The Spirit of Hospitality

Parts 1-4

The Spirit of Hospitality

Aj Scott Michael Smith

Do you know?
1. The benefits of delivering quality service? 2. Six service expectations and how to meet them? 3. A five step process for delivering quality service to guests and co-workers? 4. A four step way to handle guest complaints? 5. Two things you can do consistently to improve service quality?

Topics for this seminar include;

1. Meet or Exceed Guest Expectations 2. Delivering Quality Guest Service 3. Handling Guest Complaints 4. Improving Service Quality

Meet or Exceed Guest Expectations

Expectation Reality = Guest Satisfaction 1. Anticipate 2. Meet or exceed guests expectations

Discussion questions
What do guests expect from the staff when they enter a business? Why is a good attitude important to guest service? How can you demonstrate the spirit of hospitality? How can you make guests a priority?

More discussion questions

Why does using a guests name make such a good impression with guests? How do guests benefit when you display a good attitude? How does the business benefit? How do you benefit? How does paying attention to guests help you serve them better? What is the difference between good service and excellent service (The spirit of hospitality)?

What are guest expectations (6) and how do we satisfy them?

Video

Professional Appearance
Maintain a neat, professional, well groomed appearance.
Wear a clean, proper uniform

Friendliness
Smile Greet guests and co-workers enthusiastically and promptly Maintain consistent eye contact

Courtesy

Give guests and co-workers full, uninterrupted attention Treat guests and co-workers respectfully Call guest and co-workers by name

Empathy

Imagine how guests and co-workers see the situation Demonstrate Sensitivity to guests and coworkers feelings

Responsiveness
Wherever possible, take responsibility and act to satisfy guest and coworkers expectations yourself, rather than refer to management Ask if the person is satisfied with the solution

Flexibility
Treat each guest and co-worker as an individual Offer creative solutions to guests and coworkers needs

Additional Points
Increasing competition makes service an important element for success Quality service means meeting and exceeding guest expectations and creating a memorable experience Travelers expect quality service and deserve respectful treatment

More points
Look at service from the guests point of view Attitude shapes behavior. Your attitude or spirit is the key to providing excellent service Display the Spirit of Hospitality which is an attitude or commitment to provide the best service possible to guests

A few more points

Place your guests needs ahead of your own. Fill requests promptly according to their schedule, not yours Reach beyond guest expectations and surprise guests with something extra Few guests complain that you are overdoing it if you provide them with what they really want

Discussion questions
What do guests expect from the staff when they enter a business? Why is a good attitude important to guest service? How can you demonstrate the spirit of hospitality? How can you make guests a priority?

More discussion questions

Why does using a guests name make such a good impression with guests? How do guests benefit when you display a good attitude? How does the business benefit? How do you benefit? How does paying attention to guests help you serve them better? What is the difference between good service and excellent service (The spirit of hospitality)?

Activity 1
Relate experiences in which you received excellent service. Describe what the person did that made the service excellent and how they made you feel?

Activity 2

Reach Out to the Guest

How would you display the Spirit of Hospitality and, not only meet, but exceed guest expectations?

Guest 1 A guest must check-out of her room, but must deal with her luggage before attending an on-site meeting

Guest 2 A guest is in town for important meetings. At breakfast he spills orange juice on his suit. He asks the restaurant server for a damp rag so he can try to clean the stain Guest 3 It is 8 oclock in the evening. A guest enters the lobby and asks for a specific restaurant (located four blocks away)

The Spirit of Hospitality

Part 2

Discussion Questions
What are some ways to ask what a guest really wants? What does it mean to read a guest? Why is providing quality service so challenging sometimes? Why should you confirm your understanding of a guests needs before carrying out a request?

More discussion questions

Why should you follow up with a guest after providing a service or solving a problem? Why is it important to treat co-workers the same way you treat guests? Teamwork is important to delivering guest service. What can you do to work better with your co-workers?

