนแกวหนงครบ
ขอโทษครบ แตของเรามบรการชามะนาวเยน
เทานน
โอเค ผมขอแคชามะนาวไมเอา
นาแขง hellipโอเค ครบ
ด ถก เรวndash ndashค$ณสามารถเลอกรบได)สองอยาง
ดและถก แตไมรวดเรวดและเรว แตไมถกเรวและถก แตไมด
Know Your product
The name and pronunciationThe ingredientsThe method of cookingThe portion sizeThe sauces and sidesThe substitutions
The Opening
Smile Eye Contact Greeting
Build relationship By asking questions
Identify wants and needsWants is something that a guest may like but not need Needs are the essentials
Making the Sales PresentationIdentify the OpportunitiesRecommend dishes or sidesGive the guest choicesDonrsquot pushMention a unique feature of the product
Use Descriptive WordsSpeak with Confidence
ExcellentFreshly
prepared
Delicous
Home made
Really Good
Refreshing Local
Read the body language of the guest not interested then change the recommendations suggest something else
Asking for the Sale
Asking the guest if the would like to order the recommended dish
Reassure the Guest of the Choice they made
Objections
Donrsquot take it Personally if the guest says no to the sale
>
Following Up
Check back after everyone has a chance to take a bite hellipIs the guest satisfied
Thank the guest
Offer slow moving but profitable items
Consider availability
Suggest beverages to go with their meal
Offer House Specials
Offer seconds
Suggest juices and smoothies
Letrsquos Role Play
3 customers team member
You must Up-sell to every customer
Role Play Rules
bull Customers must ask 2 questions about the menuproperty
bull Team members need to make different suggestions to each customer
Upselling for
Front OfficePresented by
Aj Scott
April 212011
>
No I am not
Aj Scott Michael Smith
The Spirit of HospitalityPresented by
Aj Scott
April 2011
>
SCOTT
Activity- IntroductionsIntroducing yourselfIntroduce two people to each other
Hello my name ishellipIrsquom fromhellip
Khun A I would like you to meet Khun B Khun B I would like you to meet Khun A
Different greetings for
1 Families with small children2 Honeymooning couple3 Guest with disabilities4 Seniors5 Women traveling alone
What do guests expect from the staff when they enter a business
ท3าให)แขกได)รบความพ4งพอใจหรอท3าเกนคาดMeet or Exceed Guest Expectation
Professional Appearancebull Maintain a neat professional well groomed appearance ดแลตนเองใหดด แตงกายปราณต สะอาด และเหมาะสมbull Wear a clean proper uniformbull สวมเคร+องแบบถกตอง และสะอาด
What words do you use when talking about Professional
Appearance
ความเปนมตรFriendliness
Friendliness
bull Smile ยม ต)อนรบอยางจรงใจbull Greet guests and co-workers enthusiastically and
bull Every guest has different expectations of what excellent service is and each employee has a unique opportunity to anticipate and meet those expectations
Fill guests request immediately or when they want something done
สนองตอบค3าร)องขอจากแขกทนท และเมอใดกตามทแขกขอ
Make guests feel as if they are your prioritybull ท3าให)แขกมความร)ส4กวา เขาเปนอนดบแรกทเราให)บรการ
Determining Guest Needs
Anticipate and list the potential needs from the groups below
1 Families with small children2 Honeymooning couple3 Guest with disabilities4 Seniors5 Women traveling alone
Activity 2
The supervisor is giving out daily work instructions before being on duty Notice the front office personnel appropriate
body language to indicate his or her understanding Then mark on the checklist
Student A is a supervisor and
Student B is a front office personnel
Activity 2 Checklist
a) Stand straight but not stiff
b) Balance your weight evenly on both feet
c) Your facial expression must match your message
13 Ask questions to confirm understanding
Questioning is very important
Confusion can also occur when it isnrsquot clear what you are asking
whether you are asking for more information or just checking that yoursquove understood what was
said
Ways to ask questions to confirm understanding include lsquoopen endedrsquo questions such as
ldquoSo I print out the address labels first then what do I dordquo
ldquoShould I send the brochures to all the travel agents listed
hererdquo
ldquoSo you want me to store the fruit in the
fridge Is that rightrdquo
I am sorry I do not understanding Can you tell me again
I am sorry Can you explain exactly what you want me to do
Just to be sure you want me tohellip
Exceed Guest ExpectationsbullThe ldquoHometownrdquo newspaperbullFresh Seafood Fruit etcbull5 star service
Sometimes when there is a problem seeking and offering possible solutions to it is very important
Most likely it is the same way as making suggesting
Making suggestion means giving your opinion about what should be done so you often use the same expressions that you use for expressing opinion
4 ขนตอนในการแก)ไขป+ญหาการ)องเรยนของลกค)าFour steps to effectively handle guest complaints
bullรบฟ+งป+ญหา (Listen to the problem)
bullกลาวขอโทษ (Apologize) ความเหนใจEmpathy
bullแก)ไขป+ญหา (Fix the problem)
bullตดตามผล (Follow up)
Role Play Activity
Handling Complaints
Thank youIrsquom sorryhellipI apologize
I empathizehellip
Perhaps we couldhelliporhellip
Is everything to your satisfaction
What are the top 5 complaints from your customers
What are the top 5 complaints from your boss
Activity Itrsquos all about Teamwork and Empathy
Which departmentco-worker should be contacted whenhellip
1 A guest complains that although he used the ldquoDo Not Disturbrsquo sign a room attendant knocked on the door and woke him up
2 A guest complain that cable is out on the TV and hersquos missing the World Cup match
3 The guest complains that their room smells like smoke4 A meeting planner complains the Air Conditioning in the
meeting room is broken
How would you show Empathy Who follows up
Connect all 9 Dots using only 4 straight lines without lifting the ldquopencilrdquo
Connect all 9 Dots using only 4 straight lines without lifting the ldquopencilrdquo
The key comes in realizing that you donrsquot have to stay ldquoinside the boxrdquo
12
3
4
T
E
A
M
ogether
ach
chieves
ore
ldquo I have a dream helliprdquo
Nobody is perfect but a team can
be
Uplift By flying ldquo V rdquo formation the
flock adds 71 to the (each on itrsquos own)
flying range
ldquo I have a dream helliprdquo
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Since service is not something guests can return or exchange their only option is
to complain
bull เพราะงานบรการมใชสงของทแขกจะสามารถคน
หรอเปลยนใหมใด) ดงนนวธเดยวทแขกของเราจะท3าใด)
คอ ค3าบน และ ร)องท$กข
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Additional Pointsขอแนะนา
bull Guests want a total quality experience not isolated pockets of excellence Work together as a team to resolve guest problems and deliver the best service possible
What are guest expectations (6) and how do we satisfy them
Slide 90
Slide 91
รปลกษณทดเปนมออาชพ Professional Appearance
Professional Appearance
Slide 94
ความเปนมตร Friendliness
Friendliness
Slide 97
อธยาศย Courtesy
Courtesy อธยาศย
Slide 100
ความเหนใจ Empathy
Empathy
Slide 103
ความรบผดชอบ Responsiveness
Responsiveness ความรบผดชอบ
Slide 106
ความยดหยน Flexibility
Flexibility ความ ยดหยด
Slide 109
Slide 110
Is the Tourism Industry right for you
Slide 112
Slide 113
Qualities Well Organized Good Strategic Planning Skills
Accommodations sector
Slide 116
Qualities Good with figures stats numbers Punctual Ethical
Slide 118
Slide 119
Qualities Good Problem Solving skills Likes completing projects
Property Management
Slide 122
Qualities SEXY NAUGHTY Bitchy
Slide 124
The Spirit of Hospitality Part 2 Delivering Quality Service
Delivering Quality Guest Service การมอบงานบรการทเปยมคณภา
Slide 127
การอานแขกใหออกแปลวาอะไร What does it mean to lsquoReadrsquo a guest
Slide 129
A few more points ขอแนะนำ
Additional Points ขอเพมเตม
Fill guests request immediately or when they want something d
Determining Guest Needs
Slide 134
Slide 135
Slide 136
Slide 137
Slide 138
Slide 139
Sometimes when there is a problem seeking and offering possibl
4 ขนตอนในการแกไขปญหาการองเรยนของลกคา Four steps to effe (2)
Slide 142
Activity Itrsquos all about Teamwork and Empathy
Slide 144
Connect all 9 Dots using only 4 straight lines without lifting
Connect all 9 Dots using only 4 straight lines without lifting (2)
Slide 147
Slide 148
การพฒนาคณภาพการบรการ Improving Service Quality
Since service is not something guests can return or exchange t
การพฒนาคณภาพการบรการ Improving Service Quality (2)
Additional Points ขอแนะนำ
Yes We Can
Slide 154
Honolulu Hawaii
Slide 156
Slide 157
Slide 158
What are other training ideas for your departmental team member
Work in groups
Cross Departmental Training (Weekly)
Yes We Can (2)
Slide 163
Slide 164
Slide 165
Slide 166
Slide 167
Slide 168
You must Up-sell to every customer
Role Play Rules
bull Customers must ask 2 questions about the menuproperty
bull Team members need to make different suggestions to each customer
How long should a customer wait before they get their order takenBefore they receive their drinksBefore the receive their food
Check List
1Have a DETAILED menu or services list for staff
2 Have a list of the possible questionsanswers about EACH product
3 Practice Practice Practice
What do you think
FEEDBACK PLEASE
Help me help you help them
What should I focus on
Up-Selling Food and Beverage
Up-selling Front office
Share your thoughts
Two Questions1How can I help you help themPlease be specific
2 What ideas do you have for Banyan team training and HR development
THANK YOU
Up-selling for
Food and BeveragePresented by
Aj Scott
April 212011
>
What is ldquogood servicerdquo
Who knows the most about the food and beverage in a restaurant
70 of guests do not know what they will order when the come to a restaurant
It depends on you to make a guest experience even better by suggesting them food and beverages that they will like
It is YOUR responsibility to get the guest to order what is right for them But it should be done discreetly
Suggestive Selling
Increase a guestrsquos original order by giving them suggestions and ideas
This will increase guest satisfaction and average spend
Guests love suggestive selling because
bull It saves them timebull It saves them moneybull It saves them effortbull They get to try new products
Win-Win
We ldquoNOrdquo
ผมขอชารอนแกวหนงครบ
ขอโทษครบ แตของเรามบรการชามะนาวเยน
เทานน
โอเค ผมขอแคชามะนาวไมเอา
นาแขง hellipโอเค ครบ
ด ถก เรวndash ndashค$ณสามารถเลอกรบได)สองอยาง
ดและถก แตไมรวดเรวดและเรว แตไมถกเรวและถก แตไมด
Know Your product
The name and pronunciationThe ingredientsThe method of cookingThe portion sizeThe sauces and sidesThe substitutions
The Opening
Smile Eye Contact Greeting
Build relationship By asking questions
Identify wants and needsWants is something that a guest may like but not need Needs are the essentials
Making the Sales PresentationIdentify the OpportunitiesRecommend dishes or sidesGive the guest choicesDonrsquot pushMention a unique feature of the product
Use Descriptive WordsSpeak with Confidence
ExcellentFreshly
prepared
Delicous
Home made
Really Good
Refreshing Local
Read the body language of the guest not interested then change the recommendations suggest something else
Asking for the Sale
Asking the guest if the would like to order the recommended dish
Reassure the Guest of the Choice they made
Objections
Donrsquot take it Personally if the guest says no to the sale
>
Following Up
Check back after everyone has a chance to take a bite hellipIs the guest satisfied
Thank the guest
Offer slow moving but profitable items
Consider availability
Suggest beverages to go with their meal
Offer House Specials
Offer seconds
Suggest juices and smoothies
Letrsquos Role Play
3 customers team member
You must Up-sell to every customer
Role Play Rules
bull Customers must ask 2 questions about the menuproperty
bull Team members need to make different suggestions to each customer
Upselling for
Front OfficePresented by
Aj Scott
April 212011
>
No I am not
Aj Scott Michael Smith
The Spirit of HospitalityPresented by
Aj Scott
April 2011
>
SCOTT
Activity- IntroductionsIntroducing yourselfIntroduce two people to each other
Hello my name ishellipIrsquom fromhellip
Khun A I would like you to meet Khun B Khun B I would like you to meet Khun A
Different greetings for
1 Families with small children2 Honeymooning couple3 Guest with disabilities4 Seniors5 Women traveling alone
What do guests expect from the staff when they enter a business
ท3าให)แขกได)รบความพ4งพอใจหรอท3าเกนคาดMeet or Exceed Guest Expectation
Professional Appearancebull Maintain a neat professional well groomed appearance ดแลตนเองใหดด แตงกายปราณต สะอาด และเหมาะสมbull Wear a clean proper uniformbull สวมเคร+องแบบถกตอง และสะอาด
What words do you use when talking about Professional
Appearance
ความเปนมตรFriendliness
Friendliness
bull Smile ยม ต)อนรบอยางจรงใจbull Greet guests and co-workers enthusiastically and
bull Every guest has different expectations of what excellent service is and each employee has a unique opportunity to anticipate and meet those expectations
Fill guests request immediately or when they want something done
สนองตอบค3าร)องขอจากแขกทนท และเมอใดกตามทแขกขอ
Make guests feel as if they are your prioritybull ท3าให)แขกมความร)ส4กวา เขาเปนอนดบแรกทเราให)บรการ
Determining Guest Needs
Anticipate and list the potential needs from the groups below
1 Families with small children2 Honeymooning couple3 Guest with disabilities4 Seniors5 Women traveling alone
Activity 2
The supervisor is giving out daily work instructions before being on duty Notice the front office personnel appropriate
body language to indicate his or her understanding Then mark on the checklist
Student A is a supervisor and
Student B is a front office personnel
Activity 2 Checklist
a) Stand straight but not stiff
b) Balance your weight evenly on both feet
c) Your facial expression must match your message
13 Ask questions to confirm understanding
Questioning is very important
Confusion can also occur when it isnrsquot clear what you are asking
whether you are asking for more information or just checking that yoursquove understood what was
said
Ways to ask questions to confirm understanding include lsquoopen endedrsquo questions such as
ldquoSo I print out the address labels first then what do I dordquo
ldquoShould I send the brochures to all the travel agents listed
hererdquo
ldquoSo you want me to store the fruit in the
fridge Is that rightrdquo
I am sorry I do not understanding Can you tell me again
I am sorry Can you explain exactly what you want me to do
Just to be sure you want me tohellip
Exceed Guest ExpectationsbullThe ldquoHometownrdquo newspaperbullFresh Seafood Fruit etcbull5 star service
Sometimes when there is a problem seeking and offering possible solutions to it is very important
Most likely it is the same way as making suggesting
Making suggestion means giving your opinion about what should be done so you often use the same expressions that you use for expressing opinion
4 ขนตอนในการแก)ไขป+ญหาการ)องเรยนของลกค)าFour steps to effectively handle guest complaints
bullรบฟ+งป+ญหา (Listen to the problem)
bullกลาวขอโทษ (Apologize) ความเหนใจEmpathy
bullแก)ไขป+ญหา (Fix the problem)
bullตดตามผล (Follow up)
Role Play Activity
Handling Complaints
Thank youIrsquom sorryhellipI apologize
I empathizehellip
Perhaps we couldhelliporhellip
Is everything to your satisfaction
What are the top 5 complaints from your customers
What are the top 5 complaints from your boss
Activity Itrsquos all about Teamwork and Empathy
Which departmentco-worker should be contacted whenhellip
1 A guest complains that although he used the ldquoDo Not Disturbrsquo sign a room attendant knocked on the door and woke him up
2 A guest complain that cable is out on the TV and hersquos missing the World Cup match
3 The guest complains that their room smells like smoke4 A meeting planner complains the Air Conditioning in the
meeting room is broken
How would you show Empathy Who follows up
Connect all 9 Dots using only 4 straight lines without lifting the ldquopencilrdquo
Connect all 9 Dots using only 4 straight lines without lifting the ldquopencilrdquo
The key comes in realizing that you donrsquot have to stay ldquoinside the boxrdquo
12
3
4
T
E
A
M
ogether
ach
chieves
ore
ldquo I have a dream helliprdquo
Nobody is perfect but a team can
be
Uplift By flying ldquo V rdquo formation the
flock adds 71 to the (each on itrsquos own)
flying range
ldquo I have a dream helliprdquo
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Since service is not something guests can return or exchange their only option is
to complain
bull เพราะงานบรการมใชสงของทแขกจะสามารถคน
หรอเปลยนใหมใด) ดงนนวธเดยวทแขกของเราจะท3าใด)
คอ ค3าบน และ ร)องท$กข
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Additional Pointsขอแนะนา
bull Guests want a total quality experience not isolated pockets of excellence Work together as a team to resolve guest problems and deliver the best service possible
What are guest expectations (6) and how do we satisfy them
Slide 90
Slide 91
รปลกษณทดเปนมออาชพ Professional Appearance
Professional Appearance
Slide 94
ความเปนมตร Friendliness
Friendliness
Slide 97
อธยาศย Courtesy
Courtesy อธยาศย
Slide 100
ความเหนใจ Empathy
Empathy
Slide 103
ความรบผดชอบ Responsiveness
Responsiveness ความรบผดชอบ
Slide 106
ความยดหยน Flexibility
Flexibility ความ ยดหยด
Slide 109
Slide 110
Is the Tourism Industry right for you
Slide 112
Slide 113
Qualities Well Organized Good Strategic Planning Skills
Accommodations sector
Slide 116
Qualities Good with figures stats numbers Punctual Ethical
Slide 118
Slide 119
Qualities Good Problem Solving skills Likes completing projects
Property Management
Slide 122
Qualities SEXY NAUGHTY Bitchy
Slide 124
The Spirit of Hospitality Part 2 Delivering Quality Service
Delivering Quality Guest Service การมอบงานบรการทเปยมคณภา
Slide 127
การอานแขกใหออกแปลวาอะไร What does it mean to lsquoReadrsquo a guest
Slide 129
A few more points ขอแนะนำ
Additional Points ขอเพมเตม
Fill guests request immediately or when they want something d
Determining Guest Needs
Slide 134
Slide 135
Slide 136
Slide 137
Slide 138
Slide 139
Sometimes when there is a problem seeking and offering possibl
4 ขนตอนในการแกไขปญหาการองเรยนของลกคา Four steps to effe (2)
Slide 142
Activity Itrsquos all about Teamwork and Empathy
Slide 144
Connect all 9 Dots using only 4 straight lines without lifting
Connect all 9 Dots using only 4 straight lines without lifting (2)
Slide 147
Slide 148
การพฒนาคณภาพการบรการ Improving Service Quality
Since service is not something guests can return or exchange t
การพฒนาคณภาพการบรการ Improving Service Quality (2)
Additional Points ขอแนะนำ
Yes We Can
Slide 154
Honolulu Hawaii
Slide 156
Slide 157
Slide 158
What are other training ideas for your departmental team member
Work in groups
Cross Departmental Training (Weekly)
Yes We Can (2)
Slide 163
Slide 164
Slide 165
Slide 166
Slide 167
Slide 168
How long should a customer wait before they get their order takenBefore they receive their drinksBefore the receive their food
Check List
1Have a DETAILED menu or services list for staff
2 Have a list of the possible questionsanswers about EACH product
3 Practice Practice Practice
What do you think
FEEDBACK PLEASE
Help me help you help them
What should I focus on
Up-Selling Food and Beverage
Up-selling Front office
Share your thoughts
Two Questions1How can I help you help themPlease be specific
2 What ideas do you have for Banyan team training and HR development
THANK YOU
Up-selling for
Food and BeveragePresented by
Aj Scott
April 212011
>
What is ldquogood servicerdquo
Who knows the most about the food and beverage in a restaurant
70 of guests do not know what they will order when the come to a restaurant
It depends on you to make a guest experience even better by suggesting them food and beverages that they will like
It is YOUR responsibility to get the guest to order what is right for them But it should be done discreetly
Suggestive Selling
Increase a guestrsquos original order by giving them suggestions and ideas
This will increase guest satisfaction and average spend
Guests love suggestive selling because
bull It saves them timebull It saves them moneybull It saves them effortbull They get to try new products
Win-Win
We ldquoNOrdquo
ผมขอชารอนแกวหนงครบ
ขอโทษครบ แตของเรามบรการชามะนาวเยน
เทานน
โอเค ผมขอแคชามะนาวไมเอา
นาแขง hellipโอเค ครบ
ด ถก เรวndash ndashค$ณสามารถเลอกรบได)สองอยาง
ดและถก แตไมรวดเรวดและเรว แตไมถกเรวและถก แตไมด
Know Your product
The name and pronunciationThe ingredientsThe method of cookingThe portion sizeThe sauces and sidesThe substitutions
The Opening
Smile Eye Contact Greeting
Build relationship By asking questions
Identify wants and needsWants is something that a guest may like but not need Needs are the essentials
Making the Sales PresentationIdentify the OpportunitiesRecommend dishes or sidesGive the guest choicesDonrsquot pushMention a unique feature of the product
Use Descriptive WordsSpeak with Confidence
ExcellentFreshly
prepared
Delicous
Home made
Really Good
Refreshing Local
Read the body language of the guest not interested then change the recommendations suggest something else
Asking for the Sale
Asking the guest if the would like to order the recommended dish
Reassure the Guest of the Choice they made
Objections
Donrsquot take it Personally if the guest says no to the sale
>
Following Up
Check back after everyone has a chance to take a bite hellipIs the guest satisfied
Thank the guest
Offer slow moving but profitable items
Consider availability
Suggest beverages to go with their meal
Offer House Specials
Offer seconds
Suggest juices and smoothies
Letrsquos Role Play
3 customers team member
You must Up-sell to every customer
Role Play Rules
bull Customers must ask 2 questions about the menuproperty
bull Team members need to make different suggestions to each customer
Upselling for
Front OfficePresented by
Aj Scott
April 212011
>
No I am not
Aj Scott Michael Smith
The Spirit of HospitalityPresented by
Aj Scott
April 2011
>
SCOTT
Activity- IntroductionsIntroducing yourselfIntroduce two people to each other
Hello my name ishellipIrsquom fromhellip
Khun A I would like you to meet Khun B Khun B I would like you to meet Khun A
Different greetings for
1 Families with small children2 Honeymooning couple3 Guest with disabilities4 Seniors5 Women traveling alone
What do guests expect from the staff when they enter a business
ท3าให)แขกได)รบความพ4งพอใจหรอท3าเกนคาดMeet or Exceed Guest Expectation
Professional Appearancebull Maintain a neat professional well groomed appearance ดแลตนเองใหดด แตงกายปราณต สะอาด และเหมาะสมbull Wear a clean proper uniformbull สวมเคร+องแบบถกตอง และสะอาด
What words do you use when talking about Professional
Appearance
ความเปนมตรFriendliness
Friendliness
bull Smile ยม ต)อนรบอยางจรงใจbull Greet guests and co-workers enthusiastically and
bull Every guest has different expectations of what excellent service is and each employee has a unique opportunity to anticipate and meet those expectations
Fill guests request immediately or when they want something done
สนองตอบค3าร)องขอจากแขกทนท และเมอใดกตามทแขกขอ
Make guests feel as if they are your prioritybull ท3าให)แขกมความร)ส4กวา เขาเปนอนดบแรกทเราให)บรการ
Determining Guest Needs
Anticipate and list the potential needs from the groups below
1 Families with small children2 Honeymooning couple3 Guest with disabilities4 Seniors5 Women traveling alone
Activity 2
The supervisor is giving out daily work instructions before being on duty Notice the front office personnel appropriate
body language to indicate his or her understanding Then mark on the checklist
Student A is a supervisor and
Student B is a front office personnel
Activity 2 Checklist
a) Stand straight but not stiff
b) Balance your weight evenly on both feet
c) Your facial expression must match your message
13 Ask questions to confirm understanding
Questioning is very important
Confusion can also occur when it isnrsquot clear what you are asking
whether you are asking for more information or just checking that yoursquove understood what was
said
Ways to ask questions to confirm understanding include lsquoopen endedrsquo questions such as
ldquoSo I print out the address labels first then what do I dordquo
ldquoShould I send the brochures to all the travel agents listed
hererdquo
ldquoSo you want me to store the fruit in the
fridge Is that rightrdquo
I am sorry I do not understanding Can you tell me again
I am sorry Can you explain exactly what you want me to do
Just to be sure you want me tohellip
Exceed Guest ExpectationsbullThe ldquoHometownrdquo newspaperbullFresh Seafood Fruit etcbull5 star service
Sometimes when there is a problem seeking and offering possible solutions to it is very important
Most likely it is the same way as making suggesting
Making suggestion means giving your opinion about what should be done so you often use the same expressions that you use for expressing opinion
4 ขนตอนในการแก)ไขป+ญหาการ)องเรยนของลกค)าFour steps to effectively handle guest complaints
bullรบฟ+งป+ญหา (Listen to the problem)
bullกลาวขอโทษ (Apologize) ความเหนใจEmpathy
bullแก)ไขป+ญหา (Fix the problem)
bullตดตามผล (Follow up)
Role Play Activity
Handling Complaints
Thank youIrsquom sorryhellipI apologize
I empathizehellip
Perhaps we couldhelliporhellip
Is everything to your satisfaction
What are the top 5 complaints from your customers
What are the top 5 complaints from your boss
Activity Itrsquos all about Teamwork and Empathy
Which departmentco-worker should be contacted whenhellip
1 A guest complains that although he used the ldquoDo Not Disturbrsquo sign a room attendant knocked on the door and woke him up
2 A guest complain that cable is out on the TV and hersquos missing the World Cup match
3 The guest complains that their room smells like smoke4 A meeting planner complains the Air Conditioning in the
meeting room is broken
How would you show Empathy Who follows up
Connect all 9 Dots using only 4 straight lines without lifting the ldquopencilrdquo
Connect all 9 Dots using only 4 straight lines without lifting the ldquopencilrdquo
The key comes in realizing that you donrsquot have to stay ldquoinside the boxrdquo
12
3
4
T
E
A
M
ogether
ach
chieves
ore
ldquo I have a dream helliprdquo
Nobody is perfect but a team can
be
Uplift By flying ldquo V rdquo formation the
flock adds 71 to the (each on itrsquos own)
flying range
ldquo I have a dream helliprdquo
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Since service is not something guests can return or exchange their only option is
to complain
bull เพราะงานบรการมใชสงของทแขกจะสามารถคน
หรอเปลยนใหมใด) ดงนนวธเดยวทแขกของเราจะท3าใด)
คอ ค3าบน และ ร)องท$กข
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Additional Pointsขอแนะนา
bull Guests want a total quality experience not isolated pockets of excellence Work together as a team to resolve guest problems and deliver the best service possible
What are guest expectations (6) and how do we satisfy them
Slide 90
Slide 91
รปลกษณทดเปนมออาชพ Professional Appearance
Professional Appearance
Slide 94
ความเปนมตร Friendliness
Friendliness
Slide 97
อธยาศย Courtesy
Courtesy อธยาศย
Slide 100
ความเหนใจ Empathy
Empathy
Slide 103
ความรบผดชอบ Responsiveness
Responsiveness ความรบผดชอบ
Slide 106
ความยดหยน Flexibility
Flexibility ความ ยดหยด
Slide 109
Slide 110
Is the Tourism Industry right for you
Slide 112
Slide 113
Qualities Well Organized Good Strategic Planning Skills
Accommodations sector
Slide 116
Qualities Good with figures stats numbers Punctual Ethical
Slide 118
Slide 119
Qualities Good Problem Solving skills Likes completing projects
Property Management
Slide 122
Qualities SEXY NAUGHTY Bitchy
Slide 124
The Spirit of Hospitality Part 2 Delivering Quality Service
Delivering Quality Guest Service การมอบงานบรการทเปยมคณภา
Slide 127
การอานแขกใหออกแปลวาอะไร What does it mean to lsquoReadrsquo a guest
Slide 129
A few more points ขอแนะนำ
Additional Points ขอเพมเตม
Fill guests request immediately or when they want something d
Determining Guest Needs
Slide 134
Slide 135
Slide 136
Slide 137
Slide 138
Slide 139
Sometimes when there is a problem seeking and offering possibl
4 ขนตอนในการแกไขปญหาการองเรยนของลกคา Four steps to effe (2)
Slide 142
Activity Itrsquos all about Teamwork and Empathy
Slide 144
Connect all 9 Dots using only 4 straight lines without lifting
Connect all 9 Dots using only 4 straight lines without lifting (2)
Slide 147
Slide 148
การพฒนาคณภาพการบรการ Improving Service Quality
Since service is not something guests can return or exchange t
การพฒนาคณภาพการบรการ Improving Service Quality (2)
Additional Points ขอแนะนำ
Yes We Can
Slide 154
Honolulu Hawaii
Slide 156
Slide 157
Slide 158
What are other training ideas for your departmental team member
Work in groups
Cross Departmental Training (Weekly)
Yes We Can (2)
Slide 163
Slide 164
Slide 165
Slide 166
Slide 167
Slide 168
Check List
1Have a DETAILED menu or services list for staff
2 Have a list of the possible questionsanswers about EACH product
3 Practice Practice Practice
What do you think
FEEDBACK PLEASE
Help me help you help them
What should I focus on
Up-Selling Food and Beverage
Up-selling Front office
Share your thoughts
Two Questions1How can I help you help themPlease be specific
2 What ideas do you have for Banyan team training and HR development
THANK YOU
Up-selling for
Food and BeveragePresented by
Aj Scott
April 212011
>
What is ldquogood servicerdquo
Who knows the most about the food and beverage in a restaurant
70 of guests do not know what they will order when the come to a restaurant
It depends on you to make a guest experience even better by suggesting them food and beverages that they will like
It is YOUR responsibility to get the guest to order what is right for them But it should be done discreetly
Suggestive Selling
Increase a guestrsquos original order by giving them suggestions and ideas
This will increase guest satisfaction and average spend
Guests love suggestive selling because
bull It saves them timebull It saves them moneybull It saves them effortbull They get to try new products
Win-Win
We ldquoNOrdquo
ผมขอชารอนแกวหนงครบ
ขอโทษครบ แตของเรามบรการชามะนาวเยน
เทานน
โอเค ผมขอแคชามะนาวไมเอา
นาแขง hellipโอเค ครบ
ด ถก เรวndash ndashค$ณสามารถเลอกรบได)สองอยาง
ดและถก แตไมรวดเรวดและเรว แตไมถกเรวและถก แตไมด
Know Your product
The name and pronunciationThe ingredientsThe method of cookingThe portion sizeThe sauces and sidesThe substitutions
The Opening
Smile Eye Contact Greeting
Build relationship By asking questions
Identify wants and needsWants is something that a guest may like but not need Needs are the essentials
Making the Sales PresentationIdentify the OpportunitiesRecommend dishes or sidesGive the guest choicesDonrsquot pushMention a unique feature of the product
Use Descriptive WordsSpeak with Confidence
ExcellentFreshly
prepared
Delicous
Home made
Really Good
Refreshing Local
Read the body language of the guest not interested then change the recommendations suggest something else
Asking for the Sale
Asking the guest if the would like to order the recommended dish
Reassure the Guest of the Choice they made
Objections
Donrsquot take it Personally if the guest says no to the sale
>
Following Up
Check back after everyone has a chance to take a bite hellipIs the guest satisfied
Thank the guest
Offer slow moving but profitable items
Consider availability
Suggest beverages to go with their meal
Offer House Specials
Offer seconds
Suggest juices and smoothies
Letrsquos Role Play
3 customers team member
You must Up-sell to every customer
Role Play Rules
bull Customers must ask 2 questions about the menuproperty
bull Team members need to make different suggestions to each customer
Upselling for
Front OfficePresented by
Aj Scott
April 212011
>
No I am not
Aj Scott Michael Smith
The Spirit of HospitalityPresented by
Aj Scott
April 2011
>
SCOTT
Activity- IntroductionsIntroducing yourselfIntroduce two people to each other
Hello my name ishellipIrsquom fromhellip
Khun A I would like you to meet Khun B Khun B I would like you to meet Khun A
Different greetings for
1 Families with small children2 Honeymooning couple3 Guest with disabilities4 Seniors5 Women traveling alone
What do guests expect from the staff when they enter a business
ท3าให)แขกได)รบความพ4งพอใจหรอท3าเกนคาดMeet or Exceed Guest Expectation
Professional Appearancebull Maintain a neat professional well groomed appearance ดแลตนเองใหดด แตงกายปราณต สะอาด และเหมาะสมbull Wear a clean proper uniformbull สวมเคร+องแบบถกตอง และสะอาด
What words do you use when talking about Professional
Appearance
ความเปนมตรFriendliness
Friendliness
bull Smile ยม ต)อนรบอยางจรงใจbull Greet guests and co-workers enthusiastically and
bull Every guest has different expectations of what excellent service is and each employee has a unique opportunity to anticipate and meet those expectations
Fill guests request immediately or when they want something done
สนองตอบค3าร)องขอจากแขกทนท และเมอใดกตามทแขกขอ
Make guests feel as if they are your prioritybull ท3าให)แขกมความร)ส4กวา เขาเปนอนดบแรกทเราให)บรการ
Determining Guest Needs
Anticipate and list the potential needs from the groups below
1 Families with small children2 Honeymooning couple3 Guest with disabilities4 Seniors5 Women traveling alone
Activity 2
The supervisor is giving out daily work instructions before being on duty Notice the front office personnel appropriate
body language to indicate his or her understanding Then mark on the checklist
Student A is a supervisor and
Student B is a front office personnel
Activity 2 Checklist
a) Stand straight but not stiff
b) Balance your weight evenly on both feet
c) Your facial expression must match your message
13 Ask questions to confirm understanding
Questioning is very important
Confusion can also occur when it isnrsquot clear what you are asking
whether you are asking for more information or just checking that yoursquove understood what was
said
Ways to ask questions to confirm understanding include lsquoopen endedrsquo questions such as
ldquoSo I print out the address labels first then what do I dordquo
ldquoShould I send the brochures to all the travel agents listed
hererdquo
ldquoSo you want me to store the fruit in the
fridge Is that rightrdquo
I am sorry I do not understanding Can you tell me again
I am sorry Can you explain exactly what you want me to do
Just to be sure you want me tohellip
Exceed Guest ExpectationsbullThe ldquoHometownrdquo newspaperbullFresh Seafood Fruit etcbull5 star service
Sometimes when there is a problem seeking and offering possible solutions to it is very important
Most likely it is the same way as making suggesting
Making suggestion means giving your opinion about what should be done so you often use the same expressions that you use for expressing opinion
4 ขนตอนในการแก)ไขป+ญหาการ)องเรยนของลกค)าFour steps to effectively handle guest complaints
bullรบฟ+งป+ญหา (Listen to the problem)
bullกลาวขอโทษ (Apologize) ความเหนใจEmpathy
bullแก)ไขป+ญหา (Fix the problem)
bullตดตามผล (Follow up)
Role Play Activity
Handling Complaints
Thank youIrsquom sorryhellipI apologize
I empathizehellip
Perhaps we couldhelliporhellip
Is everything to your satisfaction
What are the top 5 complaints from your customers
What are the top 5 complaints from your boss
Activity Itrsquos all about Teamwork and Empathy
Which departmentco-worker should be contacted whenhellip
1 A guest complains that although he used the ldquoDo Not Disturbrsquo sign a room attendant knocked on the door and woke him up
2 A guest complain that cable is out on the TV and hersquos missing the World Cup match
3 The guest complains that their room smells like smoke4 A meeting planner complains the Air Conditioning in the
meeting room is broken
How would you show Empathy Who follows up
Connect all 9 Dots using only 4 straight lines without lifting the ldquopencilrdquo
Connect all 9 Dots using only 4 straight lines without lifting the ldquopencilrdquo
The key comes in realizing that you donrsquot have to stay ldquoinside the boxrdquo
12
3
4
T
E
A
M
ogether
ach
chieves
ore
ldquo I have a dream helliprdquo
Nobody is perfect but a team can
be
Uplift By flying ldquo V rdquo formation the
flock adds 71 to the (each on itrsquos own)
flying range
ldquo I have a dream helliprdquo
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Since service is not something guests can return or exchange their only option is
to complain
bull เพราะงานบรการมใชสงของทแขกจะสามารถคน
หรอเปลยนใหมใด) ดงนนวธเดยวทแขกของเราจะท3าใด)
คอ ค3าบน และ ร)องท$กข
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Additional Pointsขอแนะนา
bull Guests want a total quality experience not isolated pockets of excellence Work together as a team to resolve guest problems and deliver the best service possible
What are guest expectations (6) and how do we satisfy them
Slide 90
Slide 91
รปลกษณทดเปนมออาชพ Professional Appearance
Professional Appearance
Slide 94
ความเปนมตร Friendliness
Friendliness
Slide 97
อธยาศย Courtesy
Courtesy อธยาศย
Slide 100
ความเหนใจ Empathy
Empathy
Slide 103
ความรบผดชอบ Responsiveness
Responsiveness ความรบผดชอบ
Slide 106
ความยดหยน Flexibility
Flexibility ความ ยดหยด
Slide 109
Slide 110
Is the Tourism Industry right for you
Slide 112
Slide 113
Qualities Well Organized Good Strategic Planning Skills
Accommodations sector
Slide 116
Qualities Good with figures stats numbers Punctual Ethical
Slide 118
Slide 119
Qualities Good Problem Solving skills Likes completing projects
Property Management
Slide 122
Qualities SEXY NAUGHTY Bitchy
Slide 124
The Spirit of Hospitality Part 2 Delivering Quality Service
Delivering Quality Guest Service การมอบงานบรการทเปยมคณภา
Slide 127
การอานแขกใหออกแปลวาอะไร What does it mean to lsquoReadrsquo a guest
Slide 129
A few more points ขอแนะนำ
Additional Points ขอเพมเตม
Fill guests request immediately or when they want something d
Determining Guest Needs
Slide 134
Slide 135
Slide 136
Slide 137
Slide 138
Slide 139
Sometimes when there is a problem seeking and offering possibl
4 ขนตอนในการแกไขปญหาการองเรยนของลกคา Four steps to effe (2)
Slide 142
Activity Itrsquos all about Teamwork and Empathy
Slide 144
Connect all 9 Dots using only 4 straight lines without lifting
Connect all 9 Dots using only 4 straight lines without lifting (2)
Slide 147
Slide 148
การพฒนาคณภาพการบรการ Improving Service Quality
Since service is not something guests can return or exchange t
การพฒนาคณภาพการบรการ Improving Service Quality (2)
Additional Points ขอแนะนำ
Yes We Can
Slide 154
Honolulu Hawaii
Slide 156
Slide 157
Slide 158
What are other training ideas for your departmental team member
Work in groups
Cross Departmental Training (Weekly)
Yes We Can (2)
Slide 163
Slide 164
Slide 165
Slide 166
Slide 167
Slide 168
What do you think
FEEDBACK PLEASE
Help me help you help them
What should I focus on
Up-Selling Food and Beverage
Up-selling Front office
Share your thoughts
Two Questions1How can I help you help themPlease be specific
2 What ideas do you have for Banyan team training and HR development
THANK YOU
Up-selling for
Food and BeveragePresented by
Aj Scott
April 212011
>
What is ldquogood servicerdquo
Who knows the most about the food and beverage in a restaurant
70 of guests do not know what they will order when the come to a restaurant
It depends on you to make a guest experience even better by suggesting them food and beverages that they will like
It is YOUR responsibility to get the guest to order what is right for them But it should be done discreetly
Suggestive Selling
Increase a guestrsquos original order by giving them suggestions and ideas
This will increase guest satisfaction and average spend
Guests love suggestive selling because
bull It saves them timebull It saves them moneybull It saves them effortbull They get to try new products
Win-Win
We ldquoNOrdquo
ผมขอชารอนแกวหนงครบ
ขอโทษครบ แตของเรามบรการชามะนาวเยน
เทานน
โอเค ผมขอแคชามะนาวไมเอา
นาแขง hellipโอเค ครบ
ด ถก เรวndash ndashค$ณสามารถเลอกรบได)สองอยาง
ดและถก แตไมรวดเรวดและเรว แตไมถกเรวและถก แตไมด
Know Your product
The name and pronunciationThe ingredientsThe method of cookingThe portion sizeThe sauces and sidesThe substitutions
The Opening
Smile Eye Contact Greeting
Build relationship By asking questions
Identify wants and needsWants is something that a guest may like but not need Needs are the essentials
Making the Sales PresentationIdentify the OpportunitiesRecommend dishes or sidesGive the guest choicesDonrsquot pushMention a unique feature of the product
Use Descriptive WordsSpeak with Confidence
ExcellentFreshly
prepared
Delicous
Home made
Really Good
Refreshing Local
Read the body language of the guest not interested then change the recommendations suggest something else
Asking for the Sale
Asking the guest if the would like to order the recommended dish
Reassure the Guest of the Choice they made
Objections
Donrsquot take it Personally if the guest says no to the sale
>
Following Up
Check back after everyone has a chance to take a bite hellipIs the guest satisfied
Thank the guest
Offer slow moving but profitable items
Consider availability
Suggest beverages to go with their meal
Offer House Specials
Offer seconds
Suggest juices and smoothies
Letrsquos Role Play
3 customers team member
You must Up-sell to every customer
Role Play Rules
bull Customers must ask 2 questions about the menuproperty
bull Team members need to make different suggestions to each customer
Upselling for
Front OfficePresented by
Aj Scott
April 212011
>
No I am not
Aj Scott Michael Smith
The Spirit of HospitalityPresented by
Aj Scott
April 2011
>
SCOTT
Activity- IntroductionsIntroducing yourselfIntroduce two people to each other
Hello my name ishellipIrsquom fromhellip
Khun A I would like you to meet Khun B Khun B I would like you to meet Khun A
Different greetings for
1 Families with small children2 Honeymooning couple3 Guest with disabilities4 Seniors5 Women traveling alone
What do guests expect from the staff when they enter a business
ท3าให)แขกได)รบความพ4งพอใจหรอท3าเกนคาดMeet or Exceed Guest Expectation
Professional Appearancebull Maintain a neat professional well groomed appearance ดแลตนเองใหดด แตงกายปราณต สะอาด และเหมาะสมbull Wear a clean proper uniformbull สวมเคร+องแบบถกตอง และสะอาด
What words do you use when talking about Professional
Appearance
ความเปนมตรFriendliness
Friendliness
bull Smile ยม ต)อนรบอยางจรงใจbull Greet guests and co-workers enthusiastically and
bull Every guest has different expectations of what excellent service is and each employee has a unique opportunity to anticipate and meet those expectations
Fill guests request immediately or when they want something done
สนองตอบค3าร)องขอจากแขกทนท และเมอใดกตามทแขกขอ
Make guests feel as if they are your prioritybull ท3าให)แขกมความร)ส4กวา เขาเปนอนดบแรกทเราให)บรการ
Determining Guest Needs
Anticipate and list the potential needs from the groups below
1 Families with small children2 Honeymooning couple3 Guest with disabilities4 Seniors5 Women traveling alone
Activity 2
The supervisor is giving out daily work instructions before being on duty Notice the front office personnel appropriate
body language to indicate his or her understanding Then mark on the checklist
Student A is a supervisor and
Student B is a front office personnel
Activity 2 Checklist
a) Stand straight but not stiff
b) Balance your weight evenly on both feet
c) Your facial expression must match your message
13 Ask questions to confirm understanding
Questioning is very important
Confusion can also occur when it isnrsquot clear what you are asking
whether you are asking for more information or just checking that yoursquove understood what was
said
Ways to ask questions to confirm understanding include lsquoopen endedrsquo questions such as
ldquoSo I print out the address labels first then what do I dordquo
ldquoShould I send the brochures to all the travel agents listed
hererdquo
ldquoSo you want me to store the fruit in the
fridge Is that rightrdquo
I am sorry I do not understanding Can you tell me again
I am sorry Can you explain exactly what you want me to do
Just to be sure you want me tohellip
Exceed Guest ExpectationsbullThe ldquoHometownrdquo newspaperbullFresh Seafood Fruit etcbull5 star service
Sometimes when there is a problem seeking and offering possible solutions to it is very important
Most likely it is the same way as making suggesting
Making suggestion means giving your opinion about what should be done so you often use the same expressions that you use for expressing opinion
4 ขนตอนในการแก)ไขป+ญหาการ)องเรยนของลกค)าFour steps to effectively handle guest complaints
bullรบฟ+งป+ญหา (Listen to the problem)
bullกลาวขอโทษ (Apologize) ความเหนใจEmpathy
bullแก)ไขป+ญหา (Fix the problem)
bullตดตามผล (Follow up)
Role Play Activity
Handling Complaints
Thank youIrsquom sorryhellipI apologize
I empathizehellip
Perhaps we couldhelliporhellip
Is everything to your satisfaction
What are the top 5 complaints from your customers
What are the top 5 complaints from your boss
Activity Itrsquos all about Teamwork and Empathy
Which departmentco-worker should be contacted whenhellip
1 A guest complains that although he used the ldquoDo Not Disturbrsquo sign a room attendant knocked on the door and woke him up
2 A guest complain that cable is out on the TV and hersquos missing the World Cup match
3 The guest complains that their room smells like smoke4 A meeting planner complains the Air Conditioning in the
meeting room is broken
How would you show Empathy Who follows up
Connect all 9 Dots using only 4 straight lines without lifting the ldquopencilrdquo
Connect all 9 Dots using only 4 straight lines without lifting the ldquopencilrdquo
The key comes in realizing that you donrsquot have to stay ldquoinside the boxrdquo
12
3
4
T
E
A
M
ogether
ach
chieves
ore
ldquo I have a dream helliprdquo
Nobody is perfect but a team can
be
Uplift By flying ldquo V rdquo formation the
flock adds 71 to the (each on itrsquos own)
flying range
ldquo I have a dream helliprdquo
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Since service is not something guests can return or exchange their only option is
to complain
bull เพราะงานบรการมใชสงของทแขกจะสามารถคน
หรอเปลยนใหมใด) ดงนนวธเดยวทแขกของเราจะท3าใด)
คอ ค3าบน และ ร)องท$กข
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Additional Pointsขอแนะนา
bull Guests want a total quality experience not isolated pockets of excellence Work together as a team to resolve guest problems and deliver the best service possible
What are guest expectations (6) and how do we satisfy them
Slide 90
Slide 91
รปลกษณทดเปนมออาชพ Professional Appearance
Professional Appearance
Slide 94
ความเปนมตร Friendliness
Friendliness
Slide 97
อธยาศย Courtesy
Courtesy อธยาศย
Slide 100
ความเหนใจ Empathy
Empathy
Slide 103
ความรบผดชอบ Responsiveness
Responsiveness ความรบผดชอบ
Slide 106
ความยดหยน Flexibility
Flexibility ความ ยดหยด
Slide 109
Slide 110
Is the Tourism Industry right for you
Slide 112
Slide 113
Qualities Well Organized Good Strategic Planning Skills
Accommodations sector
Slide 116
Qualities Good with figures stats numbers Punctual Ethical
Slide 118
Slide 119
Qualities Good Problem Solving skills Likes completing projects
Property Management
Slide 122
Qualities SEXY NAUGHTY Bitchy
Slide 124
The Spirit of Hospitality Part 2 Delivering Quality Service
Delivering Quality Guest Service การมอบงานบรการทเปยมคณภา
Slide 127
การอานแขกใหออกแปลวาอะไร What does it mean to lsquoReadrsquo a guest
Slide 129
A few more points ขอแนะนำ
Additional Points ขอเพมเตม
Fill guests request immediately or when they want something d
Determining Guest Needs
Slide 134
Slide 135
Slide 136
Slide 137
Slide 138
Slide 139
Sometimes when there is a problem seeking and offering possibl
4 ขนตอนในการแกไขปญหาการองเรยนของลกคา Four steps to effe (2)
Slide 142
Activity Itrsquos all about Teamwork and Empathy
Slide 144
Connect all 9 Dots using only 4 straight lines without lifting
Connect all 9 Dots using only 4 straight lines without lifting (2)
Slide 147
Slide 148
การพฒนาคณภาพการบรการ Improving Service Quality
Since service is not something guests can return or exchange t
การพฒนาคณภาพการบรการ Improving Service Quality (2)
Additional Points ขอแนะนำ
Yes We Can
Slide 154
Honolulu Hawaii
Slide 156
Slide 157
Slide 158
What are other training ideas for your departmental team member
Work in groups
Cross Departmental Training (Weekly)
Yes We Can (2)
Slide 163
Slide 164
Slide 165
Slide 166
Slide 167
Slide 168
Help me help you help them
What should I focus on
Up-Selling Food and Beverage
Up-selling Front office
Share your thoughts
Two Questions1How can I help you help themPlease be specific
2 What ideas do you have for Banyan team training and HR development
THANK YOU
Up-selling for
Food and BeveragePresented by
Aj Scott
April 212011
>
What is ldquogood servicerdquo
Who knows the most about the food and beverage in a restaurant
70 of guests do not know what they will order when the come to a restaurant
It depends on you to make a guest experience even better by suggesting them food and beverages that they will like
It is YOUR responsibility to get the guest to order what is right for them But it should be done discreetly
Suggestive Selling
Increase a guestrsquos original order by giving them suggestions and ideas
This will increase guest satisfaction and average spend
Guests love suggestive selling because
bull It saves them timebull It saves them moneybull It saves them effortbull They get to try new products
Win-Win
We ldquoNOrdquo
ผมขอชารอนแกวหนงครบ
ขอโทษครบ แตของเรามบรการชามะนาวเยน
เทานน
โอเค ผมขอแคชามะนาวไมเอา
นาแขง hellipโอเค ครบ
ด ถก เรวndash ndashค$ณสามารถเลอกรบได)สองอยาง
ดและถก แตไมรวดเรวดและเรว แตไมถกเรวและถก แตไมด
Know Your product
The name and pronunciationThe ingredientsThe method of cookingThe portion sizeThe sauces and sidesThe substitutions
The Opening
Smile Eye Contact Greeting
Build relationship By asking questions
Identify wants and needsWants is something that a guest may like but not need Needs are the essentials
Making the Sales PresentationIdentify the OpportunitiesRecommend dishes or sidesGive the guest choicesDonrsquot pushMention a unique feature of the product
Use Descriptive WordsSpeak with Confidence
ExcellentFreshly
prepared
Delicous
Home made
Really Good
Refreshing Local
Read the body language of the guest not interested then change the recommendations suggest something else
Asking for the Sale
Asking the guest if the would like to order the recommended dish
Reassure the Guest of the Choice they made
Objections
Donrsquot take it Personally if the guest says no to the sale
>
Following Up
Check back after everyone has a chance to take a bite hellipIs the guest satisfied
Thank the guest
Offer slow moving but profitable items
Consider availability
Suggest beverages to go with their meal
Offer House Specials
Offer seconds
Suggest juices and smoothies
Letrsquos Role Play
3 customers team member
You must Up-sell to every customer
Role Play Rules
bull Customers must ask 2 questions about the menuproperty
bull Team members need to make different suggestions to each customer
Upselling for
Front OfficePresented by
Aj Scott
April 212011
>
No I am not
Aj Scott Michael Smith
The Spirit of HospitalityPresented by
Aj Scott
April 2011
>
SCOTT
Activity- IntroductionsIntroducing yourselfIntroduce two people to each other
Hello my name ishellipIrsquom fromhellip
Khun A I would like you to meet Khun B Khun B I would like you to meet Khun A
Different greetings for
1 Families with small children2 Honeymooning couple3 Guest with disabilities4 Seniors5 Women traveling alone
What do guests expect from the staff when they enter a business
ท3าให)แขกได)รบความพ4งพอใจหรอท3าเกนคาดMeet or Exceed Guest Expectation
Professional Appearancebull Maintain a neat professional well groomed appearance ดแลตนเองใหดด แตงกายปราณต สะอาด และเหมาะสมbull Wear a clean proper uniformbull สวมเคร+องแบบถกตอง และสะอาด
What words do you use when talking about Professional
Appearance
ความเปนมตรFriendliness
Friendliness
bull Smile ยม ต)อนรบอยางจรงใจbull Greet guests and co-workers enthusiastically and
bull Every guest has different expectations of what excellent service is and each employee has a unique opportunity to anticipate and meet those expectations
Fill guests request immediately or when they want something done
สนองตอบค3าร)องขอจากแขกทนท และเมอใดกตามทแขกขอ
Make guests feel as if they are your prioritybull ท3าให)แขกมความร)ส4กวา เขาเปนอนดบแรกทเราให)บรการ
Determining Guest Needs
Anticipate and list the potential needs from the groups below
1 Families with small children2 Honeymooning couple3 Guest with disabilities4 Seniors5 Women traveling alone
Activity 2
The supervisor is giving out daily work instructions before being on duty Notice the front office personnel appropriate
body language to indicate his or her understanding Then mark on the checklist
Student A is a supervisor and
Student B is a front office personnel
Activity 2 Checklist
a) Stand straight but not stiff
b) Balance your weight evenly on both feet
c) Your facial expression must match your message
13 Ask questions to confirm understanding
Questioning is very important
Confusion can also occur when it isnrsquot clear what you are asking
whether you are asking for more information or just checking that yoursquove understood what was
said
Ways to ask questions to confirm understanding include lsquoopen endedrsquo questions such as
ldquoSo I print out the address labels first then what do I dordquo
ldquoShould I send the brochures to all the travel agents listed
hererdquo
ldquoSo you want me to store the fruit in the
fridge Is that rightrdquo
I am sorry I do not understanding Can you tell me again
I am sorry Can you explain exactly what you want me to do
Just to be sure you want me tohellip
Exceed Guest ExpectationsbullThe ldquoHometownrdquo newspaperbullFresh Seafood Fruit etcbull5 star service
Sometimes when there is a problem seeking and offering possible solutions to it is very important
Most likely it is the same way as making suggesting
Making suggestion means giving your opinion about what should be done so you often use the same expressions that you use for expressing opinion
4 ขนตอนในการแก)ไขป+ญหาการ)องเรยนของลกค)าFour steps to effectively handle guest complaints
bullรบฟ+งป+ญหา (Listen to the problem)
bullกลาวขอโทษ (Apologize) ความเหนใจEmpathy
bullแก)ไขป+ญหา (Fix the problem)
bullตดตามผล (Follow up)
Role Play Activity
Handling Complaints
Thank youIrsquom sorryhellipI apologize
I empathizehellip
Perhaps we couldhelliporhellip
Is everything to your satisfaction
What are the top 5 complaints from your customers
What are the top 5 complaints from your boss
Activity Itrsquos all about Teamwork and Empathy
Which departmentco-worker should be contacted whenhellip
1 A guest complains that although he used the ldquoDo Not Disturbrsquo sign a room attendant knocked on the door and woke him up
2 A guest complain that cable is out on the TV and hersquos missing the World Cup match
3 The guest complains that their room smells like smoke4 A meeting planner complains the Air Conditioning in the
meeting room is broken
How would you show Empathy Who follows up
Connect all 9 Dots using only 4 straight lines without lifting the ldquopencilrdquo
Connect all 9 Dots using only 4 straight lines without lifting the ldquopencilrdquo
The key comes in realizing that you donrsquot have to stay ldquoinside the boxrdquo
12
3
4
T
E
A
M
ogether
ach
chieves
ore
ldquo I have a dream helliprdquo
Nobody is perfect but a team can
be
Uplift By flying ldquo V rdquo formation the
flock adds 71 to the (each on itrsquos own)
flying range
ldquo I have a dream helliprdquo
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Since service is not something guests can return or exchange their only option is
to complain
bull เพราะงานบรการมใชสงของทแขกจะสามารถคน
หรอเปลยนใหมใด) ดงนนวธเดยวทแขกของเราจะท3าใด)
คอ ค3าบน และ ร)องท$กข
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Additional Pointsขอแนะนา
bull Guests want a total quality experience not isolated pockets of excellence Work together as a team to resolve guest problems and deliver the best service possible
What are guest expectations (6) and how do we satisfy them
Slide 90
Slide 91
รปลกษณทดเปนมออาชพ Professional Appearance
Professional Appearance
Slide 94
ความเปนมตร Friendliness
Friendliness
Slide 97
อธยาศย Courtesy
Courtesy อธยาศย
Slide 100
ความเหนใจ Empathy
Empathy
Slide 103
ความรบผดชอบ Responsiveness
Responsiveness ความรบผดชอบ
Slide 106
ความยดหยน Flexibility
Flexibility ความ ยดหยด
Slide 109
Slide 110
Is the Tourism Industry right for you
Slide 112
Slide 113
Qualities Well Organized Good Strategic Planning Skills
Accommodations sector
Slide 116
Qualities Good with figures stats numbers Punctual Ethical
Slide 118
Slide 119
Qualities Good Problem Solving skills Likes completing projects
Property Management
Slide 122
Qualities SEXY NAUGHTY Bitchy
Slide 124
The Spirit of Hospitality Part 2 Delivering Quality Service
Delivering Quality Guest Service การมอบงานบรการทเปยมคณภา
Slide 127
การอานแขกใหออกแปลวาอะไร What does it mean to lsquoReadrsquo a guest
Slide 129
A few more points ขอแนะนำ
Additional Points ขอเพมเตม
Fill guests request immediately or when they want something d
Determining Guest Needs
Slide 134
Slide 135
Slide 136
Slide 137
Slide 138
Slide 139
Sometimes when there is a problem seeking and offering possibl
4 ขนตอนในการแกไขปญหาการองเรยนของลกคา Four steps to effe (2)
Slide 142
Activity Itrsquos all about Teamwork and Empathy
Slide 144
Connect all 9 Dots using only 4 straight lines without lifting
Connect all 9 Dots using only 4 straight lines without lifting (2)
Slide 147
Slide 148
การพฒนาคณภาพการบรการ Improving Service Quality
Since service is not something guests can return or exchange t
การพฒนาคณภาพการบรการ Improving Service Quality (2)
Additional Points ขอแนะนำ
Yes We Can
Slide 154
Honolulu Hawaii
Slide 156
Slide 157
Slide 158
What are other training ideas for your departmental team member
Work in groups
Cross Departmental Training (Weekly)
Yes We Can (2)
Slide 163
Slide 164
Slide 165
Slide 166
Slide 167
Slide 168
What should I focus on
Up-Selling Food and Beverage
Up-selling Front office
Share your thoughts
Two Questions1How can I help you help themPlease be specific
2 What ideas do you have for Banyan team training and HR development
THANK YOU
Up-selling for
Food and BeveragePresented by
Aj Scott
April 212011
>
What is ldquogood servicerdquo
Who knows the most about the food and beverage in a restaurant
70 of guests do not know what they will order when the come to a restaurant
It depends on you to make a guest experience even better by suggesting them food and beverages that they will like
It is YOUR responsibility to get the guest to order what is right for them But it should be done discreetly
Suggestive Selling
Increase a guestrsquos original order by giving them suggestions and ideas
This will increase guest satisfaction and average spend
Guests love suggestive selling because
bull It saves them timebull It saves them moneybull It saves them effortbull They get to try new products
Win-Win
We ldquoNOrdquo
ผมขอชารอนแกวหนงครบ
ขอโทษครบ แตของเรามบรการชามะนาวเยน
เทานน
โอเค ผมขอแคชามะนาวไมเอา
นาแขง hellipโอเค ครบ
ด ถก เรวndash ndashค$ณสามารถเลอกรบได)สองอยาง
ดและถก แตไมรวดเรวดและเรว แตไมถกเรวและถก แตไมด
Know Your product
The name and pronunciationThe ingredientsThe method of cookingThe portion sizeThe sauces and sidesThe substitutions
The Opening
Smile Eye Contact Greeting
Build relationship By asking questions
Identify wants and needsWants is something that a guest may like but not need Needs are the essentials
Making the Sales PresentationIdentify the OpportunitiesRecommend dishes or sidesGive the guest choicesDonrsquot pushMention a unique feature of the product
Use Descriptive WordsSpeak with Confidence
ExcellentFreshly
prepared
Delicous
Home made
Really Good
Refreshing Local
Read the body language of the guest not interested then change the recommendations suggest something else
Asking for the Sale
Asking the guest if the would like to order the recommended dish
Reassure the Guest of the Choice they made
Objections
Donrsquot take it Personally if the guest says no to the sale
>
Following Up
Check back after everyone has a chance to take a bite hellipIs the guest satisfied
Thank the guest
Offer slow moving but profitable items
Consider availability
Suggest beverages to go with their meal
Offer House Specials
Offer seconds
Suggest juices and smoothies
Letrsquos Role Play
3 customers team member
You must Up-sell to every customer
Role Play Rules
bull Customers must ask 2 questions about the menuproperty
bull Team members need to make different suggestions to each customer
Upselling for
Front OfficePresented by
Aj Scott
April 212011
>
No I am not
Aj Scott Michael Smith
The Spirit of HospitalityPresented by
Aj Scott
April 2011
>
SCOTT
Activity- IntroductionsIntroducing yourselfIntroduce two people to each other
Hello my name ishellipIrsquom fromhellip
Khun A I would like you to meet Khun B Khun B I would like you to meet Khun A
Different greetings for
1 Families with small children2 Honeymooning couple3 Guest with disabilities4 Seniors5 Women traveling alone
What do guests expect from the staff when they enter a business
ท3าให)แขกได)รบความพ4งพอใจหรอท3าเกนคาดMeet or Exceed Guest Expectation
Professional Appearancebull Maintain a neat professional well groomed appearance ดแลตนเองใหดด แตงกายปราณต สะอาด และเหมาะสมbull Wear a clean proper uniformbull สวมเคร+องแบบถกตอง และสะอาด
What words do you use when talking about Professional
Appearance
ความเปนมตรFriendliness
Friendliness
bull Smile ยม ต)อนรบอยางจรงใจbull Greet guests and co-workers enthusiastically and
bull Every guest has different expectations of what excellent service is and each employee has a unique opportunity to anticipate and meet those expectations
Fill guests request immediately or when they want something done
สนองตอบค3าร)องขอจากแขกทนท และเมอใดกตามทแขกขอ
Make guests feel as if they are your prioritybull ท3าให)แขกมความร)ส4กวา เขาเปนอนดบแรกทเราให)บรการ
Determining Guest Needs
Anticipate and list the potential needs from the groups below
1 Families with small children2 Honeymooning couple3 Guest with disabilities4 Seniors5 Women traveling alone
Activity 2
The supervisor is giving out daily work instructions before being on duty Notice the front office personnel appropriate
body language to indicate his or her understanding Then mark on the checklist
Student A is a supervisor and
Student B is a front office personnel
Activity 2 Checklist
a) Stand straight but not stiff
b) Balance your weight evenly on both feet
c) Your facial expression must match your message
13 Ask questions to confirm understanding
Questioning is very important
Confusion can also occur when it isnrsquot clear what you are asking
whether you are asking for more information or just checking that yoursquove understood what was
said
Ways to ask questions to confirm understanding include lsquoopen endedrsquo questions such as
ldquoSo I print out the address labels first then what do I dordquo
ldquoShould I send the brochures to all the travel agents listed
hererdquo
ldquoSo you want me to store the fruit in the
fridge Is that rightrdquo
I am sorry I do not understanding Can you tell me again
I am sorry Can you explain exactly what you want me to do
Just to be sure you want me tohellip
Exceed Guest ExpectationsbullThe ldquoHometownrdquo newspaperbullFresh Seafood Fruit etcbull5 star service
Sometimes when there is a problem seeking and offering possible solutions to it is very important
Most likely it is the same way as making suggesting
Making suggestion means giving your opinion about what should be done so you often use the same expressions that you use for expressing opinion
4 ขนตอนในการแก)ไขป+ญหาการ)องเรยนของลกค)าFour steps to effectively handle guest complaints
bullรบฟ+งป+ญหา (Listen to the problem)
bullกลาวขอโทษ (Apologize) ความเหนใจEmpathy
bullแก)ไขป+ญหา (Fix the problem)
bullตดตามผล (Follow up)
Role Play Activity
Handling Complaints
Thank youIrsquom sorryhellipI apologize
I empathizehellip
Perhaps we couldhelliporhellip
Is everything to your satisfaction
What are the top 5 complaints from your customers
What are the top 5 complaints from your boss
Activity Itrsquos all about Teamwork and Empathy
Which departmentco-worker should be contacted whenhellip
1 A guest complains that although he used the ldquoDo Not Disturbrsquo sign a room attendant knocked on the door and woke him up
2 A guest complain that cable is out on the TV and hersquos missing the World Cup match
3 The guest complains that their room smells like smoke4 A meeting planner complains the Air Conditioning in the
meeting room is broken
How would you show Empathy Who follows up
Connect all 9 Dots using only 4 straight lines without lifting the ldquopencilrdquo
Connect all 9 Dots using only 4 straight lines without lifting the ldquopencilrdquo
The key comes in realizing that you donrsquot have to stay ldquoinside the boxrdquo
12
3
4
T
E
A
M
ogether
ach
chieves
ore
ldquo I have a dream helliprdquo
Nobody is perfect but a team can
be
Uplift By flying ldquo V rdquo formation the
flock adds 71 to the (each on itrsquos own)
flying range
ldquo I have a dream helliprdquo
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Since service is not something guests can return or exchange their only option is
to complain
bull เพราะงานบรการมใชสงของทแขกจะสามารถคน
หรอเปลยนใหมใด) ดงนนวธเดยวทแขกของเราจะท3าใด)
คอ ค3าบน และ ร)องท$กข
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Additional Pointsขอแนะนา
bull Guests want a total quality experience not isolated pockets of excellence Work together as a team to resolve guest problems and deliver the best service possible
What are guest expectations (6) and how do we satisfy them
Slide 90
Slide 91
รปลกษณทดเปนมออาชพ Professional Appearance
Professional Appearance
Slide 94
ความเปนมตร Friendliness
Friendliness
Slide 97
อธยาศย Courtesy
Courtesy อธยาศย
Slide 100
ความเหนใจ Empathy
Empathy
Slide 103
ความรบผดชอบ Responsiveness
Responsiveness ความรบผดชอบ
Slide 106
ความยดหยน Flexibility
Flexibility ความ ยดหยด
Slide 109
Slide 110
Is the Tourism Industry right for you
Slide 112
Slide 113
Qualities Well Organized Good Strategic Planning Skills
Accommodations sector
Slide 116
Qualities Good with figures stats numbers Punctual Ethical
Slide 118
Slide 119
Qualities Good Problem Solving skills Likes completing projects
Property Management
Slide 122
Qualities SEXY NAUGHTY Bitchy
Slide 124
The Spirit of Hospitality Part 2 Delivering Quality Service
Delivering Quality Guest Service การมอบงานบรการทเปยมคณภา
Slide 127
การอานแขกใหออกแปลวาอะไร What does it mean to lsquoReadrsquo a guest
Slide 129
A few more points ขอแนะนำ
Additional Points ขอเพมเตม
Fill guests request immediately or when they want something d
Determining Guest Needs
Slide 134
Slide 135
Slide 136
Slide 137
Slide 138
Slide 139
Sometimes when there is a problem seeking and offering possibl
4 ขนตอนในการแกไขปญหาการองเรยนของลกคา Four steps to effe (2)
Slide 142
Activity Itrsquos all about Teamwork and Empathy
Slide 144
Connect all 9 Dots using only 4 straight lines without lifting
Connect all 9 Dots using only 4 straight lines without lifting (2)
Slide 147
Slide 148
