Conflict Resolution andGuest Services
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This document provides an overview of day one of a hotel guest services training course. The objectives are to improve communication with guests by understanding why people complain and guest and hotel dynamics. Other topics covered include service culture, priorities in guest service, resolving complaints, the impact of reviews online, body language, and the importance of complaints. Interactive exercises are included to have participants rate and discuss potential guest complaints or problems. The goal is to provide high-quality service and resolve any issues that arise.
Conflict Resolution andGuest Services
- 1. CONFLICT RESOLUTION & GUEST SERVICES DAY ONE CONSTRUCTIVE COMMUNICATIONS PRESENTS…
- 3. COURSE OBJECTIVES 3 IMPROVE OUR COMMUNICATION LEVEL WITH GUESTS BY UNDERSTANDING; WHY PEOPLE COMPLAIN EXPECTATIONS HOTEL-GUEST ABOUT DYNAMICS SERVICE
- 4. WORKING MORE EFFECTIVELY GUEST SERVICES TEAM WHO YOU ARE WHAT YOU DO YOUR ROLE IN YOUR SERVICE CULTURE ACCOUNTABILITY INITIATIVE PLEASING AN UNHAPPY GUEST ATTITUDE PREPARATION
- 5. L.E.A.R.N. : THE PROCESS-EL PROCESO LISTEN- ESCUCHA R NOTIFY- EMPATHIZE- NOTIFICA EMPATIZAR R RESPOND- APOLOGIZE- RESPOND DISCULPARS ER E created by and property of christian alexander & lorena perez gomez
- 7. PRIORITIES 7 If service is not your number one priority, then you are in the wrong business! The top three day–to-day priorities of any hotel: 1. SERVICE-MAKE SURE THE GUEST IS HAPPY! 2. SERVICE-IF THE GUEST ISN’T HAPPY, MAKE HIM HAPPY! 3. SERVICE-MAKE SURE THE GUEST GOES HOME….HAPPY! SERVICE SERVICE SERVICE
- 8. SERVICE 8 CULTURE WHAT IS A “SERVICE CULTURE”? DOES THIS HOTEL HAVE A “SERVICE CULTURE”? DOES OUR “SERVICE CULTURE” LIVE UP TO OUR VALUES AND MISSION STATEMENT? HOW SO AND HOW NO? WE WILL RETURN TO THIS IDEA OF “SERVICE CULTURE” DURING THE COURSE OF THE SEMINAR
- 9. EXCELLENT SERVICE TERRIBLE SERVICE
- 10. SERVICE WHAT WE WANT WHAT WILL HAPPEN TREATED WITH RESPECT AND APPRECIATION BEING ATTENDED TO IN A TIMELY FASHION BE GIVEN FULL ATTENTION WHILE ? BEING ATTENDED TO
- 11. RESOLVING A COMPLAINT OR PROBLEM WHAT WILL ACTUALLY WHAT WE WANT HAPPEN TO BE LISTENED TO TO BE RESPECTED TO BE UNDERSTOOD AN APOLOGY COMPENSATED IN SOME FORM FOR WHAT WE LOST IN ? VALUE FOR OUR MONEY
- 12. WHAT ARE THESE EXPRESSIONS TELLING US?
- 13. BODY LANGUAGE FACTORS INVOLVED IN BODY LANGUAGE POSTURE EYE MOVEMENT AND CONTACT FACIAL EXPRESSIONS YOUR OWN BODY LANGUAGE “THE FIRST IMPRESSION” PHYSICAL PROXIMITY SEATING ARRANGEMENTS HOW WE TOUCH OURSELVES AND OTHERS HOW OUR BODIES CONNECT WITH NON-HUMAN OBJECTS SUCH AS PENS OR CIGARETTES UNIVERSAL FACIAL EXPRESSIONS ARE: HAPPINESS SADNESS FEAR DISGUST SURPRISE ANGER SOME BODY LANGUAGE' ISN'T WHAT IT SEEMS AT ALL, FOR EXAMPLE: SOMEONE RUBBING THEIR EYE MIGHT HAVE AN IRRITATION, RATHER THAN BEING TIRED - OR DISBELIEVING, OR UPSET. SOMEONE WITH CROSSED ARMS MIGHT BE KEEPING WARM, RATHER THAN BEING DEFENSIVE. SOMEONE SCRATCHING THEIR NOSE MIGHT ACTUALLY HAVE AN ITCH, RATHER THAN CONCEALING A LIE.