Video

Delivering Quality Guest Service

There are five steps that will help you deliver quality guest service to guests and co-workers;

1.Read the person by paying attention to what is said and how it is said. 2.Determine what the person needs. 3.Work together to find a solution. 4.Deliver the service. 5.Follow up to make sure the person is satisfied

Additional Points
Every guest has different expectations of what excellent service is, and each employee has a unique opportunity to anticipate and meet those expectations All good service starts with understanding what your guests want and expect

A few more points

The easiest and most effective way to find out what a guest wants???? ASK! Get the guest talking, ask questions

Fill guests request immediately, or when they want something done

Make guests feel as if they are your priority

Discussion Questions
What are some ways to ask what a guest really wants? What does it mean to read a guest? Why is providing quality service so challenging sometimes? Why should you confirm your understanding of a guests needs before carrying out a request?

More discussion questions

Why should you follow up with a guest after providing a service or solving a problem? Why is it important to treat co-workers the same way you treat guests? Teamwork is important to delivering guest service. What can you do to work better with your co-workers?

Activity
Determining what the guest wants
Guest 1 Your room is near the pool. Some children have been running back and forth through the halls and making a lot of noise, so you cant sleep. When you see an employee you ask if there are rules against unsupervised children playing in the pool area.

What the Guest Wants (continued)

Guest 2 You have brought your family on your business trip. Theyve stayed at the property while youve been busy, but now you would like to take them out to see the area. You dont know the area so you ask an employee if there is an shopping mall nearby.

Activity 2 Determining Guest Needs

Anticipate and list the potential needs from the groups below:
1. 2. 3. 4. 5. Families with small children Honeymooning couple Guest with disabilities Seniors Women traveling alone

The Spirit of Hospitality

Part 3

Discussion Questions
1. How can you demonstrate teamwork as you resolve guest complaints? 2. What is the best way to react when guests complain about problems? 3. What are some things you can do to calm angry or upset guests? 4. What does it mean if you take responsibility for a guests problem?

Video

 Listen to the problem Apologize and offer solutions Fix the problem

There are four steps to effectively handle guest complaints.laughno, no sorry LAFF

Follow up to ensure guest satisfaction

Additional Points
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 Since service is not something guests can return or exchange, their only option is to complain

More points
Never blame guests for problems they report. If they dont complain to staff then they are probably complaining to customers (or potential customers) Nearly 95% of travelers will return to a property if a problem is resolved to their satisfaction. 35% will return after bad service, but most will spread the word about their bad service

Discussion Questions
1. How can you demonstrate teamwork as you resolve guest complaints? 2. What is the best way to react when guests complain about problems? 3. What are some things you can do to calm angry or upset guests? 4. What does it mean if you take responsibility for a guests problem?

Activity 1
Its all about Teamwork and Empathy
Which department/co-worker should be contacted when 1. A guest complains that although he used the Do Not Disturb sign, a room attendant knocked on the door and woke him up A guest complain that cable is out on the TV and hes missing the World Cup match. The guest complains that their room smells like smoke A meeting planner complains the Air Conditioning in the meeting room is broken

2.
3. 4.

How would you show Empathy?

Activity 2

Working together to resolve the guests problems

Write a common guest problem on a piece of paperwait for further instructions

The Spirit of Hospitality

Part 4

Improving Service Quality

Discussion Questions
How can employees be rewarded for showing guests the spirit of hospitality or quality service? Why should managers share guest feedback-good or bad- with employees

Video

Improving Service Quality

Employees feel free to share their ideas for improving guest service: Share feedback with the staff Look for opportunities to improve service

Discussion Questions
How can employees be rewarded for showing guests the spirit of hospitality or quality service? Why should managers share guest feedback-good or bad- with employees

Activity
1. Share a short story about a time when you made a suggestion to a business (as a customer or staff) for an improvement to service that was accepted by the business. How did you feel when management implemented your idea?