การพฒนาคณภาพการบรการ Improving Service Quality
Since service is not something guests can return or exchange t
การพฒนาคณภาพการบรการ Improving Service Quality (2)
Additional Points ขอแนะนำ
Yes We Can
Slide 154
Honolulu Hawaii
Slide 156
Slide 157
Slide 158
What are other training ideas for your departmental team member
Work in groups
Cross Departmental Training (Weekly)
Yes We Can (2)
Slide 163
Slide 164
Slide 165
Slide 166
Slide 167
Slide 168
Share your thoughts
Two Questions1How can I help you help themPlease be specific
2 What ideas do you have for Banyan team training and HR development
THANK YOU
Up-selling for
Food and BeveragePresented by
Aj Scott
April 212011
>
What is ldquogood servicerdquo
Who knows the most about the food and beverage in a restaurant
70 of guests do not know what they will order when the come to a restaurant
It depends on you to make a guest experience even better by suggesting them food and beverages that they will like
It is YOUR responsibility to get the guest to order what is right for them But it should be done discreetly
Suggestive Selling
Increase a guestrsquos original order by giving them suggestions and ideas
This will increase guest satisfaction and average spend
Guests love suggestive selling because
bull It saves them timebull It saves them moneybull It saves them effortbull They get to try new products
Win-Win
We ldquoNOrdquo
ผมขอชารอนแกวหนงครบ
ขอโทษครบ แตของเรามบรการชามะนาวเยน
เทานน
โอเค ผมขอแคชามะนาวไมเอา
นาแขง hellipโอเค ครบ
ด ถก เรวndash ndashค$ณสามารถเลอกรบได)สองอยาง
ดและถก แตไมรวดเรวดและเรว แตไมถกเรวและถก แตไมด
Know Your product
The name and pronunciationThe ingredientsThe method of cookingThe portion sizeThe sauces and sidesThe substitutions
The Opening
Smile Eye Contact Greeting
Build relationship By asking questions
Identify wants and needsWants is something that a guest may like but not need Needs are the essentials
Making the Sales PresentationIdentify the OpportunitiesRecommend dishes or sidesGive the guest choicesDonrsquot pushMention a unique feature of the product
Use Descriptive WordsSpeak with Confidence
ExcellentFreshly
prepared
Delicous
Home made
Really Good
Refreshing Local
Read the body language of the guest not interested then change the recommendations suggest something else
Asking for the Sale
Asking the guest if the would like to order the recommended dish
Reassure the Guest of the Choice they made
Objections
Donrsquot take it Personally if the guest says no to the sale
>
Following Up
Check back after everyone has a chance to take a bite hellipIs the guest satisfied
Thank the guest
Offer slow moving but profitable items
Consider availability
Suggest beverages to go with their meal
Offer House Specials
Offer seconds
Suggest juices and smoothies
Letrsquos Role Play
3 customers team member
You must Up-sell to every customer
Role Play Rules
bull Customers must ask 2 questions about the menuproperty
bull Team members need to make different suggestions to each customer
Upselling for
Front OfficePresented by
Aj Scott
April 212011
>
No I am not
Aj Scott Michael Smith
The Spirit of HospitalityPresented by
Aj Scott
April 2011
>
SCOTT
Activity- IntroductionsIntroducing yourselfIntroduce two people to each other
Hello my name ishellipIrsquom fromhellip
Khun A I would like you to meet Khun B Khun B I would like you to meet Khun A
Different greetings for
1 Families with small children2 Honeymooning couple3 Guest with disabilities4 Seniors5 Women traveling alone
What do guests expect from the staff when they enter a business
ท3าให)แขกได)รบความพ4งพอใจหรอท3าเกนคาดMeet or Exceed Guest Expectation
Professional Appearancebull Maintain a neat professional well groomed appearance ดแลตนเองใหดด แตงกายปราณต สะอาด และเหมาะสมbull Wear a clean proper uniformbull สวมเคร+องแบบถกตอง และสะอาด
What words do you use when talking about Professional
Appearance
ความเปนมตรFriendliness
Friendliness
bull Smile ยม ต)อนรบอยางจรงใจbull Greet guests and co-workers enthusiastically and
bull Every guest has different expectations of what excellent service is and each employee has a unique opportunity to anticipate and meet those expectations
Fill guests request immediately or when they want something done
สนองตอบค3าร)องขอจากแขกทนท และเมอใดกตามทแขกขอ
Make guests feel as if they are your prioritybull ท3าให)แขกมความร)ส4กวา เขาเปนอนดบแรกทเราให)บรการ
Determining Guest Needs
Anticipate and list the potential needs from the groups below
1 Families with small children2 Honeymooning couple3 Guest with disabilities4 Seniors5 Women traveling alone
Activity 2
The supervisor is giving out daily work instructions before being on duty Notice the front office personnel appropriate
body language to indicate his or her understanding Then mark on the checklist
Student A is a supervisor and
Student B is a front office personnel
Activity 2 Checklist
a) Stand straight but not stiff
b) Balance your weight evenly on both feet
c) Your facial expression must match your message
13 Ask questions to confirm understanding
Questioning is very important
Confusion can also occur when it isnrsquot clear what you are asking
whether you are asking for more information or just checking that yoursquove understood what was
said
Ways to ask questions to confirm understanding include lsquoopen endedrsquo questions such as
ldquoSo I print out the address labels first then what do I dordquo
ldquoShould I send the brochures to all the travel agents listed
hererdquo
ldquoSo you want me to store the fruit in the
fridge Is that rightrdquo
I am sorry I do not understanding Can you tell me again
I am sorry Can you explain exactly what you want me to do
Just to be sure you want me tohellip
Exceed Guest ExpectationsbullThe ldquoHometownrdquo newspaperbullFresh Seafood Fruit etcbull5 star service
Sometimes when there is a problem seeking and offering possible solutions to it is very important
Most likely it is the same way as making suggesting
Making suggestion means giving your opinion about what should be done so you often use the same expressions that you use for expressing opinion
4 ขนตอนในการแก)ไขป+ญหาการ)องเรยนของลกค)าFour steps to effectively handle guest complaints
bullรบฟ+งป+ญหา (Listen to the problem)
bullกลาวขอโทษ (Apologize) ความเหนใจEmpathy
bullแก)ไขป+ญหา (Fix the problem)
bullตดตามผล (Follow up)
Role Play Activity
Handling Complaints
Thank youIrsquom sorryhellipI apologize
I empathizehellip
Perhaps we couldhelliporhellip
Is everything to your satisfaction
What are the top 5 complaints from your customers
What are the top 5 complaints from your boss
Activity Itrsquos all about Teamwork and Empathy
Which departmentco-worker should be contacted whenhellip
1 A guest complains that although he used the ldquoDo Not Disturbrsquo sign a room attendant knocked on the door and woke him up
2 A guest complain that cable is out on the TV and hersquos missing the World Cup match
3 The guest complains that their room smells like smoke4 A meeting planner complains the Air Conditioning in the
meeting room is broken
How would you show Empathy Who follows up
Connect all 9 Dots using only 4 straight lines without lifting the ldquopencilrdquo
Connect all 9 Dots using only 4 straight lines without lifting the ldquopencilrdquo
The key comes in realizing that you donrsquot have to stay ldquoinside the boxrdquo
12
3
4
T
E
A
M
ogether
ach
chieves
ore
ldquo I have a dream helliprdquo
Nobody is perfect but a team can
be
Uplift By flying ldquo V rdquo formation the
flock adds 71 to the (each on itrsquos own)
flying range
ldquo I have a dream helliprdquo
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Since service is not something guests can return or exchange their only option is
to complain
bull เพราะงานบรการมใชสงของทแขกจะสามารถคน
หรอเปลยนใหมใด) ดงนนวธเดยวทแขกของเราจะท3าใด)
คอ ค3าบน และ ร)องท$กข
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Additional Pointsขอแนะนา
bull Guests want a total quality experience not isolated pockets of excellence Work together as a team to resolve guest problems and deliver the best service possible
What are guest expectations (6) and how do we satisfy them
Slide 90
Slide 91
รปลกษณทดเปนมออาชพ Professional Appearance
Professional Appearance
Slide 94
ความเปนมตร Friendliness
Friendliness
Slide 97
อธยาศย Courtesy
Courtesy อธยาศย
Slide 100
ความเหนใจ Empathy
Empathy
Slide 103
ความรบผดชอบ Responsiveness
Responsiveness ความรบผดชอบ
Slide 106
ความยดหยน Flexibility
Flexibility ความ ยดหยด
Slide 109
Slide 110
Is the Tourism Industry right for you
Slide 112
Slide 113
Qualities Well Organized Good Strategic Planning Skills
Accommodations sector
Slide 116
Qualities Good with figures stats numbers Punctual Ethical
Slide 118
Slide 119
Qualities Good Problem Solving skills Likes completing projects
Property Management
Slide 122
Qualities SEXY NAUGHTY Bitchy
Slide 124
The Spirit of Hospitality Part 2 Delivering Quality Service
Delivering Quality Guest Service การมอบงานบรการทเปยมคณภา
Slide 127
การอานแขกใหออกแปลวาอะไร What does it mean to lsquoReadrsquo a guest
Slide 129
A few more points ขอแนะนำ
Additional Points ขอเพมเตม
Fill guests request immediately or when they want something d
Determining Guest Needs
Slide 134
Slide 135
Slide 136
Slide 137
Slide 138
Slide 139
Sometimes when there is a problem seeking and offering possibl
4 ขนตอนในการแกไขปญหาการองเรยนของลกคา Four steps to effe (2)
Slide 142
Activity Itrsquos all about Teamwork and Empathy
Slide 144
Connect all 9 Dots using only 4 straight lines without lifting
Connect all 9 Dots using only 4 straight lines without lifting (2)
Slide 147
Slide 148
การพฒนาคณภาพการบรการ Improving Service Quality
Since service is not something guests can return or exchange t
การพฒนาคณภาพการบรการ Improving Service Quality (2)
Additional Points ขอแนะนำ
Yes We Can
Slide 154
Honolulu Hawaii
Slide 156
Slide 157
Slide 158
What are other training ideas for your departmental team member
Work in groups
Cross Departmental Training (Weekly)
Yes We Can (2)
Slide 163
Slide 164
Slide 165
Slide 166
Slide 167
Slide 168
THANK YOU
Up-selling for
Food and BeveragePresented by
Aj Scott
April 212011
>
What is ldquogood servicerdquo
Who knows the most about the food and beverage in a restaurant
70 of guests do not know what they will order when the come to a restaurant
It depends on you to make a guest experience even better by suggesting them food and beverages that they will like
It is YOUR responsibility to get the guest to order what is right for them But it should be done discreetly
Suggestive Selling
Increase a guestrsquos original order by giving them suggestions and ideas
This will increase guest satisfaction and average spend
Guests love suggestive selling because
bull It saves them timebull It saves them moneybull It saves them effortbull They get to try new products
Win-Win
We ldquoNOrdquo
ผมขอชารอนแกวหนงครบ
ขอโทษครบ แตของเรามบรการชามะนาวเยน
เทานน
โอเค ผมขอแคชามะนาวไมเอา
นาแขง hellipโอเค ครบ
ด ถก เรวndash ndashค$ณสามารถเลอกรบได)สองอยาง
ดและถก แตไมรวดเรวดและเรว แตไมถกเรวและถก แตไมด
Know Your product
The name and pronunciationThe ingredientsThe method of cookingThe portion sizeThe sauces and sidesThe substitutions
The Opening
Smile Eye Contact Greeting
Build relationship By asking questions
Identify wants and needsWants is something that a guest may like but not need Needs are the essentials
Making the Sales PresentationIdentify the OpportunitiesRecommend dishes or sidesGive the guest choicesDonrsquot pushMention a unique feature of the product
Use Descriptive WordsSpeak with Confidence
ExcellentFreshly
prepared
Delicous
Home made
Really Good
Refreshing Local
Read the body language of the guest not interested then change the recommendations suggest something else
Asking for the Sale
Asking the guest if the would like to order the recommended dish
Reassure the Guest of the Choice they made
Objections
Donrsquot take it Personally if the guest says no to the sale
>
Following Up
Check back after everyone has a chance to take a bite hellipIs the guest satisfied
Thank the guest
Offer slow moving but profitable items
Consider availability
Suggest beverages to go with their meal
Offer House Specials
Offer seconds
Suggest juices and smoothies
Letrsquos Role Play
3 customers team member
You must Up-sell to every customer
Role Play Rules
bull Customers must ask 2 questions about the menuproperty
bull Team members need to make different suggestions to each customer
Upselling for
Front OfficePresented by
Aj Scott
April 212011
>
No I am not
Aj Scott Michael Smith
The Spirit of HospitalityPresented by
Aj Scott
April 2011
>
SCOTT
Activity- IntroductionsIntroducing yourselfIntroduce two people to each other
Hello my name ishellipIrsquom fromhellip
Khun A I would like you to meet Khun B Khun B I would like you to meet Khun A
Different greetings for
1 Families with small children2 Honeymooning couple3 Guest with disabilities4 Seniors5 Women traveling alone
What do guests expect from the staff when they enter a business
ท3าให)แขกได)รบความพ4งพอใจหรอท3าเกนคาดMeet or Exceed Guest Expectation
Professional Appearancebull Maintain a neat professional well groomed appearance ดแลตนเองใหดด แตงกายปราณต สะอาด และเหมาะสมbull Wear a clean proper uniformbull สวมเคร+องแบบถกตอง และสะอาด
What words do you use when talking about Professional
Appearance
ความเปนมตรFriendliness
Friendliness
bull Smile ยม ต)อนรบอยางจรงใจbull Greet guests and co-workers enthusiastically and
bull Every guest has different expectations of what excellent service is and each employee has a unique opportunity to anticipate and meet those expectations
Fill guests request immediately or when they want something done
สนองตอบค3าร)องขอจากแขกทนท และเมอใดกตามทแขกขอ
Make guests feel as if they are your prioritybull ท3าให)แขกมความร)ส4กวา เขาเปนอนดบแรกทเราให)บรการ
Determining Guest Needs
Anticipate and list the potential needs from the groups below
1 Families with small children2 Honeymooning couple3 Guest with disabilities4 Seniors5 Women traveling alone
Activity 2
The supervisor is giving out daily work instructions before being on duty Notice the front office personnel appropriate
body language to indicate his or her understanding Then mark on the checklist
Student A is a supervisor and
Student B is a front office personnel
Activity 2 Checklist
a) Stand straight but not stiff
b) Balance your weight evenly on both feet
c) Your facial expression must match your message
13 Ask questions to confirm understanding
Questioning is very important
Confusion can also occur when it isnrsquot clear what you are asking
whether you are asking for more information or just checking that yoursquove understood what was
said
Ways to ask questions to confirm understanding include lsquoopen endedrsquo questions such as
ldquoSo I print out the address labels first then what do I dordquo
ldquoShould I send the brochures to all the travel agents listed
hererdquo
ldquoSo you want me to store the fruit in the
fridge Is that rightrdquo
I am sorry I do not understanding Can you tell me again
I am sorry Can you explain exactly what you want me to do
Just to be sure you want me tohellip
Exceed Guest ExpectationsbullThe ldquoHometownrdquo newspaperbullFresh Seafood Fruit etcbull5 star service
Sometimes when there is a problem seeking and offering possible solutions to it is very important
Most likely it is the same way as making suggesting
Making suggestion means giving your opinion about what should be done so you often use the same expressions that you use for expressing opinion
4 ขนตอนในการแก)ไขป+ญหาการ)องเรยนของลกค)าFour steps to effectively handle guest complaints
bullรบฟ+งป+ญหา (Listen to the problem)
bullกลาวขอโทษ (Apologize) ความเหนใจEmpathy
bullแก)ไขป+ญหา (Fix the problem)
bullตดตามผล (Follow up)
Role Play Activity
Handling Complaints
Thank youIrsquom sorryhellipI apologize
I empathizehellip
Perhaps we couldhelliporhellip
Is everything to your satisfaction
What are the top 5 complaints from your customers
What are the top 5 complaints from your boss
Activity Itrsquos all about Teamwork and Empathy
Which departmentco-worker should be contacted whenhellip
1 A guest complains that although he used the ldquoDo Not Disturbrsquo sign a room attendant knocked on the door and woke him up
2 A guest complain that cable is out on the TV and hersquos missing the World Cup match
3 The guest complains that their room smells like smoke4 A meeting planner complains the Air Conditioning in the
meeting room is broken
How would you show Empathy Who follows up
Connect all 9 Dots using only 4 straight lines without lifting the ldquopencilrdquo
Connect all 9 Dots using only 4 straight lines without lifting the ldquopencilrdquo
The key comes in realizing that you donrsquot have to stay ldquoinside the boxrdquo
12
3
4
T
E
A
M
ogether
ach
chieves
ore
ldquo I have a dream helliprdquo
Nobody is perfect but a team can
be
Uplift By flying ldquo V rdquo formation the
flock adds 71 to the (each on itrsquos own)
flying range
ldquo I have a dream helliprdquo
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Since service is not something guests can return or exchange their only option is
to complain
bull เพราะงานบรการมใชสงของทแขกจะสามารถคน
หรอเปลยนใหมใด) ดงนนวธเดยวทแขกของเราจะท3าใด)
คอ ค3าบน และ ร)องท$กข
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Additional Pointsขอแนะนา
bull Guests want a total quality experience not isolated pockets of excellence Work together as a team to resolve guest problems and deliver the best service possible
What are guest expectations (6) and how do we satisfy them
Slide 90
Slide 91
รปลกษณทดเปนมออาชพ Professional Appearance
Professional Appearance
Slide 94
ความเปนมตร Friendliness
Friendliness
Slide 97
อธยาศย Courtesy
Courtesy อธยาศย
Slide 100
ความเหนใจ Empathy
Empathy
Slide 103
ความรบผดชอบ Responsiveness
Responsiveness ความรบผดชอบ
Slide 106
ความยดหยน Flexibility
Flexibility ความ ยดหยด
Slide 109
Slide 110
Is the Tourism Industry right for you
Slide 112
Slide 113
Qualities Well Organized Good Strategic Planning Skills
Accommodations sector
Slide 116
Qualities Good with figures stats numbers Punctual Ethical
Slide 118
Slide 119
Qualities Good Problem Solving skills Likes completing projects
Property Management
Slide 122
Qualities SEXY NAUGHTY Bitchy
Slide 124
The Spirit of Hospitality Part 2 Delivering Quality Service
Delivering Quality Guest Service การมอบงานบรการทเปยมคณภา
Slide 127
การอานแขกใหออกแปลวาอะไร What does it mean to lsquoReadrsquo a guest
Slide 129
A few more points ขอแนะนำ
Additional Points ขอเพมเตม
Fill guests request immediately or when they want something d
Determining Guest Needs
Slide 134
Slide 135
Slide 136
Slide 137
Slide 138
Slide 139
Sometimes when there is a problem seeking and offering possibl
4 ขนตอนในการแกไขปญหาการองเรยนของลกคา Four steps to effe (2)
Slide 142
Activity Itrsquos all about Teamwork and Empathy
Slide 144
Connect all 9 Dots using only 4 straight lines without lifting
Connect all 9 Dots using only 4 straight lines without lifting (2)
Slide 147
Slide 148
การพฒนาคณภาพการบรการ Improving Service Quality
Since service is not something guests can return or exchange t
การพฒนาคณภาพการบรการ Improving Service Quality (2)
Additional Points ขอแนะนำ
Yes We Can
Slide 154
Honolulu Hawaii
Slide 156
Slide 157
Slide 158
What are other training ideas for your departmental team member
Work in groups
Cross Departmental Training (Weekly)
Yes We Can (2)
Slide 163
Slide 164
Slide 165
Slide 166
Slide 167
Slide 168
Up-selling for
Food and BeveragePresented by
Aj Scott
April 212011
>
What is ldquogood servicerdquo
Who knows the most about the food and beverage in a restaurant
70 of guests do not know what they will order when the come to a restaurant
It depends on you to make a guest experience even better by suggesting them food and beverages that they will like
It is YOUR responsibility to get the guest to order what is right for them But it should be done discreetly
Suggestive Selling
Increase a guestrsquos original order by giving them suggestions and ideas
This will increase guest satisfaction and average spend
Guests love suggestive selling because
bull It saves them timebull It saves them moneybull It saves them effortbull They get to try new products
Win-Win
We ldquoNOrdquo
ผมขอชารอนแกวหนงครบ
ขอโทษครบ แตของเรามบรการชามะนาวเยน
เทานน
โอเค ผมขอแคชามะนาวไมเอา
นาแขง hellipโอเค ครบ
ด ถก เรวndash ndashค$ณสามารถเลอกรบได)สองอยาง
ดและถก แตไมรวดเรวดและเรว แตไมถกเรวและถก แตไมด
Know Your product
The name and pronunciationThe ingredientsThe method of cookingThe portion sizeThe sauces and sidesThe substitutions
The Opening
Smile Eye Contact Greeting
Build relationship By asking questions
Identify wants and needsWants is something that a guest may like but not need Needs are the essentials
Making the Sales PresentationIdentify the OpportunitiesRecommend dishes or sidesGive the guest choicesDonrsquot pushMention a unique feature of the product
Use Descriptive WordsSpeak with Confidence
ExcellentFreshly
prepared
Delicous
Home made
Really Good
Refreshing Local
Read the body language of the guest not interested then change the recommendations suggest something else
Asking for the Sale
Asking the guest if the would like to order the recommended dish
Reassure the Guest of the Choice they made
Objections
Donrsquot take it Personally if the guest says no to the sale
>
Following Up
Check back after everyone has a chance to take a bite hellipIs the guest satisfied
Thank the guest
Offer slow moving but profitable items
Consider availability
Suggest beverages to go with their meal
Offer House Specials
Offer seconds
Suggest juices and smoothies
Letrsquos Role Play
3 customers team member
You must Up-sell to every customer
Role Play Rules
bull Customers must ask 2 questions about the menuproperty
bull Team members need to make different suggestions to each customer
Upselling for
Front OfficePresented by
Aj Scott
April 212011
>
No I am not
Aj Scott Michael Smith
The Spirit of HospitalityPresented by
Aj Scott
April 2011
>
SCOTT
Activity- IntroductionsIntroducing yourselfIntroduce two people to each other
Hello my name ishellipIrsquom fromhellip
Khun A I would like you to meet Khun B Khun B I would like you to meet Khun A
Different greetings for
1 Families with small children2 Honeymooning couple3 Guest with disabilities4 Seniors5 Women traveling alone
What do guests expect from the staff when they enter a business
ท3าให)แขกได)รบความพ4งพอใจหรอท3าเกนคาดMeet or Exceed Guest Expectation
Professional Appearancebull Maintain a neat professional well groomed appearance ดแลตนเองใหดด แตงกายปราณต สะอาด และเหมาะสมbull Wear a clean proper uniformbull สวมเคร+องแบบถกตอง และสะอาด
What words do you use when talking about Professional
Appearance
ความเปนมตรFriendliness
Friendliness
bull Smile ยม ต)อนรบอยางจรงใจbull Greet guests and co-workers enthusiastically and
bull Every guest has different expectations of what excellent service is and each employee has a unique opportunity to anticipate and meet those expectations
Fill guests request immediately or when they want something done
สนองตอบค3าร)องขอจากแขกทนท และเมอใดกตามทแขกขอ
Make guests feel as if they are your prioritybull ท3าให)แขกมความร)ส4กวา เขาเปนอนดบแรกทเราให)บรการ
Determining Guest Needs
Anticipate and list the potential needs from the groups below
1 Families with small children2 Honeymooning couple3 Guest with disabilities4 Seniors5 Women traveling alone
Activity 2
The supervisor is giving out daily work instructions before being on duty Notice the front office personnel appropriate
body language to indicate his or her understanding Then mark on the checklist
Student A is a supervisor and
Student B is a front office personnel
Activity 2 Checklist
a) Stand straight but not stiff
b) Balance your weight evenly on both feet
c) Your facial expression must match your message
13 Ask questions to confirm understanding
Questioning is very important
Confusion can also occur when it isnrsquot clear what you are asking
whether you are asking for more information or just checking that yoursquove understood what was
said
Ways to ask questions to confirm understanding include lsquoopen endedrsquo questions such as
ldquoSo I print out the address labels first then what do I dordquo
ldquoShould I send the brochures to all the travel agents listed
hererdquo
ldquoSo you want me to store the fruit in the
fridge Is that rightrdquo
I am sorry I do not understanding Can you tell me again
I am sorry Can you explain exactly what you want me to do
Just to be sure you want me tohellip
Exceed Guest ExpectationsbullThe ldquoHometownrdquo newspaperbullFresh Seafood Fruit etcbull5 star service
Sometimes when there is a problem seeking and offering possible solutions to it is very important
Most likely it is the same way as making suggesting
Making suggestion means giving your opinion about what should be done so you often use the same expressions that you use for expressing opinion
4 ขนตอนในการแก)ไขป+ญหาการ)องเรยนของลกค)าFour steps to effectively handle guest complaints
bullรบฟ+งป+ญหา (Listen to the problem)
bullกลาวขอโทษ (Apologize) ความเหนใจEmpathy
bullแก)ไขป+ญหา (Fix the problem)
bullตดตามผล (Follow up)
Role Play Activity
Handling Complaints
Thank youIrsquom sorryhellipI apologize
I empathizehellip
Perhaps we couldhelliporhellip
Is everything to your satisfaction
What are the top 5 complaints from your customers
What are the top 5 complaints from your boss
Activity Itrsquos all about Teamwork and Empathy
Which departmentco-worker should be contacted whenhellip
1 A guest complains that although he used the ldquoDo Not Disturbrsquo sign a room attendant knocked on the door and woke him up
2 A guest complain that cable is out on the TV and hersquos missing the World Cup match
3 The guest complains that their room smells like smoke4 A meeting planner complains the Air Conditioning in the
meeting room is broken
How would you show Empathy Who follows up
Connect all 9 Dots using only 4 straight lines without lifting the ldquopencilrdquo
Connect all 9 Dots using only 4 straight lines without lifting the ldquopencilrdquo
The key comes in realizing that you donrsquot have to stay ldquoinside the boxrdquo
12
3
4
T
E
A
M
ogether
ach
chieves
ore
ldquo I have a dream helliprdquo
Nobody is perfect but a team can
be
Uplift By flying ldquo V rdquo formation the
flock adds 71 to the (each on itrsquos own)
flying range
ldquo I have a dream helliprdquo
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Since service is not something guests can return or exchange their only option is
to complain
bull เพราะงานบรการมใชสงของทแขกจะสามารถคน
หรอเปลยนใหมใด) ดงนนวธเดยวทแขกของเราจะท3าใด)
คอ ค3าบน และ ร)องท$กข
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Additional Pointsขอแนะนา
bull Guests want a total quality experience not isolated pockets of excellence Work together as a team to resolve guest problems and deliver the best service possible
What are guest expectations (6) and how do we satisfy them
Slide 90
Slide 91
รปลกษณทดเปนมออาชพ Professional Appearance
Professional Appearance
Slide 94
ความเปนมตร Friendliness
Friendliness
Slide 97
อธยาศย Courtesy
Courtesy อธยาศย
Slide 100
ความเหนใจ Empathy
Empathy
Slide 103
ความรบผดชอบ Responsiveness
Responsiveness ความรบผดชอบ
Slide 106
ความยดหยน Flexibility
Flexibility ความ ยดหยด
Slide 109
Slide 110
Is the Tourism Industry right for you
Slide 112
Slide 113
Qualities Well Organized Good Strategic Planning Skills
Accommodations sector
Slide 116
Qualities Good with figures stats numbers Punctual Ethical
Slide 118
Slide 119
Qualities Good Problem Solving skills Likes completing projects
Property Management
Slide 122
Qualities SEXY NAUGHTY Bitchy
Slide 124
The Spirit of Hospitality Part 2 Delivering Quality Service
Delivering Quality Guest Service การมอบงานบรการทเปยมคณภา
Slide 127
การอานแขกใหออกแปลวาอะไร What does it mean to lsquoReadrsquo a guest
Slide 129
A few more points ขอแนะนำ
Additional Points ขอเพมเตม
Fill guests request immediately or when they want something d
Determining Guest Needs
Slide 134
Slide 135
Slide 136
Slide 137
Slide 138
Slide 139
Sometimes when there is a problem seeking and offering possibl
4 ขนตอนในการแกไขปญหาการองเรยนของลกคา Four steps to effe (2)
Slide 142
Activity Itrsquos all about Teamwork and Empathy
Slide 144
Connect all 9 Dots using only 4 straight lines without lifting
Connect all 9 Dots using only 4 straight lines without lifting (2)
Slide 147
Slide 148
การพฒนาคณภาพการบรการ Improving Service Quality
Since service is not something guests can return or exchange t
การพฒนาคณภาพการบรการ Improving Service Quality (2)
Additional Points ขอแนะนำ
Yes We Can
Slide 154
Honolulu Hawaii
Slide 156
Slide 157
Slide 158
What are other training ideas for your departmental team member
Work in groups
Cross Departmental Training (Weekly)
Yes We Can (2)
Slide 163
Slide 164
Slide 165
Slide 166
Slide 167
Slide 168
What is ldquogood servicerdquo
Who knows the most about the food and beverage in a restaurant
70 of guests do not know what they will order when the come to a restaurant
It depends on you to make a guest experience even better by suggesting them food and beverages that they will like
It is YOUR responsibility to get the guest to order what is right for them But it should be done discreetly
Suggestive Selling
Increase a guestrsquos original order by giving them suggestions and ideas
This will increase guest satisfaction and average spend
Guests love suggestive selling because
bull It saves them timebull It saves them moneybull It saves them effortbull They get to try new products
Win-Win
We ldquoNOrdquo
ผมขอชารอนแกวหนงครบ
ขอโทษครบ แตของเรามบรการชามะนาวเยน
เทานน
โอเค ผมขอแคชามะนาวไมเอา
นาแขง hellipโอเค ครบ
ด ถก เรวndash ndashค$ณสามารถเลอกรบได)สองอยาง
ดและถก แตไมรวดเรวดและเรว แตไมถกเรวและถก แตไมด
Know Your product
The name and pronunciationThe ingredientsThe method of cookingThe portion sizeThe sauces and sidesThe substitutions
The Opening
Smile Eye Contact Greeting
Build relationship By asking questions
Identify wants and needsWants is something that a guest may like but not need Needs are the essentials
Making the Sales PresentationIdentify the OpportunitiesRecommend dishes or sidesGive the guest choicesDonrsquot pushMention a unique feature of the product
Use Descriptive WordsSpeak with Confidence
ExcellentFreshly
prepared
Delicous
Home made
Really Good
Refreshing Local
Read the body language of the guest not interested then change the recommendations suggest something else
Asking for the Sale
Asking the guest if the would like to order the recommended dish
Reassure the Guest of the Choice they made
Objections
Donrsquot take it Personally if the guest says no to the sale
>
Following Up
Check back after everyone has a chance to take a bite hellipIs the guest satisfied
Thank the guest
Offer slow moving but profitable items
Consider availability
Suggest beverages to go with their meal
Offer House Specials
Offer seconds
Suggest juices and smoothies
Letrsquos Role Play
3 customers team member
You must Up-sell to every customer
Role Play Rules
bull Customers must ask 2 questions about the menuproperty
bull Team members need to make different suggestions to each customer
Upselling for
Front OfficePresented by
Aj Scott
April 212011
>
No I am not
Aj Scott Michael Smith
The Spirit of HospitalityPresented by
Aj Scott
April 2011
>
SCOTT
Activity- IntroductionsIntroducing yourselfIntroduce two people to each other
Hello my name ishellipIrsquom fromhellip
Khun A I would like you to meet Khun B Khun B I would like you to meet Khun A
Different greetings for
1 Families with small children2 Honeymooning couple3 Guest with disabilities4 Seniors5 Women traveling alone
What do guests expect from the staff when they enter a business
ท3าให)แขกได)รบความพ4งพอใจหรอท3าเกนคาดMeet or Exceed Guest Expectation
Professional Appearancebull Maintain a neat professional well groomed appearance ดแลตนเองใหดด แตงกายปราณต สะอาด และเหมาะสมbull Wear a clean proper uniformbull สวมเคร+องแบบถกตอง และสะอาด
What words do you use when talking about Professional
Appearance
ความเปนมตรFriendliness
Friendliness
bull Smile ยม ต)อนรบอยางจรงใจbull Greet guests and co-workers enthusiastically and
bull Every guest has different expectations of what excellent service is and each employee has a unique opportunity to anticipate and meet those expectations
Fill guests request immediately or when they want something done
สนองตอบค3าร)องขอจากแขกทนท และเมอใดกตามทแขกขอ
Make guests feel as if they are your prioritybull ท3าให)แขกมความร)ส4กวา เขาเปนอนดบแรกทเราให)บรการ
Determining Guest Needs
Anticipate and list the potential needs from the groups below
1 Families with small children2 Honeymooning couple3 Guest with disabilities4 Seniors5 Women traveling alone
Activity 2
The supervisor is giving out daily work instructions before being on duty Notice the front office personnel appropriate
body language to indicate his or her understanding Then mark on the checklist
Student A is a supervisor and
Student B is a front office personnel
Activity 2 Checklist
a) Stand straight but not stiff
b) Balance your weight evenly on both feet
c) Your facial expression must match your message
13 Ask questions to confirm understanding
Questioning is very important
Confusion can also occur when it isnrsquot clear what you are asking
whether you are asking for more information or just checking that yoursquove understood what was
said
Ways to ask questions to confirm understanding include lsquoopen endedrsquo questions such as
ldquoSo I print out the address labels first then what do I dordquo
ldquoShould I send the brochures to all the travel agents listed
hererdquo
ldquoSo you want me to store the fruit in the
fridge Is that rightrdquo
I am sorry I do not understanding Can you tell me again
I am sorry Can you explain exactly what you want me to do
Just to be sure you want me tohellip
Exceed Guest ExpectationsbullThe ldquoHometownrdquo newspaperbullFresh Seafood Fruit etcbull5 star service
Sometimes when there is a problem seeking and offering possible solutions to it is very important
Most likely it is the same way as making suggesting
Making suggestion means giving your opinion about what should be done so you often use the same expressions that you use for expressing opinion
4 ขนตอนในการแก)ไขป+ญหาการ)องเรยนของลกค)าFour steps to effectively handle guest complaints
bullรบฟ+งป+ญหา (Listen to the problem)
bullกลาวขอโทษ (Apologize) ความเหนใจEmpathy
bullแก)ไขป+ญหา (Fix the problem)
bullตดตามผล (Follow up)
Role Play Activity
Handling Complaints
Thank youIrsquom sorryhellipI apologize
I empathizehellip
Perhaps we couldhelliporhellip
Is everything to your satisfaction
What are the top 5 complaints from your customers
What are the top 5 complaints from your boss
Activity Itrsquos all about Teamwork and Empathy
Which departmentco-worker should be contacted whenhellip
1 A guest complains that although he used the ldquoDo Not Disturbrsquo sign a room attendant knocked on the door and woke him up
2 A guest complain that cable is out on the TV and hersquos missing the World Cup match
3 The guest complains that their room smells like smoke4 A meeting planner complains the Air Conditioning in the
meeting room is broken
How would you show Empathy Who follows up
Connect all 9 Dots using only 4 straight lines without lifting the ldquopencilrdquo
Connect all 9 Dots using only 4 straight lines without lifting the ldquopencilrdquo
The key comes in realizing that you donrsquot have to stay ldquoinside the boxrdquo
12
3
4
T
E
A
M
ogether
ach
chieves
ore
ldquo I have a dream helliprdquo
Nobody is perfect but a team can
be
Uplift By flying ldquo V rdquo formation the
flock adds 71 to the (each on itrsquos own)
flying range
ldquo I have a dream helliprdquo
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Since service is not something guests can return or exchange their only option is
to complain
bull เพราะงานบรการมใชสงของทแขกจะสามารถคน
หรอเปลยนใหมใด) ดงนนวธเดยวทแขกของเราจะท3าใด)
คอ ค3าบน และ ร)องท$กข
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Additional Pointsขอแนะนา
bull Guests want a total quality experience not isolated pockets of excellence Work together as a team to resolve guest problems and deliver the best service possible
What are guest expectations (6) and how do we satisfy them
Slide 90
Slide 91
รปลกษณทดเปนมออาชพ Professional Appearance
Professional Appearance
Slide 94
ความเปนมตร Friendliness
Friendliness
Slide 97
อธยาศย Courtesy
Courtesy อธยาศย
Slide 100
ความเหนใจ Empathy
Empathy
Slide 103
ความรบผดชอบ Responsiveness
Responsiveness ความรบผดชอบ
Slide 106
ความยดหยน Flexibility
Flexibility ความ ยดหยด
Slide 109
Slide 110
Is the Tourism Industry right for you
Slide 112
Slide 113
Qualities Well Organized Good Strategic Planning Skills
Accommodations sector
Slide 116
Qualities Good with figures stats numbers Punctual Ethical
Slide 118
Slide 119
Qualities Good Problem Solving skills Likes completing projects
Property Management
Slide 122
Qualities SEXY NAUGHTY Bitchy
Slide 124
The Spirit of Hospitality Part 2 Delivering Quality Service
Delivering Quality Guest Service การมอบงานบรการทเปยมคณภา
Slide 127
การอานแขกใหออกแปลวาอะไร What does it mean to lsquoReadrsquo a guest
Slide 129
A few more points ขอแนะนำ
Additional Points ขอเพมเตม
Fill guests request immediately or when they want something d
Determining Guest Needs
Slide 134
Slide 135
Slide 136
Slide 137
Slide 138
Slide 139
Sometimes when there is a problem seeking and offering possibl
4 ขนตอนในการแกไขปญหาการองเรยนของลกคา Four steps to effe (2)
Slide 142
Activity Itrsquos all about Teamwork and Empathy
Slide 144
Connect all 9 Dots using only 4 straight lines without lifting
Connect all 9 Dots using only 4 straight lines without lifting (2)
Slide 147
Slide 148
การพฒนาคณภาพการบรการ Improving Service Quality
Since service is not something guests can return or exchange t
การพฒนาคณภาพการบรการ Improving Service Quality (2)
Additional Points ขอแนะนำ
Yes We Can
Slide 154
Honolulu Hawaii
Slide 156
Slide 157
Slide 158
What are other training ideas for your departmental team member
Work in groups
Cross Departmental Training (Weekly)
Yes We Can (2)
Slide 163
Slide 164
Slide 165
Slide 166
Slide 167
Slide 168
Who knows the most about the food and beverage in a restaurant
70 of guests do not know what they will order when the come to a restaurant
It depends on you to make a guest experience even better by suggesting them food and beverages that they will like
It is YOUR responsibility to get the guest to order what is right for them But it should be done discreetly
Suggestive Selling
Increase a guestrsquos original order by giving them suggestions and ideas
This will increase guest satisfaction and average spend
Guests love suggestive selling because
bull It saves them timebull It saves them moneybull It saves them effortbull They get to try new products
Win-Win
We ldquoNOrdquo
ผมขอชารอนแกวหนงครบ
ขอโทษครบ แตของเรามบรการชามะนาวเยน
เทานน
โอเค ผมขอแคชามะนาวไมเอา
นาแขง hellipโอเค ครบ
ด ถก เรวndash ndashค$ณสามารถเลอกรบได)สองอยาง
ดและถก แตไมรวดเรวดและเรว แตไมถกเรวและถก แตไมด
Know Your product
The name and pronunciationThe ingredientsThe method of cookingThe portion sizeThe sauces and sidesThe substitutions
The Opening
Smile Eye Contact Greeting
Build relationship By asking questions
Identify wants and needsWants is something that a guest may like but not need Needs are the essentials
Making the Sales PresentationIdentify the OpportunitiesRecommend dishes or sidesGive the guest choicesDonrsquot pushMention a unique feature of the product
Use Descriptive WordsSpeak with Confidence
ExcellentFreshly
prepared
Delicous
Home made
Really Good
Refreshing Local
Read the body language of the guest not interested then change the recommendations suggest something else
Asking for the Sale
Asking the guest if the would like to order the recommended dish
Reassure the Guest of the Choice they made
Objections
Donrsquot take it Personally if the guest says no to the sale
>
Following Up
Check back after everyone has a chance to take a bite hellipIs the guest satisfied
Thank the guest
Offer slow moving but profitable items
Consider availability
Suggest beverages to go with their meal
Offer House Specials
Offer seconds
Suggest juices and smoothies
Letrsquos Role Play
3 customers team member
You must Up-sell to every customer
Role Play Rules
bull Customers must ask 2 questions about the menuproperty
bull Team members need to make different suggestions to each customer
Upselling for
Front OfficePresented by
Aj Scott
April 212011
>
No I am not
Aj Scott Michael Smith
The Spirit of HospitalityPresented by
Aj Scott
April 2011
>
SCOTT
Activity- IntroductionsIntroducing yourselfIntroduce two people to each other
Hello my name ishellipIrsquom fromhellip
Khun A I would like you to meet Khun B Khun B I would like you to meet Khun A
Different greetings for
1 Families with small children2 Honeymooning couple3 Guest with disabilities4 Seniors5 Women traveling alone
What do guests expect from the staff when they enter a business
ท3าให)แขกได)รบความพ4งพอใจหรอท3าเกนคาดMeet or Exceed Guest Expectation
Professional Appearancebull Maintain a neat professional well groomed appearance ดแลตนเองใหดด แตงกายปราณต สะอาด และเหมาะสมbull Wear a clean proper uniformbull สวมเคร+องแบบถกตอง และสะอาด
What words do you use when talking about Professional
Appearance
ความเปนมตรFriendliness
Friendliness
bull Smile ยม ต)อนรบอยางจรงใจbull Greet guests and co-workers enthusiastically and
bull Every guest has different expectations of what excellent service is and each employee has a unique opportunity to anticipate and meet those expectations
Fill guests request immediately or when they want something done
สนองตอบค3าร)องขอจากแขกทนท และเมอใดกตามทแขกขอ
Make guests feel as if they are your prioritybull ท3าให)แขกมความร)ส4กวา เขาเปนอนดบแรกทเราให)บรการ
Determining Guest Needs
Anticipate and list the potential needs from the groups below
1 Families with small children2 Honeymooning couple3 Guest with disabilities4 Seniors5 Women traveling alone
Activity 2
The supervisor is giving out daily work instructions before being on duty Notice the front office personnel appropriate
body language to indicate his or her understanding Then mark on the checklist
Student A is a supervisor and
Student B is a front office personnel
Activity 2 Checklist
a) Stand straight but not stiff
b) Balance your weight evenly on both feet
c) Your facial expression must match your message
13 Ask questions to confirm understanding
Questioning is very important
Confusion can also occur when it isnrsquot clear what you are asking
whether you are asking for more information or just checking that yoursquove understood what was
said
Ways to ask questions to confirm understanding include lsquoopen endedrsquo questions such as
ldquoSo I print out the address labels first then what do I dordquo
ldquoShould I send the brochures to all the travel agents listed
hererdquo
ldquoSo you want me to store the fruit in the
fridge Is that rightrdquo
I am sorry I do not understanding Can you tell me again
I am sorry Can you explain exactly what you want me to do
Just to be sure you want me tohellip
Exceed Guest ExpectationsbullThe ldquoHometownrdquo newspaperbullFresh Seafood Fruit etcbull5 star service
Sometimes when there is a problem seeking and offering possible solutions to it is very important
Most likely it is the same way as making suggesting
Making suggestion means giving your opinion about what should be done so you often use the same expressions that you use for expressing opinion
4 ขนตอนในการแก)ไขป+ญหาการ)องเรยนของลกค)าFour steps to effectively handle guest complaints
bullรบฟ+งป+ญหา (Listen to the problem)
bullกลาวขอโทษ (Apologize) ความเหนใจEmpathy
bullแก)ไขป+ญหา (Fix the problem)
bullตดตามผล (Follow up)
Role Play Activity
Handling Complaints
Thank youIrsquom sorryhellipI apologize
I empathizehellip
Perhaps we couldhelliporhellip
Is everything to your satisfaction
What are the top 5 complaints from your customers
What are the top 5 complaints from your boss
Activity Itrsquos all about Teamwork and Empathy
Which departmentco-worker should be contacted whenhellip
1 A guest complains that although he used the ldquoDo Not Disturbrsquo sign a room attendant knocked on the door and woke him up
2 A guest complain that cable is out on the TV and hersquos missing the World Cup match
3 The guest complains that their room smells like smoke4 A meeting planner complains the Air Conditioning in the
meeting room is broken
How would you show Empathy Who follows up
Connect all 9 Dots using only 4 straight lines without lifting the ldquopencilrdquo
Connect all 9 Dots using only 4 straight lines without lifting the ldquopencilrdquo
The key comes in realizing that you donrsquot have to stay ldquoinside the boxrdquo
12
3
4
T
E
A
M
ogether
ach
chieves
ore
ldquo I have a dream helliprdquo
Nobody is perfect but a team can
be
Uplift By flying ldquo V rdquo formation the
flock adds 71 to the (each on itrsquos own)
flying range
ldquo I have a dream helliprdquo
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Since service is not something guests can return or exchange their only option is
to complain
bull เพราะงานบรการมใชสงของทแขกจะสามารถคน
หรอเปลยนใหมใด) ดงนนวธเดยวทแขกของเราจะท3าใด)
คอ ค3าบน และ ร)องท$กข
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Additional Pointsขอแนะนา
bull Guests want a total quality experience not isolated pockets of excellence Work together as a team to resolve guest problems and deliver the best service possible
What are guest expectations (6) and how do we satisfy them
Slide 90
Slide 91
รปลกษณทดเปนมออาชพ Professional Appearance
Professional Appearance
Slide 94
ความเปนมตร Friendliness
Friendliness
Slide 97
อธยาศย Courtesy
Courtesy อธยาศย
Slide 100
ความเหนใจ Empathy
Empathy
Slide 103
ความรบผดชอบ Responsiveness
Responsiveness ความรบผดชอบ
Slide 106
ความยดหยน Flexibility
Flexibility ความ ยดหยด
Slide 109
Slide 110
Is the Tourism Industry right for you
Slide 112
Slide 113
Qualities Well Organized Good Strategic Planning Skills
Accommodations sector
Slide 116
Qualities Good with figures stats numbers Punctual Ethical
Slide 118
Slide 119
Qualities Good Problem Solving skills Likes completing projects
Property Management
Slide 122
Qualities SEXY NAUGHTY Bitchy
Slide 124
The Spirit of Hospitality Part 2 Delivering Quality Service
Delivering Quality Guest Service การมอบงานบรการทเปยมคณภา
Slide 127
การอานแขกใหออกแปลวาอะไร What does it mean to lsquoReadrsquo a guest
Slide 129
A few more points ขอแนะนำ
Additional Points ขอเพมเตม
Fill guests request immediately or when they want something d
Determining Guest Needs
Slide 134
Slide 135
Slide 136
Slide 137
Slide 138
Slide 139
Sometimes when there is a problem seeking and offering possibl
4 ขนตอนในการแกไขปญหาการองเรยนของลกคา Four steps to effe (2)
Slide 142
Activity Itrsquos all about Teamwork and Empathy
Slide 144
Connect all 9 Dots using only 4 straight lines without lifting
Connect all 9 Dots using only 4 straight lines without lifting (2)
Slide 147
Slide 148
การพฒนาคณภาพการบรการ Improving Service Quality
Since service is not something guests can return or exchange t
การพฒนาคณภาพการบรการ Improving Service Quality (2)
Additional Points ขอแนะนำ
Yes We Can
Slide 154
Honolulu Hawaii
Slide 156
Slide 157
Slide 158
What are other training ideas for your departmental team member
Work in groups
Cross Departmental Training (Weekly)
Yes We Can (2)
Slide 163
Slide 164
Slide 165
Slide 166
Slide 167
Slide 168
70 of guests do not know what they will order when the come to a restaurant
It depends on you to make a guest experience even better by suggesting them food and beverages that they will like
It is YOUR responsibility to get the guest to order what is right for them But it should be done discreetly
Suggestive Selling
Increase a guestrsquos original order by giving them suggestions and ideas
This will increase guest satisfaction and average spend
Guests love suggestive selling because
bull It saves them timebull It saves them moneybull It saves them effortbull They get to try new products
Win-Win
We ldquoNOrdquo
ผมขอชารอนแกวหนงครบ
ขอโทษครบ แตของเรามบรการชามะนาวเยน
เทานน
โอเค ผมขอแคชามะนาวไมเอา
นาแขง hellipโอเค ครบ
ด ถก เรวndash ndashค$ณสามารถเลอกรบได)สองอยาง
ดและถก แตไมรวดเรวดและเรว แตไมถกเรวและถก แตไมด
Know Your product
The name and pronunciationThe ingredientsThe method of cookingThe portion sizeThe sauces and sidesThe substitutions
The Opening
Smile Eye Contact Greeting
Build relationship By asking questions
Identify wants and needsWants is something that a guest may like but not need Needs are the essentials
Making the Sales PresentationIdentify the OpportunitiesRecommend dishes or sidesGive the guest choicesDonrsquot pushMention a unique feature of the product
Use Descriptive WordsSpeak with Confidence
ExcellentFreshly
prepared
Delicous
Home made
Really Good
Refreshing Local
Read the body language of the guest not interested then change the recommendations suggest something else
Asking for the Sale
Asking the guest if the would like to order the recommended dish
Reassure the Guest of the Choice they made
Objections
Donrsquot take it Personally if the guest says no to the sale
>
Following Up
Check back after everyone has a chance to take a bite hellipIs the guest satisfied
Thank the guest
Offer slow moving but profitable items
Consider availability
Suggest beverages to go with their meal
Offer House Specials
Offer seconds
Suggest juices and smoothies
Letrsquos Role Play
3 customers team member
You must Up-sell to every customer
Role Play Rules
bull Customers must ask 2 questions about the menuproperty
bull Team members need to make different suggestions to each customer
Upselling for
Front OfficePresented by
Aj Scott
April 212011
>
No I am not
Aj Scott Michael Smith
The Spirit of HospitalityPresented by
Aj Scott
April 2011
>
SCOTT
Activity- IntroductionsIntroducing yourselfIntroduce two people to each other
Hello my name ishellipIrsquom fromhellip
Khun A I would like you to meet Khun B Khun B I would like you to meet Khun A
Different greetings for
1 Families with small children2 Honeymooning couple3 Guest with disabilities4 Seniors5 Women traveling alone
What do guests expect from the staff when they enter a business
ท3าให)แขกได)รบความพ4งพอใจหรอท3าเกนคาดMeet or Exceed Guest Expectation
Professional Appearancebull Maintain a neat professional well groomed appearance ดแลตนเองใหดด แตงกายปราณต สะอาด และเหมาะสมbull Wear a clean proper uniformbull สวมเคร+องแบบถกตอง และสะอาด
What words do you use when talking about Professional
Appearance
ความเปนมตรFriendliness
Friendliness
bull Smile ยม ต)อนรบอยางจรงใจbull Greet guests and co-workers enthusiastically and
bull Every guest has different expectations of what excellent service is and each employee has a unique opportunity to anticipate and meet those expectations
Fill guests request immediately or when they want something done
สนองตอบค3าร)องขอจากแขกทนท และเมอใดกตามทแขกขอ
Make guests feel as if they are your prioritybull ท3าให)แขกมความร)ส4กวา เขาเปนอนดบแรกทเราให)บรการ
Determining Guest Needs
Anticipate and list the potential needs from the groups below
1 Families with small children2 Honeymooning couple3 Guest with disabilities4 Seniors5 Women traveling alone
Activity 2
The supervisor is giving out daily work instructions before being on duty Notice the front office personnel appropriate
body language to indicate his or her understanding Then mark on the checklist
Student A is a supervisor and
Student B is a front office personnel
Activity 2 Checklist
a) Stand straight but not stiff
b) Balance your weight evenly on both feet
c) Your facial expression must match your message
13 Ask questions to confirm understanding
Questioning is very important
Confusion can also occur when it isnrsquot clear what you are asking
whether you are asking for more information or just checking that yoursquove understood what was
said
Ways to ask questions to confirm understanding include lsquoopen endedrsquo questions such as
ldquoSo I print out the address labels first then what do I dordquo
ldquoShould I send the brochures to all the travel agents listed
hererdquo
ldquoSo you want me to store the fruit in the
fridge Is that rightrdquo
I am sorry I do not understanding Can you tell me again
I am sorry Can you explain exactly what you want me to do
Just to be sure you want me tohellip
Exceed Guest ExpectationsbullThe ldquoHometownrdquo newspaperbullFresh Seafood Fruit etcbull5 star service
Sometimes when there is a problem seeking and offering possible solutions to it is very important
Most likely it is the same way as making suggesting
Making suggestion means giving your opinion about what should be done so you often use the same expressions that you use for expressing opinion
4 ขนตอนในการแก)ไขป+ญหาการ)องเรยนของลกค)าFour steps to effectively handle guest complaints
bullรบฟ+งป+ญหา (Listen to the problem)
bullกลาวขอโทษ (Apologize) ความเหนใจEmpathy
bullแก)ไขป+ญหา (Fix the problem)
bullตดตามผล (Follow up)
Role Play Activity
Handling Complaints
Thank youIrsquom sorryhellipI apologize
I empathizehellip
Perhaps we couldhelliporhellip
Is everything to your satisfaction
What are the top 5 complaints from your customers
What are the top 5 complaints from your boss
Activity Itrsquos all about Teamwork and Empathy
Which departmentco-worker should be contacted whenhellip
1 A guest complains that although he used the ldquoDo Not Disturbrsquo sign a room attendant knocked on the door and woke him up
2 A guest complain that cable is out on the TV and hersquos missing the World Cup match
3 The guest complains that their room smells like smoke4 A meeting planner complains the Air Conditioning in the
meeting room is broken
How would you show Empathy Who follows up
Connect all 9 Dots using only 4 straight lines without lifting the ldquopencilrdquo
Connect all 9 Dots using only 4 straight lines without lifting the ldquopencilrdquo
The key comes in realizing that you donrsquot have to stay ldquoinside the boxrdquo
12
3
4
T
E
A
M
ogether
ach
chieves
ore
ldquo I have a dream helliprdquo
Nobody is perfect but a team can
be
Uplift By flying ldquo V rdquo formation the
flock adds 71 to the (each on itrsquos own)
flying range
ldquo I have a dream helliprdquo
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Since service is not something guests can return or exchange their only option is
to complain
bull เพราะงานบรการมใชสงของทแขกจะสามารถคน
หรอเปลยนใหมใด) ดงนนวธเดยวทแขกของเราจะท3าใด)
คอ ค3าบน และ ร)องท$กข
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Additional Pointsขอแนะนา
bull Guests want a total quality experience not isolated pockets of excellence Work together as a team to resolve guest problems and deliver the best service possible
What are guest expectations (6) and how do we satisfy them
Slide 90
Slide 91
รปลกษณทดเปนมออาชพ Professional Appearance
Professional Appearance
Slide 94
ความเปนมตร Friendliness
Friendliness
Slide 97
อธยาศย Courtesy
Courtesy อธยาศย
Slide 100
ความเหนใจ Empathy
Empathy
Slide 103
ความรบผดชอบ Responsiveness
Responsiveness ความรบผดชอบ
Slide 106
ความยดหยน Flexibility
Flexibility ความ ยดหยด
Slide 109
Slide 110
Is the Tourism Industry right for you
Slide 112
Slide 113
Qualities Well Organized Good Strategic Planning Skills
Accommodations sector
Slide 116
Qualities Good with figures stats numbers Punctual Ethical
Slide 118
Slide 119
Qualities Good Problem Solving skills Likes completing projects
Property Management
Slide 122
Qualities SEXY NAUGHTY Bitchy
Slide 124
The Spirit of Hospitality Part 2 Delivering Quality Service
Delivering Quality Guest Service การมอบงานบรการทเปยมคณภา
Slide 127
การอานแขกใหออกแปลวาอะไร What does it mean to lsquoReadrsquo a guest
Slide 129
A few more points ขอแนะนำ
Additional Points ขอเพมเตม
Fill guests request immediately or when they want something d
Determining Guest Needs
Slide 134
Slide 135
Slide 136
Slide 137
Slide 138
Slide 139
Sometimes when there is a problem seeking and offering possibl
4 ขนตอนในการแกไขปญหาการองเรยนของลกคา Four steps to effe (2)
Slide 142
Activity Itrsquos all about Teamwork and Empathy
Slide 144
Connect all 9 Dots using only 4 straight lines without lifting
Connect all 9 Dots using only 4 straight lines without lifting (2)
Slide 147
Slide 148
การพฒนาคณภาพการบรการ Improving Service Quality
Since service is not something guests can return or exchange t
การพฒนาคณภาพการบรการ Improving Service Quality (2)
Additional Points ขอแนะนำ
Yes We Can
Slide 154
Honolulu Hawaii
Slide 156
Slide 157
Slide 158
What are other training ideas for your departmental team member
Work in groups
Cross Departmental Training (Weekly)
Yes We Can (2)
Slide 163
Slide 164
Slide 165
Slide 166
Slide 167
Slide 168
It depends on you to make a guest experience even better by suggesting them food and beverages that they will like
It is YOUR responsibility to get the guest to order what is right for them But it should be done discreetly
Suggestive Selling
Increase a guestrsquos original order by giving them suggestions and ideas
This will increase guest satisfaction and average spend
Guests love suggestive selling because
bull It saves them timebull It saves them moneybull It saves them effortbull They get to try new products
Win-Win
We ldquoNOrdquo
ผมขอชารอนแกวหนงครบ
ขอโทษครบ แตของเรามบรการชามะนาวเยน
เทานน
โอเค ผมขอแคชามะนาวไมเอา
นาแขง hellipโอเค ครบ
ด ถก เรวndash ndashค$ณสามารถเลอกรบได)สองอยาง
ดและถก แตไมรวดเรวดและเรว แตไมถกเรวและถก แตไมด
Know Your product
The name and pronunciationThe ingredientsThe method of cookingThe portion sizeThe sauces and sidesThe substitutions
The Opening
Smile Eye Contact Greeting
Build relationship By asking questions
Identify wants and needsWants is something that a guest may like but not need Needs are the essentials
Making the Sales PresentationIdentify the OpportunitiesRecommend dishes or sidesGive the guest choicesDonrsquot pushMention a unique feature of the product
Use Descriptive WordsSpeak with Confidence
ExcellentFreshly
prepared
Delicous
Home made
Really Good
Refreshing Local
Read the body language of the guest not interested then change the recommendations suggest something else
Asking for the Sale
Asking the guest if the would like to order the recommended dish
Reassure the Guest of the Choice they made
Objections
Donrsquot take it Personally if the guest says no to the sale
>
Following Up
Check back after everyone has a chance to take a bite hellipIs the guest satisfied
Thank the guest
Offer slow moving but profitable items
Consider availability
Suggest beverages to go with their meal
Offer House Specials
Offer seconds
Suggest juices and smoothies
Letrsquos Role Play
3 customers team member
You must Up-sell to every customer
Role Play Rules
bull Customers must ask 2 questions about the menuproperty
bull Team members need to make different suggestions to each customer
Upselling for
Front OfficePresented by
Aj Scott
April 212011
>
No I am not
Aj Scott Michael Smith
The Spirit of HospitalityPresented by
Aj Scott
April 2011
>
SCOTT
Activity- IntroductionsIntroducing yourselfIntroduce two people to each other
Hello my name ishellipIrsquom fromhellip
Khun A I would like you to meet Khun B Khun B I would like you to meet Khun A
Different greetings for
1 Families with small children2 Honeymooning couple3 Guest with disabilities4 Seniors5 Women traveling alone
What do guests expect from the staff when they enter a business
ท3าให)แขกได)รบความพ4งพอใจหรอท3าเกนคาดMeet or Exceed Guest Expectation
Professional Appearancebull Maintain a neat professional well groomed appearance ดแลตนเองใหดด แตงกายปราณต สะอาด และเหมาะสมbull Wear a clean proper uniformbull สวมเคร+องแบบถกตอง และสะอาด
What words do you use when talking about Professional
Appearance
ความเปนมตรFriendliness
Friendliness
bull Smile ยม ต)อนรบอยางจรงใจbull Greet guests and co-workers enthusiastically and
bull Every guest has different expectations of what excellent service is and each employee has a unique opportunity to anticipate and meet those expectations
Fill guests request immediately or when they want something done
สนองตอบค3าร)องขอจากแขกทนท และเมอใดกตามทแขกขอ
Make guests feel as if they are your prioritybull ท3าให)แขกมความร)ส4กวา เขาเปนอนดบแรกทเราให)บรการ
Determining Guest Needs
Anticipate and list the potential needs from the groups below
1 Families with small children2 Honeymooning couple3 Guest with disabilities4 Seniors5 Women traveling alone
Activity 2
The supervisor is giving out daily work instructions before being on duty Notice the front office personnel appropriate
body language to indicate his or her understanding Then mark on the checklist
Student A is a supervisor and
Student B is a front office personnel
Activity 2 Checklist
a) Stand straight but not stiff
b) Balance your weight evenly on both feet
c) Your facial expression must match your message
13 Ask questions to confirm understanding
Questioning is very important
Confusion can also occur when it isnrsquot clear what you are asking
whether you are asking for more information or just checking that yoursquove understood what was
said
Ways to ask questions to confirm understanding include lsquoopen endedrsquo questions such as
ldquoSo I print out the address labels first then what do I dordquo
ldquoShould I send the brochures to all the travel agents listed
hererdquo
ldquoSo you want me to store the fruit in the
fridge Is that rightrdquo
I am sorry I do not understanding Can you tell me again
I am sorry Can you explain exactly what you want me to do
Just to be sure you want me tohellip
Exceed Guest ExpectationsbullThe ldquoHometownrdquo newspaperbullFresh Seafood Fruit etcbull5 star service
Sometimes when there is a problem seeking and offering possible solutions to it is very important
Most likely it is the same way as making suggesting
Making suggestion means giving your opinion about what should be done so you often use the same expressions that you use for expressing opinion
4 ขนตอนในการแก)ไขป+ญหาการ)องเรยนของลกค)าFour steps to effectively handle guest complaints
bullรบฟ+งป+ญหา (Listen to the problem)
bullกลาวขอโทษ (Apologize) ความเหนใจEmpathy
bullแก)ไขป+ญหา (Fix the problem)
bullตดตามผล (Follow up)
Role Play Activity
Handling Complaints
Thank youIrsquom sorryhellipI apologize
I empathizehellip
Perhaps we couldhelliporhellip
Is everything to your satisfaction
What are the top 5 complaints from your customers
What are the top 5 complaints from your boss
Activity Itrsquos all about Teamwork and Empathy
Which departmentco-worker should be contacted whenhellip
1 A guest complains that although he used the ldquoDo Not Disturbrsquo sign a room attendant knocked on the door and woke him up
2 A guest complain that cable is out on the TV and hersquos missing the World Cup match
3 The guest complains that their room smells like smoke4 A meeting planner complains the Air Conditioning in the
meeting room is broken
How would you show Empathy Who follows up
Connect all 9 Dots using only 4 straight lines without lifting the ldquopencilrdquo
Connect all 9 Dots using only 4 straight lines without lifting the ldquopencilrdquo
The key comes in realizing that you donrsquot have to stay ldquoinside the boxrdquo
12
3
4
T
E
A
M
ogether
ach
chieves
ore
ldquo I have a dream helliprdquo
Nobody is perfect but a team can
be
Uplift By flying ldquo V rdquo formation the
flock adds 71 to the (each on itrsquos own)
flying range
ldquo I have a dream helliprdquo
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Since service is not something guests can return or exchange their only option is
to complain
bull เพราะงานบรการมใชสงของทแขกจะสามารถคน
หรอเปลยนใหมใด) ดงนนวธเดยวทแขกของเราจะท3าใด)
คอ ค3าบน และ ร)องท$กข
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Additional Pointsขอแนะนา
bull Guests want a total quality experience not isolated pockets of excellence Work together as a team to resolve guest problems and deliver the best service possible
What are guest expectations (6) and how do we satisfy them
Slide 90
Slide 91
รปลกษณทดเปนมออาชพ Professional Appearance
Professional Appearance
Slide 94
ความเปนมตร Friendliness
Friendliness
Slide 97
อธยาศย Courtesy
Courtesy อธยาศย
Slide 100
ความเหนใจ Empathy
Empathy
Slide 103
ความรบผดชอบ Responsiveness
Responsiveness ความรบผดชอบ
Slide 106
ความยดหยน Flexibility
Flexibility ความ ยดหยด
Slide 109
Slide 110
Is the Tourism Industry right for you
Slide 112
Slide 113
Qualities Well Organized Good Strategic Planning Skills
Accommodations sector
Slide 116
Qualities Good with figures stats numbers Punctual Ethical
Slide 118
Slide 119
Qualities Good Problem Solving skills Likes completing projects
Property Management
Slide 122
Qualities SEXY NAUGHTY Bitchy
Slide 124
The Spirit of Hospitality Part 2 Delivering Quality Service
Delivering Quality Guest Service การมอบงานบรการทเปยมคณภา
Slide 127
การอานแขกใหออกแปลวาอะไร What does it mean to lsquoReadrsquo a guest
Slide 129
A few more points ขอแนะนำ
Additional Points ขอเพมเตม
Fill guests request immediately or when they want something d
Determining Guest Needs
Slide 134
Slide 135
Slide 136
Slide 137
Slide 138
Slide 139
Sometimes when there is a problem seeking and offering possibl
4 ขนตอนในการแกไขปญหาการองเรยนของลกคา Four steps to effe (2)
Slide 142
Activity Itrsquos all about Teamwork and Empathy
Slide 144
Connect all 9 Dots using only 4 straight lines without lifting
Connect all 9 Dots using only 4 straight lines without lifting (2)
Slide 147
Slide 148
การพฒนาคณภาพการบรการ Improving Service Quality
Since service is not something guests can return or exchange t
การพฒนาคณภาพการบรการ Improving Service Quality (2)
Additional Points ขอแนะนำ
Yes We Can
Slide 154
Honolulu Hawaii
Slide 156
Slide 157
Slide 158
What are other training ideas for your departmental team member
Work in groups
Cross Departmental Training (Weekly)
Yes We Can (2)
Slide 163
Slide 164
Slide 165
Slide 166
Slide 167
Slide 168
It is YOUR responsibility to get the guest to order what is right for them But it should be done discreetly
Suggestive Selling
Increase a guestrsquos original order by giving them suggestions and ideas
This will increase guest satisfaction and average spend
Guests love suggestive selling because
bull It saves them timebull It saves them moneybull It saves them effortbull They get to try new products
Win-Win
We ldquoNOrdquo
ผมขอชารอนแกวหนงครบ
ขอโทษครบ แตของเรามบรการชามะนาวเยน
เทานน
โอเค ผมขอแคชามะนาวไมเอา
นาแขง hellipโอเค ครบ
ด ถก เรวndash ndashค$ณสามารถเลอกรบได)สองอยาง
ดและถก แตไมรวดเรวดและเรว แตไมถกเรวและถก แตไมด
Know Your product
The name and pronunciationThe ingredientsThe method of cookingThe portion sizeThe sauces and sidesThe substitutions
The Opening
Smile Eye Contact Greeting
Build relationship By asking questions
Identify wants and needsWants is something that a guest may like but not need Needs are the essentials
Making the Sales PresentationIdentify the OpportunitiesRecommend dishes or sidesGive the guest choicesDonrsquot pushMention a unique feature of the product
Use Descriptive WordsSpeak with Confidence
ExcellentFreshly
prepared
Delicous
Home made
Really Good
Refreshing Local
Read the body language of the guest not interested then change the recommendations suggest something else
Asking for the Sale