- 14. THE IMPORTANCE OF COMPLAINTS HOW DO WE FEEL WHEN WE HAVE A COMPLAINT? THE GUEST’S STATE OF MIND &HYPERSENSITIVITY TO PROBLEMS BAD FLIGHT, LOST I’M NOT LUGGAGE HAPPY
- 15. THE IMPACT OF THE INTERNET BEFORE THE INTERNET THE INTERNET AGE 10 PEOPLE TripAdvisor, Faceb ook, MySpace, etc TOLD 1, 000 PEOPLE TOLD, MAYBE MORE!!!
- 16. A TripAdvisor LETTER “MY WIFE AND I ARRIVED LAST MONTH FOR A ONE-WEEK STAY AT THE SHANGRI-LA HOTEL OUTSIDE OF PUERTO VALLARTA. OUR EXPERIENCE AND IMPRESSIONS OF THE HOTEL WERE NOT PLEASANT. WHEN WE ARRIVED, WE WERE ASSIGNED A ROOM SOMEWHAT FAR AWAY FROM THE MAIN AREA AND WHEN WE GOT TO THE ROOM, WE FOUND IT TO BE KIND OF DARK WITH A STRONG SMELL OF MILDEW. TO MAKE IT WORSE, THE AIR CONDITIONER WASN’T WORKING. WE WERE NOT IMPRESSED AND RETURNED TO THE FRONT DESK TO COMPLAIN ABOUT THE ROOM AND GET MOVED. THE AGENT AT THE FRONT DESK SEEMED LESS THAN UNDERSTANDING. ACTUALLY SHE BORDERED ON BEING RUDE. SHE EXPLAINED THAT DUE TO THE HOTEL BEING SOLD OUT AND VERY FEW ROOMS HAVING BEEN AVAILABLE FOR NEW ARRIVALS THAT DAY, A DIFFERENT ROOM WAS NOT AVAILABLE THAT EVENING. SHE SAID THAT SHE WOULD LEAVE A NOTE WITH THE MORNING STAFF TO SEE IF A NEW ROOM MIGHT BE AVAILABLE THE NEXT DAY “BUT SHE DOUBTED IT”. THE ONLY THING SHE DID DO WAS TO CALL HOUSEKEEPING TO CHECK ON THE MILDEW PROBLEM. OUR DINNER THAT EVENING AGAIN WAS A MIXED EXPERIENCE, AS WERE THE FOLLOWING NIGHTS’ DINING EXPERIENCES. THE FOOD WAS GOOD BUT WE FOUND THE RESTAURANTS TO BE SOMEWHAT NOISY. THE SERVICE, WHILE EFFICIENT, SEEMED TO LACK ANY WARMTH. THE WAITERS SEEMED TO HAVE TROUBLE COMMUNICATING BEYOND “MAY I TAKE YOUR ORDER” AND THE HOSTESS SAT US IN THE MIDDLE OF THE RESTAURANT EVEN THOUGH THERE WERE TABLES OPEN NEAR THE WINDOW AND BARELY WELCOMED US. AS FAR AS CHANGING ROOMS THE NEXT DAY, THE SO CALLED MESSAGE ABOUT CHANGING ROOMS NEVER REACHED THE MORNING STAFF. WHILE WE DID GET MOVED TO A (SOMEWHAT) NICER ROOM, I FELT LIKE WE WERE TREATED LIKE A NUISANCE, NOT A GUEST. IF THE SERVICE HAD BEEN BETTER…AND KINDER, I WOULDN’T HAVE FELT COMPELLED TO WRITE THIS LETTER. I DIDN’T BOTHER COMPLAINING WHILE WE WERE THERE SIMPLY BECAUSE I DIDN’T THINK IT WOULD GET ME ANYWHERE. AS IT IS, I WOULD ADVISE READERS TO LOOK FOR OTHER HOTEL OPTIONS. THIS PLACE DID NOT MAKE US FEEL AT HOME. IT MADE ME FEEL LIKE I WAS AT MY IN LAWS’ HOUSE INSTEAD.
