Confident Service Training Powerpoint

8/12/2019 Confident Service Training Powerpoint

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Chapter One: Our Guest Promises

Our four Guest Promises are:

Alwaysmake you feel welcome.

Alwaysgive you a room thats clean, fresh,and reflects the highest quality standards.

Always respond promptlyto any need you

might have. Alwaysgive you the service that will make

you want to return.


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Three Building Blocks


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1. Specific expectations of all team

members

Welcome and greet guests.

Make the Guest a priority.

Do my job well.

Take care of any requests or issues quickly.

Skill Check: Chapter One


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2. Specific things YOU can do to support

the building blocks

Its Right

Its Easy

It Works!


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Chapter Two: Our Six Service Spotlights

What Matters Most!

Those times throughout the guests stay where

we have an opportunity to make a positive or

negative impression on the guest.


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1. Prep, Set, Greet

2. Keep it Clean and Fresh

3. Make the Room Work4. Ensure a Restful Nights Sleep

5. Help Them Be Productive

6. Start the Day with Confidence

Activity: Chapter Two


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Chapter Three: Our Service Basics


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Service Behaviors


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A. Owning the problem.

B. Being familiar with the local area

C. Asking questions to learn moreD. Seeing things from the guest perspective

E. Listening for opportunities to WOW

F. Making the guest a priorityG. Celebrating our accomplishments

Activity: Chapter Three


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Chapter Four:

The Daily Promise & Our Guest


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Activity: Chapter Four

TRUE

FALSE


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Reasons for Staying at Our Hotel

Sporting Event

Job Interview

Wedding

Training

Passing through

Military

Sales Calls

Visiting Family and

Friends

Construction

Graduation

Business Meetings Visiting Local

Attractions


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Chapter Five: Service Spotlight 1

Prep, Set, Greet


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30 Second Impression

Sloppy /Disorganized

Unprofessional Professional /Organized

Angry / Upset


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Spotlight Actions Activity

mood

bell carts

GSSexterior

smile

wrinkle free/name tagneutralizing

repeat

help

closedcourtesy

clutter

name


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Chapter Six: Service Spotlight 2

Keep It Clean and Fresh


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Activity: Chapter Six

TRUE

FALSE


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Guest Promise

sofa

odorsGSS

clean as you go

working

temperature

hallways

inspection sheetpaper

clean / wrinkle free

amenities


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Chapter Seven: Service Spotlight 3

Make It Work


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L.E.A.R.N.

Listen

EmpathizeApologize

Respond

Notify


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Chapter Eight: Service Spotlight 4

Ensure a Restful Nights Sleep


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Activity: Chapter Eight

TRUE


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do not disturb

timely

GSSsleep

pillows / blankets

noise


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Chapter Nine: Service Spotlight 5

Help Guests Be Productive


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Chapter Ten: Service Spotlight 6

Start the Day with Confidence


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Energy In or Beaming Out?

Beaming Out Energy In Beaming Out Energy In


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Thank

proactive

askworking

eye contact

acknowledge


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Chapter Eleven:

Wrap Up & Daily Promise


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1. Guest Satisfaction Survey2. Our goal is to be above brand average.

Overall Satisfaction 82.0Rooms Overall 78.3

Hotel Building Overall 78.1

Staff Service Overall 87.9

Skill Check: Chapter Eleven

82.974.9

72.5

91.4

Documents

Confident Service Training Powerpoint