Asking the guest if the would like to order the recommended dish
Reassure the Guest of the Choice they made
Objections
Donrsquot take it Personally if the guest says no to the sale
>
Following Up
Check back after everyone has a chance to take a bite hellipIs the guest satisfied
Thank the guest
Offer slow moving but profitable items
Consider availability
Suggest beverages to go with their meal
Offer House Specials
Offer seconds
Suggest juices and smoothies
Letrsquos Role Play
3 customers team member
You must Up-sell to every customer
Role Play Rules
bull Customers must ask 2 questions about the menuproperty
bull Team members need to make different suggestions to each customer
Upselling for
Front OfficePresented by
Aj Scott
April 212011
>
No I am not
Aj Scott Michael Smith
The Spirit of HospitalityPresented by
Aj Scott
April 2011
>
SCOTT
Activity- IntroductionsIntroducing yourselfIntroduce two people to each other
Hello my name ishellipIrsquom fromhellip
Khun A I would like you to meet Khun B Khun B I would like you to meet Khun A
Different greetings for
1 Families with small children2 Honeymooning couple3 Guest with disabilities4 Seniors5 Women traveling alone
What do guests expect from the staff when they enter a business
ท3าให)แขกได)รบความพ4งพอใจหรอท3าเกนคาดMeet or Exceed Guest Expectation
Professional Appearancebull Maintain a neat professional well groomed appearance ดแลตนเองใหดด แตงกายปราณต สะอาด และเหมาะสมbull Wear a clean proper uniformbull สวมเคร+องแบบถกตอง และสะอาด
What words do you use when talking about Professional
Appearance
ความเปนมตรFriendliness
Friendliness
bull Smile ยม ต)อนรบอยางจรงใจbull Greet guests and co-workers enthusiastically and
bull Every guest has different expectations of what excellent service is and each employee has a unique opportunity to anticipate and meet those expectations
Fill guests request immediately or when they want something done
สนองตอบค3าร)องขอจากแขกทนท และเมอใดกตามทแขกขอ
Make guests feel as if they are your prioritybull ท3าให)แขกมความร)ส4กวา เขาเปนอนดบแรกทเราให)บรการ
Determining Guest Needs
Anticipate and list the potential needs from the groups below
1 Families with small children2 Honeymooning couple3 Guest with disabilities4 Seniors5 Women traveling alone
Activity 2
The supervisor is giving out daily work instructions before being on duty Notice the front office personnel appropriate
body language to indicate his or her understanding Then mark on the checklist
Student A is a supervisor and
Student B is a front office personnel
Activity 2 Checklist
a) Stand straight but not stiff
b) Balance your weight evenly on both feet
c) Your facial expression must match your message
13 Ask questions to confirm understanding
Questioning is very important
Confusion can also occur when it isnrsquot clear what you are asking
whether you are asking for more information or just checking that yoursquove understood what was
said
Ways to ask questions to confirm understanding include lsquoopen endedrsquo questions such as
ldquoSo I print out the address labels first then what do I dordquo
ldquoShould I send the brochures to all the travel agents listed
hererdquo
ldquoSo you want me to store the fruit in the
fridge Is that rightrdquo
I am sorry I do not understanding Can you tell me again
I am sorry Can you explain exactly what you want me to do
Just to be sure you want me tohellip
Exceed Guest ExpectationsbullThe ldquoHometownrdquo newspaperbullFresh Seafood Fruit etcbull5 star service
Sometimes when there is a problem seeking and offering possible solutions to it is very important
Most likely it is the same way as making suggesting
Making suggestion means giving your opinion about what should be done so you often use the same expressions that you use for expressing opinion
4 ขนตอนในการแก)ไขป+ญหาการ)องเรยนของลกค)าFour steps to effectively handle guest complaints
bullรบฟ+งป+ญหา (Listen to the problem)
bullกลาวขอโทษ (Apologize) ความเหนใจEmpathy
bullแก)ไขป+ญหา (Fix the problem)
bullตดตามผล (Follow up)
Role Play Activity
Handling Complaints
Thank youIrsquom sorryhellipI apologize
I empathizehellip
Perhaps we couldhelliporhellip
Is everything to your satisfaction
What are the top 5 complaints from your customers
What are the top 5 complaints from your boss
Activity Itrsquos all about Teamwork and Empathy
Which departmentco-worker should be contacted whenhellip
1 A guest complains that although he used the ldquoDo Not Disturbrsquo sign a room attendant knocked on the door and woke him up
2 A guest complain that cable is out on the TV and hersquos missing the World Cup match
3 The guest complains that their room smells like smoke4 A meeting planner complains the Air Conditioning in the
meeting room is broken
How would you show Empathy Who follows up
Connect all 9 Dots using only 4 straight lines without lifting the ldquopencilrdquo
Connect all 9 Dots using only 4 straight lines without lifting the ldquopencilrdquo
The key comes in realizing that you donrsquot have to stay ldquoinside the boxrdquo
12
3
4
T
E
A
M
ogether
ach
chieves
ore
ldquo I have a dream helliprdquo
Nobody is perfect but a team can
be
Uplift By flying ldquo V rdquo formation the
flock adds 71 to the (each on itrsquos own)
flying range
ldquo I have a dream helliprdquo
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Since service is not something guests can return or exchange their only option is
to complain
bull เพราะงานบรการมใชสงของทแขกจะสามารถคน
หรอเปลยนใหมใด) ดงนนวธเดยวทแขกของเราจะท3าใด)
คอ ค3าบน และ ร)องท$กข
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Additional Pointsขอแนะนา
bull Guests want a total quality experience not isolated pockets of excellence Work together as a team to resolve guest problems and deliver the best service possible
What are guest expectations (6) and how do we satisfy them
Slide 90
Slide 91
รปลกษณทดเปนมออาชพ Professional Appearance
Professional Appearance
Slide 94
ความเปนมตร Friendliness
Friendliness
Slide 97
อธยาศย Courtesy
Courtesy อธยาศย
Slide 100
ความเหนใจ Empathy
Empathy
Slide 103
ความรบผดชอบ Responsiveness
Responsiveness ความรบผดชอบ
Slide 106
ความยดหยน Flexibility
Flexibility ความ ยดหยด
Slide 109
Slide 110
Is the Tourism Industry right for you
Slide 112
Slide 113
Qualities Well Organized Good Strategic Planning Skills
Accommodations sector
Slide 116
Qualities Good with figures stats numbers Punctual Ethical
Slide 118
Slide 119
Qualities Good Problem Solving skills Likes completing projects
Property Management
Slide 122
Qualities SEXY NAUGHTY Bitchy
Slide 124
The Spirit of Hospitality Part 2 Delivering Quality Service
Delivering Quality Guest Service การมอบงานบรการทเปยมคณภา
Slide 127
การอานแขกใหออกแปลวาอะไร What does it mean to lsquoReadrsquo a guest
Slide 129
A few more points ขอแนะนำ
Additional Points ขอเพมเตม
Fill guests request immediately or when they want something d
Determining Guest Needs
Slide 134
Slide 135
Slide 136
Slide 137
Slide 138
Slide 139
Sometimes when there is a problem seeking and offering possibl
4 ขนตอนในการแกไขปญหาการองเรยนของลกคา Four steps to effe (2)
Slide 142
Activity Itrsquos all about Teamwork and Empathy
Slide 144
Connect all 9 Dots using only 4 straight lines without lifting
Connect all 9 Dots using only 4 straight lines without lifting (2)
Slide 147
Slide 148
การพฒนาคณภาพการบรการ Improving Service Quality
Since service is not something guests can return or exchange t
การพฒนาคณภาพการบรการ Improving Service Quality (2)
Additional Points ขอแนะนำ
Yes We Can
Slide 154
Honolulu Hawaii
Slide 156
Slide 157
Slide 158
What are other training ideas for your departmental team member
Work in groups
Cross Departmental Training (Weekly)
Yes We Can (2)
Slide 163
Slide 164
Slide 165
Slide 166
Slide 167
Slide 168
Suggestive Selling
Increase a guestrsquos original order by giving them suggestions and ideas
This will increase guest satisfaction and average spend
Guests love suggestive selling because
bull It saves them timebull It saves them moneybull It saves them effortbull They get to try new products
Win-Win
We ldquoNOrdquo
ผมขอชารอนแกวหนงครบ
ขอโทษครบ แตของเรามบรการชามะนาวเยน
เทานน
โอเค ผมขอแคชามะนาวไมเอา
นาแขง hellipโอเค ครบ
ด ถก เรวndash ndashค$ณสามารถเลอกรบได)สองอยาง
ดและถก แตไมรวดเรวดและเรว แตไมถกเรวและถก แตไมด
Know Your product
The name and pronunciationThe ingredientsThe method of cookingThe portion sizeThe sauces and sidesThe substitutions
The Opening
Smile Eye Contact Greeting
Build relationship By asking questions
Identify wants and needsWants is something that a guest may like but not need Needs are the essentials
Making the Sales PresentationIdentify the OpportunitiesRecommend dishes or sidesGive the guest choicesDonrsquot pushMention a unique feature of the product
Use Descriptive WordsSpeak with Confidence
ExcellentFreshly
prepared
Delicous
Home made
Really Good
Refreshing Local
Read the body language of the guest not interested then change the recommendations suggest something else
Asking for the Sale
Asking the guest if the would like to order the recommended dish
Reassure the Guest of the Choice they made
Objections
Donrsquot take it Personally if the guest says no to the sale
>
Following Up
Check back after everyone has a chance to take a bite hellipIs the guest satisfied
Thank the guest
Offer slow moving but profitable items
Consider availability
Suggest beverages to go with their meal
Offer House Specials
Offer seconds
Suggest juices and smoothies
Letrsquos Role Play
3 customers team member
You must Up-sell to every customer
Role Play Rules
bull Customers must ask 2 questions about the menuproperty
bull Team members need to make different suggestions to each customer
Upselling for
Front OfficePresented by
Aj Scott
April 212011
>
No I am not
Aj Scott Michael Smith
The Spirit of HospitalityPresented by
Aj Scott
April 2011
>
SCOTT
Activity- IntroductionsIntroducing yourselfIntroduce two people to each other
Hello my name ishellipIrsquom fromhellip
Khun A I would like you to meet Khun B Khun B I would like you to meet Khun A
Different greetings for
1 Families with small children2 Honeymooning couple3 Guest with disabilities4 Seniors5 Women traveling alone
What do guests expect from the staff when they enter a business
ท3าให)แขกได)รบความพ4งพอใจหรอท3าเกนคาดMeet or Exceed Guest Expectation
Professional Appearancebull Maintain a neat professional well groomed appearance ดแลตนเองใหดด แตงกายปราณต สะอาด และเหมาะสมbull Wear a clean proper uniformbull สวมเคร+องแบบถกตอง และสะอาด
What words do you use when talking about Professional
Appearance
ความเปนมตรFriendliness
Friendliness
bull Smile ยม ต)อนรบอยางจรงใจbull Greet guests and co-workers enthusiastically and
bull Every guest has different expectations of what excellent service is and each employee has a unique opportunity to anticipate and meet those expectations
Fill guests request immediately or when they want something done
สนองตอบค3าร)องขอจากแขกทนท และเมอใดกตามทแขกขอ
Make guests feel as if they are your prioritybull ท3าให)แขกมความร)ส4กวา เขาเปนอนดบแรกทเราให)บรการ
Determining Guest Needs
Anticipate and list the potential needs from the groups below
1 Families with small children2 Honeymooning couple3 Guest with disabilities4 Seniors5 Women traveling alone
Activity 2
The supervisor is giving out daily work instructions before being on duty Notice the front office personnel appropriate
body language to indicate his or her understanding Then mark on the checklist
Student A is a supervisor and
Student B is a front office personnel
Activity 2 Checklist
a) Stand straight but not stiff
b) Balance your weight evenly on both feet
c) Your facial expression must match your message
13 Ask questions to confirm understanding
Questioning is very important
Confusion can also occur when it isnrsquot clear what you are asking
whether you are asking for more information or just checking that yoursquove understood what was
said
Ways to ask questions to confirm understanding include lsquoopen endedrsquo questions such as
ldquoSo I print out the address labels first then what do I dordquo
ldquoShould I send the brochures to all the travel agents listed
hererdquo
ldquoSo you want me to store the fruit in the
fridge Is that rightrdquo
I am sorry I do not understanding Can you tell me again
I am sorry Can you explain exactly what you want me to do
Just to be sure you want me tohellip
Exceed Guest ExpectationsbullThe ldquoHometownrdquo newspaperbullFresh Seafood Fruit etcbull5 star service
Sometimes when there is a problem seeking and offering possible solutions to it is very important
Most likely it is the same way as making suggesting
Making suggestion means giving your opinion about what should be done so you often use the same expressions that you use for expressing opinion
4 ขนตอนในการแก)ไขป+ญหาการ)องเรยนของลกค)าFour steps to effectively handle guest complaints
bullรบฟ+งป+ญหา (Listen to the problem)
bullกลาวขอโทษ (Apologize) ความเหนใจEmpathy
bullแก)ไขป+ญหา (Fix the problem)
bullตดตามผล (Follow up)
Role Play Activity
Handling Complaints
Thank youIrsquom sorryhellipI apologize
I empathizehellip
Perhaps we couldhelliporhellip
Is everything to your satisfaction
What are the top 5 complaints from your customers
What are the top 5 complaints from your boss
Activity Itrsquos all about Teamwork and Empathy
Which departmentco-worker should be contacted whenhellip
1 A guest complains that although he used the ldquoDo Not Disturbrsquo sign a room attendant knocked on the door and woke him up
2 A guest complain that cable is out on the TV and hersquos missing the World Cup match
3 The guest complains that their room smells like smoke4 A meeting planner complains the Air Conditioning in the
meeting room is broken
How would you show Empathy Who follows up
Connect all 9 Dots using only 4 straight lines without lifting the ldquopencilrdquo
Connect all 9 Dots using only 4 straight lines without lifting the ldquopencilrdquo
The key comes in realizing that you donrsquot have to stay ldquoinside the boxrdquo
12
3
4
T
E
A
M
ogether
ach
chieves
ore
ldquo I have a dream helliprdquo
Nobody is perfect but a team can
be
Uplift By flying ldquo V rdquo formation the
flock adds 71 to the (each on itrsquos own)
flying range
ldquo I have a dream helliprdquo
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Since service is not something guests can return or exchange their only option is
to complain
bull เพราะงานบรการมใชสงของทแขกจะสามารถคน
หรอเปลยนใหมใด) ดงนนวธเดยวทแขกของเราจะท3าใด)
คอ ค3าบน และ ร)องท$กข
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Additional Pointsขอแนะนา
bull Guests want a total quality experience not isolated pockets of excellence Work together as a team to resolve guest problems and deliver the best service possible
What are guest expectations (6) and how do we satisfy them
Slide 90
Slide 91
รปลกษณทดเปนมออาชพ Professional Appearance
Professional Appearance
Slide 94
ความเปนมตร Friendliness
Friendliness
Slide 97
อธยาศย Courtesy
Courtesy อธยาศย
Slide 100
ความเหนใจ Empathy
Empathy
Slide 103
ความรบผดชอบ Responsiveness
Responsiveness ความรบผดชอบ
Slide 106
ความยดหยน Flexibility
Flexibility ความ ยดหยด
Slide 109
Slide 110
Is the Tourism Industry right for you
Slide 112
Slide 113
Qualities Well Organized Good Strategic Planning Skills
Accommodations sector
Slide 116
Qualities Good with figures stats numbers Punctual Ethical
Slide 118
Slide 119
Qualities Good Problem Solving skills Likes completing projects
Property Management
Slide 122
Qualities SEXY NAUGHTY Bitchy
Slide 124
The Spirit of Hospitality Part 2 Delivering Quality Service
Delivering Quality Guest Service การมอบงานบรการทเปยมคณภา
Slide 127
การอานแขกใหออกแปลวาอะไร What does it mean to lsquoReadrsquo a guest
Slide 129
A few more points ขอแนะนำ
Additional Points ขอเพมเตม
Fill guests request immediately or when they want something d
Determining Guest Needs
Slide 134
Slide 135
Slide 136
Slide 137
Slide 138
Slide 139
Sometimes when there is a problem seeking and offering possibl
4 ขนตอนในการแกไขปญหาการองเรยนของลกคา Four steps to effe (2)
Slide 142
Activity Itrsquos all about Teamwork and Empathy
Slide 144
Connect all 9 Dots using only 4 straight lines without lifting
Connect all 9 Dots using only 4 straight lines without lifting (2)
Slide 147
Slide 148
การพฒนาคณภาพการบรการ Improving Service Quality
Since service is not something guests can return or exchange t
การพฒนาคณภาพการบรการ Improving Service Quality (2)
Additional Points ขอแนะนำ
Yes We Can
Slide 154
Honolulu Hawaii
Slide 156
Slide 157
Slide 158
What are other training ideas for your departmental team member
Work in groups
Cross Departmental Training (Weekly)
Yes We Can (2)
Slide 163
Slide 164
Slide 165
Slide 166
Slide 167
Slide 168
Guests love suggestive selling because
bull It saves them timebull It saves them moneybull It saves them effortbull They get to try new products
Win-Win
We ldquoNOrdquo
ผมขอชารอนแกวหนงครบ
ขอโทษครบ แตของเรามบรการชามะนาวเยน
เทานน
โอเค ผมขอแคชามะนาวไมเอา
นาแขง hellipโอเค ครบ
ด ถก เรวndash ndashค$ณสามารถเลอกรบได)สองอยาง
ดและถก แตไมรวดเรวดและเรว แตไมถกเรวและถก แตไมด
Know Your product
The name and pronunciationThe ingredientsThe method of cookingThe portion sizeThe sauces and sidesThe substitutions
The Opening
Smile Eye Contact Greeting
Build relationship By asking questions
Identify wants and needsWants is something that a guest may like but not need Needs are the essentials
Making the Sales PresentationIdentify the OpportunitiesRecommend dishes or sidesGive the guest choicesDonrsquot pushMention a unique feature of the product
Use Descriptive WordsSpeak with Confidence
ExcellentFreshly
prepared
Delicous
Home made
Really Good
Refreshing Local
Read the body language of the guest not interested then change the recommendations suggest something else
Asking for the Sale
Asking the guest if the would like to order the recommended dish
Reassure the Guest of the Choice they made
Objections
Donrsquot take it Personally if the guest says no to the sale
>
Following Up
Check back after everyone has a chance to take a bite hellipIs the guest satisfied
Thank the guest
Offer slow moving but profitable items
Consider availability
Suggest beverages to go with their meal
Offer House Specials
Offer seconds
Suggest juices and smoothies
Letrsquos Role Play
3 customers team member
You must Up-sell to every customer
Role Play Rules
bull Customers must ask 2 questions about the menuproperty
bull Team members need to make different suggestions to each customer
Upselling for
Front OfficePresented by
Aj Scott
April 212011
>
No I am not
Aj Scott Michael Smith
The Spirit of HospitalityPresented by
Aj Scott
April 2011
>
SCOTT
Activity- IntroductionsIntroducing yourselfIntroduce two people to each other
Hello my name ishellipIrsquom fromhellip
Khun A I would like you to meet Khun B Khun B I would like you to meet Khun A
Different greetings for
1 Families with small children2 Honeymooning couple3 Guest with disabilities4 Seniors5 Women traveling alone
What do guests expect from the staff when they enter a business
ท3าให)แขกได)รบความพ4งพอใจหรอท3าเกนคาดMeet or Exceed Guest Expectation
Professional Appearancebull Maintain a neat professional well groomed appearance ดแลตนเองใหดด แตงกายปราณต สะอาด และเหมาะสมbull Wear a clean proper uniformbull สวมเคร+องแบบถกตอง และสะอาด
What words do you use when talking about Professional
Appearance
ความเปนมตรFriendliness
Friendliness
bull Smile ยม ต)อนรบอยางจรงใจbull Greet guests and co-workers enthusiastically and
bull Every guest has different expectations of what excellent service is and each employee has a unique opportunity to anticipate and meet those expectations
Fill guests request immediately or when they want something done
สนองตอบค3าร)องขอจากแขกทนท และเมอใดกตามทแขกขอ
Make guests feel as if they are your prioritybull ท3าให)แขกมความร)ส4กวา เขาเปนอนดบแรกทเราให)บรการ
Determining Guest Needs
Anticipate and list the potential needs from the groups below
1 Families with small children2 Honeymooning couple3 Guest with disabilities4 Seniors5 Women traveling alone
Activity 2
The supervisor is giving out daily work instructions before being on duty Notice the front office personnel appropriate
body language to indicate his or her understanding Then mark on the checklist
Student A is a supervisor and
Student B is a front office personnel
Activity 2 Checklist
a) Stand straight but not stiff
b) Balance your weight evenly on both feet
c) Your facial expression must match your message
13 Ask questions to confirm understanding
Questioning is very important
Confusion can also occur when it isnrsquot clear what you are asking
whether you are asking for more information or just checking that yoursquove understood what was
said
Ways to ask questions to confirm understanding include lsquoopen endedrsquo questions such as
ldquoSo I print out the address labels first then what do I dordquo
ldquoShould I send the brochures to all the travel agents listed
hererdquo
ldquoSo you want me to store the fruit in the
fridge Is that rightrdquo
I am sorry I do not understanding Can you tell me again
I am sorry Can you explain exactly what you want me to do
Just to be sure you want me tohellip
Exceed Guest ExpectationsbullThe ldquoHometownrdquo newspaperbullFresh Seafood Fruit etcbull5 star service
Sometimes when there is a problem seeking and offering possible solutions to it is very important
Most likely it is the same way as making suggesting
Making suggestion means giving your opinion about what should be done so you often use the same expressions that you use for expressing opinion
4 ขนตอนในการแก)ไขป+ญหาการ)องเรยนของลกค)าFour steps to effectively handle guest complaints
bullรบฟ+งป+ญหา (Listen to the problem)
bullกลาวขอโทษ (Apologize) ความเหนใจEmpathy
bullแก)ไขป+ญหา (Fix the problem)
bullตดตามผล (Follow up)
Role Play Activity
Handling Complaints
Thank youIrsquom sorryhellipI apologize
I empathizehellip
Perhaps we couldhelliporhellip
Is everything to your satisfaction
What are the top 5 complaints from your customers
What are the top 5 complaints from your boss
Activity Itrsquos all about Teamwork and Empathy
Which departmentco-worker should be contacted whenhellip
1 A guest complains that although he used the ldquoDo Not Disturbrsquo sign a room attendant knocked on the door and woke him up
2 A guest complain that cable is out on the TV and hersquos missing the World Cup match
3 The guest complains that their room smells like smoke4 A meeting planner complains the Air Conditioning in the
meeting room is broken
How would you show Empathy Who follows up
Connect all 9 Dots using only 4 straight lines without lifting the ldquopencilrdquo
Connect all 9 Dots using only 4 straight lines without lifting the ldquopencilrdquo
The key comes in realizing that you donrsquot have to stay ldquoinside the boxrdquo
12
3
4
T
E
A
M
ogether
ach
chieves
ore
ldquo I have a dream helliprdquo
Nobody is perfect but a team can
be
Uplift By flying ldquo V rdquo formation the
flock adds 71 to the (each on itrsquos own)
flying range
ldquo I have a dream helliprdquo
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Since service is not something guests can return or exchange their only option is
to complain
bull เพราะงานบรการมใชสงของทแขกจะสามารถคน
หรอเปลยนใหมใด) ดงนนวธเดยวทแขกของเราจะท3าใด)
คอ ค3าบน และ ร)องท$กข
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Additional Pointsขอแนะนา
bull Guests want a total quality experience not isolated pockets of excellence Work together as a team to resolve guest problems and deliver the best service possible
What are guest expectations (6) and how do we satisfy them
Slide 90
Slide 91
รปลกษณทดเปนมออาชพ Professional Appearance
Professional Appearance
Slide 94
ความเปนมตร Friendliness
Friendliness
Slide 97
อธยาศย Courtesy
Courtesy อธยาศย
Slide 100
ความเหนใจ Empathy
Empathy
Slide 103
ความรบผดชอบ Responsiveness
Responsiveness ความรบผดชอบ
Slide 106
ความยดหยน Flexibility
Flexibility ความ ยดหยด
Slide 109
Slide 110
Is the Tourism Industry right for you
Slide 112
Slide 113
Qualities Well Organized Good Strategic Planning Skills
Accommodations sector
Slide 116
Qualities Good with figures stats numbers Punctual Ethical
Slide 118
Slide 119
Qualities Good Problem Solving skills Likes completing projects
Property Management
Slide 122
Qualities SEXY NAUGHTY Bitchy
Slide 124
The Spirit of Hospitality Part 2 Delivering Quality Service
Delivering Quality Guest Service การมอบงานบรการทเปยมคณภา
Slide 127
การอานแขกใหออกแปลวาอะไร What does it mean to lsquoReadrsquo a guest
Slide 129
A few more points ขอแนะนำ
Additional Points ขอเพมเตม
Fill guests request immediately or when they want something d
Determining Guest Needs
Slide 134
Slide 135
Slide 136
Slide 137
Slide 138
Slide 139
Sometimes when there is a problem seeking and offering possibl
4 ขนตอนในการแกไขปญหาการองเรยนของลกคา Four steps to effe (2)
Slide 142
Activity Itrsquos all about Teamwork and Empathy
Slide 144
Connect all 9 Dots using only 4 straight lines without lifting
Connect all 9 Dots using only 4 straight lines without lifting (2)
Slide 147
Slide 148
การพฒนาคณภาพการบรการ Improving Service Quality
Since service is not something guests can return or exchange t
การพฒนาคณภาพการบรการ Improving Service Quality (2)
Additional Points ขอแนะนำ
Yes We Can
Slide 154
Honolulu Hawaii
Slide 156
Slide 157
Slide 158
What are other training ideas for your departmental team member
Work in groups
Cross Departmental Training (Weekly)
Yes We Can (2)
Slide 163
Slide 164
Slide 165
Slide 166
Slide 167
Slide 168
We ldquoNOrdquo
ผมขอชารอนแกวหนงครบ
ขอโทษครบ แตของเรามบรการชามะนาวเยน
เทานน
โอเค ผมขอแคชามะนาวไมเอา
นาแขง hellipโอเค ครบ
ด ถก เรวndash ndashค$ณสามารถเลอกรบได)สองอยาง
ดและถก แตไมรวดเรวดและเรว แตไมถกเรวและถก แตไมด
Know Your product
The name and pronunciationThe ingredientsThe method of cookingThe portion sizeThe sauces and sidesThe substitutions
The Opening
Smile Eye Contact Greeting
Build relationship By asking questions
Identify wants and needsWants is something that a guest may like but not need Needs are the essentials
Making the Sales PresentationIdentify the OpportunitiesRecommend dishes or sidesGive the guest choicesDonrsquot pushMention a unique feature of the product
Use Descriptive WordsSpeak with Confidence
ExcellentFreshly
prepared
Delicous
Home made
Really Good
Refreshing Local
Read the body language of the guest not interested then change the recommendations suggest something else
Asking for the Sale
Asking the guest if the would like to order the recommended dish
Reassure the Guest of the Choice they made
Objections
Donrsquot take it Personally if the guest says no to the sale
>
Following Up
Check back after everyone has a chance to take a bite hellipIs the guest satisfied
Thank the guest
Offer slow moving but profitable items
Consider availability
Suggest beverages to go with their meal
Offer House Specials
Offer seconds
Suggest juices and smoothies
Letrsquos Role Play
3 customers team member
You must Up-sell to every customer
Role Play Rules
bull Customers must ask 2 questions about the menuproperty
bull Team members need to make different suggestions to each customer
Upselling for
Front OfficePresented by
Aj Scott
April 212011
>
No I am not
Aj Scott Michael Smith
The Spirit of HospitalityPresented by
Aj Scott
April 2011
>
SCOTT
Activity- IntroductionsIntroducing yourselfIntroduce two people to each other
Hello my name ishellipIrsquom fromhellip
Khun A I would like you to meet Khun B Khun B I would like you to meet Khun A
Different greetings for
1 Families with small children2 Honeymooning couple3 Guest with disabilities4 Seniors5 Women traveling alone
What do guests expect from the staff when they enter a business
ท3าให)แขกได)รบความพ4งพอใจหรอท3าเกนคาดMeet or Exceed Guest Expectation
Professional Appearancebull Maintain a neat professional well groomed appearance ดแลตนเองใหดด แตงกายปราณต สะอาด และเหมาะสมbull Wear a clean proper uniformbull สวมเคร+องแบบถกตอง และสะอาด
What words do you use when talking about Professional
Appearance
ความเปนมตรFriendliness
Friendliness
bull Smile ยม ต)อนรบอยางจรงใจbull Greet guests and co-workers enthusiastically and
bull Every guest has different expectations of what excellent service is and each employee has a unique opportunity to anticipate and meet those expectations
Fill guests request immediately or when they want something done
สนองตอบค3าร)องขอจากแขกทนท และเมอใดกตามทแขกขอ
Make guests feel as if they are your prioritybull ท3าให)แขกมความร)ส4กวา เขาเปนอนดบแรกทเราให)บรการ
Determining Guest Needs
Anticipate and list the potential needs from the groups below
1 Families with small children2 Honeymooning couple3 Guest with disabilities4 Seniors5 Women traveling alone
Activity 2
The supervisor is giving out daily work instructions before being on duty Notice the front office personnel appropriate
body language to indicate his or her understanding Then mark on the checklist
Student A is a supervisor and
Student B is a front office personnel
Activity 2 Checklist
a) Stand straight but not stiff
b) Balance your weight evenly on both feet
c) Your facial expression must match your message
13 Ask questions to confirm understanding
Questioning is very important
Confusion can also occur when it isnrsquot clear what you are asking
whether you are asking for more information or just checking that yoursquove understood what was
said
Ways to ask questions to confirm understanding include lsquoopen endedrsquo questions such as
ldquoSo I print out the address labels first then what do I dordquo
ldquoShould I send the brochures to all the travel agents listed
hererdquo
ldquoSo you want me to store the fruit in the
fridge Is that rightrdquo
I am sorry I do not understanding Can you tell me again
I am sorry Can you explain exactly what you want me to do
Just to be sure you want me tohellip
Exceed Guest ExpectationsbullThe ldquoHometownrdquo newspaperbullFresh Seafood Fruit etcbull5 star service
Sometimes when there is a problem seeking and offering possible solutions to it is very important
Most likely it is the same way as making suggesting
Making suggestion means giving your opinion about what should be done so you often use the same expressions that you use for expressing opinion
4 ขนตอนในการแก)ไขป+ญหาการ)องเรยนของลกค)าFour steps to effectively handle guest complaints
bullรบฟ+งป+ญหา (Listen to the problem)
bullกลาวขอโทษ (Apologize) ความเหนใจEmpathy
bullแก)ไขป+ญหา (Fix the problem)
bullตดตามผล (Follow up)
Role Play Activity
Handling Complaints
Thank youIrsquom sorryhellipI apologize
I empathizehellip
Perhaps we couldhelliporhellip
Is everything to your satisfaction
What are the top 5 complaints from your customers
What are the top 5 complaints from your boss
Activity Itrsquos all about Teamwork and Empathy
Which departmentco-worker should be contacted whenhellip
1 A guest complains that although he used the ldquoDo Not Disturbrsquo sign a room attendant knocked on the door and woke him up
2 A guest complain that cable is out on the TV and hersquos missing the World Cup match
3 The guest complains that their room smells like smoke4 A meeting planner complains the Air Conditioning in the
meeting room is broken
How would you show Empathy Who follows up
Connect all 9 Dots using only 4 straight lines without lifting the ldquopencilrdquo
Connect all 9 Dots using only 4 straight lines without lifting the ldquopencilrdquo
The key comes in realizing that you donrsquot have to stay ldquoinside the boxrdquo
12
3
4
T
E
A
M
ogether
ach
chieves
ore
ldquo I have a dream helliprdquo
Nobody is perfect but a team can
be
Uplift By flying ldquo V rdquo formation the
flock adds 71 to the (each on itrsquos own)
flying range
ldquo I have a dream helliprdquo
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Since service is not something guests can return or exchange their only option is
to complain
bull เพราะงานบรการมใชสงของทแขกจะสามารถคน
หรอเปลยนใหมใด) ดงนนวธเดยวทแขกของเราจะท3าใด)
คอ ค3าบน และ ร)องท$กข
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Additional Pointsขอแนะนา
bull Guests want a total quality experience not isolated pockets of excellence Work together as a team to resolve guest problems and deliver the best service possible
What are guest expectations (6) and how do we satisfy them
Slide 90
Slide 91
รปลกษณทดเปนมออาชพ Professional Appearance
Professional Appearance
Slide 94
ความเปนมตร Friendliness
Friendliness
Slide 97
อธยาศย Courtesy
Courtesy อธยาศย
Slide 100
ความเหนใจ Empathy
Empathy
Slide 103
ความรบผดชอบ Responsiveness
Responsiveness ความรบผดชอบ
Slide 106
ความยดหยน Flexibility
Flexibility ความ ยดหยด
Slide 109
Slide 110
Is the Tourism Industry right for you
Slide 112
Slide 113
Qualities Well Organized Good Strategic Planning Skills
Accommodations sector
Slide 116
Qualities Good with figures stats numbers Punctual Ethical
Slide 118
Slide 119
Qualities Good Problem Solving skills Likes completing projects
Property Management
Slide 122
Qualities SEXY NAUGHTY Bitchy
Slide 124
The Spirit of Hospitality Part 2 Delivering Quality Service
Delivering Quality Guest Service การมอบงานบรการทเปยมคณภา
Slide 127
การอานแขกใหออกแปลวาอะไร What does it mean to lsquoReadrsquo a guest
Slide 129
A few more points ขอแนะนำ
Additional Points ขอเพมเตม
Fill guests request immediately or when they want something d
Determining Guest Needs
Slide 134
Slide 135
Slide 136
Slide 137
Slide 138
Slide 139
Sometimes when there is a problem seeking and offering possibl
4 ขนตอนในการแกไขปญหาการองเรยนของลกคา Four steps to effe (2)
Slide 142
Activity Itrsquos all about Teamwork and Empathy
Slide 144
Connect all 9 Dots using only 4 straight lines without lifting
Connect all 9 Dots using only 4 straight lines without lifting (2)
Slide 147
Slide 148
การพฒนาคณภาพการบรการ Improving Service Quality
Since service is not something guests can return or exchange t
การพฒนาคณภาพการบรการ Improving Service Quality (2)
Additional Points ขอแนะนำ
Yes We Can
Slide 154
Honolulu Hawaii
Slide 156
Slide 157
Slide 158
What are other training ideas for your departmental team member
Work in groups
Cross Departmental Training (Weekly)
Yes We Can (2)
Slide 163
Slide 164
Slide 165
Slide 166
Slide 167
Slide 168
ด ถก เรวndash ndashค$ณสามารถเลอกรบได)สองอยาง
ดและถก แตไมรวดเรวดและเรว แตไมถกเรวและถก แตไมด
Know Your product
The name and pronunciationThe ingredientsThe method of cookingThe portion sizeThe sauces and sidesThe substitutions
The Opening
Smile Eye Contact Greeting
Build relationship By asking questions
Identify wants and needsWants is something that a guest may like but not need Needs are the essentials
Making the Sales PresentationIdentify the OpportunitiesRecommend dishes or sidesGive the guest choicesDonrsquot pushMention a unique feature of the product
Use Descriptive WordsSpeak with Confidence
ExcellentFreshly
prepared
Delicous
Home made
Really Good
Refreshing Local
Read the body language of the guest not interested then change the recommendations suggest something else
Asking for the Sale
Asking the guest if the would like to order the recommended dish
Reassure the Guest of the Choice they made
Objections
Donrsquot take it Personally if the guest says no to the sale
>
Following Up
Check back after everyone has a chance to take a bite hellipIs the guest satisfied
Thank the guest
Offer slow moving but profitable items
Consider availability
Suggest beverages to go with their meal
Offer House Specials
Offer seconds
Suggest juices and smoothies
Letrsquos Role Play
3 customers team member
You must Up-sell to every customer
Role Play Rules
bull Customers must ask 2 questions about the menuproperty
bull Team members need to make different suggestions to each customer
Upselling for
Front OfficePresented by
Aj Scott
April 212011
>
No I am not
Aj Scott Michael Smith
The Spirit of HospitalityPresented by
Aj Scott
April 2011
>
SCOTT
Activity- IntroductionsIntroducing yourselfIntroduce two people to each other
Hello my name ishellipIrsquom fromhellip
Khun A I would like you to meet Khun B Khun B I would like you to meet Khun A
Different greetings for
1 Families with small children2 Honeymooning couple3 Guest with disabilities4 Seniors5 Women traveling alone
What do guests expect from the staff when they enter a business
ท3าให)แขกได)รบความพ4งพอใจหรอท3าเกนคาดMeet or Exceed Guest Expectation
Professional Appearancebull Maintain a neat professional well groomed appearance ดแลตนเองใหดด แตงกายปราณต สะอาด และเหมาะสมbull Wear a clean proper uniformbull สวมเคร+องแบบถกตอง และสะอาด
What words do you use when talking about Professional
Appearance
ความเปนมตรFriendliness
Friendliness
bull Smile ยม ต)อนรบอยางจรงใจbull Greet guests and co-workers enthusiastically and
bull Every guest has different expectations of what excellent service is and each employee has a unique opportunity to anticipate and meet those expectations
Fill guests request immediately or when they want something done
สนองตอบค3าร)องขอจากแขกทนท และเมอใดกตามทแขกขอ
Make guests feel as if they are your prioritybull ท3าให)แขกมความร)ส4กวา เขาเปนอนดบแรกทเราให)บรการ
Determining Guest Needs
Anticipate and list the potential needs from the groups below
1 Families with small children2 Honeymooning couple3 Guest with disabilities4 Seniors5 Women traveling alone
Activity 2
The supervisor is giving out daily work instructions before being on duty Notice the front office personnel appropriate
body language to indicate his or her understanding Then mark on the checklist
Student A is a supervisor and
Student B is a front office personnel
Activity 2 Checklist
a) Stand straight but not stiff
b) Balance your weight evenly on both feet
c) Your facial expression must match your message
13 Ask questions to confirm understanding
Questioning is very important
Confusion can also occur when it isnrsquot clear what you are asking
whether you are asking for more information or just checking that yoursquove understood what was
said
Ways to ask questions to confirm understanding include lsquoopen endedrsquo questions such as
ldquoSo I print out the address labels first then what do I dordquo
ldquoShould I send the brochures to all the travel agents listed
hererdquo
ldquoSo you want me to store the fruit in the
fridge Is that rightrdquo
I am sorry I do not understanding Can you tell me again
I am sorry Can you explain exactly what you want me to do
Just to be sure you want me tohellip
Exceed Guest ExpectationsbullThe ldquoHometownrdquo newspaperbullFresh Seafood Fruit etcbull5 star service
Sometimes when there is a problem seeking and offering possible solutions to it is very important
Most likely it is the same way as making suggesting
Making suggestion means giving your opinion about what should be done so you often use the same expressions that you use for expressing opinion
4 ขนตอนในการแก)ไขป+ญหาการ)องเรยนของลกค)าFour steps to effectively handle guest complaints
bullรบฟ+งป+ญหา (Listen to the problem)
bullกลาวขอโทษ (Apologize) ความเหนใจEmpathy
bullแก)ไขป+ญหา (Fix the problem)
bullตดตามผล (Follow up)
Role Play Activity
Handling Complaints
Thank youIrsquom sorryhellipI apologize
I empathizehellip
Perhaps we couldhelliporhellip
Is everything to your satisfaction
What are the top 5 complaints from your customers
What are the top 5 complaints from your boss
Activity Itrsquos all about Teamwork and Empathy
Which departmentco-worker should be contacted whenhellip
1 A guest complains that although he used the ldquoDo Not Disturbrsquo sign a room attendant knocked on the door and woke him up
2 A guest complain that cable is out on the TV and hersquos missing the World Cup match
3 The guest complains that their room smells like smoke4 A meeting planner complains the Air Conditioning in the
meeting room is broken
How would you show Empathy Who follows up
Connect all 9 Dots using only 4 straight lines without lifting the ldquopencilrdquo
Connect all 9 Dots using only 4 straight lines without lifting the ldquopencilrdquo
The key comes in realizing that you donrsquot have to stay ldquoinside the boxrdquo
12
3
4
T
E
A
M
ogether
ach
chieves
ore
ldquo I have a dream helliprdquo
Nobody is perfect but a team can
be
Uplift By flying ldquo V rdquo formation the
flock adds 71 to the (each on itrsquos own)
flying range
ldquo I have a dream helliprdquo
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Since service is not something guests can return or exchange their only option is
to complain
bull เพราะงานบรการมใชสงของทแขกจะสามารถคน
หรอเปลยนใหมใด) ดงนนวธเดยวทแขกของเราจะท3าใด)
คอ ค3าบน และ ร)องท$กข
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Additional Pointsขอแนะนา
bull Guests want a total quality experience not isolated pockets of excellence Work together as a team to resolve guest problems and deliver the best service possible
What are guest expectations (6) and how do we satisfy them
Slide 90
Slide 91
รปลกษณทดเปนมออาชพ Professional Appearance
Professional Appearance
Slide 94
ความเปนมตร Friendliness
Friendliness
Slide 97
อธยาศย Courtesy
Courtesy อธยาศย
Slide 100
ความเหนใจ Empathy
Empathy
Slide 103
ความรบผดชอบ Responsiveness
Responsiveness ความรบผดชอบ
Slide 106
ความยดหยน Flexibility
Flexibility ความ ยดหยด
Slide 109
Slide 110
Is the Tourism Industry right for you
Slide 112
Slide 113
Qualities Well Organized Good Strategic Planning Skills
Accommodations sector
Slide 116
Qualities Good with figures stats numbers Punctual Ethical
Slide 118
Slide 119
Qualities Good Problem Solving skills Likes completing projects
Property Management
Slide 122
Qualities SEXY NAUGHTY Bitchy
Slide 124
The Spirit of Hospitality Part 2 Delivering Quality Service
Delivering Quality Guest Service การมอบงานบรการทเปยมคณภา
Slide 127
การอานแขกใหออกแปลวาอะไร What does it mean to lsquoReadrsquo a guest
Slide 129
A few more points ขอแนะนำ
Additional Points ขอเพมเตม
Fill guests request immediately or when they want something d
Determining Guest Needs
Slide 134
Slide 135
Slide 136
Slide 137
Slide 138
Slide 139
Sometimes when there is a problem seeking and offering possibl
4 ขนตอนในการแกไขปญหาการองเรยนของลกคา Four steps to effe (2)
Slide 142
Activity Itrsquos all about Teamwork and Empathy
Slide 144
Connect all 9 Dots using only 4 straight lines without lifting
Connect all 9 Dots using only 4 straight lines without lifting (2)
Slide 147
Slide 148
การพฒนาคณภาพการบรการ Improving Service Quality
Since service is not something guests can return or exchange t
การพฒนาคณภาพการบรการ Improving Service Quality (2)
Additional Points ขอแนะนำ
Yes We Can
Slide 154
Honolulu Hawaii
Slide 156
Slide 157
Slide 158
What are other training ideas for your departmental team member
Work in groups
Cross Departmental Training (Weekly)
Yes We Can (2)
Slide 163
Slide 164
Slide 165
Slide 166
Slide 167
Slide 168
Know Your product
The name and pronunciationThe ingredientsThe method of cookingThe portion sizeThe sauces and sidesThe substitutions
The Opening
Smile Eye Contact Greeting
Build relationship By asking questions
Identify wants and needsWants is something that a guest may like but not need Needs are the essentials
Making the Sales PresentationIdentify the OpportunitiesRecommend dishes or sidesGive the guest choicesDonrsquot pushMention a unique feature of the product
Use Descriptive WordsSpeak with Confidence
ExcellentFreshly
prepared
Delicous
Home made
Really Good
Refreshing Local
Read the body language of the guest not interested then change the recommendations suggest something else
Asking for the Sale
Asking the guest if the would like to order the recommended dish
Reassure the Guest of the Choice they made
Objections
Donrsquot take it Personally if the guest says no to the sale
>
Following Up
Check back after everyone has a chance to take a bite hellipIs the guest satisfied
Thank the guest
Offer slow moving but profitable items
Consider availability
Suggest beverages to go with their meal
Offer House Specials
Offer seconds
Suggest juices and smoothies
Letrsquos Role Play
3 customers team member
You must Up-sell to every customer
Role Play Rules
bull Customers must ask 2 questions about the menuproperty
bull Team members need to make different suggestions to each customer
Upselling for
Front OfficePresented by
Aj Scott
April 212011
>
No I am not
Aj Scott Michael Smith
The Spirit of HospitalityPresented by
Aj Scott
April 2011
>
SCOTT
Activity- IntroductionsIntroducing yourselfIntroduce two people to each other
Hello my name ishellipIrsquom fromhellip
Khun A I would like you to meet Khun B Khun B I would like you to meet Khun A
Different greetings for
1 Families with small children2 Honeymooning couple3 Guest with disabilities4 Seniors5 Women traveling alone
What do guests expect from the staff when they enter a business
ท3าให)แขกได)รบความพ4งพอใจหรอท3าเกนคาดMeet or Exceed Guest Expectation
Professional Appearancebull Maintain a neat professional well groomed appearance ดแลตนเองใหดด แตงกายปราณต สะอาด และเหมาะสมbull Wear a clean proper uniformbull สวมเคร+องแบบถกตอง และสะอาด
What words do you use when talking about Professional
Appearance
ความเปนมตรFriendliness
Friendliness
bull Smile ยม ต)อนรบอยางจรงใจbull Greet guests and co-workers enthusiastically and
bull Every guest has different expectations of what excellent service is and each employee has a unique opportunity to anticipate and meet those expectations
Fill guests request immediately or when they want something done
สนองตอบค3าร)องขอจากแขกทนท และเมอใดกตามทแขกขอ
Make guests feel as if they are your prioritybull ท3าให)แขกมความร)ส4กวา เขาเปนอนดบแรกทเราให)บรการ
Determining Guest Needs
Anticipate and list the potential needs from the groups below
1 Families with small children2 Honeymooning couple3 Guest with disabilities4 Seniors5 Women traveling alone
Activity 2
The supervisor is giving out daily work instructions before being on duty Notice the front office personnel appropriate
body language to indicate his or her understanding Then mark on the checklist
Student A is a supervisor and
Student B is a front office personnel
Activity 2 Checklist
a) Stand straight but not stiff
b) Balance your weight evenly on both feet
c) Your facial expression must match your message
13 Ask questions to confirm understanding
Questioning is very important
Confusion can also occur when it isnrsquot clear what you are asking
whether you are asking for more information or just checking that yoursquove understood what was
said
Ways to ask questions to confirm understanding include lsquoopen endedrsquo questions such as
ldquoSo I print out the address labels first then what do I dordquo
ldquoShould I send the brochures to all the travel agents listed
hererdquo
ldquoSo you want me to store the fruit in the
fridge Is that rightrdquo
I am sorry I do not understanding Can you tell me again
I am sorry Can you explain exactly what you want me to do
Just to be sure you want me tohellip
Exceed Guest ExpectationsbullThe ldquoHometownrdquo newspaperbullFresh Seafood Fruit etcbull5 star service
Sometimes when there is a problem seeking and offering possible solutions to it is very important
Most likely it is the same way as making suggesting
Making suggestion means giving your opinion about what should be done so you often use the same expressions that you use for expressing opinion
4 ขนตอนในการแก)ไขป+ญหาการ)องเรยนของลกค)าFour steps to effectively handle guest complaints
bullรบฟ+งป+ญหา (Listen to the problem)
bullกลาวขอโทษ (Apologize) ความเหนใจEmpathy
bullแก)ไขป+ญหา (Fix the problem)
bullตดตามผล (Follow up)
Role Play Activity
Handling Complaints
Thank youIrsquom sorryhellipI apologize
I empathizehellip
Perhaps we couldhelliporhellip
Is everything to your satisfaction
What are the top 5 complaints from your customers
What are the top 5 complaints from your boss
Activity Itrsquos all about Teamwork and Empathy
Which departmentco-worker should be contacted whenhellip
1 A guest complains that although he used the ldquoDo Not Disturbrsquo sign a room attendant knocked on the door and woke him up
2 A guest complain that cable is out on the TV and hersquos missing the World Cup match
3 The guest complains that their room smells like smoke4 A meeting planner complains the Air Conditioning in the
meeting room is broken
How would you show Empathy Who follows up
Connect all 9 Dots using only 4 straight lines without lifting the ldquopencilrdquo
Connect all 9 Dots using only 4 straight lines without lifting the ldquopencilrdquo
The key comes in realizing that you donrsquot have to stay ldquoinside the boxrdquo
12
3
4
T
E
A
M
ogether
ach
chieves
ore
ldquo I have a dream helliprdquo
Nobody is perfect but a team can
be
Uplift By flying ldquo V rdquo formation the
flock adds 71 to the (each on itrsquos own)
flying range
ldquo I have a dream helliprdquo
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Since service is not something guests can return or exchange their only option is
to complain
bull เพราะงานบรการมใชสงของทแขกจะสามารถคน
หรอเปลยนใหมใด) ดงนนวธเดยวทแขกของเราจะท3าใด)
คอ ค3าบน และ ร)องท$กข
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Additional Pointsขอแนะนา
bull Guests want a total quality experience not isolated pockets of excellence Work together as a team to resolve guest problems and deliver the best service possible
What are guest expectations (6) and how do we satisfy them
Slide 90
Slide 91
รปลกษณทดเปนมออาชพ Professional Appearance
Professional Appearance
Slide 94
ความเปนมตร Friendliness
Friendliness
Slide 97
อธยาศย Courtesy
Courtesy อธยาศย
Slide 100
ความเหนใจ Empathy
Empathy
Slide 103
ความรบผดชอบ Responsiveness
Responsiveness ความรบผดชอบ
Slide 106
ความยดหยน Flexibility
Flexibility ความ ยดหยด
Slide 109
Slide 110
Is the Tourism Industry right for you
Slide 112
Slide 113
Qualities Well Organized Good Strategic Planning Skills
Accommodations sector
Slide 116
Qualities Good with figures stats numbers Punctual Ethical
Slide 118
Slide 119
Qualities Good Problem Solving skills Likes completing projects
Property Management
Slide 122
Qualities SEXY NAUGHTY Bitchy
Slide 124
The Spirit of Hospitality Part 2 Delivering Quality Service
Delivering Quality Guest Service การมอบงานบรการทเปยมคณภา
Slide 127
การอานแขกใหออกแปลวาอะไร What does it mean to lsquoReadrsquo a guest
Slide 129
A few more points ขอแนะนำ
Additional Points ขอเพมเตม
Fill guests request immediately or when they want something d
Determining Guest Needs
Slide 134
Slide 135
Slide 136
Slide 137
Slide 138
Slide 139
Sometimes when there is a problem seeking and offering possibl
4 ขนตอนในการแกไขปญหาการองเรยนของลกคา Four steps to effe (2)
Slide 142
Activity Itrsquos all about Teamwork and Empathy
Slide 144
Connect all 9 Dots using only 4 straight lines without lifting
Connect all 9 Dots using only 4 straight lines without lifting (2)
Slide 147
Slide 148
การพฒนาคณภาพการบรการ Improving Service Quality
Since service is not something guests can return or exchange t
การพฒนาคณภาพการบรการ Improving Service Quality (2)
Additional Points ขอแนะนำ
Yes We Can
Slide 154
Honolulu Hawaii
Slide 156
Slide 157
Slide 158
What are other training ideas for your departmental team member
Work in groups
Cross Departmental Training (Weekly)
Yes We Can (2)
Slide 163
Slide 164
Slide 165
Slide 166
Slide 167
Slide 168
The Opening
Smile Eye Contact Greeting
Build relationship By asking questions
Identify wants and needsWants is something that a guest may like but not need Needs are the essentials
Making the Sales PresentationIdentify the OpportunitiesRecommend dishes or sidesGive the guest choicesDonrsquot pushMention a unique feature of the product
Use Descriptive WordsSpeak with Confidence
ExcellentFreshly
prepared
Delicous
Home made
Really Good
Refreshing Local
Read the body language of the guest not interested then change the recommendations suggest something else
Asking for the Sale
Asking the guest if the would like to order the recommended dish
Reassure the Guest of the Choice they made
Objections
Donrsquot take it Personally if the guest says no to the sale
>
Following Up
Check back after everyone has a chance to take a bite hellipIs the guest satisfied
Thank the guest
Offer slow moving but profitable items
Consider availability
Suggest beverages to go with their meal
Offer House Specials
Offer seconds
Suggest juices and smoothies
Letrsquos Role Play
3 customers team member
You must Up-sell to every customer
Role Play Rules
bull Customers must ask 2 questions about the menuproperty
bull Team members need to make different suggestions to each customer
Upselling for
Front OfficePresented by
Aj Scott
April 212011
>
No I am not
Aj Scott Michael Smith
The Spirit of HospitalityPresented by
Aj Scott
April 2011
>
SCOTT
Activity- IntroductionsIntroducing yourselfIntroduce two people to each other
Hello my name ishellipIrsquom fromhellip
Khun A I would like you to meet Khun B Khun B I would like you to meet Khun A
Different greetings for
1 Families with small children2 Honeymooning couple3 Guest with disabilities4 Seniors5 Women traveling alone
What do guests expect from the staff when they enter a business
ท3าให)แขกได)รบความพ4งพอใจหรอท3าเกนคาดMeet or Exceed Guest Expectation
Professional Appearancebull Maintain a neat professional well groomed appearance ดแลตนเองใหดด แตงกายปราณต สะอาด และเหมาะสมbull Wear a clean proper uniformbull สวมเคร+องแบบถกตอง และสะอาด
What words do you use when talking about Professional
Appearance
ความเปนมตรFriendliness
Friendliness
bull Smile ยม ต)อนรบอยางจรงใจbull Greet guests and co-workers enthusiastically and
bull Every guest has different expectations of what excellent service is and each employee has a unique opportunity to anticipate and meet those expectations
Fill guests request immediately or when they want something done
สนองตอบค3าร)องขอจากแขกทนท และเมอใดกตามทแขกขอ
Make guests feel as if they are your prioritybull ท3าให)แขกมความร)ส4กวา เขาเปนอนดบแรกทเราให)บรการ
Determining Guest Needs
Anticipate and list the potential needs from the groups below
1 Families with small children2 Honeymooning couple3 Guest with disabilities4 Seniors5 Women traveling alone
Activity 2
The supervisor is giving out daily work instructions before being on duty Notice the front office personnel appropriate
body language to indicate his or her understanding Then mark on the checklist
Student A is a supervisor and
Student B is a front office personnel
Activity 2 Checklist
a) Stand straight but not stiff
b) Balance your weight evenly on both feet
c) Your facial expression must match your message
13 Ask questions to confirm understanding
Questioning is very important
Confusion can also occur when it isnrsquot clear what you are asking
whether you are asking for more information or just checking that yoursquove understood what was
said
Ways to ask questions to confirm understanding include lsquoopen endedrsquo questions such as
ldquoSo I print out the address labels first then what do I dordquo
ldquoShould I send the brochures to all the travel agents listed
hererdquo
ldquoSo you want me to store the fruit in the
fridge Is that rightrdquo
I am sorry I do not understanding Can you tell me again
I am sorry Can you explain exactly what you want me to do
Just to be sure you want me tohellip
Exceed Guest ExpectationsbullThe ldquoHometownrdquo newspaperbullFresh Seafood Fruit etcbull5 star service
Sometimes when there is a problem seeking and offering possible solutions to it is very important
Most likely it is the same way as making suggesting
Making suggestion means giving your opinion about what should be done so you often use the same expressions that you use for expressing opinion
4 ขนตอนในการแก)ไขป+ญหาการ)องเรยนของลกค)าFour steps to effectively handle guest complaints
bullรบฟ+งป+ญหา (Listen to the problem)
bullกลาวขอโทษ (Apologize) ความเหนใจEmpathy
bullแก)ไขป+ญหา (Fix the problem)
bullตดตามผล (Follow up)
Role Play Activity
Handling Complaints
Thank youIrsquom sorryhellipI apologize
I empathizehellip
Perhaps we couldhelliporhellip
Is everything to your satisfaction
What are the top 5 complaints from your customers
What are the top 5 complaints from your boss
Activity Itrsquos all about Teamwork and Empathy
Which departmentco-worker should be contacted whenhellip
1 A guest complains that although he used the ldquoDo Not Disturbrsquo sign a room attendant knocked on the door and woke him up
2 A guest complain that cable is out on the TV and hersquos missing the World Cup match
3 The guest complains that their room smells like smoke4 A meeting planner complains the Air Conditioning in the
meeting room is broken
How would you show Empathy Who follows up
Connect all 9 Dots using only 4 straight lines without lifting the ldquopencilrdquo
Connect all 9 Dots using only 4 straight lines without lifting the ldquopencilrdquo
The key comes in realizing that you donrsquot have to stay ldquoinside the boxrdquo
12
3
4
T
E
A
M
ogether
ach
chieves
ore
ldquo I have a dream helliprdquo
Nobody is perfect but a team can
be
Uplift By flying ldquo V rdquo formation the
flock adds 71 to the (each on itrsquos own)
flying range
ldquo I have a dream helliprdquo
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Since service is not something guests can return or exchange their only option is
to complain
bull เพราะงานบรการมใชสงของทแขกจะสามารถคน
หรอเปลยนใหมใด) ดงนนวธเดยวทแขกของเราจะท3าใด)
คอ ค3าบน และ ร)องท$กข
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Additional Pointsขอแนะนา
bull Guests want a total quality experience not isolated pockets of excellence Work together as a team to resolve guest problems and deliver the best service possible
What are guest expectations (6) and how do we satisfy them
Slide 90
Slide 91
รปลกษณทดเปนมออาชพ Professional Appearance
Professional Appearance
Slide 94
ความเปนมตร Friendliness
Friendliness
Slide 97
อธยาศย Courtesy
Courtesy อธยาศย
Slide 100
ความเหนใจ Empathy
Empathy
Slide 103
ความรบผดชอบ Responsiveness
Responsiveness ความรบผดชอบ
Slide 106
ความยดหยน Flexibility
Flexibility ความ ยดหยด
Slide 109
Slide 110
Is the Tourism Industry right for you
Slide 112
Slide 113
Qualities Well Organized Good Strategic Planning Skills
Accommodations sector
Slide 116
Qualities Good with figures stats numbers Punctual Ethical
Slide 118
Slide 119
Qualities Good Problem Solving skills Likes completing projects
Property Management
Slide 122
Qualities SEXY NAUGHTY Bitchy
Slide 124
The Spirit of Hospitality Part 2 Delivering Quality Service
Delivering Quality Guest Service การมอบงานบรการทเปยมคณภา
Slide 127
การอานแขกใหออกแปลวาอะไร What does it mean to lsquoReadrsquo a guest
Slide 129
A few more points ขอแนะนำ
Additional Points ขอเพมเตม
Fill guests request immediately or when they want something d
Determining Guest Needs
Slide 134
Slide 135
Slide 136
Slide 137
Slide 138
Slide 139
Sometimes when there is a problem seeking and offering possibl
4 ขนตอนในการแกไขปญหาการองเรยนของลกคา Four steps to effe (2)
Slide 142
Activity Itrsquos all about Teamwork and Empathy
Slide 144
Connect all 9 Dots using only 4 straight lines without lifting
Connect all 9 Dots using only 4 straight lines without lifting (2)
Slide 147
Slide 148
การพฒนาคณภาพการบรการ Improving Service Quality
Since service is not something guests can return or exchange t
การพฒนาคณภาพการบรการ Improving Service Quality (2)
Additional Points ขอแนะนำ
Yes We Can
Slide 154
Honolulu Hawaii
Slide 156
Slide 157
Slide 158
What are other training ideas for your departmental team member
Work in groups
Cross Departmental Training (Weekly)
Yes We Can (2)
Slide 163
Slide 164
Slide 165
Slide 166
Slide 167
Slide 168
Build relationship By asking questions
Identify wants and needsWants is something that a guest may like but not need Needs are the essentials
Making the Sales PresentationIdentify the OpportunitiesRecommend dishes or sidesGive the guest choicesDonrsquot pushMention a unique feature of the product
Use Descriptive WordsSpeak with Confidence
ExcellentFreshly
prepared
Delicous
Home made
Really Good
Refreshing Local
Read the body language of the guest not interested then change the recommendations suggest something else
Asking for the Sale
Asking the guest if the would like to order the recommended dish
Reassure the Guest of the Choice they made
Objections
Donrsquot take it Personally if the guest says no to the sale
>
Following Up
Check back after everyone has a chance to take a bite hellipIs the guest satisfied
Thank the guest
Offer slow moving but profitable items
Consider availability
Suggest beverages to go with their meal
Offer House Specials
Offer seconds
Suggest juices and smoothies
Letrsquos Role Play
3 customers team member
You must Up-sell to every customer
Role Play Rules
bull Customers must ask 2 questions about the menuproperty
bull Team members need to make different suggestions to each customer
Upselling for
Front OfficePresented by
Aj Scott
April 212011
>
No I am not
Aj Scott Michael Smith
The Spirit of HospitalityPresented by
Aj Scott
April 2011
>
SCOTT
Activity- IntroductionsIntroducing yourselfIntroduce two people to each other
Hello my name ishellipIrsquom fromhellip
Khun A I would like you to meet Khun B Khun B I would like you to meet Khun A
Different greetings for
1 Families with small children2 Honeymooning couple3 Guest with disabilities4 Seniors5 Women traveling alone
What do guests expect from the staff when they enter a business
ท3าให)แขกได)รบความพ4งพอใจหรอท3าเกนคาดMeet or Exceed Guest Expectation
Professional Appearancebull Maintain a neat professional well groomed appearance ดแลตนเองใหดด แตงกายปราณต สะอาด และเหมาะสมbull Wear a clean proper uniformbull สวมเคร+องแบบถกตอง และสะอาด
What words do you use when talking about Professional
Appearance
ความเปนมตรFriendliness
Friendliness
bull Smile ยม ต)อนรบอยางจรงใจbull Greet guests and co-workers enthusiastically and
bull Every guest has different expectations of what excellent service is and each employee has a unique opportunity to anticipate and meet those expectations
Fill guests request immediately or when they want something done
สนองตอบค3าร)องขอจากแขกทนท และเมอใดกตามทแขกขอ
Make guests feel as if they are your prioritybull ท3าให)แขกมความร)ส4กวา เขาเปนอนดบแรกทเราให)บรการ
Determining Guest Needs
Anticipate and list the potential needs from the groups below
1 Families with small children2 Honeymooning couple3 Guest with disabilities4 Seniors5 Women traveling alone
Activity 2
The supervisor is giving out daily work instructions before being on duty Notice the front office personnel appropriate
body language to indicate his or her understanding Then mark on the checklist
Student A is a supervisor and
Student B is a front office personnel
Activity 2 Checklist
a) Stand straight but not stiff
b) Balance your weight evenly on both feet
c) Your facial expression must match your message
13 Ask questions to confirm understanding
Questioning is very important
Confusion can also occur when it isnrsquot clear what you are asking
whether you are asking for more information or just checking that yoursquove understood what was
said
Ways to ask questions to confirm understanding include lsquoopen endedrsquo questions such as
ldquoSo I print out the address labels first then what do I dordquo
ldquoShould I send the brochures to all the travel agents listed
hererdquo
ldquoSo you want me to store the fruit in the
fridge Is that rightrdquo
I am sorry I do not understanding Can you tell me again
I am sorry Can you explain exactly what you want me to do
Just to be sure you want me tohellip
Exceed Guest ExpectationsbullThe ldquoHometownrdquo newspaperbullFresh Seafood Fruit etcbull5 star service
Sometimes when there is a problem seeking and offering possible solutions to it is very important
Most likely it is the same way as making suggesting
Making suggestion means giving your opinion about what should be done so you often use the same expressions that you use for expressing opinion
4 ขนตอนในการแก)ไขป+ญหาการ)องเรยนของลกค)าFour steps to effectively handle guest complaints
bullรบฟ+งป+ญหา (Listen to the problem)
bullกลาวขอโทษ (Apologize) ความเหนใจEmpathy
bullแก)ไขป+ญหา (Fix the problem)
bullตดตามผล (Follow up)
Role Play Activity
Handling Complaints
Thank youIrsquom sorryhellipI apologize
I empathizehellip
Perhaps we couldhelliporhellip
Is everything to your satisfaction
What are the top 5 complaints from your customers
What are the top 5 complaints from your boss
Activity Itrsquos all about Teamwork and Empathy
Which departmentco-worker should be contacted whenhellip
1 A guest complains that although he used the ldquoDo Not Disturbrsquo sign a room attendant knocked on the door and woke him up
2 A guest complain that cable is out on the TV and hersquos missing the World Cup match
3 The guest complains that their room smells like smoke4 A meeting planner complains the Air Conditioning in the
meeting room is broken
How would you show Empathy Who follows up
Connect all 9 Dots using only 4 straight lines without lifting the ldquopencilrdquo
Connect all 9 Dots using only 4 straight lines without lifting the ldquopencilrdquo
The key comes in realizing that you donrsquot have to stay ldquoinside the boxrdquo
12
3
4
T
E
A
M
ogether
ach
chieves
ore
ldquo I have a dream helliprdquo
Nobody is perfect but a team can
be
Uplift By flying ldquo V rdquo formation the
flock adds 71 to the (each on itrsquos own)
flying range
ldquo I have a dream helliprdquo
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Since service is not something guests can return or exchange their only option is
to complain
bull เพราะงานบรการมใชสงของทแขกจะสามารถคน
หรอเปลยนใหมใด) ดงนนวธเดยวทแขกของเราจะท3าใด)
คอ ค3าบน และ ร)องท$กข
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Additional Pointsขอแนะนา
bull Guests want a total quality experience not isolated pockets of excellence Work together as a team to resolve guest problems and deliver the best service possible
What are guest expectations (6) and how do we satisfy them
Slide 90
Slide 91
รปลกษณทดเปนมออาชพ Professional Appearance
Professional Appearance
Slide 94
ความเปนมตร Friendliness
Friendliness
Slide 97
อธยาศย Courtesy
Courtesy อธยาศย
Slide 100
ความเหนใจ Empathy
Empathy
Slide 103
ความรบผดชอบ Responsiveness
Responsiveness ความรบผดชอบ
Slide 106
ความยดหยน Flexibility
Flexibility ความ ยดหยด
Slide 109
Slide 110
Is the Tourism Industry right for you
Slide 112
Slide 113
Qualities Well Organized Good Strategic Planning Skills
Accommodations sector
Slide 116
Qualities Good with figures stats numbers Punctual Ethical
Slide 118
Slide 119
Qualities Good Problem Solving skills Likes completing projects
Property Management
Slide 122
Qualities SEXY NAUGHTY Bitchy
Slide 124
The Spirit of Hospitality Part 2 Delivering Quality Service
Delivering Quality Guest Service การมอบงานบรการทเปยมคณภา
Slide 127
การอานแขกใหออกแปลวาอะไร What does it mean to lsquoReadrsquo a guest
Slide 129
A few more points ขอแนะนำ
Additional Points ขอเพมเตม
Fill guests request immediately or when they want something d
Determining Guest Needs
Slide 134
Slide 135
Slide 136
Slide 137
Slide 138
Slide 139
Sometimes when there is a problem seeking and offering possibl
4 ขนตอนในการแกไขปญหาการองเรยนของลกคา Four steps to effe (2)
Slide 142
Activity Itrsquos all about Teamwork and Empathy
Slide 144
Connect all 9 Dots using only 4 straight lines without lifting
Connect all 9 Dots using only 4 straight lines without lifting (2)
Slide 147
Slide 148
การพฒนาคณภาพการบรการ Improving Service Quality