- 17. OUR GOAL LETTER MY WIFE AND I ARRIVED LAST MONTH FOR A ONE-WEEK STAY AT THE SHANGRI-LA HOTEL OUSIDE OF PUERTO VALLARTA. OUR EXPERIENCE AND IMPRESSIONS OF THE HOTEL WERE MIXED. WHEN WE ARRIVED. WE WERE ASSIGNED A ROOM SOMEWHAT FAR AWAY FROM THE MAIN AREA AND WHEN WE GOT TO THE ROOM, WE FOUND IT TO BE KIND OF DARK WITH A STRONG SMELL OF MILDEW. TO MAKE THINGS WORSE, THE AIR CONDITIONER DIDN’T WORK. WE WERE NOT IMPRESSED AND RETURNED TO THE FRONT DESK TO COMPLAIN ABOUT THE ROOM AND GET MOVED. THE AGENT AT THE FRONT DESK TURNED OUT TO BE ONE OF OUR MORE PLEASANT EXPERIENCES. SHE WAS VERY APOLOGETIC AND UNDERSTANDING ABOUT THE SITUATION. SHE EXPLAINED THAT DUE TO THE HOTEL BEING SOLD OUT AND VERY FEW ROOMS HAVING BEEN AVAILABLE FOR NEW ARRIVALS THAT DAY, A DIFFERENT ROOM WAS NOT AVAILABLE THAT EVENING BUT THAT SHE WOULD MAKE A ROOM MOVE A PRIORITY FOR THE NEXT DAY (WHICH, BY THE WAY HAPPENED THE NEXT DAY IN A VERY EFFICIENT AND HOSPITABLE MANNER). IN THE MEANTIME, SHE CALLED ONE OF THE RESTAURANTS AND MADE A PRIORITY RESERVATION FOR US. SHE ALSO CALLED HOUSEKEEPING AND SENT THEM TO DO A CLEANING. OUR DINNER THAT EVENING AGAIN WAS A MIXED EXPERIENCE, AS WERE THE FOLLOWING NIGHTS’ DINING EXPERIENCES. WE FOUND THE RESTAURANTS TO BE SOMEWHAT NOISY AND WHILE OK, THE FOOD WAS NOT THE GREATEST I HAD EVER TRIED. AGAIN THOUGH, THE SERVICE MORE THAN MADE UP FOR THESE COMPLAINTS AND I WAS IMPRESSED HOW GENUINE, KIND, AND ACCOMODATING THE STAFF WERE WHILE WE WERE THERE. MANAGERS, TAKE BETTER CARE OF THE HOTEL FACILITIES AND YOU WILL HAVE A VERY NICE PRODUCT. KEEP ENCOURAGING THE GREAT SERVICE AND IT WILL BE HARD TO TELL THE DIFFERENCE BETWEEN YOU AND THE MORE WELL
- 18. AN ENEMY NAMED “AVERAGE” DEFINITION DAY, MEAL, PERSON, MOVIE, SONG WHEN IS AVERAGE ok HOW IS AVERAGE OUR “ENEMY”? WHERE DO WE FALL INTO AVERAGE? (MOST CURRENT TRIPADVISOR SCORES)
- 19. PERCEIVED VALUE IT’S WHAT IS IMPORTANT TO ME (INTERNET, COMFORTABLE BED, GOOD LOCATION, ETC)
- 20. •RATE THEM 1-4 1. LONG WAIT FOR TOWELS 2. NOISY NEIGHBORS – NO HELP FROM SECURITY 3. MALFUNCTION IN ROOM 4. ROOM NOT CLEANED 5. WRONG ROOM TYPE 6. MINI BAR NOT FILLED 7. PAID FOR INTERNET-DOESN’T WORK 8. RUDE WAITER 9. POOR QUALITY FOOD 10. ROOM INFESTED WITH INSECTS 11. MADE TO WAIT FOR CHECK IN 12. POWER SURGE FRIED COMPUTER 13. NO VOICE MAIL OR MESSAGE SYSTEM 14. CALLS DIRECTED TO WRONG ROOM 15. MISSED WAKEUP CALL-MISSED FLIGHT/RESERVATION
