MAKE IT A GREAT DAY!!

EVERY GUEST ENCOUNTER IS AN OPPORTUNITY TO DELIGHT – A

MOMENT OF MAGIC!!

The Mission…

“To provide genuine hospitality to every guest at every point”

What Is Genuine Hospitality?

DOING ORDINARY THINGS EXTRAORDINARILY WELL

GOING BEYOND WHAT’S EXPECTED ADDING VALUE BEING AT YOUR BEST…ALWAYS NEW WAYS TO DELIGHT TAKING CARE OF THE CUSTOMER

LIKE YOUR OWN FAMILY

WHAT IS OUR STRENGTH?

YOU!!

A GUEST WANTS TO FEEL…?

If you are a guest what would you want?

Every guest wants to feel…

WelcomedRecognizedImportantSpecial

How do we deliver our promise of 100% Guest Satisfaction?

We need to… Adopt a Positive Attitude.

Positive Behaviors Acknowledge the Guest Welcome the Guest Use the Guest’s name Check for Guest satisfaction Thank the Guest

Acknowledge the Guest

Use the 10/5 Rule If you are within 10 feet of a guest,

smile, nod or acknowledge them using positive body language.

If you are within 5 feet of a guest, greet the guest by saying; “Hello.”, “Good Morning”, “Good Evening” etc.

Welcome the Guest When in person:

Greet the guest using an appropriate greeting, a smile, positive body language and a positive tone of voice.

When on the phone: Use our hotel’s standard greeting with in-

coming calls and a department specific greeting with in-house calls.

Always use an upbeat, positive tone of voice!

Use the Guest’s Name

Use the guest’s surname in your conversations with them.

Where appropriate, offer your name to the guest.

Mr Smith Mrs JainMr Arvind

Check for Guest Satisfaction

At every opportunity, ask the guest how they are enjoying their stay.

If we don’t, we never know if the guest is 100% satisfied with our service.

Thank the Guest

Thank the guest for staying with us Be sincere and genuine Invite them to return

              

Caring doesn't cost money. You can't buy it. It's just there. You have to mean it; your customers need to hear it in your voice.

It can't be faked. Simple. Inexpensive.

Memorable

So…

SMILE GREET KEEP EYE CONTACT EXUDE CONFIDENCE DO NOT WAIT FOR GUEST

TO MAKE THE FIRST CONTACT

UNDERSTAND BODY LANGUAGE

REMEMBER…

First impressions are lasting impressions

You never get a second chance to make a first impression

AND…

Every guest should leave saying ……wow, it’s a great hotel and most importantly it has fantastic people