Since service is not something guests can return or exchange t
การพฒนาคณภาพการบรการ Improving Service Quality (2)
Additional Points ขอแนะนำ
Yes We Can
Slide 154
Honolulu Hawaii
Slide 156
Slide 157
Slide 158
What are other training ideas for your departmental team member
Work in groups
Cross Departmental Training (Weekly)
Yes We Can (2)
Slide 163
Slide 164
Slide 165
Slide 166
Slide 167
Slide 168
Making the Sales PresentationIdentify the OpportunitiesRecommend dishes or sidesGive the guest choicesDonrsquot pushMention a unique feature of the product
Use Descriptive WordsSpeak with Confidence
ExcellentFreshly
prepared
Delicous
Home made
Really Good
Refreshing Local
Read the body language of the guest not interested then change the recommendations suggest something else
Asking for the Sale
Asking the guest if the would like to order the recommended dish
Reassure the Guest of the Choice they made
Objections
Donrsquot take it Personally if the guest says no to the sale
>
Following Up
Check back after everyone has a chance to take a bite hellipIs the guest satisfied
Thank the guest
Offer slow moving but profitable items
Consider availability
Suggest beverages to go with their meal
Offer House Specials
Offer seconds
Suggest juices and smoothies
Letrsquos Role Play
3 customers team member
You must Up-sell to every customer
Role Play Rules
bull Customers must ask 2 questions about the menuproperty
bull Team members need to make different suggestions to each customer
Upselling for
Front OfficePresented by
Aj Scott
April 212011
>
No I am not
Aj Scott Michael Smith
The Spirit of HospitalityPresented by
Aj Scott
April 2011
>
SCOTT
Activity- IntroductionsIntroducing yourselfIntroduce two people to each other
Hello my name ishellipIrsquom fromhellip
Khun A I would like you to meet Khun B Khun B I would like you to meet Khun A
Different greetings for
1 Families with small children2 Honeymooning couple3 Guest with disabilities4 Seniors5 Women traveling alone
What do guests expect from the staff when they enter a business
ท3าให)แขกได)รบความพ4งพอใจหรอท3าเกนคาดMeet or Exceed Guest Expectation
Professional Appearancebull Maintain a neat professional well groomed appearance ดแลตนเองใหดด แตงกายปราณต สะอาด และเหมาะสมbull Wear a clean proper uniformbull สวมเคร+องแบบถกตอง และสะอาด
What words do you use when talking about Professional
Appearance
ความเปนมตรFriendliness
Friendliness
bull Smile ยม ต)อนรบอยางจรงใจbull Greet guests and co-workers enthusiastically and
bull Every guest has different expectations of what excellent service is and each employee has a unique opportunity to anticipate and meet those expectations
Fill guests request immediately or when they want something done
สนองตอบค3าร)องขอจากแขกทนท และเมอใดกตามทแขกขอ
Make guests feel as if they are your prioritybull ท3าให)แขกมความร)ส4กวา เขาเปนอนดบแรกทเราให)บรการ
Determining Guest Needs
Anticipate and list the potential needs from the groups below
1 Families with small children2 Honeymooning couple3 Guest with disabilities4 Seniors5 Women traveling alone
Activity 2
The supervisor is giving out daily work instructions before being on duty Notice the front office personnel appropriate
body language to indicate his or her understanding Then mark on the checklist
Student A is a supervisor and
Student B is a front office personnel
Activity 2 Checklist
a) Stand straight but not stiff
b) Balance your weight evenly on both feet
c) Your facial expression must match your message
13 Ask questions to confirm understanding
Questioning is very important
Confusion can also occur when it isnrsquot clear what you are asking
whether you are asking for more information or just checking that yoursquove understood what was
said
Ways to ask questions to confirm understanding include lsquoopen endedrsquo questions such as
ldquoSo I print out the address labels first then what do I dordquo
ldquoShould I send the brochures to all the travel agents listed
hererdquo
ldquoSo you want me to store the fruit in the
fridge Is that rightrdquo
I am sorry I do not understanding Can you tell me again
I am sorry Can you explain exactly what you want me to do
Just to be sure you want me tohellip
Exceed Guest ExpectationsbullThe ldquoHometownrdquo newspaperbullFresh Seafood Fruit etcbull5 star service
Sometimes when there is a problem seeking and offering possible solutions to it is very important
Most likely it is the same way as making suggesting
Making suggestion means giving your opinion about what should be done so you often use the same expressions that you use for expressing opinion
4 ขนตอนในการแก)ไขป+ญหาการ)องเรยนของลกค)าFour steps to effectively handle guest complaints
bullรบฟ+งป+ญหา (Listen to the problem)
bullกลาวขอโทษ (Apologize) ความเหนใจEmpathy
bullแก)ไขป+ญหา (Fix the problem)
bullตดตามผล (Follow up)
Role Play Activity
Handling Complaints
Thank youIrsquom sorryhellipI apologize
I empathizehellip
Perhaps we couldhelliporhellip
Is everything to your satisfaction
What are the top 5 complaints from your customers
What are the top 5 complaints from your boss
Activity Itrsquos all about Teamwork and Empathy
Which departmentco-worker should be contacted whenhellip
1 A guest complains that although he used the ldquoDo Not Disturbrsquo sign a room attendant knocked on the door and woke him up
2 A guest complain that cable is out on the TV and hersquos missing the World Cup match
3 The guest complains that their room smells like smoke4 A meeting planner complains the Air Conditioning in the
meeting room is broken
How would you show Empathy Who follows up
Connect all 9 Dots using only 4 straight lines without lifting the ldquopencilrdquo
Connect all 9 Dots using only 4 straight lines without lifting the ldquopencilrdquo
The key comes in realizing that you donrsquot have to stay ldquoinside the boxrdquo
12
3
4
T
E
A
M
ogether
ach
chieves
ore
ldquo I have a dream helliprdquo
Nobody is perfect but a team can
be
Uplift By flying ldquo V rdquo formation the
flock adds 71 to the (each on itrsquos own)
flying range
ldquo I have a dream helliprdquo
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Since service is not something guests can return or exchange their only option is
to complain
bull เพราะงานบรการมใชสงของทแขกจะสามารถคน
หรอเปลยนใหมใด) ดงนนวธเดยวทแขกของเราจะท3าใด)
คอ ค3าบน และ ร)องท$กข
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Additional Pointsขอแนะนา
bull Guests want a total quality experience not isolated pockets of excellence Work together as a team to resolve guest problems and deliver the best service possible
Professional Appearancebull Maintain a neat professional well groomed appearance ดแลตนเองใหดด แตงกายปราณต สะอาด และเหมาะสมbull Wear a clean proper uniformbull สวมเคร+องแบบถกตอง และสะอาด
What words do you use when talking about Professional
Appearance
ความเปนมตรFriendliness
Friendliness
bull Smile ยม ต)อนรบอยางจรงใจbull Greet guests and co-workers enthusiastically and
bull Every guest has different expectations of what excellent service is and each employee has a unique opportunity to anticipate and meet those expectations
Fill guests request immediately or when they want something done
สนองตอบค3าร)องขอจากแขกทนท และเมอใดกตามทแขกขอ
Make guests feel as if they are your prioritybull ท3าให)แขกมความร)ส4กวา เขาเปนอนดบแรกทเราให)บรการ
Determining Guest Needs
Anticipate and list the potential needs from the groups below
1 Families with small children2 Honeymooning couple3 Guest with disabilities4 Seniors5 Women traveling alone
Activity 2
The supervisor is giving out daily work instructions before being on duty Notice the front office personnel appropriate
body language to indicate his or her understanding Then mark on the checklist
Student A is a supervisor and
Student B is a front office personnel
Activity 2 Checklist
a) Stand straight but not stiff
b) Balance your weight evenly on both feet
c) Your facial expression must match your message
13 Ask questions to confirm understanding
Questioning is very important
Confusion can also occur when it isnrsquot clear what you are asking
whether you are asking for more information or just checking that yoursquove understood what was
said
Ways to ask questions to confirm understanding include lsquoopen endedrsquo questions such as
ldquoSo I print out the address labels first then what do I dordquo
ldquoShould I send the brochures to all the travel agents listed
hererdquo
ldquoSo you want me to store the fruit in the
fridge Is that rightrdquo
I am sorry I do not understanding Can you tell me again
I am sorry Can you explain exactly what you want me to do
Just to be sure you want me tohellip
Exceed Guest ExpectationsbullThe ldquoHometownrdquo newspaperbullFresh Seafood Fruit etcbull5 star service
Sometimes when there is a problem seeking and offering possible solutions to it is very important
Most likely it is the same way as making suggesting
Making suggestion means giving your opinion about what should be done so you often use the same expressions that you use for expressing opinion
4 ขนตอนในการแก)ไขป+ญหาการ)องเรยนของลกค)าFour steps to effectively handle guest complaints
bullรบฟ+งป+ญหา (Listen to the problem)
bullกลาวขอโทษ (Apologize) ความเหนใจEmpathy
bullแก)ไขป+ญหา (Fix the problem)
bullตดตามผล (Follow up)
Role Play Activity
Handling Complaints
Thank youIrsquom sorryhellipI apologize
I empathizehellip
Perhaps we couldhelliporhellip
Is everything to your satisfaction
What are the top 5 complaints from your customers
What are the top 5 complaints from your boss
Activity Itrsquos all about Teamwork and Empathy
Which departmentco-worker should be contacted whenhellip
1 A guest complains that although he used the ldquoDo Not Disturbrsquo sign a room attendant knocked on the door and woke him up
2 A guest complain that cable is out on the TV and hersquos missing the World Cup match
3 The guest complains that their room smells like smoke4 A meeting planner complains the Air Conditioning in the
meeting room is broken
How would you show Empathy Who follows up
Connect all 9 Dots using only 4 straight lines without lifting the ldquopencilrdquo
Connect all 9 Dots using only 4 straight lines without lifting the ldquopencilrdquo
The key comes in realizing that you donrsquot have to stay ldquoinside the boxrdquo
12
3
4
T
E
A
M
ogether
ach
chieves
ore
ldquo I have a dream helliprdquo
Nobody is perfect but a team can
be
Uplift By flying ldquo V rdquo formation the
flock adds 71 to the (each on itrsquos own)
flying range
ldquo I have a dream helliprdquo
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Since service is not something guests can return or exchange their only option is
to complain
bull เพราะงานบรการมใชสงของทแขกจะสามารถคน
หรอเปลยนใหมใด) ดงนนวธเดยวทแขกของเราจะท3าใด)
คอ ค3าบน และ ร)องท$กข
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Additional Pointsขอแนะนา
bull Guests want a total quality experience not isolated pockets of excellence Work together as a team to resolve guest problems and deliver the best service possible
Professional Appearancebull Maintain a neat professional well groomed appearance ดแลตนเองใหดด แตงกายปราณต สะอาด และเหมาะสมbull Wear a clean proper uniformbull สวมเคร+องแบบถกตอง และสะอาด
What words do you use when talking about Professional
Appearance
ความเปนมตรFriendliness
Friendliness
bull Smile ยม ต)อนรบอยางจรงใจbull Greet guests and co-workers enthusiastically and
bull Every guest has different expectations of what excellent service is and each employee has a unique opportunity to anticipate and meet those expectations
Fill guests request immediately or when they want something done
สนองตอบค3าร)องขอจากแขกทนท และเมอใดกตามทแขกขอ
Make guests feel as if they are your prioritybull ท3าให)แขกมความร)ส4กวา เขาเปนอนดบแรกทเราให)บรการ
Determining Guest Needs
Anticipate and list the potential needs from the groups below
1 Families with small children2 Honeymooning couple3 Guest with disabilities4 Seniors5 Women traveling alone
Activity 2
The supervisor is giving out daily work instructions before being on duty Notice the front office personnel appropriate
body language to indicate his or her understanding Then mark on the checklist
Student A is a supervisor and
Student B is a front office personnel
Activity 2 Checklist
a) Stand straight but not stiff
b) Balance your weight evenly on both feet
c) Your facial expression must match your message
13 Ask questions to confirm understanding
Questioning is very important
Confusion can also occur when it isnrsquot clear what you are asking
whether you are asking for more information or just checking that yoursquove understood what was
said
Ways to ask questions to confirm understanding include lsquoopen endedrsquo questions such as
ldquoSo I print out the address labels first then what do I dordquo
ldquoShould I send the brochures to all the travel agents listed
hererdquo
ldquoSo you want me to store the fruit in the
fridge Is that rightrdquo
I am sorry I do not understanding Can you tell me again
I am sorry Can you explain exactly what you want me to do
Just to be sure you want me tohellip
Exceed Guest ExpectationsbullThe ldquoHometownrdquo newspaperbullFresh Seafood Fruit etcbull5 star service
Sometimes when there is a problem seeking and offering possible solutions to it is very important
Most likely it is the same way as making suggesting
Making suggestion means giving your opinion about what should be done so you often use the same expressions that you use for expressing opinion
4 ขนตอนในการแก)ไขป+ญหาการ)องเรยนของลกค)าFour steps to effectively handle guest complaints
bullรบฟ+งป+ญหา (Listen to the problem)
bullกลาวขอโทษ (Apologize) ความเหนใจEmpathy
bullแก)ไขป+ญหา (Fix the problem)
bullตดตามผล (Follow up)
Role Play Activity
Handling Complaints
Thank youIrsquom sorryhellipI apologize
I empathizehellip
Perhaps we couldhelliporhellip
Is everything to your satisfaction
What are the top 5 complaints from your customers
What are the top 5 complaints from your boss
Activity Itrsquos all about Teamwork and Empathy
Which departmentco-worker should be contacted whenhellip
1 A guest complains that although he used the ldquoDo Not Disturbrsquo sign a room attendant knocked on the door and woke him up
2 A guest complain that cable is out on the TV and hersquos missing the World Cup match
3 The guest complains that their room smells like smoke4 A meeting planner complains the Air Conditioning in the
meeting room is broken
How would you show Empathy Who follows up
Connect all 9 Dots using only 4 straight lines without lifting the ldquopencilrdquo
Connect all 9 Dots using only 4 straight lines without lifting the ldquopencilrdquo
The key comes in realizing that you donrsquot have to stay ldquoinside the boxrdquo
12
3
4
T
E
A
M
ogether
ach
chieves
ore
ldquo I have a dream helliprdquo
Nobody is perfect but a team can
be
Uplift By flying ldquo V rdquo formation the
flock adds 71 to the (each on itrsquos own)
flying range
ldquo I have a dream helliprdquo
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Since service is not something guests can return or exchange their only option is
to complain
bull เพราะงานบรการมใชสงของทแขกจะสามารถคน
หรอเปลยนใหมใด) ดงนนวธเดยวทแขกของเราจะท3าใด)
คอ ค3าบน และ ร)องท$กข
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Additional Pointsขอแนะนา
bull Guests want a total quality experience not isolated pockets of excellence Work together as a team to resolve guest problems and deliver the best service possible
Professional Appearancebull Maintain a neat professional well groomed appearance ดแลตนเองใหดด แตงกายปราณต สะอาด และเหมาะสมbull Wear a clean proper uniformbull สวมเคร+องแบบถกตอง และสะอาด
What words do you use when talking about Professional
Appearance
ความเปนมตรFriendliness
Friendliness
bull Smile ยม ต)อนรบอยางจรงใจbull Greet guests and co-workers enthusiastically and
bull Every guest has different expectations of what excellent service is and each employee has a unique opportunity to anticipate and meet those expectations
Fill guests request immediately or when they want something done
สนองตอบค3าร)องขอจากแขกทนท และเมอใดกตามทแขกขอ
Make guests feel as if they are your prioritybull ท3าให)แขกมความร)ส4กวา เขาเปนอนดบแรกทเราให)บรการ
Determining Guest Needs
Anticipate and list the potential needs from the groups below
1 Families with small children2 Honeymooning couple3 Guest with disabilities4 Seniors5 Women traveling alone
Activity 2
The supervisor is giving out daily work instructions before being on duty Notice the front office personnel appropriate
body language to indicate his or her understanding Then mark on the checklist
Student A is a supervisor and
Student B is a front office personnel
Activity 2 Checklist
a) Stand straight but not stiff
b) Balance your weight evenly on both feet
c) Your facial expression must match your message
13 Ask questions to confirm understanding
Questioning is very important
Confusion can also occur when it isnrsquot clear what you are asking
whether you are asking for more information or just checking that yoursquove understood what was
said
Ways to ask questions to confirm understanding include lsquoopen endedrsquo questions such as
ldquoSo I print out the address labels first then what do I dordquo
ldquoShould I send the brochures to all the travel agents listed
hererdquo
ldquoSo you want me to store the fruit in the
fridge Is that rightrdquo
I am sorry I do not understanding Can you tell me again
I am sorry Can you explain exactly what you want me to do
Just to be sure you want me tohellip
Exceed Guest ExpectationsbullThe ldquoHometownrdquo newspaperbullFresh Seafood Fruit etcbull5 star service
Sometimes when there is a problem seeking and offering possible solutions to it is very important
Most likely it is the same way as making suggesting
Making suggestion means giving your opinion about what should be done so you often use the same expressions that you use for expressing opinion
4 ขนตอนในการแก)ไขป+ญหาการ)องเรยนของลกค)าFour steps to effectively handle guest complaints
bullรบฟ+งป+ญหา (Listen to the problem)
bullกลาวขอโทษ (Apologize) ความเหนใจEmpathy
bullแก)ไขป+ญหา (Fix the problem)
bullตดตามผล (Follow up)
Role Play Activity
Handling Complaints
Thank youIrsquom sorryhellipI apologize
I empathizehellip
Perhaps we couldhelliporhellip
Is everything to your satisfaction
What are the top 5 complaints from your customers
What are the top 5 complaints from your boss
Activity Itrsquos all about Teamwork and Empathy
Which departmentco-worker should be contacted whenhellip
1 A guest complains that although he used the ldquoDo Not Disturbrsquo sign a room attendant knocked on the door and woke him up
2 A guest complain that cable is out on the TV and hersquos missing the World Cup match
3 The guest complains that their room smells like smoke4 A meeting planner complains the Air Conditioning in the
meeting room is broken
How would you show Empathy Who follows up
Connect all 9 Dots using only 4 straight lines without lifting the ldquopencilrdquo
Connect all 9 Dots using only 4 straight lines without lifting the ldquopencilrdquo
The key comes in realizing that you donrsquot have to stay ldquoinside the boxrdquo
12
3
4
T
E
A
M
ogether
ach
chieves
ore
ldquo I have a dream helliprdquo
Nobody is perfect but a team can
be
Uplift By flying ldquo V rdquo formation the
flock adds 71 to the (each on itrsquos own)
flying range
ldquo I have a dream helliprdquo
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Since service is not something guests can return or exchange their only option is
to complain
bull เพราะงานบรการมใชสงของทแขกจะสามารถคน
หรอเปลยนใหมใด) ดงนนวธเดยวทแขกของเราจะท3าใด)
คอ ค3าบน และ ร)องท$กข
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Additional Pointsขอแนะนา
bull Guests want a total quality experience not isolated pockets of excellence Work together as a team to resolve guest problems and deliver the best service possible
Professional Appearancebull Maintain a neat professional well groomed appearance ดแลตนเองใหดด แตงกายปราณต สะอาด และเหมาะสมbull Wear a clean proper uniformbull สวมเคร+องแบบถกตอง และสะอาด
What words do you use when talking about Professional
Appearance
ความเปนมตรFriendliness
Friendliness
bull Smile ยม ต)อนรบอยางจรงใจbull Greet guests and co-workers enthusiastically and
bull Every guest has different expectations of what excellent service is and each employee has a unique opportunity to anticipate and meet those expectations
Fill guests request immediately or when they want something done
สนองตอบค3าร)องขอจากแขกทนท และเมอใดกตามทแขกขอ
Make guests feel as if they are your prioritybull ท3าให)แขกมความร)ส4กวา เขาเปนอนดบแรกทเราให)บรการ
Determining Guest Needs
Anticipate and list the potential needs from the groups below
1 Families with small children2 Honeymooning couple3 Guest with disabilities4 Seniors5 Women traveling alone
Activity 2
The supervisor is giving out daily work instructions before being on duty Notice the front office personnel appropriate
body language to indicate his or her understanding Then mark on the checklist
Student A is a supervisor and
Student B is a front office personnel
Activity 2 Checklist
a) Stand straight but not stiff
b) Balance your weight evenly on both feet
c) Your facial expression must match your message
13 Ask questions to confirm understanding
Questioning is very important
Confusion can also occur when it isnrsquot clear what you are asking
whether you are asking for more information or just checking that yoursquove understood what was
said
Ways to ask questions to confirm understanding include lsquoopen endedrsquo questions such as
ldquoSo I print out the address labels first then what do I dordquo
ldquoShould I send the brochures to all the travel agents listed
hererdquo
ldquoSo you want me to store the fruit in the
fridge Is that rightrdquo
I am sorry I do not understanding Can you tell me again
I am sorry Can you explain exactly what you want me to do
Just to be sure you want me tohellip
Exceed Guest ExpectationsbullThe ldquoHometownrdquo newspaperbullFresh Seafood Fruit etcbull5 star service
Sometimes when there is a problem seeking and offering possible solutions to it is very important
Most likely it is the same way as making suggesting
Making suggestion means giving your opinion about what should be done so you often use the same expressions that you use for expressing opinion
4 ขนตอนในการแก)ไขป+ญหาการ)องเรยนของลกค)าFour steps to effectively handle guest complaints
bullรบฟ+งป+ญหา (Listen to the problem)
bullกลาวขอโทษ (Apologize) ความเหนใจEmpathy
bullแก)ไขป+ญหา (Fix the problem)
bullตดตามผล (Follow up)
Role Play Activity
Handling Complaints
Thank youIrsquom sorryhellipI apologize
I empathizehellip
Perhaps we couldhelliporhellip
Is everything to your satisfaction
What are the top 5 complaints from your customers
What are the top 5 complaints from your boss
Activity Itrsquos all about Teamwork and Empathy
Which departmentco-worker should be contacted whenhellip
1 A guest complains that although he used the ldquoDo Not Disturbrsquo sign a room attendant knocked on the door and woke him up
2 A guest complain that cable is out on the TV and hersquos missing the World Cup match
3 The guest complains that their room smells like smoke4 A meeting planner complains the Air Conditioning in the
meeting room is broken
How would you show Empathy Who follows up
Connect all 9 Dots using only 4 straight lines without lifting the ldquopencilrdquo
Connect all 9 Dots using only 4 straight lines without lifting the ldquopencilrdquo
The key comes in realizing that you donrsquot have to stay ldquoinside the boxrdquo
12
3
4
T
E
A
M
ogether
ach
chieves
ore
ldquo I have a dream helliprdquo
Nobody is perfect but a team can
be
Uplift By flying ldquo V rdquo formation the
flock adds 71 to the (each on itrsquos own)
flying range
ldquo I have a dream helliprdquo
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Since service is not something guests can return or exchange their only option is
to complain
bull เพราะงานบรการมใชสงของทแขกจะสามารถคน
หรอเปลยนใหมใด) ดงนนวธเดยวทแขกของเราจะท3าใด)
คอ ค3าบน และ ร)องท$กข
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Additional Pointsขอแนะนา
bull Guests want a total quality experience not isolated pockets of excellence Work together as a team to resolve guest problems and deliver the best service possible
Professional Appearancebull Maintain a neat professional well groomed appearance ดแลตนเองใหดด แตงกายปราณต สะอาด และเหมาะสมbull Wear a clean proper uniformbull สวมเคร+องแบบถกตอง และสะอาด
What words do you use when talking about Professional
Appearance
ความเปนมตรFriendliness
Friendliness
bull Smile ยม ต)อนรบอยางจรงใจbull Greet guests and co-workers enthusiastically and
bull Every guest has different expectations of what excellent service is and each employee has a unique opportunity to anticipate and meet those expectations
Fill guests request immediately or when they want something done
สนองตอบค3าร)องขอจากแขกทนท และเมอใดกตามทแขกขอ
Make guests feel as if they are your prioritybull ท3าให)แขกมความร)ส4กวา เขาเปนอนดบแรกทเราให)บรการ
Determining Guest Needs
Anticipate and list the potential needs from the groups below
1 Families with small children2 Honeymooning couple3 Guest with disabilities4 Seniors5 Women traveling alone
Activity 2
The supervisor is giving out daily work instructions before being on duty Notice the front office personnel appropriate
body language to indicate his or her understanding Then mark on the checklist
Student A is a supervisor and
Student B is a front office personnel
Activity 2 Checklist
a) Stand straight but not stiff
b) Balance your weight evenly on both feet
c) Your facial expression must match your message
13 Ask questions to confirm understanding
Questioning is very important
Confusion can also occur when it isnrsquot clear what you are asking
whether you are asking for more information or just checking that yoursquove understood what was
said
Ways to ask questions to confirm understanding include lsquoopen endedrsquo questions such as
ldquoSo I print out the address labels first then what do I dordquo
ldquoShould I send the brochures to all the travel agents listed
hererdquo
ldquoSo you want me to store the fruit in the
fridge Is that rightrdquo
I am sorry I do not understanding Can you tell me again
I am sorry Can you explain exactly what you want me to do
Just to be sure you want me tohellip
Exceed Guest ExpectationsbullThe ldquoHometownrdquo newspaperbullFresh Seafood Fruit etcbull5 star service
Sometimes when there is a problem seeking and offering possible solutions to it is very important
Most likely it is the same way as making suggesting
Making suggestion means giving your opinion about what should be done so you often use the same expressions that you use for expressing opinion
4 ขนตอนในการแก)ไขป+ญหาการ)องเรยนของลกค)าFour steps to effectively handle guest complaints
bullรบฟ+งป+ญหา (Listen to the problem)
bullกลาวขอโทษ (Apologize) ความเหนใจEmpathy
bullแก)ไขป+ญหา (Fix the problem)
bullตดตามผล (Follow up)
Role Play Activity
Handling Complaints
Thank youIrsquom sorryhellipI apologize
I empathizehellip
Perhaps we couldhelliporhellip
Is everything to your satisfaction
What are the top 5 complaints from your customers
What are the top 5 complaints from your boss
Activity Itrsquos all about Teamwork and Empathy
Which departmentco-worker should be contacted whenhellip
1 A guest complains that although he used the ldquoDo Not Disturbrsquo sign a room attendant knocked on the door and woke him up
2 A guest complain that cable is out on the TV and hersquos missing the World Cup match
3 The guest complains that their room smells like smoke4 A meeting planner complains the Air Conditioning in the
meeting room is broken
How would you show Empathy Who follows up
Connect all 9 Dots using only 4 straight lines without lifting the ldquopencilrdquo
Connect all 9 Dots using only 4 straight lines without lifting the ldquopencilrdquo
The key comes in realizing that you donrsquot have to stay ldquoinside the boxrdquo
12
3
4
T
E
A
M
ogether
ach
chieves
ore
ldquo I have a dream helliprdquo
Nobody is perfect but a team can
be
Uplift By flying ldquo V rdquo formation the
flock adds 71 to the (each on itrsquos own)
flying range
ldquo I have a dream helliprdquo
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Since service is not something guests can return or exchange their only option is
to complain
bull เพราะงานบรการมใชสงของทแขกจะสามารถคน
หรอเปลยนใหมใด) ดงนนวธเดยวทแขกของเราจะท3าใด)
คอ ค3าบน และ ร)องท$กข
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Additional Pointsขอแนะนา
bull Guests want a total quality experience not isolated pockets of excellence Work together as a team to resolve guest problems and deliver the best service possible
Professional Appearancebull Maintain a neat professional well groomed appearance ดแลตนเองใหดด แตงกายปราณต สะอาด และเหมาะสมbull Wear a clean proper uniformbull สวมเคร+องแบบถกตอง และสะอาด
What words do you use when talking about Professional
Appearance
ความเปนมตรFriendliness
Friendliness
bull Smile ยม ต)อนรบอยางจรงใจbull Greet guests and co-workers enthusiastically and
bull Every guest has different expectations of what excellent service is and each employee has a unique opportunity to anticipate and meet those expectations
Fill guests request immediately or when they want something done
สนองตอบค3าร)องขอจากแขกทนท และเมอใดกตามทแขกขอ
Make guests feel as if they are your prioritybull ท3าให)แขกมความร)ส4กวา เขาเปนอนดบแรกทเราให)บรการ
Determining Guest Needs
Anticipate and list the potential needs from the groups below
1 Families with small children2 Honeymooning couple3 Guest with disabilities4 Seniors5 Women traveling alone
Activity 2
The supervisor is giving out daily work instructions before being on duty Notice the front office personnel appropriate
body language to indicate his or her understanding Then mark on the checklist
Student A is a supervisor and
Student B is a front office personnel
Activity 2 Checklist
a) Stand straight but not stiff
b) Balance your weight evenly on both feet
c) Your facial expression must match your message
13 Ask questions to confirm understanding
Questioning is very important
Confusion can also occur when it isnrsquot clear what you are asking
whether you are asking for more information or just checking that yoursquove understood what was
said
Ways to ask questions to confirm understanding include lsquoopen endedrsquo questions such as
ldquoSo I print out the address labels first then what do I dordquo
ldquoShould I send the brochures to all the travel agents listed
hererdquo
ldquoSo you want me to store the fruit in the
fridge Is that rightrdquo
I am sorry I do not understanding Can you tell me again
I am sorry Can you explain exactly what you want me to do
Just to be sure you want me tohellip
Exceed Guest ExpectationsbullThe ldquoHometownrdquo newspaperbullFresh Seafood Fruit etcbull5 star service
Sometimes when there is a problem seeking and offering possible solutions to it is very important
Most likely it is the same way as making suggesting
Making suggestion means giving your opinion about what should be done so you often use the same expressions that you use for expressing opinion
4 ขนตอนในการแก)ไขป+ญหาการ)องเรยนของลกค)าFour steps to effectively handle guest complaints
bullรบฟ+งป+ญหา (Listen to the problem)
bullกลาวขอโทษ (Apologize) ความเหนใจEmpathy
bullแก)ไขป+ญหา (Fix the problem)
bullตดตามผล (Follow up)
Role Play Activity
Handling Complaints
Thank youIrsquom sorryhellipI apologize
I empathizehellip
Perhaps we couldhelliporhellip
Is everything to your satisfaction
What are the top 5 complaints from your customers
What are the top 5 complaints from your boss
Activity Itrsquos all about Teamwork and Empathy
Which departmentco-worker should be contacted whenhellip
1 A guest complains that although he used the ldquoDo Not Disturbrsquo sign a room attendant knocked on the door and woke him up
2 A guest complain that cable is out on the TV and hersquos missing the World Cup match
3 The guest complains that their room smells like smoke4 A meeting planner complains the Air Conditioning in the
meeting room is broken
How would you show Empathy Who follows up
Connect all 9 Dots using only 4 straight lines without lifting the ldquopencilrdquo
Connect all 9 Dots using only 4 straight lines without lifting the ldquopencilrdquo
The key comes in realizing that you donrsquot have to stay ldquoinside the boxrdquo
12
3
4
T
E
A
M
ogether
ach
chieves
ore
ldquo I have a dream helliprdquo
Nobody is perfect but a team can
be
Uplift By flying ldquo V rdquo formation the
flock adds 71 to the (each on itrsquos own)
flying range
ldquo I have a dream helliprdquo
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Since service is not something guests can return or exchange their only option is
to complain
bull เพราะงานบรการมใชสงของทแขกจะสามารถคน
หรอเปลยนใหมใด) ดงนนวธเดยวทแขกของเราจะท3าใด)
คอ ค3าบน และ ร)องท$กข
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Additional Pointsขอแนะนา
bull Guests want a total quality experience not isolated pockets of excellence Work together as a team to resolve guest problems and deliver the best service possible
Professional Appearancebull Maintain a neat professional well groomed appearance ดแลตนเองใหดด แตงกายปราณต สะอาด และเหมาะสมbull Wear a clean proper uniformbull สวมเคร+องแบบถกตอง และสะอาด
What words do you use when talking about Professional
Appearance
ความเปนมตรFriendliness
Friendliness
bull Smile ยม ต)อนรบอยางจรงใจbull Greet guests and co-workers enthusiastically and
bull Every guest has different expectations of what excellent service is and each employee has a unique opportunity to anticipate and meet those expectations
Fill guests request immediately or when they want something done
สนองตอบค3าร)องขอจากแขกทนท และเมอใดกตามทแขกขอ
Make guests feel as if they are your prioritybull ท3าให)แขกมความร)ส4กวา เขาเปนอนดบแรกทเราให)บรการ
Determining Guest Needs
Anticipate and list the potential needs from the groups below
1 Families with small children2 Honeymooning couple3 Guest with disabilities4 Seniors5 Women traveling alone
Activity 2
The supervisor is giving out daily work instructions before being on duty Notice the front office personnel appropriate
body language to indicate his or her understanding Then mark on the checklist
Student A is a supervisor and
Student B is a front office personnel
Activity 2 Checklist
a) Stand straight but not stiff
b) Balance your weight evenly on both feet
c) Your facial expression must match your message
13 Ask questions to confirm understanding
Questioning is very important
Confusion can also occur when it isnrsquot clear what you are asking
whether you are asking for more information or just checking that yoursquove understood what was
said
Ways to ask questions to confirm understanding include lsquoopen endedrsquo questions such as
ldquoSo I print out the address labels first then what do I dordquo
ldquoShould I send the brochures to all the travel agents listed
hererdquo
ldquoSo you want me to store the fruit in the
fridge Is that rightrdquo
I am sorry I do not understanding Can you tell me again
I am sorry Can you explain exactly what you want me to do
Just to be sure you want me tohellip
Exceed Guest ExpectationsbullThe ldquoHometownrdquo newspaperbullFresh Seafood Fruit etcbull5 star service
Sometimes when there is a problem seeking and offering possible solutions to it is very important
Most likely it is the same way as making suggesting
Making suggestion means giving your opinion about what should be done so you often use the same expressions that you use for expressing opinion
4 ขนตอนในการแก)ไขป+ญหาการ)องเรยนของลกค)าFour steps to effectively handle guest complaints
bullรบฟ+งป+ญหา (Listen to the problem)
bullกลาวขอโทษ (Apologize) ความเหนใจEmpathy
bullแก)ไขป+ญหา (Fix the problem)
bullตดตามผล (Follow up)
Role Play Activity
Handling Complaints
Thank youIrsquom sorryhellipI apologize
I empathizehellip
Perhaps we couldhelliporhellip
Is everything to your satisfaction
What are the top 5 complaints from your customers
What are the top 5 complaints from your boss
Activity Itrsquos all about Teamwork and Empathy
Which departmentco-worker should be contacted whenhellip
1 A guest complains that although he used the ldquoDo Not Disturbrsquo sign a room attendant knocked on the door and woke him up
2 A guest complain that cable is out on the TV and hersquos missing the World Cup match
3 The guest complains that their room smells like smoke4 A meeting planner complains the Air Conditioning in the
meeting room is broken
How would you show Empathy Who follows up
Connect all 9 Dots using only 4 straight lines without lifting the ldquopencilrdquo
Connect all 9 Dots using only 4 straight lines without lifting the ldquopencilrdquo
The key comes in realizing that you donrsquot have to stay ldquoinside the boxrdquo
12
3
4
T
E
A
M
ogether
ach
chieves
ore
ldquo I have a dream helliprdquo
Nobody is perfect but a team can
be
Uplift By flying ldquo V rdquo formation the
flock adds 71 to the (each on itrsquos own)
flying range
ldquo I have a dream helliprdquo
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Since service is not something guests can return or exchange their only option is
to complain
bull เพราะงานบรการมใชสงของทแขกจะสามารถคน
หรอเปลยนใหมใด) ดงนนวธเดยวทแขกของเราจะท3าใด)
คอ ค3าบน และ ร)องท$กข
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Additional Pointsขอแนะนา
bull Guests want a total quality experience not isolated pockets of excellence Work together as a team to resolve guest problems and deliver the best service possible
Professional Appearancebull Maintain a neat professional well groomed appearance ดแลตนเองใหดด แตงกายปราณต สะอาด และเหมาะสมbull Wear a clean proper uniformbull สวมเคร+องแบบถกตอง และสะอาด
What words do you use when talking about Professional
Appearance
ความเปนมตรFriendliness
Friendliness
bull Smile ยม ต)อนรบอยางจรงใจbull Greet guests and co-workers enthusiastically and
bull Every guest has different expectations of what excellent service is and each employee has a unique opportunity to anticipate and meet those expectations
Fill guests request immediately or when they want something done
สนองตอบค3าร)องขอจากแขกทนท และเมอใดกตามทแขกขอ
Make guests feel as if they are your prioritybull ท3าให)แขกมความร)ส4กวา เขาเปนอนดบแรกทเราให)บรการ
Determining Guest Needs
Anticipate and list the potential needs from the groups below
1 Families with small children2 Honeymooning couple3 Guest with disabilities4 Seniors5 Women traveling alone
Activity 2
The supervisor is giving out daily work instructions before being on duty Notice the front office personnel appropriate
body language to indicate his or her understanding Then mark on the checklist
Student A is a supervisor and
Student B is a front office personnel
Activity 2 Checklist
a) Stand straight but not stiff
b) Balance your weight evenly on both feet
c) Your facial expression must match your message
13 Ask questions to confirm understanding
Questioning is very important
Confusion can also occur when it isnrsquot clear what you are asking
whether you are asking for more information or just checking that yoursquove understood what was
said
Ways to ask questions to confirm understanding include lsquoopen endedrsquo questions such as
ldquoSo I print out the address labels first then what do I dordquo
ldquoShould I send the brochures to all the travel agents listed
hererdquo
ldquoSo you want me to store the fruit in the
fridge Is that rightrdquo
I am sorry I do not understanding Can you tell me again
I am sorry Can you explain exactly what you want me to do
Just to be sure you want me tohellip
Exceed Guest ExpectationsbullThe ldquoHometownrdquo newspaperbullFresh Seafood Fruit etcbull5 star service
Sometimes when there is a problem seeking and offering possible solutions to it is very important
Most likely it is the same way as making suggesting
Making suggestion means giving your opinion about what should be done so you often use the same expressions that you use for expressing opinion
4 ขนตอนในการแก)ไขป+ญหาการ)องเรยนของลกค)าFour steps to effectively handle guest complaints
bullรบฟ+งป+ญหา (Listen to the problem)
bullกลาวขอโทษ (Apologize) ความเหนใจEmpathy
bullแก)ไขป+ญหา (Fix the problem)
bullตดตามผล (Follow up)
Role Play Activity
Handling Complaints
Thank youIrsquom sorryhellipI apologize
I empathizehellip
Perhaps we couldhelliporhellip
Is everything to your satisfaction
What are the top 5 complaints from your customers
What are the top 5 complaints from your boss
Activity Itrsquos all about Teamwork and Empathy
Which departmentco-worker should be contacted whenhellip
1 A guest complains that although he used the ldquoDo Not Disturbrsquo sign a room attendant knocked on the door and woke him up
2 A guest complain that cable is out on the TV and hersquos missing the World Cup match
3 The guest complains that their room smells like smoke4 A meeting planner complains the Air Conditioning in the
meeting room is broken
How would you show Empathy Who follows up
Connect all 9 Dots using only 4 straight lines without lifting the ldquopencilrdquo
Connect all 9 Dots using only 4 straight lines without lifting the ldquopencilrdquo
The key comes in realizing that you donrsquot have to stay ldquoinside the boxrdquo
12
3
4
T
E
A
M
ogether
ach
chieves
ore
ldquo I have a dream helliprdquo
Nobody is perfect but a team can
be
Uplift By flying ldquo V rdquo formation the
flock adds 71 to the (each on itrsquos own)
flying range
ldquo I have a dream helliprdquo
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Since service is not something guests can return or exchange their only option is
to complain
bull เพราะงานบรการมใชสงของทแขกจะสามารถคน
หรอเปลยนใหมใด) ดงนนวธเดยวทแขกของเราจะท3าใด)
คอ ค3าบน และ ร)องท$กข
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Additional Pointsขอแนะนา
bull Guests want a total quality experience not isolated pockets of excellence Work together as a team to resolve guest problems and deliver the best service possible
Professional Appearancebull Maintain a neat professional well groomed appearance ดแลตนเองใหดด แตงกายปราณต สะอาด และเหมาะสมbull Wear a clean proper uniformbull สวมเคร+องแบบถกตอง และสะอาด
What words do you use when talking about Professional
Appearance
ความเปนมตรFriendliness
Friendliness
bull Smile ยม ต)อนรบอยางจรงใจbull Greet guests and co-workers enthusiastically and
bull Every guest has different expectations of what excellent service is and each employee has a unique opportunity to anticipate and meet those expectations
Fill guests request immediately or when they want something done
สนองตอบค3าร)องขอจากแขกทนท และเมอใดกตามทแขกขอ
Make guests feel as if they are your prioritybull ท3าให)แขกมความร)ส4กวา เขาเปนอนดบแรกทเราให)บรการ
Determining Guest Needs
Anticipate and list the potential needs from the groups below
1 Families with small children2 Honeymooning couple3 Guest with disabilities4 Seniors5 Women traveling alone
Activity 2
The supervisor is giving out daily work instructions before being on duty Notice the front office personnel appropriate
body language to indicate his or her understanding Then mark on the checklist
Student A is a supervisor and
Student B is a front office personnel
Activity 2 Checklist
a) Stand straight but not stiff
b) Balance your weight evenly on both feet
c) Your facial expression must match your message
13 Ask questions to confirm understanding
Questioning is very important
Confusion can also occur when it isnrsquot clear what you are asking
whether you are asking for more information or just checking that yoursquove understood what was
said
Ways to ask questions to confirm understanding include lsquoopen endedrsquo questions such as
ldquoSo I print out the address labels first then what do I dordquo
ldquoShould I send the brochures to all the travel agents listed
hererdquo
ldquoSo you want me to store the fruit in the
fridge Is that rightrdquo
I am sorry I do not understanding Can you tell me again
I am sorry Can you explain exactly what you want me to do
Just to be sure you want me tohellip
Exceed Guest ExpectationsbullThe ldquoHometownrdquo newspaperbullFresh Seafood Fruit etcbull5 star service
Sometimes when there is a problem seeking and offering possible solutions to it is very important
Most likely it is the same way as making suggesting
Making suggestion means giving your opinion about what should be done so you often use the same expressions that you use for expressing opinion
4 ขนตอนในการแก)ไขป+ญหาการ)องเรยนของลกค)าFour steps to effectively handle guest complaints
bullรบฟ+งป+ญหา (Listen to the problem)
bullกลาวขอโทษ (Apologize) ความเหนใจEmpathy
bullแก)ไขป+ญหา (Fix the problem)
bullตดตามผล (Follow up)
Role Play Activity
Handling Complaints
Thank youIrsquom sorryhellipI apologize
I empathizehellip
Perhaps we couldhelliporhellip
Is everything to your satisfaction
What are the top 5 complaints from your customers
What are the top 5 complaints from your boss
Activity Itrsquos all about Teamwork and Empathy
Which departmentco-worker should be contacted whenhellip
1 A guest complains that although he used the ldquoDo Not Disturbrsquo sign a room attendant knocked on the door and woke him up
2 A guest complain that cable is out on the TV and hersquos missing the World Cup match
3 The guest complains that their room smells like smoke4 A meeting planner complains the Air Conditioning in the
meeting room is broken
How would you show Empathy Who follows up
Connect all 9 Dots using only 4 straight lines without lifting the ldquopencilrdquo
Connect all 9 Dots using only 4 straight lines without lifting the ldquopencilrdquo
The key comes in realizing that you donrsquot have to stay ldquoinside the boxrdquo
12
3
4
T
E
A
M
ogether
ach
chieves
ore
ldquo I have a dream helliprdquo
Nobody is perfect but a team can
be
Uplift By flying ldquo V rdquo formation the
flock adds 71 to the (each on itrsquos own)
flying range
ldquo I have a dream helliprdquo
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Since service is not something guests can return or exchange their only option is
to complain
bull เพราะงานบรการมใชสงของทแขกจะสามารถคน
หรอเปลยนใหมใด) ดงนนวธเดยวทแขกของเราจะท3าใด)
คอ ค3าบน และ ร)องท$กข
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Additional Pointsขอแนะนา
bull Guests want a total quality experience not isolated pockets of excellence Work together as a team to resolve guest problems and deliver the best service possible
Professional Appearancebull Maintain a neat professional well groomed appearance ดแลตนเองใหดด แตงกายปราณต สะอาด และเหมาะสมbull Wear a clean proper uniformbull สวมเคร+องแบบถกตอง และสะอาด
What words do you use when talking about Professional
Appearance
ความเปนมตรFriendliness
Friendliness
bull Smile ยม ต)อนรบอยางจรงใจbull Greet guests and co-workers enthusiastically and
bull Every guest has different expectations of what excellent service is and each employee has a unique opportunity to anticipate and meet those expectations
Fill guests request immediately or when they want something done
สนองตอบค3าร)องขอจากแขกทนท และเมอใดกตามทแขกขอ
Make guests feel as if they are your prioritybull ท3าให)แขกมความร)ส4กวา เขาเปนอนดบแรกทเราให)บรการ
Determining Guest Needs
Anticipate and list the potential needs from the groups below
1 Families with small children2 Honeymooning couple3 Guest with disabilities4 Seniors5 Women traveling alone
Activity 2
The supervisor is giving out daily work instructions before being on duty Notice the front office personnel appropriate
body language to indicate his or her understanding Then mark on the checklist
Student A is a supervisor and
Student B is a front office personnel
Activity 2 Checklist
a) Stand straight but not stiff
b) Balance your weight evenly on both feet
c) Your facial expression must match your message
13 Ask questions to confirm understanding
Questioning is very important
Confusion can also occur when it isnrsquot clear what you are asking
whether you are asking for more information or just checking that yoursquove understood what was
said
Ways to ask questions to confirm understanding include lsquoopen endedrsquo questions such as
ldquoSo I print out the address labels first then what do I dordquo
ldquoShould I send the brochures to all the travel agents listed
hererdquo
ldquoSo you want me to store the fruit in the
fridge Is that rightrdquo
I am sorry I do not understanding Can you tell me again
I am sorry Can you explain exactly what you want me to do
Just to be sure you want me tohellip
Exceed Guest ExpectationsbullThe ldquoHometownrdquo newspaperbullFresh Seafood Fruit etcbull5 star service
Sometimes when there is a problem seeking and offering possible solutions to it is very important
Most likely it is the same way as making suggesting
Making suggestion means giving your opinion about what should be done so you often use the same expressions that you use for expressing opinion
4 ขนตอนในการแก)ไขป+ญหาการ)องเรยนของลกค)าFour steps to effectively handle guest complaints
bullรบฟ+งป+ญหา (Listen to the problem)
bullกลาวขอโทษ (Apologize) ความเหนใจEmpathy
bullแก)ไขป+ญหา (Fix the problem)
bullตดตามผล (Follow up)
Role Play Activity
Handling Complaints
Thank youIrsquom sorryhellipI apologize
I empathizehellip
Perhaps we couldhelliporhellip
Is everything to your satisfaction
What are the top 5 complaints from your customers
What are the top 5 complaints from your boss
Activity Itrsquos all about Teamwork and Empathy
Which departmentco-worker should be contacted whenhellip
1 A guest complains that although he used the ldquoDo Not Disturbrsquo sign a room attendant knocked on the door and woke him up
2 A guest complain that cable is out on the TV and hersquos missing the World Cup match
3 The guest complains that their room smells like smoke4 A meeting planner complains the Air Conditioning in the
meeting room is broken
How would you show Empathy Who follows up
Connect all 9 Dots using only 4 straight lines without lifting the ldquopencilrdquo
Connect all 9 Dots using only 4 straight lines without lifting the ldquopencilrdquo
The key comes in realizing that you donrsquot have to stay ldquoinside the boxrdquo
12
3
4
T
E
A
M
ogether
ach
chieves
ore
ldquo I have a dream helliprdquo
Nobody is perfect but a team can
be
Uplift By flying ldquo V rdquo formation the
flock adds 71 to the (each on itrsquos own)
flying range
ldquo I have a dream helliprdquo
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Since service is not something guests can return or exchange their only option is
to complain
bull เพราะงานบรการมใชสงของทแขกจะสามารถคน
หรอเปลยนใหมใด) ดงนนวธเดยวทแขกของเราจะท3าใด)
คอ ค3าบน และ ร)องท$กข
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Additional Pointsขอแนะนา
bull Guests want a total quality experience not isolated pockets of excellence Work together as a team to resolve guest problems and deliver the best service possible
Professional Appearancebull Maintain a neat professional well groomed appearance ดแลตนเองใหดด แตงกายปราณต สะอาด และเหมาะสมbull Wear a clean proper uniformbull สวมเคร+องแบบถกตอง และสะอาด
What words do you use when talking about Professional
Appearance
ความเปนมตรFriendliness
Friendliness
bull Smile ยม ต)อนรบอยางจรงใจbull Greet guests and co-workers enthusiastically and
bull Every guest has different expectations of what excellent service is and each employee has a unique opportunity to anticipate and meet those expectations
Fill guests request immediately or when they want something done
สนองตอบค3าร)องขอจากแขกทนท และเมอใดกตามทแขกขอ
Make guests feel as if they are your prioritybull ท3าให)แขกมความร)ส4กวา เขาเปนอนดบแรกทเราให)บรการ
Determining Guest Needs
Anticipate and list the potential needs from the groups below
1 Families with small children2 Honeymooning couple3 Guest with disabilities4 Seniors5 Women traveling alone
Activity 2
The supervisor is giving out daily work instructions before being on duty Notice the front office personnel appropriate
body language to indicate his or her understanding Then mark on the checklist
Student A is a supervisor and
Student B is a front office personnel
Activity 2 Checklist
a) Stand straight but not stiff
b) Balance your weight evenly on both feet
c) Your facial expression must match your message
13 Ask questions to confirm understanding
Questioning is very important
Confusion can also occur when it isnrsquot clear what you are asking
whether you are asking for more information or just checking that yoursquove understood what was
said
Ways to ask questions to confirm understanding include lsquoopen endedrsquo questions such as
ldquoSo I print out the address labels first then what do I dordquo
ldquoShould I send the brochures to all the travel agents listed
hererdquo
ldquoSo you want me to store the fruit in the
fridge Is that rightrdquo
I am sorry I do not understanding Can you tell me again
I am sorry Can you explain exactly what you want me to do
Just to be sure you want me tohellip
Exceed Guest ExpectationsbullThe ldquoHometownrdquo newspaperbullFresh Seafood Fruit etcbull5 star service
Sometimes when there is a problem seeking and offering possible solutions to it is very important
Most likely it is the same way as making suggesting
Making suggestion means giving your opinion about what should be done so you often use the same expressions that you use for expressing opinion
4 ขนตอนในการแก)ไขป+ญหาการ)องเรยนของลกค)าFour steps to effectively handle guest complaints
bullรบฟ+งป+ญหา (Listen to the problem)
bullกลาวขอโทษ (Apologize) ความเหนใจEmpathy
bullแก)ไขป+ญหา (Fix the problem)
bullตดตามผล (Follow up)
Role Play Activity
Handling Complaints
Thank youIrsquom sorryhellipI apologize
I empathizehellip
Perhaps we couldhelliporhellip
Is everything to your satisfaction
What are the top 5 complaints from your customers
What are the top 5 complaints from your boss
Activity Itrsquos all about Teamwork and Empathy
Which departmentco-worker should be contacted whenhellip
1 A guest complains that although he used the ldquoDo Not Disturbrsquo sign a room attendant knocked on the door and woke him up
2 A guest complain that cable is out on the TV and hersquos missing the World Cup match
3 The guest complains that their room smells like smoke4 A meeting planner complains the Air Conditioning in the
meeting room is broken
How would you show Empathy Who follows up
Connect all 9 Dots using only 4 straight lines without lifting the ldquopencilrdquo
Connect all 9 Dots using only 4 straight lines without lifting the ldquopencilrdquo
The key comes in realizing that you donrsquot have to stay ldquoinside the boxrdquo
12
3
4
T
E
A
M
ogether
ach
chieves
ore
ldquo I have a dream helliprdquo
Nobody is perfect but a team can
be
Uplift By flying ldquo V rdquo formation the
flock adds 71 to the (each on itrsquos own)
flying range
ldquo I have a dream helliprdquo
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Since service is not something guests can return or exchange their only option is
to complain
bull เพราะงานบรการมใชสงของทแขกจะสามารถคน
หรอเปลยนใหมใด) ดงนนวธเดยวทแขกของเราจะท3าใด)
คอ ค3าบน และ ร)องท$กข
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Additional Pointsขอแนะนา
bull Guests want a total quality experience not isolated pockets of excellence Work together as a team to resolve guest problems and deliver the best service possible
Professional Appearancebull Maintain a neat professional well groomed appearance ดแลตนเองใหดด แตงกายปราณต สะอาด และเหมาะสมbull Wear a clean proper uniformbull สวมเคร+องแบบถกตอง และสะอาด
What words do you use when talking about Professional
Appearance
ความเปนมตรFriendliness
Friendliness
bull Smile ยม ต)อนรบอยางจรงใจbull Greet guests and co-workers enthusiastically and
bull Every guest has different expectations of what excellent service is and each employee has a unique opportunity to anticipate and meet those expectations
Fill guests request immediately or when they want something done
สนองตอบค3าร)องขอจากแขกทนท และเมอใดกตามทแขกขอ
Make guests feel as if they are your prioritybull ท3าให)แขกมความร)ส4กวา เขาเปนอนดบแรกทเราให)บรการ
Determining Guest Needs
Anticipate and list the potential needs from the groups below
1 Families with small children2 Honeymooning couple3 Guest with disabilities4 Seniors5 Women traveling alone
Activity 2
The supervisor is giving out daily work instructions before being on duty Notice the front office personnel appropriate
body language to indicate his or her understanding Then mark on the checklist
Student A is a supervisor and
Student B is a front office personnel
Activity 2 Checklist
a) Stand straight but not stiff
b) Balance your weight evenly on both feet
c) Your facial expression must match your message
13 Ask questions to confirm understanding
Questioning is very important
Confusion can also occur when it isnrsquot clear what you are asking
whether you are asking for more information or just checking that yoursquove understood what was
said
Ways to ask questions to confirm understanding include lsquoopen endedrsquo questions such as
ldquoSo I print out the address labels first then what do I dordquo
ldquoShould I send the brochures to all the travel agents listed
hererdquo
ldquoSo you want me to store the fruit in the
fridge Is that rightrdquo
I am sorry I do not understanding Can you tell me again
I am sorry Can you explain exactly what you want me to do
Just to be sure you want me tohellip
Exceed Guest ExpectationsbullThe ldquoHometownrdquo newspaperbullFresh Seafood Fruit etcbull5 star service
Sometimes when there is a problem seeking and offering possible solutions to it is very important
Most likely it is the same way as making suggesting
Making suggestion means giving your opinion about what should be done so you often use the same expressions that you use for expressing opinion
4 ขนตอนในการแก)ไขป+ญหาการ)องเรยนของลกค)าFour steps to effectively handle guest complaints
bullรบฟ+งป+ญหา (Listen to the problem)
bullกลาวขอโทษ (Apologize) ความเหนใจEmpathy
bullแก)ไขป+ญหา (Fix the problem)
bullตดตามผล (Follow up)
Role Play Activity
Handling Complaints
Thank youIrsquom sorryhellipI apologize
I empathizehellip
Perhaps we couldhelliporhellip
Is everything to your satisfaction
What are the top 5 complaints from your customers
What are the top 5 complaints from your boss
Activity Itrsquos all about Teamwork and Empathy
Which departmentco-worker should be contacted whenhellip
1 A guest complains that although he used the ldquoDo Not Disturbrsquo sign a room attendant knocked on the door and woke him up
2 A guest complain that cable is out on the TV and hersquos missing the World Cup match
3 The guest complains that their room smells like smoke4 A meeting planner complains the Air Conditioning in the
meeting room is broken
How would you show Empathy Who follows up
Connect all 9 Dots using only 4 straight lines without lifting the ldquopencilrdquo
Connect all 9 Dots using only 4 straight lines without lifting the ldquopencilrdquo
The key comes in realizing that you donrsquot have to stay ldquoinside the boxrdquo
12
3
4
T
E
A
M
ogether
ach
chieves
ore
ldquo I have a dream helliprdquo
Nobody is perfect but a team can
be
Uplift By flying ldquo V rdquo formation the
flock adds 71 to the (each on itrsquos own)
flying range
ldquo I have a dream helliprdquo
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Since service is not something guests can return or exchange their only option is
to complain
bull เพราะงานบรการมใชสงของทแขกจะสามารถคน
หรอเปลยนใหมใด) ดงนนวธเดยวทแขกของเราจะท3าใด)
คอ ค3าบน และ ร)องท$กข
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Additional Pointsขอแนะนา
bull Guests want a total quality experience not isolated pockets of excellence Work together as a team to resolve guest problems and deliver the best service possible
Professional Appearancebull Maintain a neat professional well groomed appearance ดแลตนเองใหดด แตงกายปราณต สะอาด และเหมาะสมbull Wear a clean proper uniformbull สวมเคร+องแบบถกตอง และสะอาด
What words do you use when talking about Professional
Appearance
ความเปนมตรFriendliness
Friendliness
bull Smile ยม ต)อนรบอยางจรงใจbull Greet guests and co-workers enthusiastically and
bull Every guest has different expectations of what excellent service is and each employee has a unique opportunity to anticipate and meet those expectations
Fill guests request immediately or when they want something done
สนองตอบค3าร)องขอจากแขกทนท และเมอใดกตามทแขกขอ
Make guests feel as if they are your prioritybull ท3าให)แขกมความร)ส4กวา เขาเปนอนดบแรกทเราให)บรการ
Determining Guest Needs
Anticipate and list the potential needs from the groups below
1 Families with small children2 Honeymooning couple3 Guest with disabilities4 Seniors5 Women traveling alone
Activity 2
The supervisor is giving out daily work instructions before being on duty Notice the front office personnel appropriate
body language to indicate his or her understanding Then mark on the checklist
Student A is a supervisor and
Student B is a front office personnel
Activity 2 Checklist
a) Stand straight but not stiff
b) Balance your weight evenly on both feet
c) Your facial expression must match your message
13 Ask questions to confirm understanding
Questioning is very important
Confusion can also occur when it isnrsquot clear what you are asking
whether you are asking for more information or just checking that yoursquove understood what was
said
Ways to ask questions to confirm understanding include lsquoopen endedrsquo questions such as
ldquoSo I print out the address labels first then what do I dordquo
ldquoShould I send the brochures to all the travel agents listed
hererdquo
ldquoSo you want me to store the fruit in the
fridge Is that rightrdquo
I am sorry I do not understanding Can you tell me again
I am sorry Can you explain exactly what you want me to do
Just to be sure you want me tohellip
Exceed Guest ExpectationsbullThe ldquoHometownrdquo newspaperbullFresh Seafood Fruit etcbull5 star service
Sometimes when there is a problem seeking and offering possible solutions to it is very important
Most likely it is the same way as making suggesting
Making suggestion means giving your opinion about what should be done so you often use the same expressions that you use for expressing opinion
4 ขนตอนในการแก)ไขป+ญหาการ)องเรยนของลกค)าFour steps to effectively handle guest complaints
bullรบฟ+งป+ญหา (Listen to the problem)
bullกลาวขอโทษ (Apologize) ความเหนใจEmpathy
bullแก)ไขป+ญหา (Fix the problem)
bullตดตามผล (Follow up)
Role Play Activity
Handling Complaints
Thank youIrsquom sorryhellipI apologize
I empathizehellip
Perhaps we couldhelliporhellip
Is everything to your satisfaction
What are the top 5 complaints from your customers
What are the top 5 complaints from your boss
Activity Itrsquos all about Teamwork and Empathy
Which departmentco-worker should be contacted whenhellip
1 A guest complains that although he used the ldquoDo Not Disturbrsquo sign a room attendant knocked on the door and woke him up
2 A guest complain that cable is out on the TV and hersquos missing the World Cup match
3 The guest complains that their room smells like smoke4 A meeting planner complains the Air Conditioning in the
meeting room is broken
How would you show Empathy Who follows up
Connect all 9 Dots using only 4 straight lines without lifting the ldquopencilrdquo
Connect all 9 Dots using only 4 straight lines without lifting the ldquopencilrdquo
The key comes in realizing that you donrsquot have to stay ldquoinside the boxrdquo
12
3
4
T
E
A
M
ogether
ach
chieves
ore
ldquo I have a dream helliprdquo
Nobody is perfect but a team can
be
Uplift By flying ldquo V rdquo formation the
flock adds 71 to the (each on itrsquos own)
flying range
ldquo I have a dream helliprdquo
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Since service is not something guests can return or exchange their only option is
to complain
bull เพราะงานบรการมใชสงของทแขกจะสามารถคน
หรอเปลยนใหมใด) ดงนนวธเดยวทแขกของเราจะท3าใด)
คอ ค3าบน และ ร)องท$กข
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Additional Pointsขอแนะนา
bull Guests want a total quality experience not isolated pockets of excellence Work together as a team to resolve guest problems and deliver the best service possible
Professional Appearancebull Maintain a neat professional well groomed appearance ดแลตนเองใหดด แตงกายปราณต สะอาด และเหมาะสมbull Wear a clean proper uniformbull สวมเคร+องแบบถกตอง และสะอาด
What words do you use when talking about Professional
Appearance
ความเปนมตรFriendliness
Friendliness
bull Smile ยม ต)อนรบอยางจรงใจbull Greet guests and co-workers enthusiastically and
bull Every guest has different expectations of what excellent service is and each employee has a unique opportunity to anticipate and meet those expectations
Fill guests request immediately or when they want something done
สนองตอบค3าร)องขอจากแขกทนท และเมอใดกตามทแขกขอ
Make guests feel as if they are your prioritybull ท3าให)แขกมความร)ส4กวา เขาเปนอนดบแรกทเราให)บรการ
Determining Guest Needs
Anticipate and list the potential needs from the groups below
1 Families with small children2 Honeymooning couple3 Guest with disabilities4 Seniors5 Women traveling alone
Activity 2
The supervisor is giving out daily work instructions before being on duty Notice the front office personnel appropriate
body language to indicate his or her understanding Then mark on the checklist
Student A is a supervisor and
Student B is a front office personnel
Activity 2 Checklist
a) Stand straight but not stiff
b) Balance your weight evenly on both feet
c) Your facial expression must match your message
13 Ask questions to confirm understanding
Questioning is very important
Confusion can also occur when it isnrsquot clear what you are asking
whether you are asking for more information or just checking that yoursquove understood what was
said
Ways to ask questions to confirm understanding include lsquoopen endedrsquo questions such as
ldquoSo I print out the address labels first then what do I dordquo
ldquoShould I send the brochures to all the travel agents listed
hererdquo
ldquoSo you want me to store the fruit in the
fridge Is that rightrdquo
I am sorry I do not understanding Can you tell me again
I am sorry Can you explain exactly what you want me to do
Just to be sure you want me tohellip
Exceed Guest ExpectationsbullThe ldquoHometownrdquo newspaperbullFresh Seafood Fruit etcbull5 star service
Sometimes when there is a problem seeking and offering possible solutions to it is very important
Most likely it is the same way as making suggesting
Making suggestion means giving your opinion about what should be done so you often use the same expressions that you use for expressing opinion
4 ขนตอนในการแก)ไขป+ญหาการ)องเรยนของลกค)าFour steps to effectively handle guest complaints
bullรบฟ+งป+ญหา (Listen to the problem)
bullกลาวขอโทษ (Apologize) ความเหนใจEmpathy
bullแก)ไขป+ญหา (Fix the problem)
bullตดตามผล (Follow up)
Role Play Activity
Handling Complaints
Thank youIrsquom sorryhellipI apologize
I empathizehellip
Perhaps we couldhelliporhellip
Is everything to your satisfaction
What are the top 5 complaints from your customers