- 21. •RATE THEM 1-4 •TEACHER SAYS…. 1. LONG WAIT FOR TOWELS-2 2. NOISY NEIGHBORS – NO HELP FROM SECURITY-3 3. MALFUNCTION IN ROOM-2 4. ROOM NOT CLEANED-2 5. WRONG ROOM TYPE-3,4 (DEPENDING ON NUMBER OF PEOPLE IN RES) 6. MINI BAR NOT FILLED-1 7. PAID FOR INTERNET-DOESN’T WORK-2 8. RUDE WAITER-4 9. POOR QUALITY FOOD-3 10. ROOM INFESTED WITH INSECTS-2 11. MADE TO WAIT FOR CHECK IN-3 12. POWER SURGE FRIED COMPUTER-4 13. NO VOICE MAIL OR MESSAGE SYSTEM-2 14. CALLS DIRECTED TO WRONG ROOM-3 15. MISSED WAKEUP CALL-MISSED FLIGHT/RESERVATION-4
- 22. WHICH SOUNDS WORSE? NOW LATER
- 23. WHICH SOUNDS BETTER? NOW LATER
- 25. BRAINSTORM FORM INTO GROUPS….. USING A RATING FROM 1-4, “1” BEING A MILD COMPLAINT OR SITUATION AND EASY TO RESOLVE AND “4” BEING A COMPLAINT OR SITUATION THAT SOUNDS ALL THE ALARMS, THINK OF TWO COMPLAINTS FOR EACH LEVEL (TWO MILD COMPLAINTS, TWO EXTREMELY SERIOUS COMPLAINTS ETC.)
- 26. RECAP DEFINITIONS & READING & IMPACT OF THE EXPECTATIONS UNDERSTANDING INTERNET ABOUT SERVICE OUR CLIENTS BEING “AVERAGE” & SHORT & LONG- PERCEIVED TERM VALUE
- 27. INTERMISSION THIS CONCLUDES THE FIRST PART OF THE TRAINING. WHAT HAVE YOU LEARNED SO FAR? THE NEXT SECTION WILL DEAL WITH THE FRONT DESK AND GUEST SERVICES TEAM AND HOW THEY ARE PREPARED FOR COMPLAINT RESOLUTION AS WELL AS WHAT WE CAN DO TO BETTER EQUIP THEM IN ALL ASPECTS OF GUEST RELATIONS
- 28. ABOUT US CONSTRUCTIVE COMMUNICATIONS (AMERICAN ENGLISH HOSPITALITY & COMMUNICATIONS GROUP) ES UN GRUPO QUE OPERA EN LA ZONA DE PUERTO VALLARTA/RIVIERA NAYARIT. NOS DEDICAMOS A EXCELENCIA EN LA FORMACION DE LA CULTURA SERVICIAL. PARA MAS INFORMACION CONSTRUCTIVE COMMUNICATIONS (AMERICAN ENGLISH HOSPITALITY AND COMMUNICATIONS GROUP) IS A GROUP WHICH OPERATES IN THE PUERTO VALLARTA/RIVIERA NAYARIT AREA. WE ARE DEDICATED TO EXCELLENCE IN THE FORMATION OF SERVICE CULTURE. FOR MORE INFORMATION
- 29. CONTACTANOS/CONTACT US CELL 322 191 8348 (8346 para MENSAJE-MSG) PHONE 329 291 0860 (MEXICO) FACEBOOK: AMERICAN ENGLISH HOSPITALITY & COMMUNICATIONS GROUP HOTMAIL: ConstructingCommunication@hotmail.com