What are the top 5 complaints from your boss
Activity Itrsquos all about Teamwork and Empathy
Which departmentco-worker should be contacted whenhellip
1 A guest complains that although he used the ldquoDo Not Disturbrsquo sign a room attendant knocked on the door and woke him up
2 A guest complain that cable is out on the TV and hersquos missing the World Cup match
3 The guest complains that their room smells like smoke4 A meeting planner complains the Air Conditioning in the
meeting room is broken
How would you show Empathy Who follows up
Connect all 9 Dots using only 4 straight lines without lifting the ldquopencilrdquo
Connect all 9 Dots using only 4 straight lines without lifting the ldquopencilrdquo
The key comes in realizing that you donrsquot have to stay ldquoinside the boxrdquo
12
3
4
T
E
A
M
ogether
ach
chieves
ore
ldquo I have a dream helliprdquo
Nobody is perfect but a team can
be
Uplift By flying ldquo V rdquo formation the
flock adds 71 to the (each on itrsquos own)
flying range
ldquo I have a dream helliprdquo
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Since service is not something guests can return or exchange their only option is
to complain
bull เพราะงานบรการมใชสงของทแขกจะสามารถคน
หรอเปลยนใหมใด) ดงนนวธเดยวทแขกของเราจะท3าใด)
คอ ค3าบน และ ร)องท$กข
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Additional Pointsขอแนะนา
bull Guests want a total quality experience not isolated pockets of excellence Work together as a team to resolve guest problems and deliver the best service possible
Professional Appearancebull Maintain a neat professional well groomed appearance ดแลตนเองใหดด แตงกายปราณต สะอาด และเหมาะสมbull Wear a clean proper uniformbull สวมเคร+องแบบถกตอง และสะอาด
What words do you use when talking about Professional
Appearance
ความเปนมตรFriendliness
Friendliness
bull Smile ยม ต)อนรบอยางจรงใจbull Greet guests and co-workers enthusiastically and
bull Every guest has different expectations of what excellent service is and each employee has a unique opportunity to anticipate and meet those expectations
Fill guests request immediately or when they want something done
สนองตอบค3าร)องขอจากแขกทนท และเมอใดกตามทแขกขอ
Make guests feel as if they are your prioritybull ท3าให)แขกมความร)ส4กวา เขาเปนอนดบแรกทเราให)บรการ
Determining Guest Needs
Anticipate and list the potential needs from the groups below
1 Families with small children2 Honeymooning couple3 Guest with disabilities4 Seniors5 Women traveling alone
Activity 2
The supervisor is giving out daily work instructions before being on duty Notice the front office personnel appropriate
body language to indicate his or her understanding Then mark on the checklist
Student A is a supervisor and
Student B is a front office personnel
Activity 2 Checklist
a) Stand straight but not stiff
b) Balance your weight evenly on both feet
c) Your facial expression must match your message
13 Ask questions to confirm understanding
Questioning is very important
Confusion can also occur when it isnrsquot clear what you are asking
whether you are asking for more information or just checking that yoursquove understood what was
said
Ways to ask questions to confirm understanding include lsquoopen endedrsquo questions such as
ldquoSo I print out the address labels first then what do I dordquo
ldquoShould I send the brochures to all the travel agents listed
hererdquo
ldquoSo you want me to store the fruit in the
fridge Is that rightrdquo
I am sorry I do not understanding Can you tell me again
I am sorry Can you explain exactly what you want me to do
Just to be sure you want me tohellip
Exceed Guest ExpectationsbullThe ldquoHometownrdquo newspaperbullFresh Seafood Fruit etcbull5 star service
Sometimes when there is a problem seeking and offering possible solutions to it is very important
Most likely it is the same way as making suggesting
Making suggestion means giving your opinion about what should be done so you often use the same expressions that you use for expressing opinion
4 ขนตอนในการแก)ไขป+ญหาการ)องเรยนของลกค)าFour steps to effectively handle guest complaints
bullรบฟ+งป+ญหา (Listen to the problem)
bullกลาวขอโทษ (Apologize) ความเหนใจEmpathy
bullแก)ไขป+ญหา (Fix the problem)
bullตดตามผล (Follow up)
Role Play Activity
Handling Complaints
Thank youIrsquom sorryhellipI apologize
I empathizehellip
Perhaps we couldhelliporhellip
Is everything to your satisfaction
What are the top 5 complaints from your customers
What are the top 5 complaints from your boss
Activity Itrsquos all about Teamwork and Empathy
Which departmentco-worker should be contacted whenhellip
1 A guest complains that although he used the ldquoDo Not Disturbrsquo sign a room attendant knocked on the door and woke him up
2 A guest complain that cable is out on the TV and hersquos missing the World Cup match
3 The guest complains that their room smells like smoke4 A meeting planner complains the Air Conditioning in the
meeting room is broken
How would you show Empathy Who follows up
Connect all 9 Dots using only 4 straight lines without lifting the ldquopencilrdquo
Connect all 9 Dots using only 4 straight lines without lifting the ldquopencilrdquo
The key comes in realizing that you donrsquot have to stay ldquoinside the boxrdquo
12
3
4
T
E
A
M
ogether
ach
chieves
ore
ldquo I have a dream helliprdquo
Nobody is perfect but a team can
be
Uplift By flying ldquo V rdquo formation the
flock adds 71 to the (each on itrsquos own)
flying range
ldquo I have a dream helliprdquo
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Since service is not something guests can return or exchange their only option is
to complain
bull เพราะงานบรการมใชสงของทแขกจะสามารถคน
หรอเปลยนใหมใด) ดงนนวธเดยวทแขกของเราจะท3าใด)
คอ ค3าบน และ ร)องท$กข
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Additional Pointsขอแนะนา
bull Guests want a total quality experience not isolated pockets of excellence Work together as a team to resolve guest problems and deliver the best service possible
Professional Appearancebull Maintain a neat professional well groomed appearance ดแลตนเองใหดด แตงกายปราณต สะอาด และเหมาะสมbull Wear a clean proper uniformbull สวมเคร+องแบบถกตอง และสะอาด
What words do you use when talking about Professional
Appearance
ความเปนมตรFriendliness
Friendliness
bull Smile ยม ต)อนรบอยางจรงใจbull Greet guests and co-workers enthusiastically and
bull Every guest has different expectations of what excellent service is and each employee has a unique opportunity to anticipate and meet those expectations
Fill guests request immediately or when they want something done
สนองตอบค3าร)องขอจากแขกทนท และเมอใดกตามทแขกขอ
Make guests feel as if they are your prioritybull ท3าให)แขกมความร)ส4กวา เขาเปนอนดบแรกทเราให)บรการ
Determining Guest Needs
Anticipate and list the potential needs from the groups below
1 Families with small children2 Honeymooning couple3 Guest with disabilities4 Seniors5 Women traveling alone
Activity 2
The supervisor is giving out daily work instructions before being on duty Notice the front office personnel appropriate
body language to indicate his or her understanding Then mark on the checklist
Student A is a supervisor and
Student B is a front office personnel
Activity 2 Checklist
a) Stand straight but not stiff
b) Balance your weight evenly on both feet
c) Your facial expression must match your message
13 Ask questions to confirm understanding
Questioning is very important
Confusion can also occur when it isnrsquot clear what you are asking
whether you are asking for more information or just checking that yoursquove understood what was
said
Ways to ask questions to confirm understanding include lsquoopen endedrsquo questions such as
ldquoSo I print out the address labels first then what do I dordquo
ldquoShould I send the brochures to all the travel agents listed
hererdquo
ldquoSo you want me to store the fruit in the
fridge Is that rightrdquo
I am sorry I do not understanding Can you tell me again
I am sorry Can you explain exactly what you want me to do
Just to be sure you want me tohellip
Exceed Guest ExpectationsbullThe ldquoHometownrdquo newspaperbullFresh Seafood Fruit etcbull5 star service
Sometimes when there is a problem seeking and offering possible solutions to it is very important
Most likely it is the same way as making suggesting
Making suggestion means giving your opinion about what should be done so you often use the same expressions that you use for expressing opinion
4 ขนตอนในการแก)ไขป+ญหาการ)องเรยนของลกค)าFour steps to effectively handle guest complaints
bullรบฟ+งป+ญหา (Listen to the problem)
bullกลาวขอโทษ (Apologize) ความเหนใจEmpathy
bullแก)ไขป+ญหา (Fix the problem)
bullตดตามผล (Follow up)
Role Play Activity
Handling Complaints
Thank youIrsquom sorryhellipI apologize
I empathizehellip
Perhaps we couldhelliporhellip
Is everything to your satisfaction
What are the top 5 complaints from your customers
What are the top 5 complaints from your boss
Activity Itrsquos all about Teamwork and Empathy
Which departmentco-worker should be contacted whenhellip
1 A guest complains that although he used the ldquoDo Not Disturbrsquo sign a room attendant knocked on the door and woke him up
2 A guest complain that cable is out on the TV and hersquos missing the World Cup match
3 The guest complains that their room smells like smoke4 A meeting planner complains the Air Conditioning in the
meeting room is broken
How would you show Empathy Who follows up
Connect all 9 Dots using only 4 straight lines without lifting the ldquopencilrdquo
Connect all 9 Dots using only 4 straight lines without lifting the ldquopencilrdquo
The key comes in realizing that you donrsquot have to stay ldquoinside the boxrdquo
12
3
4
T
E
A
M
ogether
ach
chieves
ore
ldquo I have a dream helliprdquo
Nobody is perfect but a team can
be
Uplift By flying ldquo V rdquo formation the
flock adds 71 to the (each on itrsquos own)
flying range
ldquo I have a dream helliprdquo
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Since service is not something guests can return or exchange their only option is
to complain
bull เพราะงานบรการมใชสงของทแขกจะสามารถคน
หรอเปลยนใหมใด) ดงนนวธเดยวทแขกของเราจะท3าใด)
คอ ค3าบน และ ร)องท$กข
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Additional Pointsขอแนะนา
bull Guests want a total quality experience not isolated pockets of excellence Work together as a team to resolve guest problems and deliver the best service possible
Professional Appearancebull Maintain a neat professional well groomed appearance ดแลตนเองใหดด แตงกายปราณต สะอาด และเหมาะสมbull Wear a clean proper uniformbull สวมเคร+องแบบถกตอง และสะอาด
What words do you use when talking about Professional
Appearance
ความเปนมตรFriendliness
Friendliness
bull Smile ยม ต)อนรบอยางจรงใจbull Greet guests and co-workers enthusiastically and
bull Every guest has different expectations of what excellent service is and each employee has a unique opportunity to anticipate and meet those expectations
Fill guests request immediately or when they want something done
สนองตอบค3าร)องขอจากแขกทนท และเมอใดกตามทแขกขอ
Make guests feel as if they are your prioritybull ท3าให)แขกมความร)ส4กวา เขาเปนอนดบแรกทเราให)บรการ
Determining Guest Needs
Anticipate and list the potential needs from the groups below
1 Families with small children2 Honeymooning couple3 Guest with disabilities4 Seniors5 Women traveling alone
Activity 2
The supervisor is giving out daily work instructions before being on duty Notice the front office personnel appropriate
body language to indicate his or her understanding Then mark on the checklist
Student A is a supervisor and
Student B is a front office personnel
Activity 2 Checklist
a) Stand straight but not stiff
b) Balance your weight evenly on both feet
c) Your facial expression must match your message
13 Ask questions to confirm understanding
Questioning is very important
Confusion can also occur when it isnrsquot clear what you are asking
whether you are asking for more information or just checking that yoursquove understood what was
said
Ways to ask questions to confirm understanding include lsquoopen endedrsquo questions such as
ldquoSo I print out the address labels first then what do I dordquo
ldquoShould I send the brochures to all the travel agents listed
hererdquo
ldquoSo you want me to store the fruit in the
fridge Is that rightrdquo
I am sorry I do not understanding Can you tell me again
I am sorry Can you explain exactly what you want me to do
Just to be sure you want me tohellip
Exceed Guest ExpectationsbullThe ldquoHometownrdquo newspaperbullFresh Seafood Fruit etcbull5 star service
Sometimes when there is a problem seeking and offering possible solutions to it is very important
Most likely it is the same way as making suggesting
Making suggestion means giving your opinion about what should be done so you often use the same expressions that you use for expressing opinion
4 ขนตอนในการแก)ไขป+ญหาการ)องเรยนของลกค)าFour steps to effectively handle guest complaints
bullรบฟ+งป+ญหา (Listen to the problem)
bullกลาวขอโทษ (Apologize) ความเหนใจEmpathy
bullแก)ไขป+ญหา (Fix the problem)
bullตดตามผล (Follow up)
Role Play Activity
Handling Complaints
Thank youIrsquom sorryhellipI apologize
I empathizehellip
Perhaps we couldhelliporhellip
Is everything to your satisfaction
What are the top 5 complaints from your customers
What are the top 5 complaints from your boss
Activity Itrsquos all about Teamwork and Empathy
Which departmentco-worker should be contacted whenhellip
1 A guest complains that although he used the ldquoDo Not Disturbrsquo sign a room attendant knocked on the door and woke him up
2 A guest complain that cable is out on the TV and hersquos missing the World Cup match
3 The guest complains that their room smells like smoke4 A meeting planner complains the Air Conditioning in the
meeting room is broken
How would you show Empathy Who follows up
Connect all 9 Dots using only 4 straight lines without lifting the ldquopencilrdquo
Connect all 9 Dots using only 4 straight lines without lifting the ldquopencilrdquo
The key comes in realizing that you donrsquot have to stay ldquoinside the boxrdquo
12
3
4
T
E
A
M
ogether
ach
chieves
ore
ldquo I have a dream helliprdquo
Nobody is perfect but a team can
be
Uplift By flying ldquo V rdquo formation the
flock adds 71 to the (each on itrsquos own)
flying range
ldquo I have a dream helliprdquo
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Since service is not something guests can return or exchange their only option is
to complain
bull เพราะงานบรการมใชสงของทแขกจะสามารถคน
หรอเปลยนใหมใด) ดงนนวธเดยวทแขกของเราจะท3าใด)
คอ ค3าบน และ ร)องท$กข
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Additional Pointsขอแนะนา
bull Guests want a total quality experience not isolated pockets of excellence Work together as a team to resolve guest problems and deliver the best service possible
Professional Appearancebull Maintain a neat professional well groomed appearance ดแลตนเองใหดด แตงกายปราณต สะอาด และเหมาะสมbull Wear a clean proper uniformbull สวมเคร+องแบบถกตอง และสะอาด
What words do you use when talking about Professional
Appearance
ความเปนมตรFriendliness
Friendliness
bull Smile ยม ต)อนรบอยางจรงใจbull Greet guests and co-workers enthusiastically and
bull Every guest has different expectations of what excellent service is and each employee has a unique opportunity to anticipate and meet those expectations
Fill guests request immediately or when they want something done
สนองตอบค3าร)องขอจากแขกทนท และเมอใดกตามทแขกขอ
Make guests feel as if they are your prioritybull ท3าให)แขกมความร)ส4กวา เขาเปนอนดบแรกทเราให)บรการ
Determining Guest Needs
Anticipate and list the potential needs from the groups below
1 Families with small children2 Honeymooning couple3 Guest with disabilities4 Seniors5 Women traveling alone
Activity 2
The supervisor is giving out daily work instructions before being on duty Notice the front office personnel appropriate
body language to indicate his or her understanding Then mark on the checklist
Student A is a supervisor and
Student B is a front office personnel
Activity 2 Checklist
a) Stand straight but not stiff
b) Balance your weight evenly on both feet
c) Your facial expression must match your message
13 Ask questions to confirm understanding
Questioning is very important
Confusion can also occur when it isnrsquot clear what you are asking
whether you are asking for more information or just checking that yoursquove understood what was
said
Ways to ask questions to confirm understanding include lsquoopen endedrsquo questions such as
ldquoSo I print out the address labels first then what do I dordquo
ldquoShould I send the brochures to all the travel agents listed
hererdquo
ldquoSo you want me to store the fruit in the
fridge Is that rightrdquo
I am sorry I do not understanding Can you tell me again
I am sorry Can you explain exactly what you want me to do
Just to be sure you want me tohellip
Exceed Guest ExpectationsbullThe ldquoHometownrdquo newspaperbullFresh Seafood Fruit etcbull5 star service
Sometimes when there is a problem seeking and offering possible solutions to it is very important
Most likely it is the same way as making suggesting
Making suggestion means giving your opinion about what should be done so you often use the same expressions that you use for expressing opinion
4 ขนตอนในการแก)ไขป+ญหาการ)องเรยนของลกค)าFour steps to effectively handle guest complaints
bullรบฟ+งป+ญหา (Listen to the problem)
bullกลาวขอโทษ (Apologize) ความเหนใจEmpathy
bullแก)ไขป+ญหา (Fix the problem)
bullตดตามผล (Follow up)
Role Play Activity
Handling Complaints
Thank youIrsquom sorryhellipI apologize
I empathizehellip
Perhaps we couldhelliporhellip
Is everything to your satisfaction
What are the top 5 complaints from your customers
What are the top 5 complaints from your boss
Activity Itrsquos all about Teamwork and Empathy
Which departmentco-worker should be contacted whenhellip
1 A guest complains that although he used the ldquoDo Not Disturbrsquo sign a room attendant knocked on the door and woke him up
2 A guest complain that cable is out on the TV and hersquos missing the World Cup match
3 The guest complains that their room smells like smoke4 A meeting planner complains the Air Conditioning in the
meeting room is broken
How would you show Empathy Who follows up
Connect all 9 Dots using only 4 straight lines without lifting the ldquopencilrdquo
Connect all 9 Dots using only 4 straight lines without lifting the ldquopencilrdquo
The key comes in realizing that you donrsquot have to stay ldquoinside the boxrdquo
12
3
4
T
E
A
M
ogether
ach
chieves
ore
ldquo I have a dream helliprdquo
Nobody is perfect but a team can
be
Uplift By flying ldquo V rdquo formation the
flock adds 71 to the (each on itrsquos own)
flying range
ldquo I have a dream helliprdquo
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Since service is not something guests can return or exchange their only option is
to complain
bull เพราะงานบรการมใชสงของทแขกจะสามารถคน
หรอเปลยนใหมใด) ดงนนวธเดยวทแขกของเราจะท3าใด)
คอ ค3าบน และ ร)องท$กข
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Additional Pointsขอแนะนา
bull Guests want a total quality experience not isolated pockets of excellence Work together as a team to resolve guest problems and deliver the best service possible
Professional Appearancebull Maintain a neat professional well groomed appearance ดแลตนเองใหดด แตงกายปราณต สะอาด และเหมาะสมbull Wear a clean proper uniformbull สวมเคร+องแบบถกตอง และสะอาด
What words do you use when talking about Professional
Appearance
ความเปนมตรFriendliness
Friendliness
bull Smile ยม ต)อนรบอยางจรงใจbull Greet guests and co-workers enthusiastically and
bull Every guest has different expectations of what excellent service is and each employee has a unique opportunity to anticipate and meet those expectations
Fill guests request immediately or when they want something done
สนองตอบค3าร)องขอจากแขกทนท และเมอใดกตามทแขกขอ
Make guests feel as if they are your prioritybull ท3าให)แขกมความร)ส4กวา เขาเปนอนดบแรกทเราให)บรการ
Determining Guest Needs
Anticipate and list the potential needs from the groups below
1 Families with small children2 Honeymooning couple3 Guest with disabilities4 Seniors5 Women traveling alone
Activity 2
The supervisor is giving out daily work instructions before being on duty Notice the front office personnel appropriate
body language to indicate his or her understanding Then mark on the checklist
Student A is a supervisor and
Student B is a front office personnel
Activity 2 Checklist
a) Stand straight but not stiff
b) Balance your weight evenly on both feet
c) Your facial expression must match your message
13 Ask questions to confirm understanding
Questioning is very important
Confusion can also occur when it isnrsquot clear what you are asking
whether you are asking for more information or just checking that yoursquove understood what was
said
Ways to ask questions to confirm understanding include lsquoopen endedrsquo questions such as
ldquoSo I print out the address labels first then what do I dordquo
ldquoShould I send the brochures to all the travel agents listed
hererdquo
ldquoSo you want me to store the fruit in the
fridge Is that rightrdquo
I am sorry I do not understanding Can you tell me again
I am sorry Can you explain exactly what you want me to do
Just to be sure you want me tohellip
Exceed Guest ExpectationsbullThe ldquoHometownrdquo newspaperbullFresh Seafood Fruit etcbull5 star service
Sometimes when there is a problem seeking and offering possible solutions to it is very important
Most likely it is the same way as making suggesting
Making suggestion means giving your opinion about what should be done so you often use the same expressions that you use for expressing opinion
4 ขนตอนในการแก)ไขป+ญหาการ)องเรยนของลกค)าFour steps to effectively handle guest complaints
bullรบฟ+งป+ญหา (Listen to the problem)
bullกลาวขอโทษ (Apologize) ความเหนใจEmpathy
bullแก)ไขป+ญหา (Fix the problem)
bullตดตามผล (Follow up)
Role Play Activity
Handling Complaints
Thank youIrsquom sorryhellipI apologize
I empathizehellip
Perhaps we couldhelliporhellip
Is everything to your satisfaction
What are the top 5 complaints from your customers
What are the top 5 complaints from your boss
Activity Itrsquos all about Teamwork and Empathy
Which departmentco-worker should be contacted whenhellip
1 A guest complains that although he used the ldquoDo Not Disturbrsquo sign a room attendant knocked on the door and woke him up
2 A guest complain that cable is out on the TV and hersquos missing the World Cup match
3 The guest complains that their room smells like smoke4 A meeting planner complains the Air Conditioning in the
meeting room is broken
How would you show Empathy Who follows up
Connect all 9 Dots using only 4 straight lines without lifting the ldquopencilrdquo
Connect all 9 Dots using only 4 straight lines without lifting the ldquopencilrdquo
The key comes in realizing that you donrsquot have to stay ldquoinside the boxrdquo
12
3
4
T
E
A
M
ogether
ach
chieves
ore
ldquo I have a dream helliprdquo
Nobody is perfect but a team can
be
Uplift By flying ldquo V rdquo formation the
flock adds 71 to the (each on itrsquos own)
flying range
ldquo I have a dream helliprdquo
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Since service is not something guests can return or exchange their only option is
to complain
bull เพราะงานบรการมใชสงของทแขกจะสามารถคน
หรอเปลยนใหมใด) ดงนนวธเดยวทแขกของเราจะท3าใด)
คอ ค3าบน และ ร)องท$กข
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Additional Pointsขอแนะนา
bull Guests want a total quality experience not isolated pockets of excellence Work together as a team to resolve guest problems and deliver the best service possible
Professional Appearancebull Maintain a neat professional well groomed appearance ดแลตนเองใหดด แตงกายปราณต สะอาด และเหมาะสมbull Wear a clean proper uniformbull สวมเคร+องแบบถกตอง และสะอาด
What words do you use when talking about Professional
Appearance
ความเปนมตรFriendliness
Friendliness
bull Smile ยม ต)อนรบอยางจรงใจbull Greet guests and co-workers enthusiastically and
bull Every guest has different expectations of what excellent service is and each employee has a unique opportunity to anticipate and meet those expectations
Fill guests request immediately or when they want something done
สนองตอบค3าร)องขอจากแขกทนท และเมอใดกตามทแขกขอ
Make guests feel as if they are your prioritybull ท3าให)แขกมความร)ส4กวา เขาเปนอนดบแรกทเราให)บรการ
Determining Guest Needs
Anticipate and list the potential needs from the groups below
1 Families with small children2 Honeymooning couple3 Guest with disabilities4 Seniors5 Women traveling alone
Activity 2
The supervisor is giving out daily work instructions before being on duty Notice the front office personnel appropriate
body language to indicate his or her understanding Then mark on the checklist
Student A is a supervisor and
Student B is a front office personnel
Activity 2 Checklist
a) Stand straight but not stiff
b) Balance your weight evenly on both feet
c) Your facial expression must match your message
13 Ask questions to confirm understanding
Questioning is very important
Confusion can also occur when it isnrsquot clear what you are asking
whether you are asking for more information or just checking that yoursquove understood what was
said
Ways to ask questions to confirm understanding include lsquoopen endedrsquo questions such as
ldquoSo I print out the address labels first then what do I dordquo
ldquoShould I send the brochures to all the travel agents listed
hererdquo
ldquoSo you want me to store the fruit in the
fridge Is that rightrdquo
I am sorry I do not understanding Can you tell me again
I am sorry Can you explain exactly what you want me to do
Just to be sure you want me tohellip
Exceed Guest ExpectationsbullThe ldquoHometownrdquo newspaperbullFresh Seafood Fruit etcbull5 star service
Sometimes when there is a problem seeking and offering possible solutions to it is very important
Most likely it is the same way as making suggesting
Making suggestion means giving your opinion about what should be done so you often use the same expressions that you use for expressing opinion
4 ขนตอนในการแก)ไขป+ญหาการ)องเรยนของลกค)าFour steps to effectively handle guest complaints
bullรบฟ+งป+ญหา (Listen to the problem)
bullกลาวขอโทษ (Apologize) ความเหนใจEmpathy
bullแก)ไขป+ญหา (Fix the problem)
bullตดตามผล (Follow up)
Role Play Activity
Handling Complaints
Thank youIrsquom sorryhellipI apologize
I empathizehellip
Perhaps we couldhelliporhellip
Is everything to your satisfaction
What are the top 5 complaints from your customers
What are the top 5 complaints from your boss
Activity Itrsquos all about Teamwork and Empathy
Which departmentco-worker should be contacted whenhellip
1 A guest complains that although he used the ldquoDo Not Disturbrsquo sign a room attendant knocked on the door and woke him up
2 A guest complain that cable is out on the TV and hersquos missing the World Cup match
3 The guest complains that their room smells like smoke4 A meeting planner complains the Air Conditioning in the
meeting room is broken
How would you show Empathy Who follows up
Connect all 9 Dots using only 4 straight lines without lifting the ldquopencilrdquo
Connect all 9 Dots using only 4 straight lines without lifting the ldquopencilrdquo
The key comes in realizing that you donrsquot have to stay ldquoinside the boxrdquo
12
3
4
T
E
A
M
ogether
ach
chieves
ore
ldquo I have a dream helliprdquo
Nobody is perfect but a team can
be
Uplift By flying ldquo V rdquo formation the
flock adds 71 to the (each on itrsquos own)
flying range
ldquo I have a dream helliprdquo
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Since service is not something guests can return or exchange their only option is
to complain
bull เพราะงานบรการมใชสงของทแขกจะสามารถคน
หรอเปลยนใหมใด) ดงนนวธเดยวทแขกของเราจะท3าใด)
คอ ค3าบน และ ร)องท$กข
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Additional Pointsขอแนะนา
bull Guests want a total quality experience not isolated pockets of excellence Work together as a team to resolve guest problems and deliver the best service possible
Professional Appearancebull Maintain a neat professional well groomed appearance ดแลตนเองใหดด แตงกายปราณต สะอาด และเหมาะสมbull Wear a clean proper uniformbull สวมเคร+องแบบถกตอง และสะอาด
What words do you use when talking about Professional
Appearance
ความเปนมตรFriendliness
Friendliness
bull Smile ยม ต)อนรบอยางจรงใจbull Greet guests and co-workers enthusiastically and
bull Every guest has different expectations of what excellent service is and each employee has a unique opportunity to anticipate and meet those expectations
Fill guests request immediately or when they want something done
สนองตอบค3าร)องขอจากแขกทนท และเมอใดกตามทแขกขอ
Make guests feel as if they are your prioritybull ท3าให)แขกมความร)ส4กวา เขาเปนอนดบแรกทเราให)บรการ
Determining Guest Needs
Anticipate and list the potential needs from the groups below
1 Families with small children2 Honeymooning couple3 Guest with disabilities4 Seniors5 Women traveling alone
Activity 2
The supervisor is giving out daily work instructions before being on duty Notice the front office personnel appropriate
body language to indicate his or her understanding Then mark on the checklist
Student A is a supervisor and
Student B is a front office personnel
Activity 2 Checklist
a) Stand straight but not stiff
b) Balance your weight evenly on both feet
c) Your facial expression must match your message
13 Ask questions to confirm understanding
Questioning is very important
Confusion can also occur when it isnrsquot clear what you are asking
whether you are asking for more information or just checking that yoursquove understood what was
said
Ways to ask questions to confirm understanding include lsquoopen endedrsquo questions such as
ldquoSo I print out the address labels first then what do I dordquo
ldquoShould I send the brochures to all the travel agents listed
hererdquo
ldquoSo you want me to store the fruit in the
fridge Is that rightrdquo
I am sorry I do not understanding Can you tell me again
I am sorry Can you explain exactly what you want me to do
Just to be sure you want me tohellip
Exceed Guest ExpectationsbullThe ldquoHometownrdquo newspaperbullFresh Seafood Fruit etcbull5 star service
Sometimes when there is a problem seeking and offering possible solutions to it is very important
Most likely it is the same way as making suggesting
Making suggestion means giving your opinion about what should be done so you often use the same expressions that you use for expressing opinion
4 ขนตอนในการแก)ไขป+ญหาการ)องเรยนของลกค)าFour steps to effectively handle guest complaints
bullรบฟ+งป+ญหา (Listen to the problem)
bullกลาวขอโทษ (Apologize) ความเหนใจEmpathy
bullแก)ไขป+ญหา (Fix the problem)
bullตดตามผล (Follow up)
Role Play Activity
Handling Complaints
Thank youIrsquom sorryhellipI apologize
I empathizehellip
Perhaps we couldhelliporhellip
Is everything to your satisfaction
What are the top 5 complaints from your customers
What are the top 5 complaints from your boss
Activity Itrsquos all about Teamwork and Empathy
Which departmentco-worker should be contacted whenhellip
1 A guest complains that although he used the ldquoDo Not Disturbrsquo sign a room attendant knocked on the door and woke him up
2 A guest complain that cable is out on the TV and hersquos missing the World Cup match
3 The guest complains that their room smells like smoke4 A meeting planner complains the Air Conditioning in the
meeting room is broken
How would you show Empathy Who follows up
Connect all 9 Dots using only 4 straight lines without lifting the ldquopencilrdquo
Connect all 9 Dots using only 4 straight lines without lifting the ldquopencilrdquo
The key comes in realizing that you donrsquot have to stay ldquoinside the boxrdquo
12
3
4
T
E
A
M
ogether
ach
chieves
ore
ldquo I have a dream helliprdquo
Nobody is perfect but a team can
be
Uplift By flying ldquo V rdquo formation the
flock adds 71 to the (each on itrsquos own)
flying range
ldquo I have a dream helliprdquo
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Since service is not something guests can return or exchange their only option is
to complain
bull เพราะงานบรการมใชสงของทแขกจะสามารถคน
หรอเปลยนใหมใด) ดงนนวธเดยวทแขกของเราจะท3าใด)
คอ ค3าบน และ ร)องท$กข
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Additional Pointsขอแนะนา
bull Guests want a total quality experience not isolated pockets of excellence Work together as a team to resolve guest problems and deliver the best service possible
What are guest expectations (6) and how do we satisfy them
Slide 90
Slide 91
รปลกษณทดเปนมออาชพ Professional Appearance
Professional Appearance
Slide 94
ความเปนมตร Friendliness
Friendliness
Slide 97
อธยาศย Courtesy
Courtesy อธยาศย
Slide 100
ความเหนใจ Empathy
Empathy
Slide 103
ความรบผดชอบ Responsiveness
Responsiveness ความรบผดชอบ
Slide 106
ความยดหยน Flexibility
Flexibility ความ ยดหยด
Slide 109
Slide 110
Is the Tourism Industry right for you
Slide 112
Slide 113
Qualities Well Organized Good Strategic Planning Skills
Accommodations sector
Slide 116
Qualities Good with figures stats numbers Punctual Ethical
Slide 118
Slide 119
Qualities Good Problem Solving skills Likes completing projects
Property Management
Slide 122
Qualities SEXY NAUGHTY Bitchy
Slide 124
The Spirit of Hospitality Part 2 Delivering Quality Service
Delivering Quality Guest Service การมอบงานบรการทเปยมคณภา
Slide 127
การอานแขกใหออกแปลวาอะไร What does it mean to lsquoReadrsquo a guest
Slide 129
A few more points ขอแนะนำ
Additional Points ขอเพมเตม
Fill guests request immediately or when they want something d
Determining Guest Needs
Slide 134
Slide 135
Slide 136
Slide 137
Slide 138
Slide 139
Sometimes when there is a problem seeking and offering possibl
4 ขนตอนในการแกไขปญหาการองเรยนของลกคา Four steps to effe (2)
Slide 142
Activity Itrsquos all about Teamwork and Empathy
Slide 144
Connect all 9 Dots using only 4 straight lines without lifting
Connect all 9 Dots using only 4 straight lines without lifting (2)
Slide 147
Slide 148
การพฒนาคณภาพการบรการ Improving Service Quality
Since service is not something guests can return or exchange t
การพฒนาคณภาพการบรการ Improving Service Quality (2)
Additional Points ขอแนะนำ
Yes We Can
Slide 154
Honolulu Hawaii
Slide 156
Slide 157
Slide 158
What are other training ideas for your departmental team member
Work in groups
Cross Departmental Training (Weekly)
Yes We Can (2)
Slide 163
Slide 164
Slide 165
Slide 166
Slide 167
Slide 168
1 รปลกษณทดเปนมออาชพProfessional Appearance
2 ความเปนมตร Friendliness
3 อธยาศย Courtesy
4 ความเหนใจ Empathy
5 ความรบผดชอบ Responsiveness
6 ความยดหย$น Flexibility
รปลกษณทดเปนมออาชพProfessional Appearance
Professional Appearancebull Maintain a neat professional well groomed appearance ดแลตนเองใหดด แตงกายปราณต สะอาด และเหมาะสมbull Wear a clean proper uniformbull สวมเคร+องแบบถกตอง และสะอาด
What words do you use when talking about Professional
Appearance
ความเปนมตรFriendliness
Friendliness
bull Smile ยม ต)อนรบอยางจรงใจbull Greet guests and co-workers enthusiastically and
bull Every guest has different expectations of what excellent service is and each employee has a unique opportunity to anticipate and meet those expectations
Fill guests request immediately or when they want something done
สนองตอบค3าร)องขอจากแขกทนท และเมอใดกตามทแขกขอ
Make guests feel as if they are your prioritybull ท3าให)แขกมความร)ส4กวา เขาเปนอนดบแรกทเราให)บรการ
Determining Guest Needs
Anticipate and list the potential needs from the groups below
1 Families with small children2 Honeymooning couple3 Guest with disabilities4 Seniors5 Women traveling alone
Activity 2
The supervisor is giving out daily work instructions before being on duty Notice the front office personnel appropriate
body language to indicate his or her understanding Then mark on the checklist
Student A is a supervisor and
Student B is a front office personnel
Activity 2 Checklist
a) Stand straight but not stiff
b) Balance your weight evenly on both feet
c) Your facial expression must match your message
13 Ask questions to confirm understanding
Questioning is very important
Confusion can also occur when it isnrsquot clear what you are asking
whether you are asking for more information or just checking that yoursquove understood what was
said
Ways to ask questions to confirm understanding include lsquoopen endedrsquo questions such as
ldquoSo I print out the address labels first then what do I dordquo
ldquoShould I send the brochures to all the travel agents listed
hererdquo
ldquoSo you want me to store the fruit in the
fridge Is that rightrdquo
I am sorry I do not understanding Can you tell me again
I am sorry Can you explain exactly what you want me to do
Just to be sure you want me tohellip
Exceed Guest ExpectationsbullThe ldquoHometownrdquo newspaperbullFresh Seafood Fruit etcbull5 star service
Sometimes when there is a problem seeking and offering possible solutions to it is very important
Most likely it is the same way as making suggesting
Making suggestion means giving your opinion about what should be done so you often use the same expressions that you use for expressing opinion
4 ขนตอนในการแก)ไขป+ญหาการ)องเรยนของลกค)าFour steps to effectively handle guest complaints
bullรบฟ+งป+ญหา (Listen to the problem)
bullกลาวขอโทษ (Apologize) ความเหนใจEmpathy
bullแก)ไขป+ญหา (Fix the problem)
bullตดตามผล (Follow up)
Role Play Activity
Handling Complaints
Thank youIrsquom sorryhellipI apologize
I empathizehellip
Perhaps we couldhelliporhellip
Is everything to your satisfaction
What are the top 5 complaints from your customers
What are the top 5 complaints from your boss
Activity Itrsquos all about Teamwork and Empathy
Which departmentco-worker should be contacted whenhellip
1 A guest complains that although he used the ldquoDo Not Disturbrsquo sign a room attendant knocked on the door and woke him up
2 A guest complain that cable is out on the TV and hersquos missing the World Cup match
3 The guest complains that their room smells like smoke4 A meeting planner complains the Air Conditioning in the
meeting room is broken
How would you show Empathy Who follows up
Connect all 9 Dots using only 4 straight lines without lifting the ldquopencilrdquo
Connect all 9 Dots using only 4 straight lines without lifting the ldquopencilrdquo
The key comes in realizing that you donrsquot have to stay ldquoinside the boxrdquo
12
3
4
T
E
A
M
ogether
ach
chieves
ore
ldquo I have a dream helliprdquo
Nobody is perfect but a team can
be
Uplift By flying ldquo V rdquo formation the
flock adds 71 to the (each on itrsquos own)
flying range
ldquo I have a dream helliprdquo
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Since service is not something guests can return or exchange their only option is
to complain
bull เพราะงานบรการมใชสงของทแขกจะสามารถคน
หรอเปลยนใหมใด) ดงนนวธเดยวทแขกของเราจะท3าใด)
คอ ค3าบน และ ร)องท$กข
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Additional Pointsขอแนะนา
bull Guests want a total quality experience not isolated pockets of excellence Work together as a team to resolve guest problems and deliver the best service possible
What are guest expectations (6) and how do we satisfy them
Slide 90
Slide 91
รปลกษณทดเปนมออาชพ Professional Appearance
Professional Appearance
Slide 94
ความเปนมตร Friendliness
Friendliness
Slide 97
อธยาศย Courtesy
Courtesy อธยาศย
Slide 100
ความเหนใจ Empathy
Empathy
Slide 103
ความรบผดชอบ Responsiveness
Responsiveness ความรบผดชอบ
Slide 106
ความยดหยน Flexibility
Flexibility ความ ยดหยด
Slide 109
Slide 110
Is the Tourism Industry right for you
Slide 112
Slide 113
Qualities Well Organized Good Strategic Planning Skills
Accommodations sector
Slide 116
Qualities Good with figures stats numbers Punctual Ethical
Slide 118
Slide 119
Qualities Good Problem Solving skills Likes completing projects
Property Management
Slide 122
Qualities SEXY NAUGHTY Bitchy
Slide 124
The Spirit of Hospitality Part 2 Delivering Quality Service
Delivering Quality Guest Service การมอบงานบรการทเปยมคณภา
Slide 127
การอานแขกใหออกแปลวาอะไร What does it mean to lsquoReadrsquo a guest
Slide 129
A few more points ขอแนะนำ
Additional Points ขอเพมเตม
Fill guests request immediately or when they want something d
Determining Guest Needs
Slide 134
Slide 135
Slide 136
Slide 137
Slide 138
Slide 139
Sometimes when there is a problem seeking and offering possibl
4 ขนตอนในการแกไขปญหาการองเรยนของลกคา Four steps to effe (2)
Slide 142
Activity Itrsquos all about Teamwork and Empathy
Slide 144
Connect all 9 Dots using only 4 straight lines without lifting
Connect all 9 Dots using only 4 straight lines without lifting (2)
Slide 147
Slide 148
การพฒนาคณภาพการบรการ Improving Service Quality
Since service is not something guests can return or exchange t
การพฒนาคณภาพการบรการ Improving Service Quality (2)
Additional Points ขอแนะนำ
Yes We Can
Slide 154
Honolulu Hawaii
Slide 156
Slide 157
Slide 158
What are other training ideas for your departmental team member
Work in groups
Cross Departmental Training (Weekly)
Yes We Can (2)
Slide 163
Slide 164
Slide 165
Slide 166
Slide 167
Slide 168
รปลกษณทดเปนมออาชพProfessional Appearance
Professional Appearancebull Maintain a neat professional well groomed appearance ดแลตนเองใหดด แตงกายปราณต สะอาด และเหมาะสมbull Wear a clean proper uniformbull สวมเคร+องแบบถกตอง และสะอาด
What words do you use when talking about Professional
Appearance
ความเปนมตรFriendliness
Friendliness
bull Smile ยม ต)อนรบอยางจรงใจbull Greet guests and co-workers enthusiastically and
bull Every guest has different expectations of what excellent service is and each employee has a unique opportunity to anticipate and meet those expectations
Fill guests request immediately or when they want something done
สนองตอบค3าร)องขอจากแขกทนท และเมอใดกตามทแขกขอ
Make guests feel as if they are your prioritybull ท3าให)แขกมความร)ส4กวา เขาเปนอนดบแรกทเราให)บรการ
Determining Guest Needs
Anticipate and list the potential needs from the groups below
1 Families with small children2 Honeymooning couple3 Guest with disabilities4 Seniors5 Women traveling alone
Activity 2
The supervisor is giving out daily work instructions before being on duty Notice the front office personnel appropriate
body language to indicate his or her understanding Then mark on the checklist
Student A is a supervisor and
Student B is a front office personnel
Activity 2 Checklist
a) Stand straight but not stiff
b) Balance your weight evenly on both feet
c) Your facial expression must match your message
13 Ask questions to confirm understanding
Questioning is very important
Confusion can also occur when it isnrsquot clear what you are asking
whether you are asking for more information or just checking that yoursquove understood what was
said
Ways to ask questions to confirm understanding include lsquoopen endedrsquo questions such as
ldquoSo I print out the address labels first then what do I dordquo
ldquoShould I send the brochures to all the travel agents listed
hererdquo
ldquoSo you want me to store the fruit in the
fridge Is that rightrdquo
I am sorry I do not understanding Can you tell me again
I am sorry Can you explain exactly what you want me to do
Just to be sure you want me tohellip
Exceed Guest ExpectationsbullThe ldquoHometownrdquo newspaperbullFresh Seafood Fruit etcbull5 star service
Sometimes when there is a problem seeking and offering possible solutions to it is very important
Most likely it is the same way as making suggesting
Making suggestion means giving your opinion about what should be done so you often use the same expressions that you use for expressing opinion
4 ขนตอนในการแก)ไขป+ญหาการ)องเรยนของลกค)าFour steps to effectively handle guest complaints
bullรบฟ+งป+ญหา (Listen to the problem)
bullกลาวขอโทษ (Apologize) ความเหนใจEmpathy
bullแก)ไขป+ญหา (Fix the problem)
bullตดตามผล (Follow up)
Role Play Activity
Handling Complaints
Thank youIrsquom sorryhellipI apologize
I empathizehellip
Perhaps we couldhelliporhellip
Is everything to your satisfaction
What are the top 5 complaints from your customers
What are the top 5 complaints from your boss
Activity Itrsquos all about Teamwork and Empathy
Which departmentco-worker should be contacted whenhellip
1 A guest complains that although he used the ldquoDo Not Disturbrsquo sign a room attendant knocked on the door and woke him up
2 A guest complain that cable is out on the TV and hersquos missing the World Cup match
3 The guest complains that their room smells like smoke4 A meeting planner complains the Air Conditioning in the
meeting room is broken
How would you show Empathy Who follows up
Connect all 9 Dots using only 4 straight lines without lifting the ldquopencilrdquo
Connect all 9 Dots using only 4 straight lines without lifting the ldquopencilrdquo
The key comes in realizing that you donrsquot have to stay ldquoinside the boxrdquo
12
3
4
T
E
A
M
ogether
ach
chieves
ore
ldquo I have a dream helliprdquo
Nobody is perfect but a team can
be
Uplift By flying ldquo V rdquo formation the
flock adds 71 to the (each on itrsquos own)
flying range
ldquo I have a dream helliprdquo
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Since service is not something guests can return or exchange their only option is
to complain
bull เพราะงานบรการมใชสงของทแขกจะสามารถคน
หรอเปลยนใหมใด) ดงนนวธเดยวทแขกของเราจะท3าใด)
คอ ค3าบน และ ร)องท$กข
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Additional Pointsขอแนะนา
bull Guests want a total quality experience not isolated pockets of excellence Work together as a team to resolve guest problems and deliver the best service possible
What are guest expectations (6) and how do we satisfy them
Slide 90
Slide 91
รปลกษณทดเปนมออาชพ Professional Appearance
Professional Appearance
Slide 94
ความเปนมตร Friendliness
Friendliness
Slide 97
อธยาศย Courtesy
Courtesy อธยาศย
Slide 100
ความเหนใจ Empathy
Empathy
Slide 103
ความรบผดชอบ Responsiveness
Responsiveness ความรบผดชอบ
Slide 106
ความยดหยน Flexibility
Flexibility ความ ยดหยด
Slide 109
Slide 110
Is the Tourism Industry right for you
Slide 112
Slide 113
Qualities Well Organized Good Strategic Planning Skills
Accommodations sector
Slide 116
Qualities Good with figures stats numbers Punctual Ethical
Slide 118
Slide 119
Qualities Good Problem Solving skills Likes completing projects
Property Management
Slide 122
Qualities SEXY NAUGHTY Bitchy
Slide 124
The Spirit of Hospitality Part 2 Delivering Quality Service
Delivering Quality Guest Service การมอบงานบรการทเปยมคณภา
Slide 127
การอานแขกใหออกแปลวาอะไร What does it mean to lsquoReadrsquo a guest
Slide 129
A few more points ขอแนะนำ
Additional Points ขอเพมเตม
Fill guests request immediately or when they want something d
Determining Guest Needs
Slide 134
Slide 135
Slide 136
Slide 137
Slide 138
Slide 139
Sometimes when there is a problem seeking and offering possibl
4 ขนตอนในการแกไขปญหาการองเรยนของลกคา Four steps to effe (2)
Slide 142
Activity Itrsquos all about Teamwork and Empathy
Slide 144
Connect all 9 Dots using only 4 straight lines without lifting
Connect all 9 Dots using only 4 straight lines without lifting (2)
Slide 147
Slide 148
การพฒนาคณภาพการบรการ Improving Service Quality
Since service is not something guests can return or exchange t
การพฒนาคณภาพการบรการ Improving Service Quality (2)
Additional Points ขอแนะนำ
Yes We Can
Slide 154
Honolulu Hawaii
Slide 156
Slide 157
Slide 158
What are other training ideas for your departmental team member
Work in groups
Cross Departmental Training (Weekly)
Yes We Can (2)
Slide 163
Slide 164
Slide 165
Slide 166
Slide 167
Slide 168
Professional Appearancebull Maintain a neat professional well groomed appearance ดแลตนเองใหดด แตงกายปราณต สะอาด และเหมาะสมbull Wear a clean proper uniformbull สวมเคร+องแบบถกตอง และสะอาด
What words do you use when talking about Professional
Appearance
ความเปนมตรFriendliness
Friendliness
bull Smile ยม ต)อนรบอยางจรงใจbull Greet guests and co-workers enthusiastically and
bull Every guest has different expectations of what excellent service is and each employee has a unique opportunity to anticipate and meet those expectations
Fill guests request immediately or when they want something done
สนองตอบค3าร)องขอจากแขกทนท และเมอใดกตามทแขกขอ
Make guests feel as if they are your prioritybull ท3าให)แขกมความร)ส4กวา เขาเปนอนดบแรกทเราให)บรการ
Determining Guest Needs
Anticipate and list the potential needs from the groups below
1 Families with small children2 Honeymooning couple3 Guest with disabilities4 Seniors5 Women traveling alone
Activity 2
The supervisor is giving out daily work instructions before being on duty Notice the front office personnel appropriate
body language to indicate his or her understanding Then mark on the checklist
Student A is a supervisor and
Student B is a front office personnel
Activity 2 Checklist
a) Stand straight but not stiff
b) Balance your weight evenly on both feet
c) Your facial expression must match your message
13 Ask questions to confirm understanding
Questioning is very important
Confusion can also occur when it isnrsquot clear what you are asking
whether you are asking for more information or just checking that yoursquove understood what was
said
Ways to ask questions to confirm understanding include lsquoopen endedrsquo questions such as
ldquoSo I print out the address labels first then what do I dordquo
ldquoShould I send the brochures to all the travel agents listed
hererdquo
ldquoSo you want me to store the fruit in the
fridge Is that rightrdquo
I am sorry I do not understanding Can you tell me again
I am sorry Can you explain exactly what you want me to do
Just to be sure you want me tohellip
Exceed Guest ExpectationsbullThe ldquoHometownrdquo newspaperbullFresh Seafood Fruit etcbull5 star service
Sometimes when there is a problem seeking and offering possible solutions to it is very important
Most likely it is the same way as making suggesting
Making suggestion means giving your opinion about what should be done so you often use the same expressions that you use for expressing opinion
4 ขนตอนในการแก)ไขป+ญหาการ)องเรยนของลกค)าFour steps to effectively handle guest complaints
bullรบฟ+งป+ญหา (Listen to the problem)
bullกลาวขอโทษ (Apologize) ความเหนใจEmpathy
bullแก)ไขป+ญหา (Fix the problem)
bullตดตามผล (Follow up)
Role Play Activity
Handling Complaints
Thank youIrsquom sorryhellipI apologize
I empathizehellip
Perhaps we couldhelliporhellip
Is everything to your satisfaction
What are the top 5 complaints from your customers
What are the top 5 complaints from your boss
Activity Itrsquos all about Teamwork and Empathy
Which departmentco-worker should be contacted whenhellip
1 A guest complains that although he used the ldquoDo Not Disturbrsquo sign a room attendant knocked on the door and woke him up
2 A guest complain that cable is out on the TV and hersquos missing the World Cup match
3 The guest complains that their room smells like smoke4 A meeting planner complains the Air Conditioning in the
meeting room is broken
How would you show Empathy Who follows up
Connect all 9 Dots using only 4 straight lines without lifting the ldquopencilrdquo
Connect all 9 Dots using only 4 straight lines without lifting the ldquopencilrdquo
The key comes in realizing that you donrsquot have to stay ldquoinside the boxrdquo
12
3
4
T
E
A
M
ogether
ach
chieves
ore
ldquo I have a dream helliprdquo
Nobody is perfect but a team can
be
Uplift By flying ldquo V rdquo formation the
flock adds 71 to the (each on itrsquos own)
flying range
ldquo I have a dream helliprdquo
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Since service is not something guests can return or exchange their only option is
to complain
bull เพราะงานบรการมใชสงของทแขกจะสามารถคน
หรอเปลยนใหมใด) ดงนนวธเดยวทแขกของเราจะท3าใด)
คอ ค3าบน และ ร)องท$กข
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Additional Pointsขอแนะนา
bull Guests want a total quality experience not isolated pockets of excellence Work together as a team to resolve guest problems and deliver the best service possible
bull Every guest has different expectations of what excellent service is and each employee has a unique opportunity to anticipate and meet those expectations
Fill guests request immediately or when they want something done
สนองตอบค3าร)องขอจากแขกทนท และเมอใดกตามทแขกขอ
Make guests feel as if they are your prioritybull ท3าให)แขกมความร)ส4กวา เขาเปนอนดบแรกทเราให)บรการ
Determining Guest Needs
Anticipate and list the potential needs from the groups below
1 Families with small children2 Honeymooning couple3 Guest with disabilities4 Seniors5 Women traveling alone
Activity 2
The supervisor is giving out daily work instructions before being on duty Notice the front office personnel appropriate
body language to indicate his or her understanding Then mark on the checklist
Student A is a supervisor and
Student B is a front office personnel
Activity 2 Checklist
a) Stand straight but not stiff
b) Balance your weight evenly on both feet
c) Your facial expression must match your message
13 Ask questions to confirm understanding
Questioning is very important
Confusion can also occur when it isnrsquot clear what you are asking
whether you are asking for more information or just checking that yoursquove understood what was
said
Ways to ask questions to confirm understanding include lsquoopen endedrsquo questions such as
ldquoSo I print out the address labels first then what do I dordquo
ldquoShould I send the brochures to all the travel agents listed
hererdquo
ldquoSo you want me to store the fruit in the
fridge Is that rightrdquo
I am sorry I do not understanding Can you tell me again
I am sorry Can you explain exactly what you want me to do
Just to be sure you want me tohellip
Exceed Guest ExpectationsbullThe ldquoHometownrdquo newspaperbullFresh Seafood Fruit etcbull5 star service
Sometimes when there is a problem seeking and offering possible solutions to it is very important
Most likely it is the same way as making suggesting
Making suggestion means giving your opinion about what should be done so you often use the same expressions that you use for expressing opinion
4 ขนตอนในการแก)ไขป+ญหาการ)องเรยนของลกค)าFour steps to effectively handle guest complaints
bullรบฟ+งป+ญหา (Listen to the problem)
bullกลาวขอโทษ (Apologize) ความเหนใจEmpathy
bullแก)ไขป+ญหา (Fix the problem)
bullตดตามผล (Follow up)
Role Play Activity
Handling Complaints
Thank youIrsquom sorryhellipI apologize
I empathizehellip
Perhaps we couldhelliporhellip
Is everything to your satisfaction
What are the top 5 complaints from your customers
What are the top 5 complaints from your boss
Activity Itrsquos all about Teamwork and Empathy
Which departmentco-worker should be contacted whenhellip
1 A guest complains that although he used the ldquoDo Not Disturbrsquo sign a room attendant knocked on the door and woke him up
2 A guest complain that cable is out on the TV and hersquos missing the World Cup match
3 The guest complains that their room smells like smoke4 A meeting planner complains the Air Conditioning in the
meeting room is broken
How would you show Empathy Who follows up
Connect all 9 Dots using only 4 straight lines without lifting the ldquopencilrdquo
Connect all 9 Dots using only 4 straight lines without lifting the ldquopencilrdquo
The key comes in realizing that you donrsquot have to stay ldquoinside the boxrdquo
12
3
4
T
E
A
M
ogether
ach
chieves
ore
ldquo I have a dream helliprdquo
Nobody is perfect but a team can
be
Uplift By flying ldquo V rdquo formation the
flock adds 71 to the (each on itrsquos own)
flying range
ldquo I have a dream helliprdquo
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Since service is not something guests can return or exchange their only option is
to complain
bull เพราะงานบรการมใชสงของทแขกจะสามารถคน
หรอเปลยนใหมใด) ดงนนวธเดยวทแขกของเราจะท3าใด)
คอ ค3าบน และ ร)องท$กข
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Additional Pointsขอแนะนา
bull Guests want a total quality experience not isolated pockets of excellence Work together as a team to resolve guest problems and deliver the best service possible
bull Every guest has different expectations of what excellent service is and each employee has a unique opportunity to anticipate and meet those expectations
Fill guests request immediately or when they want something done
สนองตอบค3าร)องขอจากแขกทนท และเมอใดกตามทแขกขอ
Make guests feel as if they are your prioritybull ท3าให)แขกมความร)ส4กวา เขาเปนอนดบแรกทเราให)บรการ
Determining Guest Needs
Anticipate and list the potential needs from the groups below
1 Families with small children2 Honeymooning couple3 Guest with disabilities4 Seniors5 Women traveling alone
Activity 2
The supervisor is giving out daily work instructions before being on duty Notice the front office personnel appropriate
body language to indicate his or her understanding Then mark on the checklist
Student A is a supervisor and
Student B is a front office personnel
Activity 2 Checklist
a) Stand straight but not stiff
b) Balance your weight evenly on both feet
c) Your facial expression must match your message
13 Ask questions to confirm understanding
Questioning is very important
Confusion can also occur when it isnrsquot clear what you are asking
whether you are asking for more information or just checking that yoursquove understood what was
said
Ways to ask questions to confirm understanding include lsquoopen endedrsquo questions such as
ldquoSo I print out the address labels first then what do I dordquo
ldquoShould I send the brochures to all the travel agents listed
hererdquo
ldquoSo you want me to store the fruit in the
fridge Is that rightrdquo
I am sorry I do not understanding Can you tell me again
I am sorry Can you explain exactly what you want me to do
Just to be sure you want me tohellip
Exceed Guest ExpectationsbullThe ldquoHometownrdquo newspaperbullFresh Seafood Fruit etcbull5 star service
Sometimes when there is a problem seeking and offering possible solutions to it is very important
Most likely it is the same way as making suggesting
Making suggestion means giving your opinion about what should be done so you often use the same expressions that you use for expressing opinion
4 ขนตอนในการแก)ไขป+ญหาการ)องเรยนของลกค)าFour steps to effectively handle guest complaints
bullรบฟ+งป+ญหา (Listen to the problem)
bullกลาวขอโทษ (Apologize) ความเหนใจEmpathy
bullแก)ไขป+ญหา (Fix the problem)
bullตดตามผล (Follow up)
Role Play Activity
Handling Complaints
Thank youIrsquom sorryhellipI apologize
I empathizehellip
Perhaps we couldhelliporhellip
Is everything to your satisfaction
What are the top 5 complaints from your customers
What are the top 5 complaints from your boss
Activity Itrsquos all about Teamwork and Empathy
Which departmentco-worker should be contacted whenhellip
1 A guest complains that although he used the ldquoDo Not Disturbrsquo sign a room attendant knocked on the door and woke him up
2 A guest complain that cable is out on the TV and hersquos missing the World Cup match
3 The guest complains that their room smells like smoke4 A meeting planner complains the Air Conditioning in the
meeting room is broken
How would you show Empathy Who follows up
Connect all 9 Dots using only 4 straight lines without lifting the ldquopencilrdquo
Connect all 9 Dots using only 4 straight lines without lifting the ldquopencilrdquo
The key comes in realizing that you donrsquot have to stay ldquoinside the boxrdquo
12
3
4
T
E
A
M
ogether
ach
chieves
ore
ldquo I have a dream helliprdquo
Nobody is perfect but a team can
be
Uplift By flying ldquo V rdquo formation the
flock adds 71 to the (each on itrsquos own)
flying range
ldquo I have a dream helliprdquo
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Since service is not something guests can return or exchange their only option is
to complain
bull เพราะงานบรการมใชสงของทแขกจะสามารถคน
หรอเปลยนใหมใด) ดงนนวธเดยวทแขกของเราจะท3าใด)
คอ ค3าบน และ ร)องท$กข
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Additional Pointsขอแนะนา
bull Guests want a total quality experience not isolated pockets of excellence Work together as a team to resolve guest problems and deliver the best service possible
bull Every guest has different expectations of what excellent service is and each employee has a unique opportunity to anticipate and meet those expectations
Fill guests request immediately or when they want something done
สนองตอบค3าร)องขอจากแขกทนท และเมอใดกตามทแขกขอ
Make guests feel as if they are your prioritybull ท3าให)แขกมความร)ส4กวา เขาเปนอนดบแรกทเราให)บรการ
Determining Guest Needs
Anticipate and list the potential needs from the groups below
1 Families with small children2 Honeymooning couple3 Guest with disabilities4 Seniors5 Women traveling alone
Activity 2
The supervisor is giving out daily work instructions before being on duty Notice the front office personnel appropriate
body language to indicate his or her understanding Then mark on the checklist
Student A is a supervisor and
Student B is a front office personnel
Activity 2 Checklist
a) Stand straight but not stiff
b) Balance your weight evenly on both feet
c) Your facial expression must match your message
13 Ask questions to confirm understanding
Questioning is very important
Confusion can also occur when it isnrsquot clear what you are asking
whether you are asking for more information or just checking that yoursquove understood what was
said
Ways to ask questions to confirm understanding include lsquoopen endedrsquo questions such as
ldquoSo I print out the address labels first then what do I dordquo
ldquoShould I send the brochures to all the travel agents listed
hererdquo
ldquoSo you want me to store the fruit in the
fridge Is that rightrdquo
I am sorry I do not understanding Can you tell me again
I am sorry Can you explain exactly what you want me to do
Just to be sure you want me tohellip
Exceed Guest ExpectationsbullThe ldquoHometownrdquo newspaperbullFresh Seafood Fruit etcbull5 star service
Sometimes when there is a problem seeking and offering possible solutions to it is very important
Most likely it is the same way as making suggesting
Making suggestion means giving your opinion about what should be done so you often use the same expressions that you use for expressing opinion
4 ขนตอนในการแก)ไขป+ญหาการ)องเรยนของลกค)าFour steps to effectively handle guest complaints
bullรบฟ+งป+ญหา (Listen to the problem)
bullกลาวขอโทษ (Apologize) ความเหนใจEmpathy
bullแก)ไขป+ญหา (Fix the problem)
bullตดตามผล (Follow up)
Role Play Activity
Handling Complaints
Thank youIrsquom sorryhellipI apologize
I empathizehellip
Perhaps we couldhelliporhellip
Is everything to your satisfaction
What are the top 5 complaints from your customers
What are the top 5 complaints from your boss
Activity Itrsquos all about Teamwork and Empathy
Which departmentco-worker should be contacted whenhellip
1 A guest complains that although he used the ldquoDo Not Disturbrsquo sign a room attendant knocked on the door and woke him up
2 A guest complain that cable is out on the TV and hersquos missing the World Cup match
3 The guest complains that their room smells like smoke4 A meeting planner complains the Air Conditioning in the
meeting room is broken
How would you show Empathy Who follows up
Connect all 9 Dots using only 4 straight lines without lifting the ldquopencilrdquo
Connect all 9 Dots using only 4 straight lines without lifting the ldquopencilrdquo
The key comes in realizing that you donrsquot have to stay ldquoinside the boxrdquo
12
3
4
T
E
A
M
ogether
ach
chieves
ore
ldquo I have a dream helliprdquo
Nobody is perfect but a team can
be
Uplift By flying ldquo V rdquo formation the
flock adds 71 to the (each on itrsquos own)
flying range
ldquo I have a dream helliprdquo
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Since service is not something guests can return or exchange their only option is
to complain
bull เพราะงานบรการมใชสงของทแขกจะสามารถคน
หรอเปลยนใหมใด) ดงนนวธเดยวทแขกของเราจะท3าใด)
คอ ค3าบน และ ร)องท$กข
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Additional Pointsขอแนะนา
bull Guests want a total quality experience not isolated pockets of excellence Work together as a team to resolve guest problems and deliver the best service possible
bull Every guest has different expectations of what excellent service is and each employee has a unique opportunity to anticipate and meet those expectations
Fill guests request immediately or when they want something done
สนองตอบค3าร)องขอจากแขกทนท และเมอใดกตามทแขกขอ
Make guests feel as if they are your prioritybull ท3าให)แขกมความร)ส4กวา เขาเปนอนดบแรกทเราให)บรการ
Determining Guest Needs
Anticipate and list the potential needs from the groups below
1 Families with small children2 Honeymooning couple3 Guest with disabilities4 Seniors5 Women traveling alone
Activity 2
The supervisor is giving out daily work instructions before being on duty Notice the front office personnel appropriate
body language to indicate his or her understanding Then mark on the checklist
Student A is a supervisor and
Student B is a front office personnel
Activity 2 Checklist
a) Stand straight but not stiff
b) Balance your weight evenly on both feet
c) Your facial expression must match your message
13 Ask questions to confirm understanding
Questioning is very important
Confusion can also occur when it isnrsquot clear what you are asking
whether you are asking for more information or just checking that yoursquove understood what was
said
Ways to ask questions to confirm understanding include lsquoopen endedrsquo questions such as
ldquoSo I print out the address labels first then what do I dordquo
ldquoShould I send the brochures to all the travel agents listed
hererdquo
ldquoSo you want me to store the fruit in the
fridge Is that rightrdquo
I am sorry I do not understanding Can you tell me again
I am sorry Can you explain exactly what you want me to do
Just to be sure you want me tohellip
Exceed Guest ExpectationsbullThe ldquoHometownrdquo newspaperbullFresh Seafood Fruit etcbull5 star service
Sometimes when there is a problem seeking and offering possible solutions to it is very important
Most likely it is the same way as making suggesting
Making suggestion means giving your opinion about what should be done so you often use the same expressions that you use for expressing opinion
4 ขนตอนในการแก)ไขป+ญหาการ)องเรยนของลกค)าFour steps to effectively handle guest complaints
bullรบฟ+งป+ญหา (Listen to the problem)
bullกลาวขอโทษ (Apologize) ความเหนใจEmpathy
bullแก)ไขป+ญหา (Fix the problem)
bullตดตามผล (Follow up)
Role Play Activity
Handling Complaints
Thank youIrsquom sorryhellipI apologize
I empathizehellip
Perhaps we couldhelliporhellip
Is everything to your satisfaction
What are the top 5 complaints from your customers
What are the top 5 complaints from your boss
Activity Itrsquos all about Teamwork and Empathy
Which departmentco-worker should be contacted whenhellip
1 A guest complains that although he used the ldquoDo Not Disturbrsquo sign a room attendant knocked on the door and woke him up
2 A guest complain that cable is out on the TV and hersquos missing the World Cup match
3 The guest complains that their room smells like smoke4 A meeting planner complains the Air Conditioning in the
meeting room is broken
How would you show Empathy Who follows up
Connect all 9 Dots using only 4 straight lines without lifting the ldquopencilrdquo
Connect all 9 Dots using only 4 straight lines without lifting the ldquopencilrdquo
The key comes in realizing that you donrsquot have to stay ldquoinside the boxrdquo
12
3
4
T
E
A
M
ogether
ach
chieves
ore
ldquo I have a dream helliprdquo
Nobody is perfect but a team can
be
Uplift By flying ldquo V rdquo formation the
flock adds 71 to the (each on itrsquos own)
flying range
ldquo I have a dream helliprdquo
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Since service is not something guests can return or exchange their only option is
to complain
bull เพราะงานบรการมใชสงของทแขกจะสามารถคน
หรอเปลยนใหมใด) ดงนนวธเดยวทแขกของเราจะท3าใด)
คอ ค3าบน และ ร)องท$กข
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Additional Pointsขอแนะนา
bull Guests want a total quality experience not isolated pockets of excellence Work together as a team to resolve guest problems and deliver the best service possible
bull Every guest has different expectations of what excellent service is and each employee has a unique opportunity to anticipate and meet those expectations
Fill guests request immediately or when they want something done
สนองตอบค3าร)องขอจากแขกทนท และเมอใดกตามทแขกขอ
Make guests feel as if they are your prioritybull ท3าให)แขกมความร)ส4กวา เขาเปนอนดบแรกทเราให)บรการ
Determining Guest Needs
Anticipate and list the potential needs from the groups below
1 Families with small children2 Honeymooning couple3 Guest with disabilities4 Seniors5 Women traveling alone
Activity 2
The supervisor is giving out daily work instructions before being on duty Notice the front office personnel appropriate
body language to indicate his or her understanding Then mark on the checklist
Student A is a supervisor and
Student B is a front office personnel
Activity 2 Checklist
a) Stand straight but not stiff
b) Balance your weight evenly on both feet
c) Your facial expression must match your message
13 Ask questions to confirm understanding
Questioning is very important
Confusion can also occur when it isnrsquot clear what you are asking
whether you are asking for more information or just checking that yoursquove understood what was
said
Ways to ask questions to confirm understanding include lsquoopen endedrsquo questions such as
ldquoSo I print out the address labels first then what do I dordquo
ldquoShould I send the brochures to all the travel agents listed
hererdquo
ldquoSo you want me to store the fruit in the
fridge Is that rightrdquo
I am sorry I do not understanding Can you tell me again
I am sorry Can you explain exactly what you want me to do
Just to be sure you want me tohellip
Exceed Guest ExpectationsbullThe ldquoHometownrdquo newspaperbullFresh Seafood Fruit etcbull5 star service
Sometimes when there is a problem seeking and offering possible solutions to it is very important
Most likely it is the same way as making suggesting
Making suggestion means giving your opinion about what should be done so you often use the same expressions that you use for expressing opinion
4 ขนตอนในการแก)ไขป+ญหาการ)องเรยนของลกค)าFour steps to effectively handle guest complaints
bullรบฟ+งป+ญหา (Listen to the problem)
bullกลาวขอโทษ (Apologize) ความเหนใจEmpathy
bullแก)ไขป+ญหา (Fix the problem)
bullตดตามผล (Follow up)
Role Play Activity
Handling Complaints
Thank youIrsquom sorryhellipI apologize
I empathizehellip
Perhaps we couldhelliporhellip
Is everything to your satisfaction
What are the top 5 complaints from your customers
What are the top 5 complaints from your boss
Activity Itrsquos all about Teamwork and Empathy
Which departmentco-worker should be contacted whenhellip
1 A guest complains that although he used the ldquoDo Not Disturbrsquo sign a room attendant knocked on the door and woke him up
2 A guest complain that cable is out on the TV and hersquos missing the World Cup match
3 The guest complains that their room smells like smoke4 A meeting planner complains the Air Conditioning in the
meeting room is broken
How would you show Empathy Who follows up
Connect all 9 Dots using only 4 straight lines without lifting the ldquopencilrdquo
Connect all 9 Dots using only 4 straight lines without lifting the ldquopencilrdquo
The key comes in realizing that you donrsquot have to stay ldquoinside the boxrdquo
12
3
4
T
E
A
M
ogether
ach
chieves
ore
ldquo I have a dream helliprdquo
Nobody is perfect but a team can
be
Uplift By flying ldquo V rdquo formation the
flock adds 71 to the (each on itrsquos own)
flying range
ldquo I have a dream helliprdquo
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Since service is not something guests can return or exchange their only option is
to complain
bull เพราะงานบรการมใชสงของทแขกจะสามารถคน
หรอเปลยนใหมใด) ดงนนวธเดยวทแขกของเราจะท3าใด)
คอ ค3าบน และ ร)องท$กข
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Additional Pointsขอแนะนา
bull Guests want a total quality experience not isolated pockets of excellence Work together as a team to resolve guest problems and deliver the best service possible
bull Every guest has different expectations of what excellent service is and each employee has a unique opportunity to anticipate and meet those expectations
Fill guests request immediately or when they want something done
สนองตอบค3าร)องขอจากแขกทนท และเมอใดกตามทแขกขอ
Make guests feel as if they are your prioritybull ท3าให)แขกมความร)ส4กวา เขาเปนอนดบแรกทเราให)บรการ
Determining Guest Needs
Anticipate and list the potential needs from the groups below
1 Families with small children2 Honeymooning couple3 Guest with disabilities4 Seniors5 Women traveling alone
Activity 2
The supervisor is giving out daily work instructions before being on duty Notice the front office personnel appropriate
body language to indicate his or her understanding Then mark on the checklist
Student A is a supervisor and
Student B is a front office personnel
Activity 2 Checklist
a) Stand straight but not stiff
b) Balance your weight evenly on both feet
c) Your facial expression must match your message
13 Ask questions to confirm understanding
Questioning is very important
Confusion can also occur when it isnrsquot clear what you are asking
whether you are asking for more information or just checking that yoursquove understood what was
said
Ways to ask questions to confirm understanding include lsquoopen endedrsquo questions such as
ldquoSo I print out the address labels first then what do I dordquo
ldquoShould I send the brochures to all the travel agents listed
hererdquo
ldquoSo you want me to store the fruit in the
fridge Is that rightrdquo
I am sorry I do not understanding Can you tell me again
I am sorry Can you explain exactly what you want me to do
Just to be sure you want me tohellip
Exceed Guest ExpectationsbullThe ldquoHometownrdquo newspaperbullFresh Seafood Fruit etcbull5 star service
Sometimes when there is a problem seeking and offering possible solutions to it is very important
Most likely it is the same way as making suggesting
Making suggestion means giving your opinion about what should be done so you often use the same expressions that you use for expressing opinion
4 ขนตอนในการแก)ไขป+ญหาการ)องเรยนของลกค)าFour steps to effectively handle guest complaints
bullรบฟ+งป+ญหา (Listen to the problem)
bullกลาวขอโทษ (Apologize) ความเหนใจEmpathy
bullแก)ไขป+ญหา (Fix the problem)
bullตดตามผล (Follow up)
Role Play Activity
Handling Complaints
Thank youIrsquom sorryhellipI apologize
I empathizehellip
Perhaps we couldhelliporhellip
Is everything to your satisfaction
What are the top 5 complaints from your customers
What are the top 5 complaints from your boss
Activity Itrsquos all about Teamwork and Empathy
Which departmentco-worker should be contacted whenhellip
1 A guest complains that although he used the ldquoDo Not Disturbrsquo sign a room attendant knocked on the door and woke him up
2 A guest complain that cable is out on the TV and hersquos missing the World Cup match
3 The guest complains that their room smells like smoke4 A meeting planner complains the Air Conditioning in the
meeting room is broken
How would you show Empathy Who follows up
Connect all 9 Dots using only 4 straight lines without lifting the ldquopencilrdquo
Connect all 9 Dots using only 4 straight lines without lifting the ldquopencilrdquo
The key comes in realizing that you donrsquot have to stay ldquoinside the boxrdquo
12
3
4
T
E
A
M
ogether
ach
chieves
ore
ldquo I have a dream helliprdquo
Nobody is perfect but a team can
be
Uplift By flying ldquo V rdquo formation the
flock adds 71 to the (each on itrsquos own)
flying range
ldquo I have a dream helliprdquo
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Since service is not something guests can return or exchange their only option is
to complain
bull เพราะงานบรการมใชสงของทแขกจะสามารถคน
หรอเปลยนใหมใด) ดงนนวธเดยวทแขกของเราจะท3าใด)
คอ ค3าบน และ ร)องท$กข
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Additional Pointsขอแนะนา
bull Guests want a total quality experience not isolated pockets of excellence Work together as a team to resolve guest problems and deliver the best service possible
bull Every guest has different expectations of what excellent service is and each employee has a unique opportunity to anticipate and meet those expectations
Fill guests request immediately or when they want something done
สนองตอบค3าร)องขอจากแขกทนท และเมอใดกตามทแขกขอ
Make guests feel as if they are your prioritybull ท3าให)แขกมความร)ส4กวา เขาเปนอนดบแรกทเราให)บรการ
Determining Guest Needs
Anticipate and list the potential needs from the groups below
1 Families with small children2 Honeymooning couple3 Guest with disabilities4 Seniors5 Women traveling alone
Activity 2
The supervisor is giving out daily work instructions before being on duty Notice the front office personnel appropriate
body language to indicate his or her understanding Then mark on the checklist
Student A is a supervisor and
Student B is a front office personnel
Activity 2 Checklist
a) Stand straight but not stiff
b) Balance your weight evenly on both feet
c) Your facial expression must match your message
13 Ask questions to confirm understanding
Questioning is very important
Confusion can also occur when it isnrsquot clear what you are asking
whether you are asking for more information or just checking that yoursquove understood what was
said
Ways to ask questions to confirm understanding include lsquoopen endedrsquo questions such as
ldquoSo I print out the address labels first then what do I dordquo
ldquoShould I send the brochures to all the travel agents listed
hererdquo
ldquoSo you want me to store the fruit in the
fridge Is that rightrdquo
I am sorry I do not understanding Can you tell me again
I am sorry Can you explain exactly what you want me to do
Just to be sure you want me tohellip
Exceed Guest ExpectationsbullThe ldquoHometownrdquo newspaperbullFresh Seafood Fruit etcbull5 star service
Sometimes when there is a problem seeking and offering possible solutions to it is very important
Most likely it is the same way as making suggesting
Making suggestion means giving your opinion about what should be done so you often use the same expressions that you use for expressing opinion
4 ขนตอนในการแก)ไขป+ญหาการ)องเรยนของลกค)าFour steps to effectively handle guest complaints
bullรบฟ+งป+ญหา (Listen to the problem)
bullกลาวขอโทษ (Apologize) ความเหนใจEmpathy
bullแก)ไขป+ญหา (Fix the problem)
bullตดตามผล (Follow up)
Role Play Activity
Handling Complaints
Thank youIrsquom sorryhellipI apologize
I empathizehellip
Perhaps we couldhelliporhellip
Is everything to your satisfaction
What are the top 5 complaints from your customers
What are the top 5 complaints from your boss
Activity Itrsquos all about Teamwork and Empathy
Which departmentco-worker should be contacted whenhellip
1 A guest complains that although he used the ldquoDo Not Disturbrsquo sign a room attendant knocked on the door and woke him up
2 A guest complain that cable is out on the TV and hersquos missing the World Cup match
3 The guest complains that their room smells like smoke4 A meeting planner complains the Air Conditioning in the
meeting room is broken
How would you show Empathy Who follows up
Connect all 9 Dots using only 4 straight lines without lifting the ldquopencilrdquo
Connect all 9 Dots using only 4 straight lines without lifting the ldquopencilrdquo
The key comes in realizing that you donrsquot have to stay ldquoinside the boxrdquo
12
3
4
T
E
A
M
ogether
ach
chieves
ore
ldquo I have a dream helliprdquo
Nobody is perfect but a team can
be
Uplift By flying ldquo V rdquo formation the
flock adds 71 to the (each on itrsquos own)
flying range
ldquo I have a dream helliprdquo
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Since service is not something guests can return or exchange their only option is
to complain
bull เพราะงานบรการมใชสงของทแขกจะสามารถคน
หรอเปลยนใหมใด) ดงนนวธเดยวทแขกของเราจะท3าใด)
คอ ค3าบน และ ร)องท$กข
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Additional Pointsขอแนะนา
bull Guests want a total quality experience not isolated pockets of excellence Work together as a team to resolve guest problems and deliver the best service possible
bull Every guest has different expectations of what excellent service is and each employee has a unique opportunity to anticipate and meet those expectations
Fill guests request immediately or when they want something done
สนองตอบค3าร)องขอจากแขกทนท และเมอใดกตามทแขกขอ
Make guests feel as if they are your prioritybull ท3าให)แขกมความร)ส4กวา เขาเปนอนดบแรกทเราให)บรการ
Determining Guest Needs
Anticipate and list the potential needs from the groups below
1 Families with small children2 Honeymooning couple3 Guest with disabilities4 Seniors5 Women traveling alone
Activity 2
The supervisor is giving out daily work instructions before being on duty Notice the front office personnel appropriate
body language to indicate his or her understanding Then mark on the checklist
Student A is a supervisor and
Student B is a front office personnel
Activity 2 Checklist
a) Stand straight but not stiff
b) Balance your weight evenly on both feet
c) Your facial expression must match your message
13 Ask questions to confirm understanding
Questioning is very important
Confusion can also occur when it isnrsquot clear what you are asking
whether you are asking for more information or just checking that yoursquove understood what was
said
Ways to ask questions to confirm understanding include lsquoopen endedrsquo questions such as
ldquoSo I print out the address labels first then what do I dordquo
ldquoShould I send the brochures to all the travel agents listed
hererdquo
ldquoSo you want me to store the fruit in the
fridge Is that rightrdquo
I am sorry I do not understanding Can you tell me again
I am sorry Can you explain exactly what you want me to do
Just to be sure you want me tohellip
Exceed Guest ExpectationsbullThe ldquoHometownrdquo newspaperbullFresh Seafood Fruit etcbull5 star service
Sometimes when there is a problem seeking and offering possible solutions to it is very important
Most likely it is the same way as making suggesting
Making suggestion means giving your opinion about what should be done so you often use the same expressions that you use for expressing opinion
4 ขนตอนในการแก)ไขป+ญหาการ)องเรยนของลกค)าFour steps to effectively handle guest complaints
bullรบฟ+งป+ญหา (Listen to the problem)
bullกลาวขอโทษ (Apologize) ความเหนใจEmpathy
bullแก)ไขป+ญหา (Fix the problem)
bullตดตามผล (Follow up)
Role Play Activity
Handling Complaints
Thank youIrsquom sorryhellipI apologize
I empathizehellip
Perhaps we couldhelliporhellip
Is everything to your satisfaction
What are the top 5 complaints from your customers
What are the top 5 complaints from your boss
Activity Itrsquos all about Teamwork and Empathy
Which departmentco-worker should be contacted whenhellip
1 A guest complains that although he used the ldquoDo Not Disturbrsquo sign a room attendant knocked on the door and woke him up
2 A guest complain that cable is out on the TV and hersquos missing the World Cup match
3 The guest complains that their room smells like smoke4 A meeting planner complains the Air Conditioning in the
meeting room is broken
How would you show Empathy Who follows up
Connect all 9 Dots using only 4 straight lines without lifting the ldquopencilrdquo
Connect all 9 Dots using only 4 straight lines without lifting the ldquopencilrdquo
The key comes in realizing that you donrsquot have to stay ldquoinside the boxrdquo
12
3
4
T
E
A
M
ogether
ach
chieves
ore
ldquo I have a dream helliprdquo
Nobody is perfect but a team can
be
Uplift By flying ldquo V rdquo formation the
flock adds 71 to the (each on itrsquos own)
flying range
ldquo I have a dream helliprdquo
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Since service is not something guests can return or exchange their only option is
to complain
bull เพราะงานบรการมใชสงของทแขกจะสามารถคน
หรอเปลยนใหมใด) ดงนนวธเดยวทแขกของเราจะท3าใด)
คอ ค3าบน และ ร)องท$กข
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Additional Pointsขอแนะนา
bull Guests want a total quality experience not isolated pockets of excellence Work together as a team to resolve guest problems and deliver the best service possible
bull Every guest has different expectations of what excellent service is and each employee has a unique opportunity to anticipate and meet those expectations
Fill guests request immediately or when they want something done
สนองตอบค3าร)องขอจากแขกทนท และเมอใดกตามทแขกขอ
Make guests feel as if they are your prioritybull ท3าให)แขกมความร)ส4กวา เขาเปนอนดบแรกทเราให)บรการ
Determining Guest Needs
Anticipate and list the potential needs from the groups below
1 Families with small children2 Honeymooning couple3 Guest with disabilities4 Seniors5 Women traveling alone
Activity 2
The supervisor is giving out daily work instructions before being on duty Notice the front office personnel appropriate
body language to indicate his or her understanding Then mark on the checklist
Student A is a supervisor and
Student B is a front office personnel
Activity 2 Checklist
a) Stand straight but not stiff
b) Balance your weight evenly on both feet
c) Your facial expression must match your message
13 Ask questions to confirm understanding
Questioning is very important
Confusion can also occur when it isnrsquot clear what you are asking
whether you are asking for more information or just checking that yoursquove understood what was
said
Ways to ask questions to confirm understanding include lsquoopen endedrsquo questions such as
ldquoSo I print out the address labels first then what do I dordquo
ldquoShould I send the brochures to all the travel agents listed
hererdquo
ldquoSo you want me to store the fruit in the
fridge Is that rightrdquo
I am sorry I do not understanding Can you tell me again
I am sorry Can you explain exactly what you want me to do
Just to be sure you want me tohellip
Exceed Guest ExpectationsbullThe ldquoHometownrdquo newspaperbullFresh Seafood Fruit etcbull5 star service
Sometimes when there is a problem seeking and offering possible solutions to it is very important
Most likely it is the same way as making suggesting
Making suggestion means giving your opinion about what should be done so you often use the same expressions that you use for expressing opinion
4 ขนตอนในการแก)ไขป+ญหาการ)องเรยนของลกค)าFour steps to effectively handle guest complaints
bullรบฟ+งป+ญหา (Listen to the problem)
bullกลาวขอโทษ (Apologize) ความเหนใจEmpathy
bullแก)ไขป+ญหา (Fix the problem)
bullตดตามผล (Follow up)
Role Play Activity
Handling Complaints
Thank youIrsquom sorryhellipI apologize
I empathizehellip
Perhaps we couldhelliporhellip
Is everything to your satisfaction
What are the top 5 complaints from your customers
What are the top 5 complaints from your boss
Activity Itrsquos all about Teamwork and Empathy
Which departmentco-worker should be contacted whenhellip
1 A guest complains that although he used the ldquoDo Not Disturbrsquo sign a room attendant knocked on the door and woke him up
2 A guest complain that cable is out on the TV and hersquos missing the World Cup match
3 The guest complains that their room smells like smoke4 A meeting planner complains the Air Conditioning in the
meeting room is broken
How would you show Empathy Who follows up
Connect all 9 Dots using only 4 straight lines without lifting the ldquopencilrdquo
Connect all 9 Dots using only 4 straight lines without lifting the ldquopencilrdquo
The key comes in realizing that you donrsquot have to stay ldquoinside the boxrdquo
12
3
4
T
E
A
M
ogether
ach
chieves
ore
ldquo I have a dream helliprdquo
Nobody is perfect but a team can
be
Uplift By flying ldquo V rdquo formation the
flock adds 71 to the (each on itrsquos own)
flying range
ldquo I have a dream helliprdquo
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Since service is not something guests can return or exchange their only option is
to complain
bull เพราะงานบรการมใชสงของทแขกจะสามารถคน
หรอเปลยนใหมใด) ดงนนวธเดยวทแขกของเราจะท3าใด)
คอ ค3าบน และ ร)องท$กข
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Additional Pointsขอแนะนา
bull Guests want a total quality experience not isolated pockets of excellence Work together as a team to resolve guest problems and deliver the best service possible
bull Every guest has different expectations of what excellent service is and each employee has a unique opportunity to anticipate and meet those expectations
Fill guests request immediately or when they want something done
สนองตอบค3าร)องขอจากแขกทนท และเมอใดกตามทแขกขอ
Make guests feel as if they are your prioritybull ท3าให)แขกมความร)ส4กวา เขาเปนอนดบแรกทเราให)บรการ
Determining Guest Needs
Anticipate and list the potential needs from the groups below
1 Families with small children2 Honeymooning couple3 Guest with disabilities4 Seniors5 Women traveling alone
Activity 2
The supervisor is giving out daily work instructions before being on duty Notice the front office personnel appropriate
body language to indicate his or her understanding Then mark on the checklist
Student A is a supervisor and
Student B is a front office personnel
Activity 2 Checklist
a) Stand straight but not stiff
b) Balance your weight evenly on both feet
c) Your facial expression must match your message
13 Ask questions to confirm understanding
Questioning is very important
Confusion can also occur when it isnrsquot clear what you are asking
whether you are asking for more information or just checking that yoursquove understood what was
said
Ways to ask questions to confirm understanding include lsquoopen endedrsquo questions such as
ldquoSo I print out the address labels first then what do I dordquo
ldquoShould I send the brochures to all the travel agents listed
hererdquo
ldquoSo you want me to store the fruit in the
fridge Is that rightrdquo
I am sorry I do not understanding Can you tell me again
I am sorry Can you explain exactly what you want me to do
Just to be sure you want me tohellip
Exceed Guest ExpectationsbullThe ldquoHometownrdquo newspaperbullFresh Seafood Fruit etcbull5 star service
Sometimes when there is a problem seeking and offering possible solutions to it is very important
Most likely it is the same way as making suggesting
Making suggestion means giving your opinion about what should be done so you often use the same expressions that you use for expressing opinion
4 ขนตอนในการแก)ไขป+ญหาการ)องเรยนของลกค)าFour steps to effectively handle guest complaints
bullรบฟ+งป+ญหา (Listen to the problem)
bullกลาวขอโทษ (Apologize) ความเหนใจEmpathy
bullแก)ไขป+ญหา (Fix the problem)
bullตดตามผล (Follow up)
Role Play Activity
Handling Complaints
Thank youIrsquom sorryhellipI apologize
I empathizehellip
Perhaps we couldhelliporhellip
Is everything to your satisfaction
What are the top 5 complaints from your customers
What are the top 5 complaints from your boss
Activity Itrsquos all about Teamwork and Empathy
Which departmentco-worker should be contacted whenhellip
1 A guest complains that although he used the ldquoDo Not Disturbrsquo sign a room attendant knocked on the door and woke him up
2 A guest complain that cable is out on the TV and hersquos missing the World Cup match
3 The guest complains that their room smells like smoke4 A meeting planner complains the Air Conditioning in the
meeting room is broken
How would you show Empathy Who follows up
Connect all 9 Dots using only 4 straight lines without lifting the ldquopencilrdquo
Connect all 9 Dots using only 4 straight lines without lifting the ldquopencilrdquo
The key comes in realizing that you donrsquot have to stay ldquoinside the boxrdquo
12
3
4
T
E
A
M
ogether
ach
chieves
ore
ldquo I have a dream helliprdquo
Nobody is perfect but a team can
be
Uplift By flying ldquo V rdquo formation the
flock adds 71 to the (each on itrsquos own)
flying range
ldquo I have a dream helliprdquo
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Since service is not something guests can return or exchange their only option is
to complain
bull เพราะงานบรการมใชสงของทแขกจะสามารถคน
หรอเปลยนใหมใด) ดงนนวธเดยวทแขกของเราจะท3าใด)
คอ ค3าบน และ ร)องท$กข
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Additional Pointsขอแนะนา
bull Guests want a total quality experience not isolated pockets of excellence Work together as a team to resolve guest problems and deliver the best service possible
bull Every guest has different expectations of what excellent service is and each employee has a unique opportunity to anticipate and meet those expectations
Fill guests request immediately or when they want something done
สนองตอบค3าร)องขอจากแขกทนท และเมอใดกตามทแขกขอ
Make guests feel as if they are your prioritybull ท3าให)แขกมความร)ส4กวา เขาเปนอนดบแรกทเราให)บรการ
Determining Guest Needs
Anticipate and list the potential needs from the groups below
1 Families with small children2 Honeymooning couple3 Guest with disabilities4 Seniors5 Women traveling alone
Activity 2
The supervisor is giving out daily work instructions before being on duty Notice the front office personnel appropriate
body language to indicate his or her understanding Then mark on the checklist
Student A is a supervisor and
Student B is a front office personnel
Activity 2 Checklist
a) Stand straight but not stiff
b) Balance your weight evenly on both feet
c) Your facial expression must match your message
13 Ask questions to confirm understanding
Questioning is very important
Confusion can also occur when it isnrsquot clear what you are asking
whether you are asking for more information or just checking that yoursquove understood what was
said
Ways to ask questions to confirm understanding include lsquoopen endedrsquo questions such as
ldquoSo I print out the address labels first then what do I dordquo
ldquoShould I send the brochures to all the travel agents listed
hererdquo
ldquoSo you want me to store the fruit in the
fridge Is that rightrdquo
I am sorry I do not understanding Can you tell me again
I am sorry Can you explain exactly what you want me to do
Just to be sure you want me tohellip
Exceed Guest ExpectationsbullThe ldquoHometownrdquo newspaperbullFresh Seafood Fruit etcbull5 star service
Sometimes when there is a problem seeking and offering possible solutions to it is very important
Most likely it is the same way as making suggesting
Making suggestion means giving your opinion about what should be done so you often use the same expressions that you use for expressing opinion
4 ขนตอนในการแก)ไขป+ญหาการ)องเรยนของลกค)าFour steps to effectively handle guest complaints
bullรบฟ+งป+ญหา (Listen to the problem)
bullกลาวขอโทษ (Apologize) ความเหนใจEmpathy
bullแก)ไขป+ญหา (Fix the problem)
bullตดตามผล (Follow up)
Role Play Activity
Handling Complaints
Thank youIrsquom sorryhellipI apologize
I empathizehellip
Perhaps we couldhelliporhellip
Is everything to your satisfaction
What are the top 5 complaints from your customers
What are the top 5 complaints from your boss
Activity Itrsquos all about Teamwork and Empathy
Which departmentco-worker should be contacted whenhellip
1 A guest complains that although he used the ldquoDo Not Disturbrsquo sign a room attendant knocked on the door and woke him up
2 A guest complain that cable is out on the TV and hersquos missing the World Cup match
3 The guest complains that their room smells like smoke4 A meeting planner complains the Air Conditioning in the
meeting room is broken
How would you show Empathy Who follows up
Connect all 9 Dots using only 4 straight lines without lifting the ldquopencilrdquo
Connect all 9 Dots using only 4 straight lines without lifting the ldquopencilrdquo
The key comes in realizing that you donrsquot have to stay ldquoinside the boxrdquo
12
3
4
T
E
A
M
ogether
ach
chieves
ore
ldquo I have a dream helliprdquo
Nobody is perfect but a team can
be
Uplift By flying ldquo V rdquo formation the
flock adds 71 to the (each on itrsquos own)
flying range
ldquo I have a dream helliprdquo
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Since service is not something guests can return or exchange their only option is
to complain
bull เพราะงานบรการมใชสงของทแขกจะสามารถคน
หรอเปลยนใหมใด) ดงนนวธเดยวทแขกของเราจะท3าใด)
คอ ค3าบน และ ร)องท$กข
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Additional Pointsขอแนะนา
bull Guests want a total quality experience not isolated pockets of excellence Work together as a team to resolve guest problems and deliver the best service possible
bull Every guest has different expectations of what excellent service is and each employee has a unique opportunity to anticipate and meet those expectations
Fill guests request immediately or when they want something done
สนองตอบค3าร)องขอจากแขกทนท และเมอใดกตามทแขกขอ
Make guests feel as if they are your prioritybull ท3าให)แขกมความร)ส4กวา เขาเปนอนดบแรกทเราให)บรการ
Determining Guest Needs
Anticipate and list the potential needs from the groups below
1 Families with small children2 Honeymooning couple3 Guest with disabilities4 Seniors5 Women traveling alone
Activity 2
The supervisor is giving out daily work instructions before being on duty Notice the front office personnel appropriate
body language to indicate his or her understanding Then mark on the checklist
Student A is a supervisor and
Student B is a front office personnel
Activity 2 Checklist
a) Stand straight but not stiff
b) Balance your weight evenly on both feet
c) Your facial expression must match your message
13 Ask questions to confirm understanding
Questioning is very important
Confusion can also occur when it isnrsquot clear what you are asking
whether you are asking for more information or just checking that yoursquove understood what was
said
Ways to ask questions to confirm understanding include lsquoopen endedrsquo questions such as
ldquoSo I print out the address labels first then what do I dordquo
ldquoShould I send the brochures to all the travel agents listed
hererdquo
ldquoSo you want me to store the fruit in the
fridge Is that rightrdquo
I am sorry I do not understanding Can you tell me again
I am sorry Can you explain exactly what you want me to do
Just to be sure you want me tohellip
Exceed Guest ExpectationsbullThe ldquoHometownrdquo newspaperbullFresh Seafood Fruit etcbull5 star service
Sometimes when there is a problem seeking and offering possible solutions to it is very important
Most likely it is the same way as making suggesting
Making suggestion means giving your opinion about what should be done so you often use the same expressions that you use for expressing opinion
4 ขนตอนในการแก)ไขป+ญหาการ)องเรยนของลกค)าFour steps to effectively handle guest complaints
bullรบฟ+งป+ญหา (Listen to the problem)
bullกลาวขอโทษ (Apologize) ความเหนใจEmpathy
bullแก)ไขป+ญหา (Fix the problem)
bullตดตามผล (Follow up)
Role Play Activity
Handling Complaints
Thank youIrsquom sorryhellipI apologize
I empathizehellip
Perhaps we couldhelliporhellip
Is everything to your satisfaction
What are the top 5 complaints from your customers
What are the top 5 complaints from your boss
Activity Itrsquos all about Teamwork and Empathy
Which departmentco-worker should be contacted whenhellip
1 A guest complains that although he used the ldquoDo Not Disturbrsquo sign a room attendant knocked on the door and woke him up
2 A guest complain that cable is out on the TV and hersquos missing the World Cup match
3 The guest complains that their room smells like smoke4 A meeting planner complains the Air Conditioning in the
meeting room is broken
How would you show Empathy Who follows up
Connect all 9 Dots using only 4 straight lines without lifting the ldquopencilrdquo
Connect all 9 Dots using only 4 straight lines without lifting the ldquopencilrdquo
The key comes in realizing that you donrsquot have to stay ldquoinside the boxrdquo
12
3
4
T
E
A
M
ogether
ach
chieves
ore
ldquo I have a dream helliprdquo
Nobody is perfect but a team can
be
Uplift By flying ldquo V rdquo formation the
flock adds 71 to the (each on itrsquos own)
flying range
ldquo I have a dream helliprdquo
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Since service is not something guests can return or exchange their only option is
to complain
bull เพราะงานบรการมใชสงของทแขกจะสามารถคน
หรอเปลยนใหมใด) ดงนนวธเดยวทแขกของเราจะท3าใด)
คอ ค3าบน และ ร)องท$กข
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Additional Pointsขอแนะนา
bull Guests want a total quality experience not isolated pockets of excellence Work together as a team to resolve guest problems and deliver the best service possible
bull Every guest has different expectations of what excellent service is and each employee has a unique opportunity to anticipate and meet those expectations
Fill guests request immediately or when they want something done
สนองตอบค3าร)องขอจากแขกทนท และเมอใดกตามทแขกขอ
Make guests feel as if they are your prioritybull ท3าให)แขกมความร)ส4กวา เขาเปนอนดบแรกทเราให)บรการ
Determining Guest Needs
Anticipate and list the potential needs from the groups below
1 Families with small children2 Honeymooning couple3 Guest with disabilities4 Seniors5 Women traveling alone
Activity 2
The supervisor is giving out daily work instructions before being on duty Notice the front office personnel appropriate
body language to indicate his or her understanding Then mark on the checklist
Student A is a supervisor and
Student B is a front office personnel
Activity 2 Checklist
a) Stand straight but not stiff
b) Balance your weight evenly on both feet
c) Your facial expression must match your message
13 Ask questions to confirm understanding
Questioning is very important
Confusion can also occur when it isnrsquot clear what you are asking
whether you are asking for more information or just checking that yoursquove understood what was
said
Ways to ask questions to confirm understanding include lsquoopen endedrsquo questions such as
ldquoSo I print out the address labels first then what do I dordquo
ldquoShould I send the brochures to all the travel agents listed
hererdquo
ldquoSo you want me to store the fruit in the
fridge Is that rightrdquo
I am sorry I do not understanding Can you tell me again
I am sorry Can you explain exactly what you want me to do
Just to be sure you want me tohellip
Exceed Guest ExpectationsbullThe ldquoHometownrdquo newspaperbullFresh Seafood Fruit etcbull5 star service
Sometimes when there is a problem seeking and offering possible solutions to it is very important
Most likely it is the same way as making suggesting
Making suggestion means giving your opinion about what should be done so you often use the same expressions that you use for expressing opinion
4 ขนตอนในการแก)ไขป+ญหาการ)องเรยนของลกค)าFour steps to effectively handle guest complaints
bullรบฟ+งป+ญหา (Listen to the problem)
bullกลาวขอโทษ (Apologize) ความเหนใจEmpathy
bullแก)ไขป+ญหา (Fix the problem)
bullตดตามผล (Follow up)
Role Play Activity
Handling Complaints
Thank youIrsquom sorryhellipI apologize
I empathizehellip
Perhaps we couldhelliporhellip
Is everything to your satisfaction
What are the top 5 complaints from your customers
What are the top 5 complaints from your boss
Activity Itrsquos all about Teamwork and Empathy
Which departmentco-worker should be contacted whenhellip
1 A guest complains that although he used the ldquoDo Not Disturbrsquo sign a room attendant knocked on the door and woke him up
2 A guest complain that cable is out on the TV and hersquos missing the World Cup match
3 The guest complains that their room smells like smoke4 A meeting planner complains the Air Conditioning in the
meeting room is broken
How would you show Empathy Who follows up
Connect all 9 Dots using only 4 straight lines without lifting the ldquopencilrdquo
Connect all 9 Dots using only 4 straight lines without lifting the ldquopencilrdquo
The key comes in realizing that you donrsquot have to stay ldquoinside the boxrdquo
12
3
4
T
E
A
M
ogether
ach
chieves
ore
ldquo I have a dream helliprdquo
Nobody is perfect but a team can
be
Uplift By flying ldquo V rdquo formation the
flock adds 71 to the (each on itrsquos own)
flying range
ldquo I have a dream helliprdquo
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Since service is not something guests can return or exchange their only option is
to complain
bull เพราะงานบรการมใชสงของทแขกจะสามารถคน
หรอเปลยนใหมใด) ดงนนวธเดยวทแขกของเราจะท3าใด)
คอ ค3าบน และ ร)องท$กข
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Additional Pointsขอแนะนา
bull Guests want a total quality experience not isolated pockets of excellence Work together as a team to resolve guest problems and deliver the best service possible
bull Every guest has different expectations of what excellent service is and each employee has a unique opportunity to anticipate and meet those expectations
Fill guests request immediately or when they want something done
สนองตอบค3าร)องขอจากแขกทนท และเมอใดกตามทแขกขอ
Make guests feel as if they are your prioritybull ท3าให)แขกมความร)ส4กวา เขาเปนอนดบแรกทเราให)บรการ
Determining Guest Needs
Anticipate and list the potential needs from the groups below
1 Families with small children2 Honeymooning couple3 Guest with disabilities4 Seniors5 Women traveling alone
Activity 2
The supervisor is giving out daily work instructions before being on duty Notice the front office personnel appropriate
body language to indicate his or her understanding Then mark on the checklist
Student A is a supervisor and
Student B is a front office personnel
Activity 2 Checklist
a) Stand straight but not stiff
b) Balance your weight evenly on both feet
c) Your facial expression must match your message
13 Ask questions to confirm understanding
Questioning is very important
Confusion can also occur when it isnrsquot clear what you are asking
whether you are asking for more information or just checking that yoursquove understood what was
said
Ways to ask questions to confirm understanding include lsquoopen endedrsquo questions such as
ldquoSo I print out the address labels first then what do I dordquo
ldquoShould I send the brochures to all the travel agents listed
hererdquo
ldquoSo you want me to store the fruit in the
fridge Is that rightrdquo
I am sorry I do not understanding Can you tell me again
I am sorry Can you explain exactly what you want me to do
Just to be sure you want me tohellip
Exceed Guest ExpectationsbullThe ldquoHometownrdquo newspaperbullFresh Seafood Fruit etcbull5 star service
Sometimes when there is a problem seeking and offering possible solutions to it is very important
Most likely it is the same way as making suggesting
Making suggestion means giving your opinion about what should be done so you often use the same expressions that you use for expressing opinion
4 ขนตอนในการแก)ไขป+ญหาการ)องเรยนของลกค)าFour steps to effectively handle guest complaints
bullรบฟ+งป+ญหา (Listen to the problem)
bullกลาวขอโทษ (Apologize) ความเหนใจEmpathy
bullแก)ไขป+ญหา (Fix the problem)
bullตดตามผล (Follow up)
Role Play Activity
Handling Complaints
Thank youIrsquom sorryhellipI apologize
I empathizehellip
Perhaps we couldhelliporhellip
Is everything to your satisfaction
What are the top 5 complaints from your customers
What are the top 5 complaints from your boss
Activity Itrsquos all about Teamwork and Empathy
Which departmentco-worker should be contacted whenhellip
1 A guest complains that although he used the ldquoDo Not Disturbrsquo sign a room attendant knocked on the door and woke him up
2 A guest complain that cable is out on the TV and hersquos missing the World Cup match
3 The guest complains that their room smells like smoke4 A meeting planner complains the Air Conditioning in the
meeting room is broken
How would you show Empathy Who follows up
Connect all 9 Dots using only 4 straight lines without lifting the ldquopencilrdquo
Connect all 9 Dots using only 4 straight lines without lifting the ldquopencilrdquo
The key comes in realizing that you donrsquot have to stay ldquoinside the boxrdquo
12
3
4
T
E
A
M
ogether
ach
chieves
ore
ldquo I have a dream helliprdquo
Nobody is perfect but a team can
be
Uplift By flying ldquo V rdquo formation the
flock adds 71 to the (each on itrsquos own)
flying range
ldquo I have a dream helliprdquo
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Since service is not something guests can return or exchange their only option is
to complain
bull เพราะงานบรการมใชสงของทแขกจะสามารถคน
หรอเปลยนใหมใด) ดงนนวธเดยวทแขกของเราจะท3าใด)
คอ ค3าบน และ ร)องท$กข
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Additional Pointsขอแนะนา
bull Guests want a total quality experience not isolated pockets of excellence Work together as a team to resolve guest problems and deliver the best service possible
bull Every guest has different expectations of what excellent service is and each employee has a unique opportunity to anticipate and meet those expectations
Fill guests request immediately or when they want something done
สนองตอบค3าร)องขอจากแขกทนท และเมอใดกตามทแขกขอ
Make guests feel as if they are your prioritybull ท3าให)แขกมความร)ส4กวา เขาเปนอนดบแรกทเราให)บรการ
Determining Guest Needs
Anticipate and list the potential needs from the groups below
1 Families with small children2 Honeymooning couple3 Guest with disabilities4 Seniors5 Women traveling alone
Activity 2
The supervisor is giving out daily work instructions before being on duty Notice the front office personnel appropriate
body language to indicate his or her understanding Then mark on the checklist
Student A is a supervisor and
Student B is a front office personnel
Activity 2 Checklist
a) Stand straight but not stiff
b) Balance your weight evenly on both feet
c) Your facial expression must match your message
13 Ask questions to confirm understanding
Questioning is very important
Confusion can also occur when it isnrsquot clear what you are asking
whether you are asking for more information or just checking that yoursquove understood what was
said
Ways to ask questions to confirm understanding include lsquoopen endedrsquo questions such as
ldquoSo I print out the address labels first then what do I dordquo
ldquoShould I send the brochures to all the travel agents listed
hererdquo
ldquoSo you want me to store the fruit in the
fridge Is that rightrdquo
I am sorry I do not understanding Can you tell me again
I am sorry Can you explain exactly what you want me to do
Just to be sure you want me tohellip
Exceed Guest ExpectationsbullThe ldquoHometownrdquo newspaperbullFresh Seafood Fruit etcbull5 star service
Sometimes when there is a problem seeking and offering possible solutions to it is very important
Most likely it is the same way as making suggesting
Making suggestion means giving your opinion about what should be done so you often use the same expressions that you use for expressing opinion
4 ขนตอนในการแก)ไขป+ญหาการ)องเรยนของลกค)าFour steps to effectively handle guest complaints
bullรบฟ+งป+ญหา (Listen to the problem)
bullกลาวขอโทษ (Apologize) ความเหนใจEmpathy
bullแก)ไขป+ญหา (Fix the problem)
bullตดตามผล (Follow up)
Role Play Activity
Handling Complaints
Thank youIrsquom sorryhellipI apologize
I empathizehellip
Perhaps we couldhelliporhellip
Is everything to your satisfaction
What are the top 5 complaints from your customers
What are the top 5 complaints from your boss
Activity Itrsquos all about Teamwork and Empathy
Which departmentco-worker should be contacted whenhellip
1 A guest complains that although he used the ldquoDo Not Disturbrsquo sign a room attendant knocked on the door and woke him up
2 A guest complain that cable is out on the TV and hersquos missing the World Cup match
3 The guest complains that their room smells like smoke4 A meeting planner complains the Air Conditioning in the
meeting room is broken
How would you show Empathy Who follows up
Connect all 9 Dots using only 4 straight lines without lifting the ldquopencilrdquo
Connect all 9 Dots using only 4 straight lines without lifting the ldquopencilrdquo
The key comes in realizing that you donrsquot have to stay ldquoinside the boxrdquo
12
3
4
T
E
A
M
ogether
ach
chieves
ore
ldquo I have a dream helliprdquo
Nobody is perfect but a team can
be
Uplift By flying ldquo V rdquo formation the
flock adds 71 to the (each on itrsquos own)
flying range
ldquo I have a dream helliprdquo
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Since service is not something guests can return or exchange their only option is
to complain
bull เพราะงานบรการมใชสงของทแขกจะสามารถคน
หรอเปลยนใหมใด) ดงนนวธเดยวทแขกของเราจะท3าใด)
คอ ค3าบน และ ร)องท$กข
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Additional Pointsขอแนะนา
bull Guests want a total quality experience not isolated pockets of excellence Work together as a team to resolve guest problems and deliver the best service possible
bull Every guest has different expectations of what excellent service is and each employee has a unique opportunity to anticipate and meet those expectations
Fill guests request immediately or when they want something done
สนองตอบค3าร)องขอจากแขกทนท และเมอใดกตามทแขกขอ
Make guests feel as if they are your prioritybull ท3าให)แขกมความร)ส4กวา เขาเปนอนดบแรกทเราให)บรการ
Determining Guest Needs
Anticipate and list the potential needs from the groups below
1 Families with small children2 Honeymooning couple3 Guest with disabilities4 Seniors5 Women traveling alone
Activity 2
The supervisor is giving out daily work instructions before being on duty Notice the front office personnel appropriate
body language to indicate his or her understanding Then mark on the checklist
Student A is a supervisor and
Student B is a front office personnel
Activity 2 Checklist
a) Stand straight but not stiff
b) Balance your weight evenly on both feet
c) Your facial expression must match your message
13 Ask questions to confirm understanding
Questioning is very important
Confusion can also occur when it isnrsquot clear what you are asking
whether you are asking for more information or just checking that yoursquove understood what was
said
Ways to ask questions to confirm understanding include lsquoopen endedrsquo questions such as
ldquoSo I print out the address labels first then what do I dordquo
ldquoShould I send the brochures to all the travel agents listed
hererdquo
ldquoSo you want me to store the fruit in the
fridge Is that rightrdquo
I am sorry I do not understanding Can you tell me again
I am sorry Can you explain exactly what you want me to do
Just to be sure you want me tohellip
Exceed Guest ExpectationsbullThe ldquoHometownrdquo newspaperbullFresh Seafood Fruit etcbull5 star service
Sometimes when there is a problem seeking and offering possible solutions to it is very important
Most likely it is the same way as making suggesting
Making suggestion means giving your opinion about what should be done so you often use the same expressions that you use for expressing opinion
4 ขนตอนในการแก)ไขป+ญหาการ)องเรยนของลกค)าFour steps to effectively handle guest complaints
bullรบฟ+งป+ญหา (Listen to the problem)
bullกลาวขอโทษ (Apologize) ความเหนใจEmpathy
bullแก)ไขป+ญหา (Fix the problem)
bullตดตามผล (Follow up)
Role Play Activity
Handling Complaints
Thank youIrsquom sorryhellipI apologize
I empathizehellip
Perhaps we couldhelliporhellip
Is everything to your satisfaction
What are the top 5 complaints from your customers
What are the top 5 complaints from your boss
Activity Itrsquos all about Teamwork and Empathy
Which departmentco-worker should be contacted whenhellip
1 A guest complains that although he used the ldquoDo Not Disturbrsquo sign a room attendant knocked on the door and woke him up
2 A guest complain that cable is out on the TV and hersquos missing the World Cup match
3 The guest complains that their room smells like smoke4 A meeting planner complains the Air Conditioning in the
meeting room is broken
How would you show Empathy Who follows up
Connect all 9 Dots using only 4 straight lines without lifting the ldquopencilrdquo
Connect all 9 Dots using only 4 straight lines without lifting the ldquopencilrdquo
The key comes in realizing that you donrsquot have to stay ldquoinside the boxrdquo
12
3
4
T
E
A
M
ogether
ach
chieves
ore
ldquo I have a dream helliprdquo
Nobody is perfect but a team can
be
Uplift By flying ldquo V rdquo formation the
flock adds 71 to the (each on itrsquos own)
flying range
ldquo I have a dream helliprdquo
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Since service is not something guests can return or exchange their only option is
to complain
bull เพราะงานบรการมใชสงของทแขกจะสามารถคน
หรอเปลยนใหมใด) ดงนนวธเดยวทแขกของเราจะท3าใด)
คอ ค3าบน และ ร)องท$กข
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Additional Pointsขอแนะนา
bull Guests want a total quality experience not isolated pockets of excellence Work together as a team to resolve guest problems and deliver the best service possible
bull Every guest has different expectations of what excellent service is and each employee has a unique opportunity to anticipate and meet those expectations
Fill guests request immediately or when they want something done
สนองตอบค3าร)องขอจากแขกทนท และเมอใดกตามทแขกขอ
Make guests feel as if they are your prioritybull ท3าให)แขกมความร)ส4กวา เขาเปนอนดบแรกทเราให)บรการ
Determining Guest Needs
Anticipate and list the potential needs from the groups below
1 Families with small children2 Honeymooning couple3 Guest with disabilities4 Seniors5 Women traveling alone
Activity 2
The supervisor is giving out daily work instructions before being on duty Notice the front office personnel appropriate
body language to indicate his or her understanding Then mark on the checklist
Student A is a supervisor and
Student B is a front office personnel
Activity 2 Checklist
a) Stand straight but not stiff
b) Balance your weight evenly on both feet
c) Your facial expression must match your message
13 Ask questions to confirm understanding
Questioning is very important
Confusion can also occur when it isnrsquot clear what you are asking
whether you are asking for more information or just checking that yoursquove understood what was
said
Ways to ask questions to confirm understanding include lsquoopen endedrsquo questions such as
ldquoSo I print out the address labels first then what do I dordquo
ldquoShould I send the brochures to all the travel agents listed
hererdquo
ldquoSo you want me to store the fruit in the
fridge Is that rightrdquo
I am sorry I do not understanding Can you tell me again
I am sorry Can you explain exactly what you want me to do
Just to be sure you want me tohellip
Exceed Guest ExpectationsbullThe ldquoHometownrdquo newspaperbullFresh Seafood Fruit etcbull5 star service
Sometimes when there is a problem seeking and offering possible solutions to it is very important
Most likely it is the same way as making suggesting
Making suggestion means giving your opinion about what should be done so you often use the same expressions that you use for expressing opinion
4 ขนตอนในการแก)ไขป+ญหาการ)องเรยนของลกค)าFour steps to effectively handle guest complaints
bullรบฟ+งป+ญหา (Listen to the problem)
bullกลาวขอโทษ (Apologize) ความเหนใจEmpathy
bullแก)ไขป+ญหา (Fix the problem)
bullตดตามผล (Follow up)
Role Play Activity
Handling Complaints
Thank youIrsquom sorryhellipI apologize
I empathizehellip
Perhaps we couldhelliporhellip
Is everything to your satisfaction
What are the top 5 complaints from your customers
What are the top 5 complaints from your boss
Activity Itrsquos all about Teamwork and Empathy
Which departmentco-worker should be contacted whenhellip
1 A guest complains that although he used the ldquoDo Not Disturbrsquo sign a room attendant knocked on the door and woke him up
2 A guest complain that cable is out on the TV and hersquos missing the World Cup match
3 The guest complains that their room smells like smoke4 A meeting planner complains the Air Conditioning in the
meeting room is broken
How would you show Empathy Who follows up
Connect all 9 Dots using only 4 straight lines without lifting the ldquopencilrdquo
Connect all 9 Dots using only 4 straight lines without lifting the ldquopencilrdquo
The key comes in realizing that you donrsquot have to stay ldquoinside the boxrdquo
12
3
4
T
E
A
M
ogether
ach
chieves
ore
ldquo I have a dream helliprdquo
Nobody is perfect but a team can
be
Uplift By flying ldquo V rdquo formation the
flock adds 71 to the (each on itrsquos own)
flying range
ldquo I have a dream helliprdquo
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Since service is not something guests can return or exchange their only option is
to complain
bull เพราะงานบรการมใชสงของทแขกจะสามารถคน
หรอเปลยนใหมใด) ดงนนวธเดยวทแขกของเราจะท3าใด)
คอ ค3าบน และ ร)องท$กข
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Additional Pointsขอแนะนา
bull Guests want a total quality experience not isolated pockets of excellence Work together as a team to resolve guest problems and deliver the best service possible
bull Every guest has different expectations of what excellent service is and each employee has a unique opportunity to anticipate and meet those expectations
Fill guests request immediately or when they want something done
สนองตอบค3าร)องขอจากแขกทนท และเมอใดกตามทแขกขอ
Make guests feel as if they are your prioritybull ท3าให)แขกมความร)ส4กวา เขาเปนอนดบแรกทเราให)บรการ
Determining Guest Needs
Anticipate and list the potential needs from the groups below
1 Families with small children2 Honeymooning couple3 Guest with disabilities4 Seniors5 Women traveling alone
Activity 2
The supervisor is giving out daily work instructions before being on duty Notice the front office personnel appropriate
body language to indicate his or her understanding Then mark on the checklist
Student A is a supervisor and
Student B is a front office personnel
Activity 2 Checklist
a) Stand straight but not stiff
b) Balance your weight evenly on both feet
c) Your facial expression must match your message
13 Ask questions to confirm understanding
Questioning is very important
Confusion can also occur when it isnrsquot clear what you are asking
whether you are asking for more information or just checking that yoursquove understood what was
said
Ways to ask questions to confirm understanding include lsquoopen endedrsquo questions such as
ldquoSo I print out the address labels first then what do I dordquo
ldquoShould I send the brochures to all the travel agents listed
hererdquo
ldquoSo you want me to store the fruit in the
fridge Is that rightrdquo
I am sorry I do not understanding Can you tell me again
I am sorry Can you explain exactly what you want me to do
Just to be sure you want me tohellip
Exceed Guest ExpectationsbullThe ldquoHometownrdquo newspaperbullFresh Seafood Fruit etcbull5 star service
Sometimes when there is a problem seeking and offering possible solutions to it is very important
Most likely it is the same way as making suggesting
Making suggestion means giving your opinion about what should be done so you often use the same expressions that you use for expressing opinion
4 ขนตอนในการแก)ไขป+ญหาการ)องเรยนของลกค)าFour steps to effectively handle guest complaints
bullรบฟ+งป+ญหา (Listen to the problem)
bullกลาวขอโทษ (Apologize) ความเหนใจEmpathy
bullแก)ไขป+ญหา (Fix the problem)
bullตดตามผล (Follow up)
Role Play Activity
Handling Complaints
Thank youIrsquom sorryhellipI apologize
I empathizehellip
Perhaps we couldhelliporhellip
Is everything to your satisfaction
What are the top 5 complaints from your customers
What are the top 5 complaints from your boss
Activity Itrsquos all about Teamwork and Empathy
Which departmentco-worker should be contacted whenhellip
1 A guest complains that although he used the ldquoDo Not Disturbrsquo sign a room attendant knocked on the door and woke him up
2 A guest complain that cable is out on the TV and hersquos missing the World Cup match
3 The guest complains that their room smells like smoke4 A meeting planner complains the Air Conditioning in the
meeting room is broken
How would you show Empathy Who follows up
Connect all 9 Dots using only 4 straight lines without lifting the ldquopencilrdquo
Connect all 9 Dots using only 4 straight lines without lifting the ldquopencilrdquo
The key comes in realizing that you donrsquot have to stay ldquoinside the boxrdquo
12
3
4
T
E
A
M
ogether
ach
chieves
ore
ldquo I have a dream helliprdquo
Nobody is perfect but a team can
be
Uplift By flying ldquo V rdquo formation the
flock adds 71 to the (each on itrsquos own)
flying range
ldquo I have a dream helliprdquo
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Since service is not something guests can return or exchange their only option is
to complain
bull เพราะงานบรการมใชสงของทแขกจะสามารถคน
หรอเปลยนใหมใด) ดงนนวธเดยวทแขกของเราจะท3าใด)
คอ ค3าบน และ ร)องท$กข
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Additional Pointsขอแนะนา
bull Guests want a total quality experience not isolated pockets of excellence Work together as a team to resolve guest problems and deliver the best service possible
bull Every guest has different expectations of what excellent service is and each employee has a unique opportunity to anticipate and meet those expectations
Fill guests request immediately or when they want something done
สนองตอบค3าร)องขอจากแขกทนท และเมอใดกตามทแขกขอ
Make guests feel as if they are your prioritybull ท3าให)แขกมความร)ส4กวา เขาเปนอนดบแรกทเราให)บรการ
Determining Guest Needs
Anticipate and list the potential needs from the groups below
1 Families with small children2 Honeymooning couple3 Guest with disabilities4 Seniors5 Women traveling alone
Activity 2
The supervisor is giving out daily work instructions before being on duty Notice the front office personnel appropriate
body language to indicate his or her understanding Then mark on the checklist
Student A is a supervisor and
Student B is a front office personnel
Activity 2 Checklist
a) Stand straight but not stiff
b) Balance your weight evenly on both feet
c) Your facial expression must match your message
13 Ask questions to confirm understanding
Questioning is very important
Confusion can also occur when it isnrsquot clear what you are asking
whether you are asking for more information or just checking that yoursquove understood what was
said
Ways to ask questions to confirm understanding include lsquoopen endedrsquo questions such as
ldquoSo I print out the address labels first then what do I dordquo
ldquoShould I send the brochures to all the travel agents listed
hererdquo
ldquoSo you want me to store the fruit in the
fridge Is that rightrdquo
I am sorry I do not understanding Can you tell me again
I am sorry Can you explain exactly what you want me to do
Just to be sure you want me tohellip
Exceed Guest ExpectationsbullThe ldquoHometownrdquo newspaperbullFresh Seafood Fruit etcbull5 star service
Sometimes when there is a problem seeking and offering possible solutions to it is very important
Most likely it is the same way as making suggesting
Making suggestion means giving your opinion about what should be done so you often use the same expressions that you use for expressing opinion
4 ขนตอนในการแก)ไขป+ญหาการ)องเรยนของลกค)าFour steps to effectively handle guest complaints
bullรบฟ+งป+ญหา (Listen to the problem)
bullกลาวขอโทษ (Apologize) ความเหนใจEmpathy
bullแก)ไขป+ญหา (Fix the problem)
bullตดตามผล (Follow up)
Role Play Activity
Handling Complaints
Thank youIrsquom sorryhellipI apologize
I empathizehellip
Perhaps we couldhelliporhellip
Is everything to your satisfaction
What are the top 5 complaints from your customers
What are the top 5 complaints from your boss
Activity Itrsquos all about Teamwork and Empathy
Which departmentco-worker should be contacted whenhellip
1 A guest complains that although he used the ldquoDo Not Disturbrsquo sign a room attendant knocked on the door and woke him up
2 A guest complain that cable is out on the TV and hersquos missing the World Cup match
3 The guest complains that their room smells like smoke4 A meeting planner complains the Air Conditioning in the
meeting room is broken
How would you show Empathy Who follows up
Connect all 9 Dots using only 4 straight lines without lifting the ldquopencilrdquo
Connect all 9 Dots using only 4 straight lines without lifting the ldquopencilrdquo
The key comes in realizing that you donrsquot have to stay ldquoinside the boxrdquo
12
3
4
T
E
A
M
ogether
ach
chieves
ore
ldquo I have a dream helliprdquo
Nobody is perfect but a team can
be
Uplift By flying ldquo V rdquo formation the
flock adds 71 to the (each on itrsquos own)
flying range
ldquo I have a dream helliprdquo
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Since service is not something guests can return or exchange their only option is
to complain
bull เพราะงานบรการมใชสงของทแขกจะสามารถคน
หรอเปลยนใหมใด) ดงนนวธเดยวทแขกของเราจะท3าใด)
คอ ค3าบน และ ร)องท$กข
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Additional Pointsขอแนะนา
bull Guests want a total quality experience not isolated pockets of excellence Work together as a team to resolve guest problems and deliver the best service possible
bull Every guest has different expectations of what excellent service is and each employee has a unique opportunity to anticipate and meet those expectations
Fill guests request immediately or when they want something done
สนองตอบค3าร)องขอจากแขกทนท และเมอใดกตามทแขกขอ
Make guests feel as if they are your prioritybull ท3าให)แขกมความร)ส4กวา เขาเปนอนดบแรกทเราให)บรการ
Determining Guest Needs
Anticipate and list the potential needs from the groups below
1 Families with small children2 Honeymooning couple3 Guest with disabilities4 Seniors5 Women traveling alone
Activity 2
The supervisor is giving out daily work instructions before being on duty Notice the front office personnel appropriate
body language to indicate his or her understanding Then mark on the checklist
Student A is a supervisor and
Student B is a front office personnel
Activity 2 Checklist
a) Stand straight but not stiff
b) Balance your weight evenly on both feet
c) Your facial expression must match your message
13 Ask questions to confirm understanding
Questioning is very important
Confusion can also occur when it isnrsquot clear what you are asking
whether you are asking for more information or just checking that yoursquove understood what was
said
Ways to ask questions to confirm understanding include lsquoopen endedrsquo questions such as
ldquoSo I print out the address labels first then what do I dordquo
ldquoShould I send the brochures to all the travel agents listed
hererdquo
ldquoSo you want me to store the fruit in the
fridge Is that rightrdquo
I am sorry I do not understanding Can you tell me again
I am sorry Can you explain exactly what you want me to do
Just to be sure you want me tohellip
Exceed Guest ExpectationsbullThe ldquoHometownrdquo newspaperbullFresh Seafood Fruit etcbull5 star service
Sometimes when there is a problem seeking and offering possible solutions to it is very important
Most likely it is the same way as making suggesting
Making suggestion means giving your opinion about what should be done so you often use the same expressions that you use for expressing opinion
4 ขนตอนในการแก)ไขป+ญหาการ)องเรยนของลกค)าFour steps to effectively handle guest complaints
bullรบฟ+งป+ญหา (Listen to the problem)
bullกลาวขอโทษ (Apologize) ความเหนใจEmpathy
bullแก)ไขป+ญหา (Fix the problem)
bullตดตามผล (Follow up)
Role Play Activity
Handling Complaints
Thank youIrsquom sorryhellipI apologize
I empathizehellip
Perhaps we couldhelliporhellip
Is everything to your satisfaction
What are the top 5 complaints from your customers
What are the top 5 complaints from your boss
Activity Itrsquos all about Teamwork and Empathy
Which departmentco-worker should be contacted whenhellip
1 A guest complains that although he used the ldquoDo Not Disturbrsquo sign a room attendant knocked on the door and woke him up
2 A guest complain that cable is out on the TV and hersquos missing the World Cup match
3 The guest complains that their room smells like smoke4 A meeting planner complains the Air Conditioning in the
meeting room is broken
How would you show Empathy Who follows up
Connect all 9 Dots using only 4 straight lines without lifting the ldquopencilrdquo
Connect all 9 Dots using only 4 straight lines without lifting the ldquopencilrdquo
The key comes in realizing that you donrsquot have to stay ldquoinside the boxrdquo
12
3
4
T
E
A
M
ogether
ach
chieves
ore
ldquo I have a dream helliprdquo
Nobody is perfect but a team can
be
Uplift By flying ldquo V rdquo formation the
flock adds 71 to the (each on itrsquos own)
flying range
ldquo I have a dream helliprdquo
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Since service is not something guests can return or exchange their only option is
to complain
bull เพราะงานบรการมใชสงของทแขกจะสามารถคน
หรอเปลยนใหมใด) ดงนนวธเดยวทแขกของเราจะท3าใด)
คอ ค3าบน และ ร)องท$กข
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Additional Pointsขอแนะนา
bull Guests want a total quality experience not isolated pockets of excellence Work together as a team to resolve guest problems and deliver the best service possible
bull Every guest has different expectations of what excellent service is and each employee has a unique opportunity to anticipate and meet those expectations
Fill guests request immediately or when they want something done
สนองตอบค3าร)องขอจากแขกทนท และเมอใดกตามทแขกขอ
Make guests feel as if they are your prioritybull ท3าให)แขกมความร)ส4กวา เขาเปนอนดบแรกทเราให)บรการ
Determining Guest Needs
Anticipate and list the potential needs from the groups below
1 Families with small children2 Honeymooning couple3 Guest with disabilities4 Seniors5 Women traveling alone
Activity 2
The supervisor is giving out daily work instructions before being on duty Notice the front office personnel appropriate
body language to indicate his or her understanding Then mark on the checklist
Student A is a supervisor and
Student B is a front office personnel
Activity 2 Checklist
a) Stand straight but not stiff
b) Balance your weight evenly on both feet
c) Your facial expression must match your message
13 Ask questions to confirm understanding
Questioning is very important
Confusion can also occur when it isnrsquot clear what you are asking
whether you are asking for more information or just checking that yoursquove understood what was
said
Ways to ask questions to confirm understanding include lsquoopen endedrsquo questions such as
ldquoSo I print out the address labels first then what do I dordquo
ldquoShould I send the brochures to all the travel agents listed
hererdquo
ldquoSo you want me to store the fruit in the
fridge Is that rightrdquo
I am sorry I do not understanding Can you tell me again
I am sorry Can you explain exactly what you want me to do
Just to be sure you want me tohellip
Exceed Guest ExpectationsbullThe ldquoHometownrdquo newspaperbullFresh Seafood Fruit etcbull5 star service
Sometimes when there is a problem seeking and offering possible solutions to it is very important
Most likely it is the same way as making suggesting
Making suggestion means giving your opinion about what should be done so you often use the same expressions that you use for expressing opinion
4 ขนตอนในการแก)ไขป+ญหาการ)องเรยนของลกค)าFour steps to effectively handle guest complaints
bullรบฟ+งป+ญหา (Listen to the problem)
bullกลาวขอโทษ (Apologize) ความเหนใจEmpathy
bullแก)ไขป+ญหา (Fix the problem)
bullตดตามผล (Follow up)
Role Play Activity
Handling Complaints
Thank youIrsquom sorryhellipI apologize
I empathizehellip
Perhaps we couldhelliporhellip
Is everything to your satisfaction
What are the top 5 complaints from your customers
What are the top 5 complaints from your boss
Activity Itrsquos all about Teamwork and Empathy
Which departmentco-worker should be contacted whenhellip
1 A guest complains that although he used the ldquoDo Not Disturbrsquo sign a room attendant knocked on the door and woke him up
2 A guest complain that cable is out on the TV and hersquos missing the World Cup match
3 The guest complains that their room smells like smoke4 A meeting planner complains the Air Conditioning in the
meeting room is broken
How would you show Empathy Who follows up
Connect all 9 Dots using only 4 straight lines without lifting the ldquopencilrdquo
Connect all 9 Dots using only 4 straight lines without lifting the ldquopencilrdquo
The key comes in realizing that you donrsquot have to stay ldquoinside the boxrdquo
12
3
4
T
E
A
M
ogether
ach
chieves
ore
ldquo I have a dream helliprdquo
Nobody is perfect but a team can
be
Uplift By flying ldquo V rdquo formation the
flock adds 71 to the (each on itrsquos own)
flying range
ldquo I have a dream helliprdquo
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Since service is not something guests can return or exchange their only option is
to complain
bull เพราะงานบรการมใชสงของทแขกจะสามารถคน
หรอเปลยนใหมใด) ดงนนวธเดยวทแขกของเราจะท3าใด)
คอ ค3าบน และ ร)องท$กข
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Additional Pointsขอแนะนา
bull Guests want a total quality experience not isolated pockets of excellence Work together as a team to resolve guest problems and deliver the best service possible
bull Every guest has different expectations of what excellent service is and each employee has a unique opportunity to anticipate and meet those expectations
Fill guests request immediately or when they want something done
สนองตอบค3าร)องขอจากแขกทนท และเมอใดกตามทแขกขอ
Make guests feel as if they are your prioritybull ท3าให)แขกมความร)ส4กวา เขาเปนอนดบแรกทเราให)บรการ
Determining Guest Needs
Anticipate and list the potential needs from the groups below
1 Families with small children2 Honeymooning couple3 Guest with disabilities4 Seniors5 Women traveling alone
Activity 2
The supervisor is giving out daily work instructions before being on duty Notice the front office personnel appropriate
body language to indicate his or her understanding Then mark on the checklist
Student A is a supervisor and
Student B is a front office personnel
Activity 2 Checklist
a) Stand straight but not stiff
b) Balance your weight evenly on both feet
c) Your facial expression must match your message
13 Ask questions to confirm understanding
Questioning is very important
Confusion can also occur when it isnrsquot clear what you are asking
whether you are asking for more information or just checking that yoursquove understood what was
said
Ways to ask questions to confirm understanding include lsquoopen endedrsquo questions such as
ldquoSo I print out the address labels first then what do I dordquo
ldquoShould I send the brochures to all the travel agents listed
hererdquo
ldquoSo you want me to store the fruit in the
fridge Is that rightrdquo
I am sorry I do not understanding Can you tell me again
I am sorry Can you explain exactly what you want me to do
Just to be sure you want me tohellip
Exceed Guest ExpectationsbullThe ldquoHometownrdquo newspaperbullFresh Seafood Fruit etcbull5 star service
Sometimes when there is a problem seeking and offering possible solutions to it is very important
Most likely it is the same way as making suggesting
Making suggestion means giving your opinion about what should be done so you often use the same expressions that you use for expressing opinion
4 ขนตอนในการแก)ไขป+ญหาการ)องเรยนของลกค)าFour steps to effectively handle guest complaints
bullรบฟ+งป+ญหา (Listen to the problem)
bullกลาวขอโทษ (Apologize) ความเหนใจEmpathy
bullแก)ไขป+ญหา (Fix the problem)
bullตดตามผล (Follow up)
Role Play Activity
Handling Complaints
Thank youIrsquom sorryhellipI apologize
I empathizehellip
Perhaps we couldhelliporhellip
Is everything to your satisfaction
What are the top 5 complaints from your customers
What are the top 5 complaints from your boss
Activity Itrsquos all about Teamwork and Empathy
Which departmentco-worker should be contacted whenhellip
1 A guest complains that although he used the ldquoDo Not Disturbrsquo sign a room attendant knocked on the door and woke him up
2 A guest complain that cable is out on the TV and hersquos missing the World Cup match
3 The guest complains that their room smells like smoke4 A meeting planner complains the Air Conditioning in the
meeting room is broken
How would you show Empathy Who follows up
Connect all 9 Dots using only 4 straight lines without lifting the ldquopencilrdquo
Connect all 9 Dots using only 4 straight lines without lifting the ldquopencilrdquo
The key comes in realizing that you donrsquot have to stay ldquoinside the boxrdquo
12
3
4
T
E
A
M
ogether
ach
chieves
ore
ldquo I have a dream helliprdquo
Nobody is perfect but a team can
be
Uplift By flying ldquo V rdquo formation the
flock adds 71 to the (each on itrsquos own)
flying range
ldquo I have a dream helliprdquo
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Since service is not something guests can return or exchange their only option is
to complain
bull เพราะงานบรการมใชสงของทแขกจะสามารถคน
หรอเปลยนใหมใด) ดงนนวธเดยวทแขกของเราจะท3าใด)
คอ ค3าบน และ ร)องท$กข
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Additional Pointsขอแนะนา
bull Guests want a total quality experience not isolated pockets of excellence Work together as a team to resolve guest problems and deliver the best service possible
bull Every guest has different expectations of what excellent service is and each employee has a unique opportunity to anticipate and meet those expectations
Fill guests request immediately or when they want something done
สนองตอบค3าร)องขอจากแขกทนท และเมอใดกตามทแขกขอ
Make guests feel as if they are your prioritybull ท3าให)แขกมความร)ส4กวา เขาเปนอนดบแรกทเราให)บรการ
Determining Guest Needs
Anticipate and list the potential needs from the groups below
1 Families with small children2 Honeymooning couple3 Guest with disabilities4 Seniors5 Women traveling alone
Activity 2
The supervisor is giving out daily work instructions before being on duty Notice the front office personnel appropriate
body language to indicate his or her understanding Then mark on the checklist
Student A is a supervisor and
Student B is a front office personnel
Activity 2 Checklist
a) Stand straight but not stiff
b) Balance your weight evenly on both feet
c) Your facial expression must match your message
13 Ask questions to confirm understanding
Questioning is very important
Confusion can also occur when it isnrsquot clear what you are asking
whether you are asking for more information or just checking that yoursquove understood what was
said
Ways to ask questions to confirm understanding include lsquoopen endedrsquo questions such as
ldquoSo I print out the address labels first then what do I dordquo
ldquoShould I send the brochures to all the travel agents listed
hererdquo
ldquoSo you want me to store the fruit in the
fridge Is that rightrdquo
I am sorry I do not understanding Can you tell me again
I am sorry Can you explain exactly what you want me to do
Just to be sure you want me tohellip
Exceed Guest ExpectationsbullThe ldquoHometownrdquo newspaperbullFresh Seafood Fruit etcbull5 star service
Sometimes when there is a problem seeking and offering possible solutions to it is very important
Most likely it is the same way as making suggesting
Making suggestion means giving your opinion about what should be done so you often use the same expressions that you use for expressing opinion
4 ขนตอนในการแก)ไขป+ญหาการ)องเรยนของลกค)าFour steps to effectively handle guest complaints
bullรบฟ+งป+ญหา (Listen to the problem)
bullกลาวขอโทษ (Apologize) ความเหนใจEmpathy
bullแก)ไขป+ญหา (Fix the problem)
bullตดตามผล (Follow up)
Role Play Activity
Handling Complaints
Thank youIrsquom sorryhellipI apologize
I empathizehellip
Perhaps we couldhelliporhellip
Is everything to your satisfaction
What are the top 5 complaints from your customers
What are the top 5 complaints from your boss
Activity Itrsquos all about Teamwork and Empathy
Which departmentco-worker should be contacted whenhellip
1 A guest complains that although he used the ldquoDo Not Disturbrsquo sign a room attendant knocked on the door and woke him up
2 A guest complain that cable is out on the TV and hersquos missing the World Cup match
3 The guest complains that their room smells like smoke4 A meeting planner complains the Air Conditioning in the
meeting room is broken
How would you show Empathy Who follows up
Connect all 9 Dots using only 4 straight lines without lifting the ldquopencilrdquo
Connect all 9 Dots using only 4 straight lines without lifting the ldquopencilrdquo
The key comes in realizing that you donrsquot have to stay ldquoinside the boxrdquo
12
3
4
T
E
A
M
ogether
ach
chieves
ore
ldquo I have a dream helliprdquo
Nobody is perfect but a team can
be
Uplift By flying ldquo V rdquo formation the
flock adds 71 to the (each on itrsquos own)
flying range
ldquo I have a dream helliprdquo
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Since service is not something guests can return or exchange their only option is
to complain
bull เพราะงานบรการมใชสงของทแขกจะสามารถคน
หรอเปลยนใหมใด) ดงนนวธเดยวทแขกของเราจะท3าใด)
คอ ค3าบน และ ร)องท$กข
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Additional Pointsขอแนะนา
bull Guests want a total quality experience not isolated pockets of excellence Work together as a team to resolve guest problems and deliver the best service possible
bull Every guest has different expectations of what excellent service is and each employee has a unique opportunity to anticipate and meet those expectations
Fill guests request immediately or when they want something done
สนองตอบค3าร)องขอจากแขกทนท และเมอใดกตามทแขกขอ
Make guests feel as if they are your prioritybull ท3าให)แขกมความร)ส4กวา เขาเปนอนดบแรกทเราให)บรการ
Determining Guest Needs
Anticipate and list the potential needs from the groups below
1 Families with small children2 Honeymooning couple3 Guest with disabilities4 Seniors5 Women traveling alone
Activity 2
The supervisor is giving out daily work instructions before being on duty Notice the front office personnel appropriate
body language to indicate his or her understanding Then mark on the checklist
Student A is a supervisor and
Student B is a front office personnel
Activity 2 Checklist
a) Stand straight but not stiff
b) Balance your weight evenly on both feet
c) Your facial expression must match your message
13 Ask questions to confirm understanding
Questioning is very important
Confusion can also occur when it isnrsquot clear what you are asking
whether you are asking for more information or just checking that yoursquove understood what was
said
Ways to ask questions to confirm understanding include lsquoopen endedrsquo questions such as
ldquoSo I print out the address labels first then what do I dordquo
ldquoShould I send the brochures to all the travel agents listed
hererdquo
ldquoSo you want me to store the fruit in the
fridge Is that rightrdquo
I am sorry I do not understanding Can you tell me again
I am sorry Can you explain exactly what you want me to do
Just to be sure you want me tohellip
Exceed Guest ExpectationsbullThe ldquoHometownrdquo newspaperbullFresh Seafood Fruit etcbull5 star service
Sometimes when there is a problem seeking and offering possible solutions to it is very important
Most likely it is the same way as making suggesting
Making suggestion means giving your opinion about what should be done so you often use the same expressions that you use for expressing opinion
4 ขนตอนในการแก)ไขป+ญหาการ)องเรยนของลกค)าFour steps to effectively handle guest complaints
bullรบฟ+งป+ญหา (Listen to the problem)
bullกลาวขอโทษ (Apologize) ความเหนใจEmpathy
bullแก)ไขป+ญหา (Fix the problem)
bullตดตามผล (Follow up)
Role Play Activity
Handling Complaints
Thank youIrsquom sorryhellipI apologize
I empathizehellip
Perhaps we couldhelliporhellip
Is everything to your satisfaction
What are the top 5 complaints from your customers
What are the top 5 complaints from your boss
Activity Itrsquos all about Teamwork and Empathy
Which departmentco-worker should be contacted whenhellip
1 A guest complains that although he used the ldquoDo Not Disturbrsquo sign a room attendant knocked on the door and woke him up
2 A guest complain that cable is out on the TV and hersquos missing the World Cup match
3 The guest complains that their room smells like smoke4 A meeting planner complains the Air Conditioning in the
meeting room is broken
How would you show Empathy Who follows up
Connect all 9 Dots using only 4 straight lines without lifting the ldquopencilrdquo
Connect all 9 Dots using only 4 straight lines without lifting the ldquopencilrdquo
The key comes in realizing that you donrsquot have to stay ldquoinside the boxrdquo
12
3
4
T
E
A
M
ogether
ach
chieves
ore
ldquo I have a dream helliprdquo
Nobody is perfect but a team can
be
Uplift By flying ldquo V rdquo formation the
flock adds 71 to the (each on itrsquos own)
flying range
ldquo I have a dream helliprdquo
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Since service is not something guests can return or exchange their only option is
to complain
bull เพราะงานบรการมใชสงของทแขกจะสามารถคน
หรอเปลยนใหมใด) ดงนนวธเดยวทแขกของเราจะท3าใด)
คอ ค3าบน และ ร)องท$กข
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Additional Pointsขอแนะนา
bull Guests want a total quality experience not isolated pockets of excellence Work together as a team to resolve guest problems and deliver the best service possible
bull Every guest has different expectations of what excellent service is and each employee has a unique opportunity to anticipate and meet those expectations
Fill guests request immediately or when they want something done
สนองตอบค3าร)องขอจากแขกทนท และเมอใดกตามทแขกขอ
Make guests feel as if they are your prioritybull ท3าให)แขกมความร)ส4กวา เขาเปนอนดบแรกทเราให)บรการ
Determining Guest Needs
Anticipate and list the potential needs from the groups below
1 Families with small children2 Honeymooning couple3 Guest with disabilities4 Seniors5 Women traveling alone
Activity 2
The supervisor is giving out daily work instructions before being on duty Notice the front office personnel appropriate
body language to indicate his or her understanding Then mark on the checklist
Student A is a supervisor and
Student B is a front office personnel
Activity 2 Checklist
a) Stand straight but not stiff
b) Balance your weight evenly on both feet
c) Your facial expression must match your message
13 Ask questions to confirm understanding
Questioning is very important
Confusion can also occur when it isnrsquot clear what you are asking
whether you are asking for more information or just checking that yoursquove understood what was
said
Ways to ask questions to confirm understanding include lsquoopen endedrsquo questions such as
ldquoSo I print out the address labels first then what do I dordquo
ldquoShould I send the brochures to all the travel agents listed
hererdquo
ldquoSo you want me to store the fruit in the
fridge Is that rightrdquo
I am sorry I do not understanding Can you tell me again
I am sorry Can you explain exactly what you want me to do
Just to be sure you want me tohellip
Exceed Guest ExpectationsbullThe ldquoHometownrdquo newspaperbullFresh Seafood Fruit etcbull5 star service
Sometimes when there is a problem seeking and offering possible solutions to it is very important
Most likely it is the same way as making suggesting
Making suggestion means giving your opinion about what should be done so you often use the same expressions that you use for expressing opinion
4 ขนตอนในการแก)ไขป+ญหาการ)องเรยนของลกค)าFour steps to effectively handle guest complaints
bullรบฟ+งป+ญหา (Listen to the problem)
bullกลาวขอโทษ (Apologize) ความเหนใจEmpathy
bullแก)ไขป+ญหา (Fix the problem)
bullตดตามผล (Follow up)
Role Play Activity
Handling Complaints
Thank youIrsquom sorryhellipI apologize
I empathizehellip
Perhaps we couldhelliporhellip
Is everything to your satisfaction
What are the top 5 complaints from your customers
What are the top 5 complaints from your boss
Activity Itrsquos all about Teamwork and Empathy
Which departmentco-worker should be contacted whenhellip
1 A guest complains that although he used the ldquoDo Not Disturbrsquo sign a room attendant knocked on the door and woke him up
2 A guest complain that cable is out on the TV and hersquos missing the World Cup match
3 The guest complains that their room smells like smoke4 A meeting planner complains the Air Conditioning in the
meeting room is broken
How would you show Empathy Who follows up
Connect all 9 Dots using only 4 straight lines without lifting the ldquopencilrdquo
Connect all 9 Dots using only 4 straight lines without lifting the ldquopencilrdquo
The key comes in realizing that you donrsquot have to stay ldquoinside the boxrdquo
12
3
4
T
E
A
M
ogether
ach
chieves
ore
ldquo I have a dream helliprdquo
Nobody is perfect but a team can
be
Uplift By flying ldquo V rdquo formation the
flock adds 71 to the (each on itrsquos own)
flying range
ldquo I have a dream helliprdquo
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Since service is not something guests can return or exchange their only option is
to complain
bull เพราะงานบรการมใชสงของทแขกจะสามารถคน
หรอเปลยนใหมใด) ดงนนวธเดยวทแขกของเราจะท3าใด)
คอ ค3าบน และ ร)องท$กข
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Additional Pointsขอแนะนา
bull Guests want a total quality experience not isolated pockets of excellence Work together as a team to resolve guest problems and deliver the best service possible
bull Every guest has different expectations of what excellent service is and each employee has a unique opportunity to anticipate and meet those expectations
Fill guests request immediately or when they want something done
สนองตอบค3าร)องขอจากแขกทนท และเมอใดกตามทแขกขอ
Make guests feel as if they are your prioritybull ท3าให)แขกมความร)ส4กวา เขาเปนอนดบแรกทเราให)บรการ
Determining Guest Needs
Anticipate and list the potential needs from the groups below
1 Families with small children2 Honeymooning couple3 Guest with disabilities4 Seniors5 Women traveling alone
Activity 2
The supervisor is giving out daily work instructions before being on duty Notice the front office personnel appropriate
body language to indicate his or her understanding Then mark on the checklist
Student A is a supervisor and
Student B is a front office personnel
Activity 2 Checklist
a) Stand straight but not stiff
b) Balance your weight evenly on both feet
c) Your facial expression must match your message
13 Ask questions to confirm understanding
Questioning is very important
Confusion can also occur when it isnrsquot clear what you are asking
whether you are asking for more information or just checking that yoursquove understood what was
said
Ways to ask questions to confirm understanding include lsquoopen endedrsquo questions such as
ldquoSo I print out the address labels first then what do I dordquo
ldquoShould I send the brochures to all the travel agents listed
hererdquo
ldquoSo you want me to store the fruit in the
fridge Is that rightrdquo
I am sorry I do not understanding Can you tell me again
I am sorry Can you explain exactly what you want me to do
Just to be sure you want me tohellip
Exceed Guest ExpectationsbullThe ldquoHometownrdquo newspaperbullFresh Seafood Fruit etcbull5 star service
Sometimes when there is a problem seeking and offering possible solutions to it is very important
Most likely it is the same way as making suggesting
Making suggestion means giving your opinion about what should be done so you often use the same expressions that you use for expressing opinion
4 ขนตอนในการแก)ไขป+ญหาการ)องเรยนของลกค)าFour steps to effectively handle guest complaints
bullรบฟ+งป+ญหา (Listen to the problem)
bullกลาวขอโทษ (Apologize) ความเหนใจEmpathy
bullแก)ไขป+ญหา (Fix the problem)
bullตดตามผล (Follow up)
Role Play Activity
Handling Complaints
Thank youIrsquom sorryhellipI apologize
I empathizehellip
Perhaps we couldhelliporhellip
Is everything to your satisfaction
What are the top 5 complaints from your customers
What are the top 5 complaints from your boss
Activity Itrsquos all about Teamwork and Empathy
Which departmentco-worker should be contacted whenhellip
1 A guest complains that although he used the ldquoDo Not Disturbrsquo sign a room attendant knocked on the door and woke him up
2 A guest complain that cable is out on the TV and hersquos missing the World Cup match
3 The guest complains that their room smells like smoke4 A meeting planner complains the Air Conditioning in the
meeting room is broken
How would you show Empathy Who follows up
Connect all 9 Dots using only 4 straight lines without lifting the ldquopencilrdquo
Connect all 9 Dots using only 4 straight lines without lifting the ldquopencilrdquo
The key comes in realizing that you donrsquot have to stay ldquoinside the boxrdquo
12
3
4
T
E
A
M
ogether
ach
chieves
ore
ldquo I have a dream helliprdquo
Nobody is perfect but a team can
be
Uplift By flying ldquo V rdquo formation the
flock adds 71 to the (each on itrsquos own)
flying range
ldquo I have a dream helliprdquo
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Since service is not something guests can return or exchange their only option is
to complain
bull เพราะงานบรการมใชสงของทแขกจะสามารถคน
หรอเปลยนใหมใด) ดงนนวธเดยวทแขกของเราจะท3าใด)
คอ ค3าบน และ ร)องท$กข
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Additional Pointsขอแนะนา
bull Guests want a total quality experience not isolated pockets of excellence Work together as a team to resolve guest problems and deliver the best service possible
bull Every guest has different expectations of what excellent service is and each employee has a unique opportunity to anticipate and meet those expectations
Fill guests request immediately or when they want something done
สนองตอบค3าร)องขอจากแขกทนท และเมอใดกตามทแขกขอ
Make guests feel as if they are your prioritybull ท3าให)แขกมความร)ส4กวา เขาเปนอนดบแรกทเราให)บรการ
Determining Guest Needs
Anticipate and list the potential needs from the groups below
1 Families with small children2 Honeymooning couple3 Guest with disabilities4 Seniors5 Women traveling alone
Activity 2
The supervisor is giving out daily work instructions before being on duty Notice the front office personnel appropriate
body language to indicate his or her understanding Then mark on the checklist
Student A is a supervisor and
Student B is a front office personnel
Activity 2 Checklist
a) Stand straight but not stiff
b) Balance your weight evenly on both feet
c) Your facial expression must match your message
13 Ask questions to confirm understanding
Questioning is very important
Confusion can also occur when it isnrsquot clear what you are asking
whether you are asking for more information or just checking that yoursquove understood what was
said
Ways to ask questions to confirm understanding include lsquoopen endedrsquo questions such as
ldquoSo I print out the address labels first then what do I dordquo
ldquoShould I send the brochures to all the travel agents listed
hererdquo
ldquoSo you want me to store the fruit in the
fridge Is that rightrdquo
I am sorry I do not understanding Can you tell me again
I am sorry Can you explain exactly what you want me to do
Just to be sure you want me tohellip
Exceed Guest ExpectationsbullThe ldquoHometownrdquo newspaperbullFresh Seafood Fruit etcbull5 star service
Sometimes when there is a problem seeking and offering possible solutions to it is very important
Most likely it is the same way as making suggesting
Making suggestion means giving your opinion about what should be done so you often use the same expressions that you use for expressing opinion
4 ขนตอนในการแก)ไขป+ญหาการ)องเรยนของลกค)าFour steps to effectively handle guest complaints
bullรบฟ+งป+ญหา (Listen to the problem)
bullกลาวขอโทษ (Apologize) ความเหนใจEmpathy
bullแก)ไขป+ญหา (Fix the problem)
bullตดตามผล (Follow up)
Role Play Activity
Handling Complaints
Thank youIrsquom sorryhellipI apologize
I empathizehellip
Perhaps we couldhelliporhellip
Is everything to your satisfaction
What are the top 5 complaints from your customers
What are the top 5 complaints from your boss
Activity Itrsquos all about Teamwork and Empathy
Which departmentco-worker should be contacted whenhellip
1 A guest complains that although he used the ldquoDo Not Disturbrsquo sign a room attendant knocked on the door and woke him up
2 A guest complain that cable is out on the TV and hersquos missing the World Cup match
3 The guest complains that their room smells like smoke4 A meeting planner complains the Air Conditioning in the
meeting room is broken
How would you show Empathy Who follows up
Connect all 9 Dots using only 4 straight lines without lifting the ldquopencilrdquo
Connect all 9 Dots using only 4 straight lines without lifting the ldquopencilrdquo
The key comes in realizing that you donrsquot have to stay ldquoinside the boxrdquo
12
3
4
T
E
A
M
ogether
ach
chieves
ore
ldquo I have a dream helliprdquo
Nobody is perfect but a team can
be
Uplift By flying ldquo V rdquo formation the
flock adds 71 to the (each on itrsquos own)
flying range
ldquo I have a dream helliprdquo
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Since service is not something guests can return or exchange their only option is
to complain
bull เพราะงานบรการมใชสงของทแขกจะสามารถคน
หรอเปลยนใหมใด) ดงนนวธเดยวทแขกของเราจะท3าใด)
คอ ค3าบน และ ร)องท$กข
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Additional Pointsขอแนะนา
bull Guests want a total quality experience not isolated pockets of excellence Work together as a team to resolve guest problems and deliver the best service possible
bull Every guest has different expectations of what excellent service is and each employee has a unique opportunity to anticipate and meet those expectations
Fill guests request immediately or when they want something done
สนองตอบค3าร)องขอจากแขกทนท และเมอใดกตามทแขกขอ
Make guests feel as if they are your prioritybull ท3าให)แขกมความร)ส4กวา เขาเปนอนดบแรกทเราให)บรการ
Determining Guest Needs
Anticipate and list the potential needs from the groups below
1 Families with small children2 Honeymooning couple3 Guest with disabilities4 Seniors5 Women traveling alone
Activity 2
The supervisor is giving out daily work instructions before being on duty Notice the front office personnel appropriate
body language to indicate his or her understanding Then mark on the checklist
Student A is a supervisor and
Student B is a front office personnel
Activity 2 Checklist
a) Stand straight but not stiff
b) Balance your weight evenly on both feet
c) Your facial expression must match your message
13 Ask questions to confirm understanding
Questioning is very important
Confusion can also occur when it isnrsquot clear what you are asking
whether you are asking for more information or just checking that yoursquove understood what was
said
Ways to ask questions to confirm understanding include lsquoopen endedrsquo questions such as
ldquoSo I print out the address labels first then what do I dordquo
ldquoShould I send the brochures to all the travel agents listed
hererdquo
ldquoSo you want me to store the fruit in the
fridge Is that rightrdquo
I am sorry I do not understanding Can you tell me again
I am sorry Can you explain exactly what you want me to do
Just to be sure you want me tohellip
Exceed Guest ExpectationsbullThe ldquoHometownrdquo newspaperbullFresh Seafood Fruit etcbull5 star service
Sometimes when there is a problem seeking and offering possible solutions to it is very important
Most likely it is the same way as making suggesting
Making suggestion means giving your opinion about what should be done so you often use the same expressions that you use for expressing opinion
4 ขนตอนในการแก)ไขป+ญหาการ)องเรยนของลกค)าFour steps to effectively handle guest complaints
bullรบฟ+งป+ญหา (Listen to the problem)
bullกลาวขอโทษ (Apologize) ความเหนใจEmpathy
bullแก)ไขป+ญหา (Fix the problem)
bullตดตามผล (Follow up)
Role Play Activity
Handling Complaints
Thank youIrsquom sorryhellipI apologize
I empathizehellip
Perhaps we couldhelliporhellip
Is everything to your satisfaction
What are the top 5 complaints from your customers
What are the top 5 complaints from your boss
Activity Itrsquos all about Teamwork and Empathy
Which departmentco-worker should be contacted whenhellip
1 A guest complains that although he used the ldquoDo Not Disturbrsquo sign a room attendant knocked on the door and woke him up
2 A guest complain that cable is out on the TV and hersquos missing the World Cup match
3 The guest complains that their room smells like smoke4 A meeting planner complains the Air Conditioning in the
meeting room is broken
How would you show Empathy Who follows up
Connect all 9 Dots using only 4 straight lines without lifting the ldquopencilrdquo
Connect all 9 Dots using only 4 straight lines without lifting the ldquopencilrdquo
The key comes in realizing that you donrsquot have to stay ldquoinside the boxrdquo
12
3
4
T
E
A
M
ogether
ach
chieves
ore
ldquo I have a dream helliprdquo
Nobody is perfect but a team can
be
Uplift By flying ldquo V rdquo formation the
flock adds 71 to the (each on itrsquos own)
flying range
ldquo I have a dream helliprdquo
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Since service is not something guests can return or exchange their only option is
to complain
bull เพราะงานบรการมใชสงของทแขกจะสามารถคน
หรอเปลยนใหมใด) ดงนนวธเดยวทแขกของเราจะท3าใด)
คอ ค3าบน และ ร)องท$กข
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Additional Pointsขอแนะนา
bull Guests want a total quality experience not isolated pockets of excellence Work together as a team to resolve guest problems and deliver the best service possible
bull Every guest has different expectations of what excellent service is and each employee has a unique opportunity to anticipate and meet those expectations
Fill guests request immediately or when they want something done
สนองตอบค3าร)องขอจากแขกทนท และเมอใดกตามทแขกขอ
Make guests feel as if they are your prioritybull ท3าให)แขกมความร)ส4กวา เขาเปนอนดบแรกทเราให)บรการ
Determining Guest Needs
Anticipate and list the potential needs from the groups below
1 Families with small children2 Honeymooning couple3 Guest with disabilities4 Seniors5 Women traveling alone
Activity 2
The supervisor is giving out daily work instructions before being on duty Notice the front office personnel appropriate
body language to indicate his or her understanding Then mark on the checklist
Student A is a supervisor and
Student B is a front office personnel
Activity 2 Checklist
a) Stand straight but not stiff
b) Balance your weight evenly on both feet
c) Your facial expression must match your message
13 Ask questions to confirm understanding
Questioning is very important
Confusion can also occur when it isnrsquot clear what you are asking
whether you are asking for more information or just checking that yoursquove understood what was
said
Ways to ask questions to confirm understanding include lsquoopen endedrsquo questions such as
ldquoSo I print out the address labels first then what do I dordquo
ldquoShould I send the brochures to all the travel agents listed
hererdquo
ldquoSo you want me to store the fruit in the
fridge Is that rightrdquo
I am sorry I do not understanding Can you tell me again
I am sorry Can you explain exactly what you want me to do
Just to be sure you want me tohellip
Exceed Guest ExpectationsbullThe ldquoHometownrdquo newspaperbullFresh Seafood Fruit etcbull5 star service
Sometimes when there is a problem seeking and offering possible solutions to it is very important
Most likely it is the same way as making suggesting
Making suggestion means giving your opinion about what should be done so you often use the same expressions that you use for expressing opinion
4 ขนตอนในการแก)ไขป+ญหาการ)องเรยนของลกค)าFour steps to effectively handle guest complaints
bullรบฟ+งป+ญหา (Listen to the problem)
bullกลาวขอโทษ (Apologize) ความเหนใจEmpathy
bullแก)ไขป+ญหา (Fix the problem)
bullตดตามผล (Follow up)
Role Play Activity
Handling Complaints
Thank youIrsquom sorryhellipI apologize
I empathizehellip
Perhaps we couldhelliporhellip
Is everything to your satisfaction
What are the top 5 complaints from your customers
What are the top 5 complaints from your boss
Activity Itrsquos all about Teamwork and Empathy
Which departmentco-worker should be contacted whenhellip
1 A guest complains that although he used the ldquoDo Not Disturbrsquo sign a room attendant knocked on the door and woke him up
2 A guest complain that cable is out on the TV and hersquos missing the World Cup match
3 The guest complains that their room smells like smoke4 A meeting planner complains the Air Conditioning in the
meeting room is broken
How would you show Empathy Who follows up
Connect all 9 Dots using only 4 straight lines without lifting the ldquopencilrdquo
Connect all 9 Dots using only 4 straight lines without lifting the ldquopencilrdquo
The key comes in realizing that you donrsquot have to stay ldquoinside the boxrdquo
12
3
4
T
E
A
M
ogether
ach
chieves
ore
ldquo I have a dream helliprdquo
Nobody is perfect but a team can
be
Uplift By flying ldquo V rdquo formation the
flock adds 71 to the (each on itrsquos own)
flying range
ldquo I have a dream helliprdquo
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Since service is not something guests can return or exchange their only option is
to complain
bull เพราะงานบรการมใชสงของทแขกจะสามารถคน
หรอเปลยนใหมใด) ดงนนวธเดยวทแขกของเราจะท3าใด)
คอ ค3าบน และ ร)องท$กข
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Additional Pointsขอแนะนา
bull Guests want a total quality experience not isolated pockets of excellence Work together as a team to resolve guest problems and deliver the best service possible
bull Every guest has different expectations of what excellent service is and each employee has a unique opportunity to anticipate and meet those expectations
Fill guests request immediately or when they want something done
สนองตอบค3าร)องขอจากแขกทนท และเมอใดกตามทแขกขอ
Make guests feel as if they are your prioritybull ท3าให)แขกมความร)ส4กวา เขาเปนอนดบแรกทเราให)บรการ
Determining Guest Needs
Anticipate and list the potential needs from the groups below
1 Families with small children2 Honeymooning couple3 Guest with disabilities4 Seniors5 Women traveling alone
Activity 2
The supervisor is giving out daily work instructions before being on duty Notice the front office personnel appropriate
body language to indicate his or her understanding Then mark on the checklist
Student A is a supervisor and
Student B is a front office personnel
Activity 2 Checklist
a) Stand straight but not stiff
b) Balance your weight evenly on both feet
c) Your facial expression must match your message
13 Ask questions to confirm understanding
Questioning is very important
Confusion can also occur when it isnrsquot clear what you are asking
whether you are asking for more information or just checking that yoursquove understood what was
said
Ways to ask questions to confirm understanding include lsquoopen endedrsquo questions such as
ldquoSo I print out the address labels first then what do I dordquo
ldquoShould I send the brochures to all the travel agents listed
hererdquo
ldquoSo you want me to store the fruit in the
fridge Is that rightrdquo
I am sorry I do not understanding Can you tell me again
I am sorry Can you explain exactly what you want me to do
Just to be sure you want me tohellip
Exceed Guest ExpectationsbullThe ldquoHometownrdquo newspaperbullFresh Seafood Fruit etcbull5 star service
Sometimes when there is a problem seeking and offering possible solutions to it is very important
Most likely it is the same way as making suggesting
Making suggestion means giving your opinion about what should be done so you often use the same expressions that you use for expressing opinion
4 ขนตอนในการแก)ไขป+ญหาการ)องเรยนของลกค)าFour steps to effectively handle guest complaints
bullรบฟ+งป+ญหา (Listen to the problem)
bullกลาวขอโทษ (Apologize) ความเหนใจEmpathy
bullแก)ไขป+ญหา (Fix the problem)
bullตดตามผล (Follow up)
Role Play Activity
Handling Complaints
Thank youIrsquom sorryhellipI apologize
I empathizehellip
Perhaps we couldhelliporhellip
Is everything to your satisfaction
What are the top 5 complaints from your customers
What are the top 5 complaints from your boss
Activity Itrsquos all about Teamwork and Empathy
Which departmentco-worker should be contacted whenhellip
1 A guest complains that although he used the ldquoDo Not Disturbrsquo sign a room attendant knocked on the door and woke him up
2 A guest complain that cable is out on the TV and hersquos missing the World Cup match
3 The guest complains that their room smells like smoke4 A meeting planner complains the Air Conditioning in the
meeting room is broken
How would you show Empathy Who follows up
Connect all 9 Dots using only 4 straight lines without lifting the ldquopencilrdquo
Connect all 9 Dots using only 4 straight lines without lifting the ldquopencilrdquo
The key comes in realizing that you donrsquot have to stay ldquoinside the boxrdquo
12
3
4
T
E
A
M
ogether
ach
chieves
ore
ldquo I have a dream helliprdquo
Nobody is perfect but a team can
be
Uplift By flying ldquo V rdquo formation the
flock adds 71 to the (each on itrsquos own)
flying range
ldquo I have a dream helliprdquo
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Since service is not something guests can return or exchange their only option is
to complain
bull เพราะงานบรการมใชสงของทแขกจะสามารถคน
หรอเปลยนใหมใด) ดงนนวธเดยวทแขกของเราจะท3าใด)
คอ ค3าบน และ ร)องท$กข
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Additional Pointsขอแนะนา
bull Guests want a total quality experience not isolated pockets of excellence Work together as a team to resolve guest problems and deliver the best service possible
bull Every guest has different expectations of what excellent service is and each employee has a unique opportunity to anticipate and meet those expectations
Fill guests request immediately or when they want something done
สนองตอบค3าร)องขอจากแขกทนท และเมอใดกตามทแขกขอ
Make guests feel as if they are your prioritybull ท3าให)แขกมความร)ส4กวา เขาเปนอนดบแรกทเราให)บรการ
Determining Guest Needs
Anticipate and list the potential needs from the groups below
1 Families with small children2 Honeymooning couple3 Guest with disabilities4 Seniors5 Women traveling alone
Activity 2
The supervisor is giving out daily work instructions before being on duty Notice the front office personnel appropriate
body language to indicate his or her understanding Then mark on the checklist
Student A is a supervisor and
Student B is a front office personnel
Activity 2 Checklist
a) Stand straight but not stiff
b) Balance your weight evenly on both feet
c) Your facial expression must match your message
13 Ask questions to confirm understanding
Questioning is very important
Confusion can also occur when it isnrsquot clear what you are asking
whether you are asking for more information or just checking that yoursquove understood what was
said
Ways to ask questions to confirm understanding include lsquoopen endedrsquo questions such as
ldquoSo I print out the address labels first then what do I dordquo
ldquoShould I send the brochures to all the travel agents listed
hererdquo
ldquoSo you want me to store the fruit in the
fridge Is that rightrdquo
I am sorry I do not understanding Can you tell me again
I am sorry Can you explain exactly what you want me to do
Just to be sure you want me tohellip
Exceed Guest ExpectationsbullThe ldquoHometownrdquo newspaperbullFresh Seafood Fruit etcbull5 star service
Sometimes when there is a problem seeking and offering possible solutions to it is very important
Most likely it is the same way as making suggesting
Making suggestion means giving your opinion about what should be done so you often use the same expressions that you use for expressing opinion
4 ขนตอนในการแก)ไขป+ญหาการ)องเรยนของลกค)าFour steps to effectively handle guest complaints
bullรบฟ+งป+ญหา (Listen to the problem)
bullกลาวขอโทษ (Apologize) ความเหนใจEmpathy
bullแก)ไขป+ญหา (Fix the problem)
bullตดตามผล (Follow up)
Role Play Activity
Handling Complaints
Thank youIrsquom sorryhellipI apologize
I empathizehellip
Perhaps we couldhelliporhellip
Is everything to your satisfaction
What are the top 5 complaints from your customers
What are the top 5 complaints from your boss
Activity Itrsquos all about Teamwork and Empathy
Which departmentco-worker should be contacted whenhellip
1 A guest complains that although he used the ldquoDo Not Disturbrsquo sign a room attendant knocked on the door and woke him up
2 A guest complain that cable is out on the TV and hersquos missing the World Cup match
3 The guest complains that their room smells like smoke4 A meeting planner complains the Air Conditioning in the
meeting room is broken
How would you show Empathy Who follows up
Connect all 9 Dots using only 4 straight lines without lifting the ldquopencilrdquo
Connect all 9 Dots using only 4 straight lines without lifting the ldquopencilrdquo
The key comes in realizing that you donrsquot have to stay ldquoinside the boxrdquo
12
3
4
T
E
A
M
ogether
ach
chieves
ore
ldquo I have a dream helliprdquo
Nobody is perfect but a team can
be
Uplift By flying ldquo V rdquo formation the
flock adds 71 to the (each on itrsquos own)
flying range
ldquo I have a dream helliprdquo
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Since service is not something guests can return or exchange their only option is
to complain
bull เพราะงานบรการมใชสงของทแขกจะสามารถคน
หรอเปลยนใหมใด) ดงนนวธเดยวทแขกของเราจะท3าใด)
คอ ค3าบน และ ร)องท$กข
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Additional Pointsขอแนะนา
bull Guests want a total quality experience not isolated pockets of excellence Work together as a team to resolve guest problems and deliver the best service possible
bull Every guest has different expectations of what excellent service is and each employee has a unique opportunity to anticipate and meet those expectations
Fill guests request immediately or when they want something done
สนองตอบค3าร)องขอจากแขกทนท และเมอใดกตามทแขกขอ
Make guests feel as if they are your prioritybull ท3าให)แขกมความร)ส4กวา เขาเปนอนดบแรกทเราให)บรการ
Determining Guest Needs
Anticipate and list the potential needs from the groups below
1 Families with small children2 Honeymooning couple3 Guest with disabilities4 Seniors5 Women traveling alone
Activity 2
The supervisor is giving out daily work instructions before being on duty Notice the front office personnel appropriate
body language to indicate his or her understanding Then mark on the checklist
Student A is a supervisor and
Student B is a front office personnel
Activity 2 Checklist
a) Stand straight but not stiff
b) Balance your weight evenly on both feet
c) Your facial expression must match your message
13 Ask questions to confirm understanding
Questioning is very important
Confusion can also occur when it isnrsquot clear what you are asking
whether you are asking for more information or just checking that yoursquove understood what was
said
Ways to ask questions to confirm understanding include lsquoopen endedrsquo questions such as
ldquoSo I print out the address labels first then what do I dordquo
ldquoShould I send the brochures to all the travel agents listed
hererdquo
ldquoSo you want me to store the fruit in the
fridge Is that rightrdquo
I am sorry I do not understanding Can you tell me again
I am sorry Can you explain exactly what you want me to do
Just to be sure you want me tohellip
Exceed Guest ExpectationsbullThe ldquoHometownrdquo newspaperbullFresh Seafood Fruit etcbull5 star service
Sometimes when there is a problem seeking and offering possible solutions to it is very important
Most likely it is the same way as making suggesting
Making suggestion means giving your opinion about what should be done so you often use the same expressions that you use for expressing opinion
4 ขนตอนในการแก)ไขป+ญหาการ)องเรยนของลกค)าFour steps to effectively handle guest complaints
bullรบฟ+งป+ญหา (Listen to the problem)
bullกลาวขอโทษ (Apologize) ความเหนใจEmpathy
bullแก)ไขป+ญหา (Fix the problem)
bullตดตามผล (Follow up)
Role Play Activity
Handling Complaints
Thank youIrsquom sorryhellipI apologize
I empathizehellip
Perhaps we couldhelliporhellip
Is everything to your satisfaction
What are the top 5 complaints from your customers
What are the top 5 complaints from your boss
Activity Itrsquos all about Teamwork and Empathy
Which departmentco-worker should be contacted whenhellip
1 A guest complains that although he used the ldquoDo Not Disturbrsquo sign a room attendant knocked on the door and woke him up
2 A guest complain that cable is out on the TV and hersquos missing the World Cup match
3 The guest complains that their room smells like smoke4 A meeting planner complains the Air Conditioning in the
meeting room is broken
How would you show Empathy Who follows up
Connect all 9 Dots using only 4 straight lines without lifting the ldquopencilrdquo
Connect all 9 Dots using only 4 straight lines without lifting the ldquopencilrdquo
The key comes in realizing that you donrsquot have to stay ldquoinside the boxrdquo
12
3
4
T
E
A
M
ogether
ach
chieves
ore
ldquo I have a dream helliprdquo
Nobody is perfect but a team can
be
Uplift By flying ldquo V rdquo formation the
flock adds 71 to the (each on itrsquos own)
flying range
ldquo I have a dream helliprdquo
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Since service is not something guests can return or exchange their only option is
to complain
bull เพราะงานบรการมใชสงของทแขกจะสามารถคน
หรอเปลยนใหมใด) ดงนนวธเดยวทแขกของเราจะท3าใด)
คอ ค3าบน และ ร)องท$กข
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Additional Pointsขอแนะนา
bull Guests want a total quality experience not isolated pockets of excellence Work together as a team to resolve guest problems and deliver the best service possible
bull Every guest has different expectations of what excellent service is and each employee has a unique opportunity to anticipate and meet those expectations
Fill guests request immediately or when they want something done
สนองตอบค3าร)องขอจากแขกทนท และเมอใดกตามทแขกขอ
Make guests feel as if they are your prioritybull ท3าให)แขกมความร)ส4กวา เขาเปนอนดบแรกทเราให)บรการ
Determining Guest Needs
Anticipate and list the potential needs from the groups below
1 Families with small children2 Honeymooning couple3 Guest with disabilities4 Seniors5 Women traveling alone
Activity 2
The supervisor is giving out daily work instructions before being on duty Notice the front office personnel appropriate
body language to indicate his or her understanding Then mark on the checklist
Student A is a supervisor and
Student B is a front office personnel
Activity 2 Checklist
a) Stand straight but not stiff
b) Balance your weight evenly on both feet
c) Your facial expression must match your message
13 Ask questions to confirm understanding
Questioning is very important
Confusion can also occur when it isnrsquot clear what you are asking
whether you are asking for more information or just checking that yoursquove understood what was
said
Ways to ask questions to confirm understanding include lsquoopen endedrsquo questions such as
ldquoSo I print out the address labels first then what do I dordquo
ldquoShould I send the brochures to all the travel agents listed
hererdquo
ldquoSo you want me to store the fruit in the
fridge Is that rightrdquo
I am sorry I do not understanding Can you tell me again
I am sorry Can you explain exactly what you want me to do
Just to be sure you want me tohellip
Exceed Guest ExpectationsbullThe ldquoHometownrdquo newspaperbullFresh Seafood Fruit etcbull5 star service
Sometimes when there is a problem seeking and offering possible solutions to it is very important
Most likely it is the same way as making suggesting
Making suggestion means giving your opinion about what should be done so you often use the same expressions that you use for expressing opinion
4 ขนตอนในการแก)ไขป+ญหาการ)องเรยนของลกค)าFour steps to effectively handle guest complaints
bullรบฟ+งป+ญหา (Listen to the problem)
bullกลาวขอโทษ (Apologize) ความเหนใจEmpathy
bullแก)ไขป+ญหา (Fix the problem)
bullตดตามผล (Follow up)
Role Play Activity
Handling Complaints
Thank youIrsquom sorryhellipI apologize
I empathizehellip
Perhaps we couldhelliporhellip
Is everything to your satisfaction
What are the top 5 complaints from your customers
What are the top 5 complaints from your boss
Activity Itrsquos all about Teamwork and Empathy
Which departmentco-worker should be contacted whenhellip
1 A guest complains that although he used the ldquoDo Not Disturbrsquo sign a room attendant knocked on the door and woke him up
2 A guest complain that cable is out on the TV and hersquos missing the World Cup match
3 The guest complains that their room smells like smoke4 A meeting planner complains the Air Conditioning in the
meeting room is broken
How would you show Empathy Who follows up
Connect all 9 Dots using only 4 straight lines without lifting the ldquopencilrdquo
Connect all 9 Dots using only 4 straight lines without lifting the ldquopencilrdquo
The key comes in realizing that you donrsquot have to stay ldquoinside the boxrdquo
12
3
4
T
E
A
M
ogether
ach
chieves
ore
ldquo I have a dream helliprdquo
Nobody is perfect but a team can
be
Uplift By flying ldquo V rdquo formation the
flock adds 71 to the (each on itrsquos own)
flying range
ldquo I have a dream helliprdquo
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Since service is not something guests can return or exchange their only option is
to complain
bull เพราะงานบรการมใชสงของทแขกจะสามารถคน
หรอเปลยนใหมใด) ดงนนวธเดยวทแขกของเราจะท3าใด)
คอ ค3าบน และ ร)องท$กข
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Additional Pointsขอแนะนา
bull Guests want a total quality experience not isolated pockets of excellence Work together as a team to resolve guest problems and deliver the best service possible
bull Every guest has different expectations of what excellent service is and each employee has a unique opportunity to anticipate and meet those expectations
Fill guests request immediately or when they want something done
สนองตอบค3าร)องขอจากแขกทนท และเมอใดกตามทแขกขอ
Make guests feel as if they are your prioritybull ท3าให)แขกมความร)ส4กวา เขาเปนอนดบแรกทเราให)บรการ
Determining Guest Needs
Anticipate and list the potential needs from the groups below
1 Families with small children2 Honeymooning couple3 Guest with disabilities4 Seniors5 Women traveling alone
Activity 2
The supervisor is giving out daily work instructions before being on duty Notice the front office personnel appropriate
body language to indicate his or her understanding Then mark on the checklist
Student A is a supervisor and
Student B is a front office personnel
Activity 2 Checklist
a) Stand straight but not stiff
b) Balance your weight evenly on both feet
c) Your facial expression must match your message
13 Ask questions to confirm understanding
Questioning is very important
Confusion can also occur when it isnrsquot clear what you are asking
whether you are asking for more information or just checking that yoursquove understood what was
said
Ways to ask questions to confirm understanding include lsquoopen endedrsquo questions such as
ldquoSo I print out the address labels first then what do I dordquo
ldquoShould I send the brochures to all the travel agents listed
hererdquo
ldquoSo you want me to store the fruit in the
fridge Is that rightrdquo
I am sorry I do not understanding Can you tell me again
I am sorry Can you explain exactly what you want me to do
Just to be sure you want me tohellip
Exceed Guest ExpectationsbullThe ldquoHometownrdquo newspaperbullFresh Seafood Fruit etcbull5 star service
Sometimes when there is a problem seeking and offering possible solutions to it is very important
Most likely it is the same way as making suggesting
Making suggestion means giving your opinion about what should be done so you often use the same expressions that you use for expressing opinion
4 ขนตอนในการแก)ไขป+ญหาการ)องเรยนของลกค)าFour steps to effectively handle guest complaints
bullรบฟ+งป+ญหา (Listen to the problem)
bullกลาวขอโทษ (Apologize) ความเหนใจEmpathy
bullแก)ไขป+ญหา (Fix the problem)
bullตดตามผล (Follow up)
Role Play Activity
Handling Complaints
Thank youIrsquom sorryhellipI apologize
I empathizehellip
Perhaps we couldhelliporhellip
Is everything to your satisfaction
What are the top 5 complaints from your customers
What are the top 5 complaints from your boss
Activity Itrsquos all about Teamwork and Empathy
Which departmentco-worker should be contacted whenhellip
1 A guest complains that although he used the ldquoDo Not Disturbrsquo sign a room attendant knocked on the door and woke him up
2 A guest complain that cable is out on the TV and hersquos missing the World Cup match
3 The guest complains that their room smells like smoke4 A meeting planner complains the Air Conditioning in the
meeting room is broken
How would you show Empathy Who follows up
Connect all 9 Dots using only 4 straight lines without lifting the ldquopencilrdquo
Connect all 9 Dots using only 4 straight lines without lifting the ldquopencilrdquo
The key comes in realizing that you donrsquot have to stay ldquoinside the boxrdquo
12
3
4
T
E
A
M
ogether
ach
chieves
ore
ldquo I have a dream helliprdquo
Nobody is perfect but a team can
be
Uplift By flying ldquo V rdquo formation the
flock adds 71 to the (each on itrsquos own)
flying range
ldquo I have a dream helliprdquo
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Since service is not something guests can return or exchange their only option is
to complain
bull เพราะงานบรการมใชสงของทแขกจะสามารถคน
หรอเปลยนใหมใด) ดงนนวธเดยวทแขกของเราจะท3าใด)
คอ ค3าบน และ ร)องท$กข
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Additional Pointsขอแนะนา
bull Guests want a total quality experience not isolated pockets of excellence Work together as a team to resolve guest problems and deliver the best service possible
What are guest expectations (6) and how do we satisfy them
Slide 90
Slide 91
รปลกษณทดเปนมออาชพ Professional Appearance
Professional Appearance
Slide 94
ความเปนมตร Friendliness
Friendliness
Slide 97
อธยาศย Courtesy
Courtesy อธยาศย
Slide 100
ความเหนใจ Empathy
Empathy
Slide 103
ความรบผดชอบ Responsiveness
Responsiveness ความรบผดชอบ
Slide 106
ความยดหยน Flexibility
Flexibility ความ ยดหยด
Slide 109
Slide 110
Is the Tourism Industry right for you
Slide 112
Slide 113
Qualities Well Organized Good Strategic Planning Skills
Accommodations sector
Slide 116
Qualities Good with figures stats numbers Punctual Ethical
Slide 118
Slide 119
Qualities Good Problem Solving skills Likes completing projects
Property Management
Slide 122
Qualities SEXY NAUGHTY Bitchy
Slide 124
The Spirit of Hospitality Part 2 Delivering Quality Service
Delivering Quality Guest Service การมอบงานบรการทเปยมคณภา
Slide 127
การอานแขกใหออกแปลวาอะไร What does it mean to lsquoReadrsquo a guest
Slide 129
A few more points ขอแนะนำ
Additional Points ขอเพมเตม
Fill guests request immediately or when they want something d
Determining Guest Needs
Slide 134
Slide 135
Slide 136
Slide 137
Slide 138
Slide 139
Sometimes when there is a problem seeking and offering possibl
4 ขนตอนในการแกไขปญหาการองเรยนของลกคา Four steps to effe (2)
Slide 142
Activity Itrsquos all about Teamwork and Empathy
Slide 144
Connect all 9 Dots using only 4 straight lines without lifting
Connect all 9 Dots using only 4 straight lines without lifting (2)
Slide 147
Slide 148
การพฒนาคณภาพการบรการ Improving Service Quality
Since service is not something guests can return or exchange t
การพฒนาคณภาพการบรการ Improving Service Quality (2)
Additional Points ขอแนะนำ
Yes We Can
Slide 154
Honolulu Hawaii
Slide 156
Slide 157
Slide 158
What are other training ideas for your departmental team member
Work in groups
Cross Departmental Training (Weekly)
Yes We Can (2)
Slide 163
Slide 164
Slide 165
Slide 166
Slide 167
Slide 168
Additional Pointsข)อเพมเตม
bull Every guest has different expectations of what excellent service is and each employee has a unique opportunity to anticipate and meet those expectations
Fill guests request immediately or when they want something done
สนองตอบค3าร)องขอจากแขกทนท และเมอใดกตามทแขกขอ
Make guests feel as if they are your prioritybull ท3าให)แขกมความร)ส4กวา เขาเปนอนดบแรกทเราให)บรการ
Determining Guest Needs
Anticipate and list the potential needs from the groups below
1 Families with small children2 Honeymooning couple3 Guest with disabilities4 Seniors5 Women traveling alone
Activity 2
The supervisor is giving out daily work instructions before being on duty Notice the front office personnel appropriate
body language to indicate his or her understanding Then mark on the checklist
Student A is a supervisor and
Student B is a front office personnel
Activity 2 Checklist
a) Stand straight but not stiff
b) Balance your weight evenly on both feet
c) Your facial expression must match your message
13 Ask questions to confirm understanding
Questioning is very important
Confusion can also occur when it isnrsquot clear what you are asking
whether you are asking for more information or just checking that yoursquove understood what was
said
Ways to ask questions to confirm understanding include lsquoopen endedrsquo questions such as
ldquoSo I print out the address labels first then what do I dordquo
ldquoShould I send the brochures to all the travel agents listed
hererdquo
ldquoSo you want me to store the fruit in the
fridge Is that rightrdquo
I am sorry I do not understanding Can you tell me again
I am sorry Can you explain exactly what you want me to do
Just to be sure you want me tohellip
Exceed Guest ExpectationsbullThe ldquoHometownrdquo newspaperbullFresh Seafood Fruit etcbull5 star service
Sometimes when there is a problem seeking and offering possible solutions to it is very important
Most likely it is the same way as making suggesting
Making suggestion means giving your opinion about what should be done so you often use the same expressions that you use for expressing opinion
4 ขนตอนในการแก)ไขป+ญหาการ)องเรยนของลกค)าFour steps to effectively handle guest complaints
bullรบฟ+งป+ญหา (Listen to the problem)
bullกลาวขอโทษ (Apologize) ความเหนใจEmpathy
bullแก)ไขป+ญหา (Fix the problem)
bullตดตามผล (Follow up)
Role Play Activity
Handling Complaints
Thank youIrsquom sorryhellipI apologize
I empathizehellip
Perhaps we couldhelliporhellip
Is everything to your satisfaction
What are the top 5 complaints from your customers
What are the top 5 complaints from your boss
Activity Itrsquos all about Teamwork and Empathy
Which departmentco-worker should be contacted whenhellip
1 A guest complains that although he used the ldquoDo Not Disturbrsquo sign a room attendant knocked on the door and woke him up
2 A guest complain that cable is out on the TV and hersquos missing the World Cup match
3 The guest complains that their room smells like smoke4 A meeting planner complains the Air Conditioning in the
meeting room is broken
How would you show Empathy Who follows up
Connect all 9 Dots using only 4 straight lines without lifting the ldquopencilrdquo
Connect all 9 Dots using only 4 straight lines without lifting the ldquopencilrdquo
The key comes in realizing that you donrsquot have to stay ldquoinside the boxrdquo
12
3
4
T
E
A
M
ogether
ach
chieves
ore
ldquo I have a dream helliprdquo
Nobody is perfect but a team can
be
Uplift By flying ldquo V rdquo formation the
flock adds 71 to the (each on itrsquos own)
flying range
ldquo I have a dream helliprdquo
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Since service is not something guests can return or exchange their only option is
to complain
bull เพราะงานบรการมใชสงของทแขกจะสามารถคน
หรอเปลยนใหมใด) ดงนนวธเดยวทแขกของเราจะท3าใด)
คอ ค3าบน และ ร)องท$กข
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Additional Pointsขอแนะนา
bull Guests want a total quality experience not isolated pockets of excellence Work together as a team to resolve guest problems and deliver the best service possible
What are guest expectations (6) and how do we satisfy them
Slide 90
Slide 91
รปลกษณทดเปนมออาชพ Professional Appearance
Professional Appearance
Slide 94
ความเปนมตร Friendliness
Friendliness
Slide 97
อธยาศย Courtesy
Courtesy อธยาศย
Slide 100
ความเหนใจ Empathy
Empathy
Slide 103
ความรบผดชอบ Responsiveness
Responsiveness ความรบผดชอบ
Slide 106
ความยดหยน Flexibility
Flexibility ความ ยดหยด
Slide 109
Slide 110
Is the Tourism Industry right for you
Slide 112
Slide 113
Qualities Well Organized Good Strategic Planning Skills
Accommodations sector
Slide 116
Qualities Good with figures stats numbers Punctual Ethical
Slide 118
Slide 119
Qualities Good Problem Solving skills Likes completing projects
Property Management
Slide 122
Qualities SEXY NAUGHTY Bitchy
Slide 124
The Spirit of Hospitality Part 2 Delivering Quality Service
Delivering Quality Guest Service การมอบงานบรการทเปยมคณภา
Slide 127
การอานแขกใหออกแปลวาอะไร What does it mean to lsquoReadrsquo a guest
Slide 129
A few more points ขอแนะนำ
Additional Points ขอเพมเตม
Fill guests request immediately or when they want something d
Determining Guest Needs
Slide 134
Slide 135
Slide 136
Slide 137
Slide 138
Slide 139
Sometimes when there is a problem seeking and offering possibl
4 ขนตอนในการแกไขปญหาการองเรยนของลกคา Four steps to effe (2)
Slide 142
Activity Itrsquos all about Teamwork and Empathy
Slide 144
Connect all 9 Dots using only 4 straight lines without lifting
Connect all 9 Dots using only 4 straight lines without lifting (2)
Slide 147
Slide 148
การพฒนาคณภาพการบรการ Improving Service Quality
Since service is not something guests can return or exchange t
การพฒนาคณภาพการบรการ Improving Service Quality (2)
Additional Points ขอแนะนำ
Yes We Can
Slide 154
Honolulu Hawaii
Slide 156
Slide 157
Slide 158
What are other training ideas for your departmental team member
Work in groups
Cross Departmental Training (Weekly)
Yes We Can (2)
Slide 163
Slide 164
Slide 165
Slide 166
Slide 167
Slide 168
Fill guests request immediately or when they want something done
สนองตอบค3าร)องขอจากแขกทนท และเมอใดกตามทแขกขอ
Make guests feel as if they are your prioritybull ท3าให)แขกมความร)ส4กวา เขาเปนอนดบแรกทเราให)บรการ
Determining Guest Needs
Anticipate and list the potential needs from the groups below
1 Families with small children2 Honeymooning couple3 Guest with disabilities4 Seniors5 Women traveling alone
Activity 2
The supervisor is giving out daily work instructions before being on duty Notice the front office personnel appropriate
body language to indicate his or her understanding Then mark on the checklist
Student A is a supervisor and
Student B is a front office personnel
Activity 2 Checklist
a) Stand straight but not stiff
b) Balance your weight evenly on both feet
c) Your facial expression must match your message
13 Ask questions to confirm understanding
Questioning is very important
Confusion can also occur when it isnrsquot clear what you are asking
whether you are asking for more information or just checking that yoursquove understood what was
said
Ways to ask questions to confirm understanding include lsquoopen endedrsquo questions such as
ldquoSo I print out the address labels first then what do I dordquo
ldquoShould I send the brochures to all the travel agents listed
hererdquo
ldquoSo you want me to store the fruit in the
fridge Is that rightrdquo
I am sorry I do not understanding Can you tell me again
I am sorry Can you explain exactly what you want me to do
Just to be sure you want me tohellip
Exceed Guest ExpectationsbullThe ldquoHometownrdquo newspaperbullFresh Seafood Fruit etcbull5 star service
Sometimes when there is a problem seeking and offering possible solutions to it is very important
Most likely it is the same way as making suggesting
Making suggestion means giving your opinion about what should be done so you often use the same expressions that you use for expressing opinion
4 ขนตอนในการแก)ไขป+ญหาการ)องเรยนของลกค)าFour steps to effectively handle guest complaints
bullรบฟ+งป+ญหา (Listen to the problem)
bullกลาวขอโทษ (Apologize) ความเหนใจEmpathy
bullแก)ไขป+ญหา (Fix the problem)
bullตดตามผล (Follow up)
Role Play Activity
Handling Complaints
Thank youIrsquom sorryhellipI apologize
I empathizehellip
Perhaps we couldhelliporhellip
Is everything to your satisfaction
What are the top 5 complaints from your customers
What are the top 5 complaints from your boss
Activity Itrsquos all about Teamwork and Empathy
Which departmentco-worker should be contacted whenhellip
1 A guest complains that although he used the ldquoDo Not Disturbrsquo sign a room attendant knocked on the door and woke him up
2 A guest complain that cable is out on the TV and hersquos missing the World Cup match
3 The guest complains that their room smells like smoke4 A meeting planner complains the Air Conditioning in the
meeting room is broken
How would you show Empathy Who follows up
Connect all 9 Dots using only 4 straight lines without lifting the ldquopencilrdquo
Connect all 9 Dots using only 4 straight lines without lifting the ldquopencilrdquo
The key comes in realizing that you donrsquot have to stay ldquoinside the boxrdquo
12
3
4
T
E
A
M
ogether
ach
chieves
ore
ldquo I have a dream helliprdquo
Nobody is perfect but a team can
be
Uplift By flying ldquo V rdquo formation the
flock adds 71 to the (each on itrsquos own)
flying range
ldquo I have a dream helliprdquo
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Since service is not something guests can return or exchange their only option is
to complain
bull เพราะงานบรการมใชสงของทแขกจะสามารถคน
หรอเปลยนใหมใด) ดงนนวธเดยวทแขกของเราจะท3าใด)
คอ ค3าบน และ ร)องท$กข
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Additional Pointsขอแนะนา
bull Guests want a total quality experience not isolated pockets of excellence Work together as a team to resolve guest problems and deliver the best service possible
What are guest expectations (6) and how do we satisfy them
Slide 90
Slide 91
รปลกษณทดเปนมออาชพ Professional Appearance
Professional Appearance
Slide 94
ความเปนมตร Friendliness
Friendliness
Slide 97
อธยาศย Courtesy
Courtesy อธยาศย
Slide 100
ความเหนใจ Empathy
Empathy
Slide 103
ความรบผดชอบ Responsiveness
Responsiveness ความรบผดชอบ
Slide 106
ความยดหยน Flexibility
Flexibility ความ ยดหยด
Slide 109
Slide 110
Is the Tourism Industry right for you
Slide 112
Slide 113
Qualities Well Organized Good Strategic Planning Skills
Accommodations sector
Slide 116
Qualities Good with figures stats numbers Punctual Ethical
Slide 118
Slide 119
Qualities Good Problem Solving skills Likes completing projects
Property Management
Slide 122
Qualities SEXY NAUGHTY Bitchy
Slide 124
The Spirit of Hospitality Part 2 Delivering Quality Service
Delivering Quality Guest Service การมอบงานบรการทเปยมคณภา
Slide 127
การอานแขกใหออกแปลวาอะไร What does it mean to lsquoReadrsquo a guest
Slide 129
A few more points ขอแนะนำ
Additional Points ขอเพมเตม
Fill guests request immediately or when they want something d
Determining Guest Needs
Slide 134
Slide 135
Slide 136
Slide 137
Slide 138
Slide 139
Sometimes when there is a problem seeking and offering possibl
4 ขนตอนในการแกไขปญหาการองเรยนของลกคา Four steps to effe (2)
Slide 142
Activity Itrsquos all about Teamwork and Empathy
Slide 144
Connect all 9 Dots using only 4 straight lines without lifting
Connect all 9 Dots using only 4 straight lines without lifting (2)
Slide 147
Slide 148
การพฒนาคณภาพการบรการ Improving Service Quality
Since service is not something guests can return or exchange t
การพฒนาคณภาพการบรการ Improving Service Quality (2)
Additional Points ขอแนะนำ
Yes We Can
Slide 154
Honolulu Hawaii
Slide 156
Slide 157
Slide 158
What are other training ideas for your departmental team member
Work in groups
Cross Departmental Training (Weekly)
Yes We Can (2)
Slide 163
Slide 164
Slide 165
Slide 166
Slide 167
Slide 168
Determining Guest Needs
Anticipate and list the potential needs from the groups below
1 Families with small children2 Honeymooning couple3 Guest with disabilities4 Seniors5 Women traveling alone
Activity 2
The supervisor is giving out daily work instructions before being on duty Notice the front office personnel appropriate
body language to indicate his or her understanding Then mark on the checklist
Student A is a supervisor and
Student B is a front office personnel
Activity 2 Checklist
a) Stand straight but not stiff
b) Balance your weight evenly on both feet
c) Your facial expression must match your message
13 Ask questions to confirm understanding
Questioning is very important
Confusion can also occur when it isnrsquot clear what you are asking
whether you are asking for more information or just checking that yoursquove understood what was
said
Ways to ask questions to confirm understanding include lsquoopen endedrsquo questions such as
ldquoSo I print out the address labels first then what do I dordquo
ldquoShould I send the brochures to all the travel agents listed
hererdquo
ldquoSo you want me to store the fruit in the
fridge Is that rightrdquo
I am sorry I do not understanding Can you tell me again
I am sorry Can you explain exactly what you want me to do
Just to be sure you want me tohellip
Exceed Guest ExpectationsbullThe ldquoHometownrdquo newspaperbullFresh Seafood Fruit etcbull5 star service
Sometimes when there is a problem seeking and offering possible solutions to it is very important
Most likely it is the same way as making suggesting
Making suggestion means giving your opinion about what should be done so you often use the same expressions that you use for expressing opinion
4 ขนตอนในการแก)ไขป+ญหาการ)องเรยนของลกค)าFour steps to effectively handle guest complaints
bullรบฟ+งป+ญหา (Listen to the problem)
bullกลาวขอโทษ (Apologize) ความเหนใจEmpathy
bullแก)ไขป+ญหา (Fix the problem)
bullตดตามผล (Follow up)
Role Play Activity
Handling Complaints
Thank youIrsquom sorryhellipI apologize
I empathizehellip
Perhaps we couldhelliporhellip
Is everything to your satisfaction
What are the top 5 complaints from your customers
What are the top 5 complaints from your boss
Activity Itrsquos all about Teamwork and Empathy
Which departmentco-worker should be contacted whenhellip
1 A guest complains that although he used the ldquoDo Not Disturbrsquo sign a room attendant knocked on the door and woke him up
2 A guest complain that cable is out on the TV and hersquos missing the World Cup match
3 The guest complains that their room smells like smoke4 A meeting planner complains the Air Conditioning in the
meeting room is broken
How would you show Empathy Who follows up
Connect all 9 Dots using only 4 straight lines without lifting the ldquopencilrdquo
Connect all 9 Dots using only 4 straight lines without lifting the ldquopencilrdquo
The key comes in realizing that you donrsquot have to stay ldquoinside the boxrdquo
12
3
4
T
E
A
M
ogether
ach
chieves
ore
ldquo I have a dream helliprdquo
Nobody is perfect but a team can
be
Uplift By flying ldquo V rdquo formation the
flock adds 71 to the (each on itrsquos own)
flying range
ldquo I have a dream helliprdquo
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Since service is not something guests can return or exchange their only option is
to complain
bull เพราะงานบรการมใชสงของทแขกจะสามารถคน
หรอเปลยนใหมใด) ดงนนวธเดยวทแขกของเราจะท3าใด)
คอ ค3าบน และ ร)องท$กข
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Additional Pointsขอแนะนา
bull Guests want a total quality experience not isolated pockets of excellence Work together as a team to resolve guest problems and deliver the best service possible
What are guest expectations (6) and how do we satisfy them
Slide 90
Slide 91
รปลกษณทดเปนมออาชพ Professional Appearance
Professional Appearance
Slide 94
ความเปนมตร Friendliness
Friendliness
Slide 97
อธยาศย Courtesy
Courtesy อธยาศย
Slide 100
ความเหนใจ Empathy
Empathy
Slide 103
ความรบผดชอบ Responsiveness
Responsiveness ความรบผดชอบ
Slide 106
ความยดหยน Flexibility
Flexibility ความ ยดหยด
Slide 109
Slide 110
Is the Tourism Industry right for you
Slide 112
Slide 113
Qualities Well Organized Good Strategic Planning Skills
Accommodations sector
Slide 116
Qualities Good with figures stats numbers Punctual Ethical
Slide 118
Slide 119
Qualities Good Problem Solving skills Likes completing projects
Property Management
Slide 122
Qualities SEXY NAUGHTY Bitchy
Slide 124
The Spirit of Hospitality Part 2 Delivering Quality Service
Delivering Quality Guest Service การมอบงานบรการทเปยมคณภา
Slide 127
การอานแขกใหออกแปลวาอะไร What does it mean to lsquoReadrsquo a guest
Slide 129
A few more points ขอแนะนำ
Additional Points ขอเพมเตม
Fill guests request immediately or when they want something d
Determining Guest Needs
Slide 134
Slide 135
Slide 136
Slide 137
Slide 138
Slide 139
Sometimes when there is a problem seeking and offering possibl
4 ขนตอนในการแกไขปญหาการองเรยนของลกคา Four steps to effe (2)
Slide 142
Activity Itrsquos all about Teamwork and Empathy
Slide 144
Connect all 9 Dots using only 4 straight lines without lifting
Connect all 9 Dots using only 4 straight lines without lifting (2)
Slide 147
Slide 148
การพฒนาคณภาพการบรการ Improving Service Quality
Since service is not something guests can return or exchange t
การพฒนาคณภาพการบรการ Improving Service Quality (2)
Additional Points ขอแนะนำ
Yes We Can
Slide 154
Honolulu Hawaii
Slide 156
Slide 157
Slide 158
What are other training ideas for your departmental team member
Work in groups
Cross Departmental Training (Weekly)
Yes We Can (2)
Slide 163
Slide 164
Slide 165
Slide 166
Slide 167
Slide 168
Activity 2
The supervisor is giving out daily work instructions before being on duty Notice the front office personnel appropriate
body language to indicate his or her understanding Then mark on the checklist
Student A is a supervisor and
Student B is a front office personnel
Activity 2 Checklist
a) Stand straight but not stiff
b) Balance your weight evenly on both feet
c) Your facial expression must match your message
13 Ask questions to confirm understanding
Questioning is very important
Confusion can also occur when it isnrsquot clear what you are asking
whether you are asking for more information or just checking that yoursquove understood what was
said
Ways to ask questions to confirm understanding include lsquoopen endedrsquo questions such as
ldquoSo I print out the address labels first then what do I dordquo
ldquoShould I send the brochures to all the travel agents listed
hererdquo
ldquoSo you want me to store the fruit in the
fridge Is that rightrdquo
I am sorry I do not understanding Can you tell me again
I am sorry Can you explain exactly what you want me to do
Just to be sure you want me tohellip
Exceed Guest ExpectationsbullThe ldquoHometownrdquo newspaperbullFresh Seafood Fruit etcbull5 star service
Sometimes when there is a problem seeking and offering possible solutions to it is very important
Most likely it is the same way as making suggesting
Making suggestion means giving your opinion about what should be done so you often use the same expressions that you use for expressing opinion
4 ขนตอนในการแก)ไขป+ญหาการ)องเรยนของลกค)าFour steps to effectively handle guest complaints
bullรบฟ+งป+ญหา (Listen to the problem)
bullกลาวขอโทษ (Apologize) ความเหนใจEmpathy
bullแก)ไขป+ญหา (Fix the problem)
bullตดตามผล (Follow up)
Role Play Activity
Handling Complaints
Thank youIrsquom sorryhellipI apologize
I empathizehellip
Perhaps we couldhelliporhellip
Is everything to your satisfaction
What are the top 5 complaints from your customers
What are the top 5 complaints from your boss
Activity Itrsquos all about Teamwork and Empathy
Which departmentco-worker should be contacted whenhellip
1 A guest complains that although he used the ldquoDo Not Disturbrsquo sign a room attendant knocked on the door and woke him up
2 A guest complain that cable is out on the TV and hersquos missing the World Cup match
3 The guest complains that their room smells like smoke4 A meeting planner complains the Air Conditioning in the
meeting room is broken
How would you show Empathy Who follows up
Connect all 9 Dots using only 4 straight lines without lifting the ldquopencilrdquo
Connect all 9 Dots using only 4 straight lines without lifting the ldquopencilrdquo
The key comes in realizing that you donrsquot have to stay ldquoinside the boxrdquo
12
3
4
T
E
A
M
ogether
ach
chieves
ore
ldquo I have a dream helliprdquo
Nobody is perfect but a team can
be
Uplift By flying ldquo V rdquo formation the
flock adds 71 to the (each on itrsquos own)
flying range
ldquo I have a dream helliprdquo
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Since service is not something guests can return or exchange their only option is
to complain
bull เพราะงานบรการมใชสงของทแขกจะสามารถคน
หรอเปลยนใหมใด) ดงนนวธเดยวทแขกของเราจะท3าใด)
คอ ค3าบน และ ร)องท$กข
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Additional Pointsขอแนะนา
bull Guests want a total quality experience not isolated pockets of excellence Work together as a team to resolve guest problems and deliver the best service possible
What are guest expectations (6) and how do we satisfy them
Slide 90
Slide 91
รปลกษณทดเปนมออาชพ Professional Appearance
Professional Appearance
Slide 94
ความเปนมตร Friendliness
Friendliness
Slide 97
อธยาศย Courtesy
Courtesy อธยาศย
Slide 100
ความเหนใจ Empathy
Empathy
Slide 103
ความรบผดชอบ Responsiveness
Responsiveness ความรบผดชอบ
Slide 106
ความยดหยน Flexibility
Flexibility ความ ยดหยด
Slide 109
Slide 110
Is the Tourism Industry right for you
Slide 112
Slide 113
Qualities Well Organized Good Strategic Planning Skills
Accommodations sector
Slide 116
Qualities Good with figures stats numbers Punctual Ethical
Slide 118
Slide 119
Qualities Good Problem Solving skills Likes completing projects
Property Management
Slide 122
Qualities SEXY NAUGHTY Bitchy
Slide 124
The Spirit of Hospitality Part 2 Delivering Quality Service
Delivering Quality Guest Service การมอบงานบรการทเปยมคณภา
Slide 127
การอานแขกใหออกแปลวาอะไร What does it mean to lsquoReadrsquo a guest
Slide 129
A few more points ขอแนะนำ
Additional Points ขอเพมเตม
Fill guests request immediately or when they want something d
Determining Guest Needs
Slide 134
Slide 135
Slide 136
Slide 137
Slide 138
Slide 139
Sometimes when there is a problem seeking and offering possibl
4 ขนตอนในการแกไขปญหาการองเรยนของลกคา Four steps to effe (2)
Slide 142
Activity Itrsquos all about Teamwork and Empathy
Slide 144
Connect all 9 Dots using only 4 straight lines without lifting
Connect all 9 Dots using only 4 straight lines without lifting (2)
Slide 147
Slide 148
การพฒนาคณภาพการบรการ Improving Service Quality
Since service is not something guests can return or exchange t
การพฒนาคณภาพการบรการ Improving Service Quality (2)
Additional Points ขอแนะนำ
Yes We Can
Slide 154
Honolulu Hawaii
Slide 156
Slide 157
Slide 158
What are other training ideas for your departmental team member
Work in groups
Cross Departmental Training (Weekly)
Yes We Can (2)
Slide 163
Slide 164
Slide 165
Slide 166
Slide 167
Slide 168
Activity 2 Checklist
a) Stand straight but not stiff
b) Balance your weight evenly on both feet
c) Your facial expression must match your message
13 Ask questions to confirm understanding
Questioning is very important
Confusion can also occur when it isnrsquot clear what you are asking
whether you are asking for more information or just checking that yoursquove understood what was
said
Ways to ask questions to confirm understanding include lsquoopen endedrsquo questions such as
ldquoSo I print out the address labels first then what do I dordquo
ldquoShould I send the brochures to all the travel agents listed
hererdquo
ldquoSo you want me to store the fruit in the
fridge Is that rightrdquo
I am sorry I do not understanding Can you tell me again
I am sorry Can you explain exactly what you want me to do
Just to be sure you want me tohellip
Exceed Guest ExpectationsbullThe ldquoHometownrdquo newspaperbullFresh Seafood Fruit etcbull5 star service
Sometimes when there is a problem seeking and offering possible solutions to it is very important
Most likely it is the same way as making suggesting
Making suggestion means giving your opinion about what should be done so you often use the same expressions that you use for expressing opinion
4 ขนตอนในการแก)ไขป+ญหาการ)องเรยนของลกค)าFour steps to effectively handle guest complaints
bullรบฟ+งป+ญหา (Listen to the problem)
bullกลาวขอโทษ (Apologize) ความเหนใจEmpathy
bullแก)ไขป+ญหา (Fix the problem)
bullตดตามผล (Follow up)
Role Play Activity
Handling Complaints
Thank youIrsquom sorryhellipI apologize
I empathizehellip
Perhaps we couldhelliporhellip
Is everything to your satisfaction
What are the top 5 complaints from your customers
What are the top 5 complaints from your boss
Activity Itrsquos all about Teamwork and Empathy
Which departmentco-worker should be contacted whenhellip
1 A guest complains that although he used the ldquoDo Not Disturbrsquo sign a room attendant knocked on the door and woke him up
2 A guest complain that cable is out on the TV and hersquos missing the World Cup match
3 The guest complains that their room smells like smoke4 A meeting planner complains the Air Conditioning in the
meeting room is broken
How would you show Empathy Who follows up
Connect all 9 Dots using only 4 straight lines without lifting the ldquopencilrdquo
Connect all 9 Dots using only 4 straight lines without lifting the ldquopencilrdquo
The key comes in realizing that you donrsquot have to stay ldquoinside the boxrdquo
12
3
4
T
E
A
M
ogether
ach
chieves
ore
ldquo I have a dream helliprdquo
Nobody is perfect but a team can
be
Uplift By flying ldquo V rdquo formation the
flock adds 71 to the (each on itrsquos own)
flying range
ldquo I have a dream helliprdquo
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Since service is not something guests can return or exchange their only option is
to complain
bull เพราะงานบรการมใชสงของทแขกจะสามารถคน
หรอเปลยนใหมใด) ดงนนวธเดยวทแขกของเราจะท3าใด)
คอ ค3าบน และ ร)องท$กข
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Additional Pointsขอแนะนา
bull Guests want a total quality experience not isolated pockets of excellence Work together as a team to resolve guest problems and deliver the best service possible
What are guest expectations (6) and how do we satisfy them
Slide 90
Slide 91
รปลกษณทดเปนมออาชพ Professional Appearance
Professional Appearance
Slide 94
ความเปนมตร Friendliness
Friendliness
Slide 97
อธยาศย Courtesy
Courtesy อธยาศย
Slide 100
ความเหนใจ Empathy
Empathy
Slide 103
ความรบผดชอบ Responsiveness
Responsiveness ความรบผดชอบ
Slide 106
ความยดหยน Flexibility
Flexibility ความ ยดหยด
Slide 109
Slide 110
Is the Tourism Industry right for you
Slide 112
Slide 113
Qualities Well Organized Good Strategic Planning Skills
Accommodations sector
Slide 116
Qualities Good with figures stats numbers Punctual Ethical
Slide 118
Slide 119
Qualities Good Problem Solving skills Likes completing projects
Property Management
Slide 122
Qualities SEXY NAUGHTY Bitchy
Slide 124
The Spirit of Hospitality Part 2 Delivering Quality Service
Delivering Quality Guest Service การมอบงานบรการทเปยมคณภา
Slide 127
การอานแขกใหออกแปลวาอะไร What does it mean to lsquoReadrsquo a guest
Slide 129
A few more points ขอแนะนำ
Additional Points ขอเพมเตม
Fill guests request immediately or when they want something d
Determining Guest Needs
Slide 134
Slide 135
Slide 136
Slide 137
Slide 138
Slide 139
Sometimes when there is a problem seeking and offering possibl
4 ขนตอนในการแกไขปญหาการองเรยนของลกคา Four steps to effe (2)
Slide 142
Activity Itrsquos all about Teamwork and Empathy
Slide 144
Connect all 9 Dots using only 4 straight lines without lifting
Connect all 9 Dots using only 4 straight lines without lifting (2)
Slide 147
Slide 148
การพฒนาคณภาพการบรการ Improving Service Quality
Since service is not something guests can return or exchange t
การพฒนาคณภาพการบรการ Improving Service Quality (2)
Additional Points ขอแนะนำ
Yes We Can
Slide 154
Honolulu Hawaii
Slide 156
Slide 157
Slide 158
What are other training ideas for your departmental team member
Work in groups
Cross Departmental Training (Weekly)
Yes We Can (2)
Slide 163
Slide 164
Slide 165
Slide 166
Slide 167
Slide 168
13 Ask questions to confirm understanding
Questioning is very important
Confusion can also occur when it isnrsquot clear what you are asking
whether you are asking for more information or just checking that yoursquove understood what was
said
Ways to ask questions to confirm understanding include lsquoopen endedrsquo questions such as
ldquoSo I print out the address labels first then what do I dordquo
ldquoShould I send the brochures to all the travel agents listed
hererdquo
ldquoSo you want me to store the fruit in the
fridge Is that rightrdquo
I am sorry I do not understanding Can you tell me again
I am sorry Can you explain exactly what you want me to do
Just to be sure you want me tohellip
Exceed Guest ExpectationsbullThe ldquoHometownrdquo newspaperbullFresh Seafood Fruit etcbull5 star service
Sometimes when there is a problem seeking and offering possible solutions to it is very important
Most likely it is the same way as making suggesting
Making suggestion means giving your opinion about what should be done so you often use the same expressions that you use for expressing opinion
4 ขนตอนในการแก)ไขป+ญหาการ)องเรยนของลกค)าFour steps to effectively handle guest complaints
bullรบฟ+งป+ญหา (Listen to the problem)
bullกลาวขอโทษ (Apologize) ความเหนใจEmpathy
bullแก)ไขป+ญหา (Fix the problem)
bullตดตามผล (Follow up)
Role Play Activity
Handling Complaints
Thank youIrsquom sorryhellipI apologize
I empathizehellip
Perhaps we couldhelliporhellip
Is everything to your satisfaction
What are the top 5 complaints from your customers
What are the top 5 complaints from your boss
Activity Itrsquos all about Teamwork and Empathy
Which departmentco-worker should be contacted whenhellip
1 A guest complains that although he used the ldquoDo Not Disturbrsquo sign a room attendant knocked on the door and woke him up
2 A guest complain that cable is out on the TV and hersquos missing the World Cup match
3 The guest complains that their room smells like smoke4 A meeting planner complains the Air Conditioning in the
meeting room is broken
How would you show Empathy Who follows up
Connect all 9 Dots using only 4 straight lines without lifting the ldquopencilrdquo
Connect all 9 Dots using only 4 straight lines without lifting the ldquopencilrdquo
The key comes in realizing that you donrsquot have to stay ldquoinside the boxrdquo
12
3
4
T
E
A
M
ogether
ach
chieves
ore
ldquo I have a dream helliprdquo
Nobody is perfect but a team can
be
Uplift By flying ldquo V rdquo formation the
flock adds 71 to the (each on itrsquos own)
flying range
ldquo I have a dream helliprdquo
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Since service is not something guests can return or exchange their only option is
to complain
bull เพราะงานบรการมใชสงของทแขกจะสามารถคน
หรอเปลยนใหมใด) ดงนนวธเดยวทแขกของเราจะท3าใด)
คอ ค3าบน และ ร)องท$กข
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Additional Pointsขอแนะนา
bull Guests want a total quality experience not isolated pockets of excellence Work together as a team to resolve guest problems and deliver the best service possible
What are guest expectations (6) and how do we satisfy them
Slide 90
Slide 91
รปลกษณทดเปนมออาชพ Professional Appearance
Professional Appearance
Slide 94
ความเปนมตร Friendliness
Friendliness
Slide 97
อธยาศย Courtesy
Courtesy อธยาศย
Slide 100
ความเหนใจ Empathy
Empathy
Slide 103
ความรบผดชอบ Responsiveness
Responsiveness ความรบผดชอบ
Slide 106
ความยดหยน Flexibility
Flexibility ความ ยดหยด
Slide 109
Slide 110
Is the Tourism Industry right for you
Slide 112
Slide 113
Qualities Well Organized Good Strategic Planning Skills
Accommodations sector
Slide 116
Qualities Good with figures stats numbers Punctual Ethical
Slide 118
Slide 119
Qualities Good Problem Solving skills Likes completing projects
Property Management
Slide 122
Qualities SEXY NAUGHTY Bitchy
Slide 124
The Spirit of Hospitality Part 2 Delivering Quality Service
Delivering Quality Guest Service การมอบงานบรการทเปยมคณภา
Slide 127
การอานแขกใหออกแปลวาอะไร What does it mean to lsquoReadrsquo a guest
Slide 129
A few more points ขอแนะนำ
Additional Points ขอเพมเตม
Fill guests request immediately or when they want something d
Determining Guest Needs
Slide 134
Slide 135
Slide 136
Slide 137
Slide 138
Slide 139
Sometimes when there is a problem seeking and offering possibl
4 ขนตอนในการแกไขปญหาการองเรยนของลกคา Four steps to effe (2)
Slide 142
Activity Itrsquos all about Teamwork and Empathy
Slide 144
Connect all 9 Dots using only 4 straight lines without lifting
Connect all 9 Dots using only 4 straight lines without lifting (2)
Slide 147
Slide 148
การพฒนาคณภาพการบรการ Improving Service Quality
Since service is not something guests can return or exchange t
การพฒนาคณภาพการบรการ Improving Service Quality (2)
Additional Points ขอแนะนำ
Yes We Can
Slide 154
Honolulu Hawaii
Slide 156
Slide 157
Slide 158
What are other training ideas for your departmental team member
Work in groups
Cross Departmental Training (Weekly)
Yes We Can (2)
Slide 163
Slide 164
Slide 165
Slide 166
Slide 167
Slide 168
Ways to ask questions to confirm understanding include lsquoopen endedrsquo questions such as
ldquoSo I print out the address labels first then what do I dordquo
ldquoShould I send the brochures to all the travel agents listed
hererdquo
ldquoSo you want me to store the fruit in the
fridge Is that rightrdquo
I am sorry I do not understanding Can you tell me again
I am sorry Can you explain exactly what you want me to do
Just to be sure you want me tohellip
Exceed Guest ExpectationsbullThe ldquoHometownrdquo newspaperbullFresh Seafood Fruit etcbull5 star service
Sometimes when there is a problem seeking and offering possible solutions to it is very important
Most likely it is the same way as making suggesting
Making suggestion means giving your opinion about what should be done so you often use the same expressions that you use for expressing opinion
4 ขนตอนในการแก)ไขป+ญหาการ)องเรยนของลกค)าFour steps to effectively handle guest complaints
bullรบฟ+งป+ญหา (Listen to the problem)
bullกลาวขอโทษ (Apologize) ความเหนใจEmpathy
bullแก)ไขป+ญหา (Fix the problem)
bullตดตามผล (Follow up)
Role Play Activity
Handling Complaints
Thank youIrsquom sorryhellipI apologize
I empathizehellip
Perhaps we couldhelliporhellip
Is everything to your satisfaction
What are the top 5 complaints from your customers
What are the top 5 complaints from your boss
Activity Itrsquos all about Teamwork and Empathy
Which departmentco-worker should be contacted whenhellip
1 A guest complains that although he used the ldquoDo Not Disturbrsquo sign a room attendant knocked on the door and woke him up
2 A guest complain that cable is out on the TV and hersquos missing the World Cup match
3 The guest complains that their room smells like smoke4 A meeting planner complains the Air Conditioning in the
meeting room is broken
How would you show Empathy Who follows up
Connect all 9 Dots using only 4 straight lines without lifting the ldquopencilrdquo
Connect all 9 Dots using only 4 straight lines without lifting the ldquopencilrdquo
The key comes in realizing that you donrsquot have to stay ldquoinside the boxrdquo
12
3
4
T
E
A
M
ogether
ach
chieves
ore
ldquo I have a dream helliprdquo
Nobody is perfect but a team can
be
Uplift By flying ldquo V rdquo formation the
flock adds 71 to the (each on itrsquos own)
flying range
ldquo I have a dream helliprdquo
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Since service is not something guests can return or exchange their only option is
to complain
bull เพราะงานบรการมใชสงของทแขกจะสามารถคน
หรอเปลยนใหมใด) ดงนนวธเดยวทแขกของเราจะท3าใด)
คอ ค3าบน และ ร)องท$กข
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Additional Pointsขอแนะนา
bull Guests want a total quality experience not isolated pockets of excellence Work together as a team to resolve guest problems and deliver the best service possible
What are guest expectations (6) and how do we satisfy them
Slide 90
Slide 91
รปลกษณทดเปนมออาชพ Professional Appearance
Professional Appearance
Slide 94
ความเปนมตร Friendliness
Friendliness
Slide 97
อธยาศย Courtesy
Courtesy อธยาศย
Slide 100
ความเหนใจ Empathy
Empathy
Slide 103
ความรบผดชอบ Responsiveness
Responsiveness ความรบผดชอบ
Slide 106
ความยดหยน Flexibility
Flexibility ความ ยดหยด
Slide 109
Slide 110
Is the Tourism Industry right for you
Slide 112
Slide 113
Qualities Well Organized Good Strategic Planning Skills
Accommodations sector
Slide 116
Qualities Good with figures stats numbers Punctual Ethical
Slide 118
Slide 119
Qualities Good Problem Solving skills Likes completing projects
Property Management
Slide 122
Qualities SEXY NAUGHTY Bitchy
Slide 124
The Spirit of Hospitality Part 2 Delivering Quality Service
Delivering Quality Guest Service การมอบงานบรการทเปยมคณภา
Slide 127
การอานแขกใหออกแปลวาอะไร What does it mean to lsquoReadrsquo a guest
Slide 129
A few more points ขอแนะนำ
Additional Points ขอเพมเตม
Fill guests request immediately or when they want something d
Determining Guest Needs
Slide 134
Slide 135
Slide 136
Slide 137
Slide 138
Slide 139
Sometimes when there is a problem seeking and offering possibl
4 ขนตอนในการแกไขปญหาการองเรยนของลกคา Four steps to effe (2)
Slide 142
Activity Itrsquos all about Teamwork and Empathy
Slide 144
Connect all 9 Dots using only 4 straight lines without lifting
Connect all 9 Dots using only 4 straight lines without lifting (2)
Slide 147
Slide 148
การพฒนาคณภาพการบรการ Improving Service Quality
Since service is not something guests can return or exchange t
การพฒนาคณภาพการบรการ Improving Service Quality (2)
Additional Points ขอแนะนำ
Yes We Can
Slide 154
Honolulu Hawaii
Slide 156
Slide 157
Slide 158
What are other training ideas for your departmental team member
Work in groups
Cross Departmental Training (Weekly)
Yes We Can (2)
Slide 163
Slide 164
Slide 165
Slide 166
Slide 167
Slide 168
Exceed Guest ExpectationsbullThe ldquoHometownrdquo newspaperbullFresh Seafood Fruit etcbull5 star service
Sometimes when there is a problem seeking and offering possible solutions to it is very important
Most likely it is the same way as making suggesting
Making suggestion means giving your opinion about what should be done so you often use the same expressions that you use for expressing opinion
4 ขนตอนในการแก)ไขป+ญหาการ)องเรยนของลกค)าFour steps to effectively handle guest complaints
bullรบฟ+งป+ญหา (Listen to the problem)
bullกลาวขอโทษ (Apologize) ความเหนใจEmpathy
bullแก)ไขป+ญหา (Fix the problem)
bullตดตามผล (Follow up)
Role Play Activity
Handling Complaints
Thank youIrsquom sorryhellipI apologize
I empathizehellip
Perhaps we couldhelliporhellip
Is everything to your satisfaction
What are the top 5 complaints from your customers
What are the top 5 complaints from your boss
Activity Itrsquos all about Teamwork and Empathy
Which departmentco-worker should be contacted whenhellip
1 A guest complains that although he used the ldquoDo Not Disturbrsquo sign a room attendant knocked on the door and woke him up
2 A guest complain that cable is out on the TV and hersquos missing the World Cup match
3 The guest complains that their room smells like smoke4 A meeting planner complains the Air Conditioning in the
meeting room is broken
How would you show Empathy Who follows up
Connect all 9 Dots using only 4 straight lines without lifting the ldquopencilrdquo
Connect all 9 Dots using only 4 straight lines without lifting the ldquopencilrdquo
The key comes in realizing that you donrsquot have to stay ldquoinside the boxrdquo
12
3
4
T
E
A
M
ogether
ach
chieves
ore
ldquo I have a dream helliprdquo
Nobody is perfect but a team can
be
Uplift By flying ldquo V rdquo formation the
flock adds 71 to the (each on itrsquos own)
flying range
ldquo I have a dream helliprdquo
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Since service is not something guests can return or exchange their only option is
to complain
bull เพราะงานบรการมใชสงของทแขกจะสามารถคน
หรอเปลยนใหมใด) ดงนนวธเดยวทแขกของเราจะท3าใด)
คอ ค3าบน และ ร)องท$กข
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Additional Pointsขอแนะนา
bull Guests want a total quality experience not isolated pockets of excellence Work together as a team to resolve guest problems and deliver the best service possible
What are guest expectations (6) and how do we satisfy them
Slide 90
Slide 91
รปลกษณทดเปนมออาชพ Professional Appearance
Professional Appearance
Slide 94
ความเปนมตร Friendliness
Friendliness
Slide 97
อธยาศย Courtesy
Courtesy อธยาศย
Slide 100
ความเหนใจ Empathy
Empathy
Slide 103
ความรบผดชอบ Responsiveness
Responsiveness ความรบผดชอบ
Slide 106
ความยดหยน Flexibility
Flexibility ความ ยดหยด
Slide 109
Slide 110
Is the Tourism Industry right for you
Slide 112
Slide 113
Qualities Well Organized Good Strategic Planning Skills
Accommodations sector
Slide 116
Qualities Good with figures stats numbers Punctual Ethical
Slide 118
Slide 119
Qualities Good Problem Solving skills Likes completing projects
Property Management
Slide 122
Qualities SEXY NAUGHTY Bitchy
Slide 124
The Spirit of Hospitality Part 2 Delivering Quality Service
Delivering Quality Guest Service การมอบงานบรการทเปยมคณภา
Slide 127
การอานแขกใหออกแปลวาอะไร What does it mean to lsquoReadrsquo a guest
Slide 129
A few more points ขอแนะนำ
Additional Points ขอเพมเตม
Fill guests request immediately or when they want something d
Determining Guest Needs
Slide 134
Slide 135
Slide 136
Slide 137
Slide 138
Slide 139
Sometimes when there is a problem seeking and offering possibl
4 ขนตอนในการแกไขปญหาการองเรยนของลกคา Four steps to effe (2)
Slide 142
Activity Itrsquos all about Teamwork and Empathy
Slide 144
Connect all 9 Dots using only 4 straight lines without lifting
Connect all 9 Dots using only 4 straight lines without lifting (2)
Slide 147
Slide 148
การพฒนาคณภาพการบรการ Improving Service Quality
Since service is not something guests can return or exchange t
การพฒนาคณภาพการบรการ Improving Service Quality (2)
Additional Points ขอแนะนำ
Yes We Can
Slide 154
Honolulu Hawaii
Slide 156
Slide 157
Slide 158
What are other training ideas for your departmental team member
Work in groups
Cross Departmental Training (Weekly)
Yes We Can (2)
Slide 163
Slide 164
Slide 165
Slide 166
Slide 167
Slide 168
Sometimes when there is a problem seeking and offering possible solutions to it is very important
Most likely it is the same way as making suggesting
Making suggestion means giving your opinion about what should be done so you often use the same expressions that you use for expressing opinion
4 ขนตอนในการแก)ไขป+ญหาการ)องเรยนของลกค)าFour steps to effectively handle guest complaints
bullรบฟ+งป+ญหา (Listen to the problem)
bullกลาวขอโทษ (Apologize) ความเหนใจEmpathy
bullแก)ไขป+ญหา (Fix the problem)
bullตดตามผล (Follow up)
Role Play Activity
Handling Complaints
Thank youIrsquom sorryhellipI apologize
I empathizehellip
Perhaps we couldhelliporhellip
Is everything to your satisfaction
What are the top 5 complaints from your customers
What are the top 5 complaints from your boss
Activity Itrsquos all about Teamwork and Empathy
Which departmentco-worker should be contacted whenhellip
1 A guest complains that although he used the ldquoDo Not Disturbrsquo sign a room attendant knocked on the door and woke him up
2 A guest complain that cable is out on the TV and hersquos missing the World Cup match
3 The guest complains that their room smells like smoke4 A meeting planner complains the Air Conditioning in the
meeting room is broken
How would you show Empathy Who follows up
Connect all 9 Dots using only 4 straight lines without lifting the ldquopencilrdquo
Connect all 9 Dots using only 4 straight lines without lifting the ldquopencilrdquo
The key comes in realizing that you donrsquot have to stay ldquoinside the boxrdquo
12
3
4
T
E
A
M
ogether
ach
chieves
ore
ldquo I have a dream helliprdquo
Nobody is perfect but a team can
be
Uplift By flying ldquo V rdquo formation the
flock adds 71 to the (each on itrsquos own)
flying range
ldquo I have a dream helliprdquo
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Since service is not something guests can return or exchange their only option is
to complain
bull เพราะงานบรการมใชสงของทแขกจะสามารถคน
หรอเปลยนใหมใด) ดงนนวธเดยวทแขกของเราจะท3าใด)
คอ ค3าบน และ ร)องท$กข
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Additional Pointsขอแนะนา
bull Guests want a total quality experience not isolated pockets of excellence Work together as a team to resolve guest problems and deliver the best service possible
What are guest expectations (6) and how do we satisfy them
Slide 90
Slide 91
รปลกษณทดเปนมออาชพ Professional Appearance
Professional Appearance
Slide 94
ความเปนมตร Friendliness
Friendliness
Slide 97
อธยาศย Courtesy
Courtesy อธยาศย
Slide 100
ความเหนใจ Empathy
Empathy
Slide 103
ความรบผดชอบ Responsiveness
Responsiveness ความรบผดชอบ
Slide 106
ความยดหยน Flexibility
Flexibility ความ ยดหยด
Slide 109
Slide 110
Is the Tourism Industry right for you
Slide 112
Slide 113
Qualities Well Organized Good Strategic Planning Skills
Accommodations sector
Slide 116
Qualities Good with figures stats numbers Punctual Ethical
Slide 118
Slide 119
Qualities Good Problem Solving skills Likes completing projects
Property Management
Slide 122
Qualities SEXY NAUGHTY Bitchy
Slide 124
The Spirit of Hospitality Part 2 Delivering Quality Service
Delivering Quality Guest Service การมอบงานบรการทเปยมคณภา
Slide 127
การอานแขกใหออกแปลวาอะไร What does it mean to lsquoReadrsquo a guest
Slide 129
A few more points ขอแนะนำ
Additional Points ขอเพมเตม
Fill guests request immediately or when they want something d
Determining Guest Needs
Slide 134
Slide 135
Slide 136
Slide 137
Slide 138
Slide 139
Sometimes when there is a problem seeking and offering possibl
4 ขนตอนในการแกไขปญหาการองเรยนของลกคา Four steps to effe (2)
Slide 142
Activity Itrsquos all about Teamwork and Empathy
Slide 144
Connect all 9 Dots using only 4 straight lines without lifting
Connect all 9 Dots using only 4 straight lines without lifting (2)
Slide 147
Slide 148
การพฒนาคณภาพการบรการ Improving Service Quality
Since service is not something guests can return or exchange t
การพฒนาคณภาพการบรการ Improving Service Quality (2)
Additional Points ขอแนะนำ
Yes We Can
Slide 154
Honolulu Hawaii
Slide 156
Slide 157
Slide 158
What are other training ideas for your departmental team member
Work in groups
Cross Departmental Training (Weekly)
Yes We Can (2)
Slide 163
Slide 164
Slide 165
Slide 166
Slide 167
Slide 168
4 ขนตอนในการแก)ไขป+ญหาการ)องเรยนของลกค)าFour steps to effectively handle guest complaints
bullรบฟ+งป+ญหา (Listen to the problem)
bullกลาวขอโทษ (Apologize) ความเหนใจEmpathy
bullแก)ไขป+ญหา (Fix the problem)
bullตดตามผล (Follow up)
Role Play Activity
Handling Complaints
Thank youIrsquom sorryhellipI apologize
I empathizehellip
Perhaps we couldhelliporhellip
Is everything to your satisfaction
What are the top 5 complaints from your customers
What are the top 5 complaints from your boss
Activity Itrsquos all about Teamwork and Empathy
Which departmentco-worker should be contacted whenhellip
1 A guest complains that although he used the ldquoDo Not Disturbrsquo sign a room attendant knocked on the door and woke him up
2 A guest complain that cable is out on the TV and hersquos missing the World Cup match
3 The guest complains that their room smells like smoke4 A meeting planner complains the Air Conditioning in the
meeting room is broken
How would you show Empathy Who follows up
Connect all 9 Dots using only 4 straight lines without lifting the ldquopencilrdquo
Connect all 9 Dots using only 4 straight lines without lifting the ldquopencilrdquo
The key comes in realizing that you donrsquot have to stay ldquoinside the boxrdquo
12
3
4
T
E
A
M
ogether
ach
chieves
ore
ldquo I have a dream helliprdquo
Nobody is perfect but a team can
be
Uplift By flying ldquo V rdquo formation the
flock adds 71 to the (each on itrsquos own)
flying range
ldquo I have a dream helliprdquo
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Since service is not something guests can return or exchange their only option is
to complain
bull เพราะงานบรการมใชสงของทแขกจะสามารถคน
หรอเปลยนใหมใด) ดงนนวธเดยวทแขกของเราจะท3าใด)
คอ ค3าบน และ ร)องท$กข
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Additional Pointsขอแนะนา
bull Guests want a total quality experience not isolated pockets of excellence Work together as a team to resolve guest problems and deliver the best service possible
What are guest expectations (6) and how do we satisfy them
Slide 90
Slide 91
รปลกษณทดเปนมออาชพ Professional Appearance
Professional Appearance
Slide 94
ความเปนมตร Friendliness
Friendliness
Slide 97
อธยาศย Courtesy
Courtesy อธยาศย
Slide 100
ความเหนใจ Empathy
Empathy
Slide 103
ความรบผดชอบ Responsiveness
Responsiveness ความรบผดชอบ
Slide 106
ความยดหยน Flexibility
Flexibility ความ ยดหยด
Slide 109
Slide 110
Is the Tourism Industry right for you
Slide 112
Slide 113
Qualities Well Organized Good Strategic Planning Skills
Accommodations sector
Slide 116
Qualities Good with figures stats numbers Punctual Ethical
Slide 118
Slide 119
Qualities Good Problem Solving skills Likes completing projects
Property Management
Slide 122
Qualities SEXY NAUGHTY Bitchy
Slide 124
The Spirit of Hospitality Part 2 Delivering Quality Service
Delivering Quality Guest Service การมอบงานบรการทเปยมคณภา
Slide 127
การอานแขกใหออกแปลวาอะไร What does it mean to lsquoReadrsquo a guest
Slide 129
A few more points ขอแนะนำ
Additional Points ขอเพมเตม
Fill guests request immediately or when they want something d
Determining Guest Needs
Slide 134
Slide 135
Slide 136
Slide 137
Slide 138
Slide 139
Sometimes when there is a problem seeking and offering possibl
4 ขนตอนในการแกไขปญหาการองเรยนของลกคา Four steps to effe (2)
Slide 142
Activity Itrsquos all about Teamwork and Empathy
Slide 144
Connect all 9 Dots using only 4 straight lines without lifting
Connect all 9 Dots using only 4 straight lines without lifting (2)
Slide 147
Slide 148
การพฒนาคณภาพการบรการ Improving Service Quality
Since service is not something guests can return or exchange t
การพฒนาคณภาพการบรการ Improving Service Quality (2)
Additional Points ขอแนะนำ
Yes We Can
Slide 154
Honolulu Hawaii
Slide 156
Slide 157
Slide 158
What are other training ideas for your departmental team member
Work in groups
Cross Departmental Training (Weekly)
Yes We Can (2)
Slide 163
Slide 164
Slide 165
Slide 166
Slide 167
Slide 168
Role Play Activity
Handling Complaints
Thank youIrsquom sorryhellipI apologize
I empathizehellip
Perhaps we couldhelliporhellip
Is everything to your satisfaction
What are the top 5 complaints from your customers
What are the top 5 complaints from your boss
Activity Itrsquos all about Teamwork and Empathy
Which departmentco-worker should be contacted whenhellip
1 A guest complains that although he used the ldquoDo Not Disturbrsquo sign a room attendant knocked on the door and woke him up
2 A guest complain that cable is out on the TV and hersquos missing the World Cup match
3 The guest complains that their room smells like smoke4 A meeting planner complains the Air Conditioning in the
meeting room is broken
How would you show Empathy Who follows up
Connect all 9 Dots using only 4 straight lines without lifting the ldquopencilrdquo
Connect all 9 Dots using only 4 straight lines without lifting the ldquopencilrdquo
The key comes in realizing that you donrsquot have to stay ldquoinside the boxrdquo
12
3
4
T
E
A
M
ogether
ach
chieves
ore
ldquo I have a dream helliprdquo
Nobody is perfect but a team can
be
Uplift By flying ldquo V rdquo formation the
flock adds 71 to the (each on itrsquos own)
flying range
ldquo I have a dream helliprdquo
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Since service is not something guests can return or exchange their only option is
to complain
bull เพราะงานบรการมใชสงของทแขกจะสามารถคน
หรอเปลยนใหมใด) ดงนนวธเดยวทแขกของเราจะท3าใด)
คอ ค3าบน และ ร)องท$กข
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Additional Pointsขอแนะนา
bull Guests want a total quality experience not isolated pockets of excellence Work together as a team to resolve guest problems and deliver the best service possible
What are guest expectations (6) and how do we satisfy them
Slide 90
Slide 91
รปลกษณทดเปนมออาชพ Professional Appearance
Professional Appearance
Slide 94
ความเปนมตร Friendliness
Friendliness
Slide 97
อธยาศย Courtesy
Courtesy อธยาศย
Slide 100
ความเหนใจ Empathy
Empathy
Slide 103
ความรบผดชอบ Responsiveness
Responsiveness ความรบผดชอบ
Slide 106
ความยดหยน Flexibility
Flexibility ความ ยดหยด
Slide 109
Slide 110
Is the Tourism Industry right for you
Slide 112
Slide 113
Qualities Well Organized Good Strategic Planning Skills
Accommodations sector
Slide 116
Qualities Good with figures stats numbers Punctual Ethical
Slide 118
Slide 119
Qualities Good Problem Solving skills Likes completing projects
Property Management
Slide 122
Qualities SEXY NAUGHTY Bitchy
Slide 124
The Spirit of Hospitality Part 2 Delivering Quality Service
Delivering Quality Guest Service การมอบงานบรการทเปยมคณภา
Slide 127
การอานแขกใหออกแปลวาอะไร What does it mean to lsquoReadrsquo a guest
Slide 129
A few more points ขอแนะนำ
Additional Points ขอเพมเตม
Fill guests request immediately or when they want something d
Determining Guest Needs
Slide 134
Slide 135
Slide 136
Slide 137
Slide 138
Slide 139
Sometimes when there is a problem seeking and offering possibl
4 ขนตอนในการแกไขปญหาการองเรยนของลกคา Four steps to effe (2)
Slide 142
Activity Itrsquos all about Teamwork and Empathy
Slide 144
Connect all 9 Dots using only 4 straight lines without lifting
Connect all 9 Dots using only 4 straight lines without lifting (2)
Slide 147
Slide 148
การพฒนาคณภาพการบรการ Improving Service Quality
Since service is not something guests can return or exchange t
การพฒนาคณภาพการบรการ Improving Service Quality (2)
Additional Points ขอแนะนำ
Yes We Can
Slide 154
Honolulu Hawaii
Slide 156
Slide 157
Slide 158
What are other training ideas for your departmental team member
Work in groups
Cross Departmental Training (Weekly)
Yes We Can (2)
Slide 163
Slide 164
Slide 165
Slide 166
Slide 167
Slide 168
Activity Itrsquos all about Teamwork and Empathy
Which departmentco-worker should be contacted whenhellip
1 A guest complains that although he used the ldquoDo Not Disturbrsquo sign a room attendant knocked on the door and woke him up
2 A guest complain that cable is out on the TV and hersquos missing the World Cup match
3 The guest complains that their room smells like smoke4 A meeting planner complains the Air Conditioning in the
meeting room is broken
How would you show Empathy Who follows up
Connect all 9 Dots using only 4 straight lines without lifting the ldquopencilrdquo
Connect all 9 Dots using only 4 straight lines without lifting the ldquopencilrdquo
The key comes in realizing that you donrsquot have to stay ldquoinside the boxrdquo
12
3
4
T
E
A
M
ogether
ach
chieves
ore
ldquo I have a dream helliprdquo
Nobody is perfect but a team can
be
Uplift By flying ldquo V rdquo formation the
flock adds 71 to the (each on itrsquos own)
flying range
ldquo I have a dream helliprdquo
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Since service is not something guests can return or exchange their only option is
to complain
bull เพราะงานบรการมใชสงของทแขกจะสามารถคน
หรอเปลยนใหมใด) ดงนนวธเดยวทแขกของเราจะท3าใด)
คอ ค3าบน และ ร)องท$กข
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Additional Pointsขอแนะนา
bull Guests want a total quality experience not isolated pockets of excellence Work together as a team to resolve guest problems and deliver the best service possible
What are guest expectations (6) and how do we satisfy them
Slide 90
Slide 91
รปลกษณทดเปนมออาชพ Professional Appearance
Professional Appearance
Slide 94
ความเปนมตร Friendliness
Friendliness
Slide 97
อธยาศย Courtesy
Courtesy อธยาศย
Slide 100
ความเหนใจ Empathy
Empathy
Slide 103
ความรบผดชอบ Responsiveness
Responsiveness ความรบผดชอบ
Slide 106
ความยดหยน Flexibility
Flexibility ความ ยดหยด
Slide 109
Slide 110
Is the Tourism Industry right for you
Slide 112
Slide 113
Qualities Well Organized Good Strategic Planning Skills
Accommodations sector
Slide 116
Qualities Good with figures stats numbers Punctual Ethical
Slide 118
Slide 119
Qualities Good Problem Solving skills Likes completing projects
Property Management
Slide 122
Qualities SEXY NAUGHTY Bitchy
Slide 124
The Spirit of Hospitality Part 2 Delivering Quality Service
Delivering Quality Guest Service การมอบงานบรการทเปยมคณภา
Slide 127
การอานแขกใหออกแปลวาอะไร What does it mean to lsquoReadrsquo a guest
Slide 129
A few more points ขอแนะนำ
Additional Points ขอเพมเตม
Fill guests request immediately or when they want something d
Determining Guest Needs
Slide 134
Slide 135
Slide 136
Slide 137
Slide 138
Slide 139
Sometimes when there is a problem seeking and offering possibl
4 ขนตอนในการแกไขปญหาการองเรยนของลกคา Four steps to effe (2)
Slide 142
Activity Itrsquos all about Teamwork and Empathy
Slide 144
Connect all 9 Dots using only 4 straight lines without lifting
Connect all 9 Dots using only 4 straight lines without lifting (2)
Slide 147
Slide 148
การพฒนาคณภาพการบรการ Improving Service Quality
Since service is not something guests can return or exchange t
การพฒนาคณภาพการบรการ Improving Service Quality (2)
Additional Points ขอแนะนำ
Yes We Can
Slide 154
Honolulu Hawaii
Slide 156
Slide 157
Slide 158
What are other training ideas for your departmental team member
Work in groups
Cross Departmental Training (Weekly)
Yes We Can (2)
Slide 163
Slide 164
Slide 165
Slide 166
Slide 167
Slide 168
Connect all 9 Dots using only 4 straight lines without lifting the ldquopencilrdquo
Connect all 9 Dots using only 4 straight lines without lifting the ldquopencilrdquo
The key comes in realizing that you donrsquot have to stay ldquoinside the boxrdquo
12
3
4
T
E
A
M
ogether
ach
chieves
ore
ldquo I have a dream helliprdquo
Nobody is perfect but a team can
be
Uplift By flying ldquo V rdquo formation the
flock adds 71 to the (each on itrsquos own)
flying range
ldquo I have a dream helliprdquo
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Since service is not something guests can return or exchange their only option is
to complain
bull เพราะงานบรการมใชสงของทแขกจะสามารถคน
หรอเปลยนใหมใด) ดงนนวธเดยวทแขกของเราจะท3าใด)
คอ ค3าบน และ ร)องท$กข
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Additional Pointsขอแนะนา
bull Guests want a total quality experience not isolated pockets of excellence Work together as a team to resolve guest problems and deliver the best service possible
What are guest expectations (6) and how do we satisfy them
Slide 90
Slide 91
รปลกษณทดเปนมออาชพ Professional Appearance
Professional Appearance
Slide 94
ความเปนมตร Friendliness
Friendliness
Slide 97
อธยาศย Courtesy
Courtesy อธยาศย
Slide 100
ความเหนใจ Empathy
Empathy
Slide 103
ความรบผดชอบ Responsiveness
Responsiveness ความรบผดชอบ
Slide 106
ความยดหยน Flexibility
Flexibility ความ ยดหยด
Slide 109
Slide 110
Is the Tourism Industry right for you
Slide 112
Slide 113
Qualities Well Organized Good Strategic Planning Skills
Accommodations sector
Slide 116
Qualities Good with figures stats numbers Punctual Ethical
Slide 118
Slide 119
Qualities Good Problem Solving skills Likes completing projects
Property Management
Slide 122
Qualities SEXY NAUGHTY Bitchy
Slide 124
The Spirit of Hospitality Part 2 Delivering Quality Service
Delivering Quality Guest Service การมอบงานบรการทเปยมคณภา
Slide 127
การอานแขกใหออกแปลวาอะไร What does it mean to lsquoReadrsquo a guest
Slide 129
A few more points ขอแนะนำ
Additional Points ขอเพมเตม
Fill guests request immediately or when they want something d
Determining Guest Needs
Slide 134
Slide 135
Slide 136
Slide 137
Slide 138
Slide 139
Sometimes when there is a problem seeking and offering possibl
4 ขนตอนในการแกไขปญหาการองเรยนของลกคา Four steps to effe (2)
Slide 142
Activity Itrsquos all about Teamwork and Empathy
Slide 144
Connect all 9 Dots using only 4 straight lines without lifting
Connect all 9 Dots using only 4 straight lines without lifting (2)
Slide 147
Slide 148
การพฒนาคณภาพการบรการ Improving Service Quality
Since service is not something guests can return or exchange t
การพฒนาคณภาพการบรการ Improving Service Quality (2)
Additional Points ขอแนะนำ
Yes We Can
Slide 154
Honolulu Hawaii
Slide 156
Slide 157
Slide 158
What are other training ideas for your departmental team member
Work in groups
Cross Departmental Training (Weekly)
Yes We Can (2)
Slide 163
Slide 164
Slide 165
Slide 166
Slide 167
Slide 168
Connect all 9 Dots using only 4 straight lines without lifting the ldquopencilrdquo
The key comes in realizing that you donrsquot have to stay ldquoinside the boxrdquo
12
3
4
T
E
A
M
ogether
ach
chieves
ore
ldquo I have a dream helliprdquo
Nobody is perfect but a team can
be
Uplift By flying ldquo V rdquo formation the
flock adds 71 to the (each on itrsquos own)
flying range
ldquo I have a dream helliprdquo
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Since service is not something guests can return or exchange their only option is
to complain
bull เพราะงานบรการมใชสงของทแขกจะสามารถคน
หรอเปลยนใหมใด) ดงนนวธเดยวทแขกของเราจะท3าใด)
คอ ค3าบน และ ร)องท$กข
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Additional Pointsขอแนะนา
bull Guests want a total quality experience not isolated pockets of excellence Work together as a team to resolve guest problems and deliver the best service possible
What are guest expectations (6) and how do we satisfy them
Slide 90
Slide 91
รปลกษณทดเปนมออาชพ Professional Appearance
Professional Appearance
Slide 94
ความเปนมตร Friendliness
Friendliness
Slide 97
อธยาศย Courtesy
Courtesy อธยาศย
Slide 100
ความเหนใจ Empathy
Empathy
Slide 103
ความรบผดชอบ Responsiveness
Responsiveness ความรบผดชอบ
Slide 106
ความยดหยน Flexibility
Flexibility ความ ยดหยด
Slide 109
Slide 110
Is the Tourism Industry right for you
Slide 112
Slide 113
Qualities Well Organized Good Strategic Planning Skills
Accommodations sector
Slide 116
Qualities Good with figures stats numbers Punctual Ethical
Slide 118
Slide 119
Qualities Good Problem Solving skills Likes completing projects
Property Management
Slide 122
Qualities SEXY NAUGHTY Bitchy
Slide 124
The Spirit of Hospitality Part 2 Delivering Quality Service
Delivering Quality Guest Service การมอบงานบรการทเปยมคณภา
Slide 127
การอานแขกใหออกแปลวาอะไร What does it mean to lsquoReadrsquo a guest
Slide 129
A few more points ขอแนะนำ
Additional Points ขอเพมเตม
Fill guests request immediately or when they want something d
Determining Guest Needs
Slide 134
Slide 135
Slide 136
Slide 137
Slide 138
Slide 139
Sometimes when there is a problem seeking and offering possibl
4 ขนตอนในการแกไขปญหาการองเรยนของลกคา Four steps to effe (2)
Slide 142
Activity Itrsquos all about Teamwork and Empathy
Slide 144
Connect all 9 Dots using only 4 straight lines without lifting
Connect all 9 Dots using only 4 straight lines without lifting (2)
Slide 147
Slide 148
การพฒนาคณภาพการบรการ Improving Service Quality
Since service is not something guests can return or exchange t
การพฒนาคณภาพการบรการ Improving Service Quality (2)
Additional Points ขอแนะนำ
Yes We Can
Slide 154
Honolulu Hawaii
Slide 156
Slide 157
Slide 158
What are other training ideas for your departmental team member
Work in groups
Cross Departmental Training (Weekly)
Yes We Can (2)
Slide 163
Slide 164
Slide 165
Slide 166
Slide 167
Slide 168
T
E
A
M
ogether
ach
chieves
ore
ldquo I have a dream helliprdquo
Nobody is perfect but a team can
be
Uplift By flying ldquo V rdquo formation the
flock adds 71 to the (each on itrsquos own)
flying range
ldquo I have a dream helliprdquo
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Since service is not something guests can return or exchange their only option is
to complain
bull เพราะงานบรการมใชสงของทแขกจะสามารถคน
หรอเปลยนใหมใด) ดงนนวธเดยวทแขกของเราจะท3าใด)
คอ ค3าบน และ ร)องท$กข
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Additional Pointsขอแนะนา
bull Guests want a total quality experience not isolated pockets of excellence Work together as a team to resolve guest problems and deliver the best service possible
What are guest expectations (6) and how do we satisfy them
Slide 90
Slide 91
รปลกษณทดเปนมออาชพ Professional Appearance
Professional Appearance
Slide 94
ความเปนมตร Friendliness
Friendliness
Slide 97
อธยาศย Courtesy
Courtesy อธยาศย
Slide 100
ความเหนใจ Empathy
Empathy
Slide 103
ความรบผดชอบ Responsiveness
Responsiveness ความรบผดชอบ
Slide 106
ความยดหยน Flexibility
Flexibility ความ ยดหยด
Slide 109
Slide 110
Is the Tourism Industry right for you
Slide 112
Slide 113
Qualities Well Organized Good Strategic Planning Skills
Accommodations sector
Slide 116
Qualities Good with figures stats numbers Punctual Ethical
Slide 118
Slide 119
Qualities Good Problem Solving skills Likes completing projects
Property Management
Slide 122
Qualities SEXY NAUGHTY Bitchy
Slide 124
The Spirit of Hospitality Part 2 Delivering Quality Service
Delivering Quality Guest Service การมอบงานบรการทเปยมคณภา
Slide 127
การอานแขกใหออกแปลวาอะไร What does it mean to lsquoReadrsquo a guest
Slide 129
A few more points ขอแนะนำ
Additional Points ขอเพมเตม
Fill guests request immediately or when they want something d
Determining Guest Needs
Slide 134
Slide 135
Slide 136
Slide 137
Slide 138
Slide 139
Sometimes when there is a problem seeking and offering possibl
4 ขนตอนในการแกไขปญหาการองเรยนของลกคา Four steps to effe (2)
Slide 142
Activity Itrsquos all about Teamwork and Empathy
Slide 144
Connect all 9 Dots using only 4 straight lines without lifting
Connect all 9 Dots using only 4 straight lines without lifting (2)
Slide 147
Slide 148
การพฒนาคณภาพการบรการ Improving Service Quality
Since service is not something guests can return or exchange t
การพฒนาคณภาพการบรการ Improving Service Quality (2)
Additional Points ขอแนะนำ
Yes We Can
Slide 154
Honolulu Hawaii
Slide 156
Slide 157
Slide 158
What are other training ideas for your departmental team member
Work in groups
Cross Departmental Training (Weekly)
Yes We Can (2)
Slide 163
Slide 164
Slide 165
Slide 166
Slide 167
Slide 168
Uplift By flying ldquo V rdquo formation the
flock adds 71 to the (each on itrsquos own)
flying range
ldquo I have a dream helliprdquo
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Since service is not something guests can return or exchange their only option is
to complain
bull เพราะงานบรการมใชสงของทแขกจะสามารถคน
หรอเปลยนใหมใด) ดงนนวธเดยวทแขกของเราจะท3าใด)
คอ ค3าบน และ ร)องท$กข
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Additional Pointsขอแนะนา
bull Guests want a total quality experience not isolated pockets of excellence Work together as a team to resolve guest problems and deliver the best service possible
What are guest expectations (6) and how do we satisfy them
Slide 90
Slide 91
รปลกษณทดเปนมออาชพ Professional Appearance
Professional Appearance
Slide 94
ความเปนมตร Friendliness
Friendliness
Slide 97
อธยาศย Courtesy
Courtesy อธยาศย
Slide 100
ความเหนใจ Empathy
Empathy
Slide 103
ความรบผดชอบ Responsiveness
Responsiveness ความรบผดชอบ
Slide 106
ความยดหยน Flexibility
Flexibility ความ ยดหยด
Slide 109
Slide 110
Is the Tourism Industry right for you
Slide 112
Slide 113
Qualities Well Organized Good Strategic Planning Skills
Accommodations sector
Slide 116
Qualities Good with figures stats numbers Punctual Ethical
Slide 118
Slide 119
Qualities Good Problem Solving skills Likes completing projects
Property Management
Slide 122
Qualities SEXY NAUGHTY Bitchy
Slide 124
The Spirit of Hospitality Part 2 Delivering Quality Service
Delivering Quality Guest Service การมอบงานบรการทเปยมคณภา
Slide 127
การอานแขกใหออกแปลวาอะไร What does it mean to lsquoReadrsquo a guest
Slide 129
A few more points ขอแนะนำ
Additional Points ขอเพมเตม
Fill guests request immediately or when they want something d
Determining Guest Needs
Slide 134
Slide 135
Slide 136
Slide 137
Slide 138
Slide 139
Sometimes when there is a problem seeking and offering possibl
4 ขนตอนในการแกไขปญหาการองเรยนของลกคา Four steps to effe (2)
Slide 142
Activity Itrsquos all about Teamwork and Empathy
Slide 144
Connect all 9 Dots using only 4 straight lines without lifting
Connect all 9 Dots using only 4 straight lines without lifting (2)
Slide 147
Slide 148
การพฒนาคณภาพการบรการ Improving Service Quality
Since service is not something guests can return or exchange t
การพฒนาคณภาพการบรการ Improving Service Quality (2)
Additional Points ขอแนะนำ
Yes We Can
Slide 154
Honolulu Hawaii
Slide 156
Slide 157
Slide 158
What are other training ideas for your departmental team member
Work in groups
Cross Departmental Training (Weekly)
Yes We Can (2)
Slide 163
Slide 164
Slide 165
Slide 166
Slide 167
Slide 168
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Since service is not something guests can return or exchange their only option is
to complain
bull เพราะงานบรการมใชสงของทแขกจะสามารถคน
หรอเปลยนใหมใด) ดงนนวธเดยวทแขกของเราจะท3าใด)
คอ ค3าบน และ ร)องท$กข
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Additional Pointsขอแนะนา
bull Guests want a total quality experience not isolated pockets of excellence Work together as a team to resolve guest problems and deliver the best service possible
What are guest expectations (6) and how do we satisfy them
Slide 90
Slide 91
รปลกษณทดเปนมออาชพ Professional Appearance
Professional Appearance
Slide 94
ความเปนมตร Friendliness
Friendliness
Slide 97
อธยาศย Courtesy
Courtesy อธยาศย
Slide 100
ความเหนใจ Empathy
Empathy
Slide 103
ความรบผดชอบ Responsiveness
Responsiveness ความรบผดชอบ
Slide 106
ความยดหยน Flexibility
Flexibility ความ ยดหยด
Slide 109
Slide 110
Is the Tourism Industry right for you
Slide 112
Slide 113
Qualities Well Organized Good Strategic Planning Skills
Accommodations sector
Slide 116
Qualities Good with figures stats numbers Punctual Ethical
Slide 118
Slide 119
Qualities Good Problem Solving skills Likes completing projects
Property Management
Slide 122
Qualities SEXY NAUGHTY Bitchy
Slide 124
The Spirit of Hospitality Part 2 Delivering Quality Service
Delivering Quality Guest Service การมอบงานบรการทเปยมคณภา
Slide 127
การอานแขกใหออกแปลวาอะไร What does it mean to lsquoReadrsquo a guest
Slide 129
A few more points ขอแนะนำ
Additional Points ขอเพมเตม
Fill guests request immediately or when they want something d
Determining Guest Needs
Slide 134
Slide 135
Slide 136
Slide 137
Slide 138
Slide 139
Sometimes when there is a problem seeking and offering possibl
4 ขนตอนในการแกไขปญหาการองเรยนของลกคา Four steps to effe (2)
Slide 142
Activity Itrsquos all about Teamwork and Empathy
Slide 144
Connect all 9 Dots using only 4 straight lines without lifting
Connect all 9 Dots using only 4 straight lines without lifting (2)
Slide 147
Slide 148
การพฒนาคณภาพการบรการ Improving Service Quality
Since service is not something guests can return or exchange t
การพฒนาคณภาพการบรการ Improving Service Quality (2)
Additional Points ขอแนะนำ
Yes We Can
Slide 154
Honolulu Hawaii
Slide 156
Slide 157
Slide 158
What are other training ideas for your departmental team member
Work in groups
Cross Departmental Training (Weekly)
Yes We Can (2)
Slide 163
Slide 164
Slide 165
Slide 166
Slide 167
Slide 168
Since service is not something guests can return or exchange their only option is
to complain
bull เพราะงานบรการมใชสงของทแขกจะสามารถคน
หรอเปลยนใหมใด) ดงนนวธเดยวทแขกของเราจะท3าใด)
คอ ค3าบน และ ร)องท$กข
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Additional Pointsขอแนะนา
bull Guests want a total quality experience not isolated pockets of excellence Work together as a team to resolve guest problems and deliver the best service possible
What are guest expectations (6) and how do we satisfy them
Slide 90
Slide 91
รปลกษณทดเปนมออาชพ Professional Appearance
Professional Appearance
Slide 94
ความเปนมตร Friendliness
Friendliness
Slide 97
อธยาศย Courtesy
Courtesy อธยาศย
Slide 100
ความเหนใจ Empathy
Empathy
Slide 103
ความรบผดชอบ Responsiveness
Responsiveness ความรบผดชอบ
Slide 106
ความยดหยน Flexibility
Flexibility ความ ยดหยด
Slide 109
Slide 110
Is the Tourism Industry right for you
Slide 112
Slide 113
Qualities Well Organized Good Strategic Planning Skills
Accommodations sector
Slide 116
Qualities Good with figures stats numbers Punctual Ethical
Slide 118
Slide 119
Qualities Good Problem Solving skills Likes completing projects
Property Management
Slide 122
Qualities SEXY NAUGHTY Bitchy
Slide 124
The Spirit of Hospitality Part 2 Delivering Quality Service
Delivering Quality Guest Service การมอบงานบรการทเปยมคณภา
Slide 127
การอานแขกใหออกแปลวาอะไร What does it mean to lsquoReadrsquo a guest
Slide 129
A few more points ขอแนะนำ
Additional Points ขอเพมเตม
Fill guests request immediately or when they want something d
Determining Guest Needs
Slide 134
Slide 135
Slide 136
Slide 137
Slide 138
Slide 139
Sometimes when there is a problem seeking and offering possibl
4 ขนตอนในการแกไขปญหาการองเรยนของลกคา Four steps to effe (2)
Slide 142
Activity Itrsquos all about Teamwork and Empathy
Slide 144
Connect all 9 Dots using only 4 straight lines without lifting
Connect all 9 Dots using only 4 straight lines without lifting (2)
Slide 147
Slide 148
การพฒนาคณภาพการบรการ Improving Service Quality
Since service is not something guests can return or exchange t
การพฒนาคณภาพการบรการ Improving Service Quality (2)
Additional Points ขอแนะนำ
Yes We Can
Slide 154
Honolulu Hawaii
Slide 156
Slide 157
Slide 158
What are other training ideas for your departmental team member
Work in groups
Cross Departmental Training (Weekly)
Yes We Can (2)
Slide 163
Slide 164
Slide 165
Slide 166
Slide 167
Slide 168
การพฒนาค$ณภาพการบรการImproving Service Quality
แบงป+นเสยงตอบรบทได)ให)กบพนกงาน Share feedback with the staff
หาโอกาสเพอพฒนาการบรการLook for opportunities to improve service
Additional Pointsขอแนะนา
bull Guests want a total quality experience not isolated pockets of excellence Work together as a team to resolve guest problems and deliver the best service possible
What are guest expectations (6) and how do we satisfy them
Slide 90
Slide 91
รปลกษณทดเปนมออาชพ Professional Appearance
Professional Appearance
Slide 94
ความเปนมตร Friendliness
Friendliness
Slide 97
อธยาศย Courtesy
Courtesy อธยาศย
Slide 100
ความเหนใจ Empathy
Empathy
Slide 103
ความรบผดชอบ Responsiveness
Responsiveness ความรบผดชอบ
Slide 106
ความยดหยน Flexibility
Flexibility ความ ยดหยด
Slide 109
Slide 110
Is the Tourism Industry right for you
Slide 112
Slide 113
Qualities Well Organized Good Strategic Planning Skills
Accommodations sector
Slide 116
Qualities Good with figures stats numbers Punctual Ethical
Slide 118
Slide 119
Qualities Good Problem Solving skills Likes completing projects
Property Management
Slide 122
Qualities SEXY NAUGHTY Bitchy
Slide 124
The Spirit of Hospitality Part 2 Delivering Quality Service
Delivering Quality Guest Service การมอบงานบรการทเปยมคณภา
Slide 127
การอานแขกใหออกแปลวาอะไร What does it mean to lsquoReadrsquo a guest
Slide 129
A few more points ขอแนะนำ
Additional Points ขอเพมเตม
Fill guests request immediately or when they want something d
Determining Guest Needs
Slide 134
Slide 135
Slide 136
Slide 137
Slide 138
Slide 139
Sometimes when there is a problem seeking and offering possibl
4 ขนตอนในการแกไขปญหาการองเรยนของลกคา Four steps to effe (2)
Slide 142
Activity Itrsquos all about Teamwork and Empathy
Slide 144
Connect all 9 Dots using only 4 straight lines without lifting
Connect all 9 Dots using only 4 straight lines without lifting (2)
Slide 147
Slide 148
การพฒนาคณภาพการบรการ Improving Service Quality
Since service is not something guests can return or exchange t
การพฒนาคณภาพการบรการ Improving Service Quality (2)
Additional Points ขอแนะนำ
Yes We Can
Slide 154
Honolulu Hawaii
Slide 156
Slide 157
Slide 158
What are other training ideas for your departmental team member
Work in groups
Cross Departmental Training (Weekly)
Yes We Can (2)
Slide 163
Slide 164
Slide 165
Slide 166
Slide 167
Slide 168
Additional Pointsขอแนะนา
bull Guests want a total quality experience not isolated pockets of excellence Work together as a team to resolve guest problems and deliver the best service possible
