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This document discusses customer service and the guest experience in hotels. 1. It emphasizes building rapport with customers through active listening, using their names, and observing subtle cues. Guests want to feel valued as individuals. 2. Handling customer complaints and challenges is seen as an opportunity to strengthen relationships. Staff are trained to remain calm and solution-focused when responding to upset guests. 3. Ensuring customer satisfaction at every step is key to loyalty. Exceeding expectations through small gestures can turn dissatisfied customers into advocates. Identifying hidden irritations can also improve the guest experience.
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- 2. 2 WISE ELDERS & YOUNG BLOODS WISE ELDERS • What is the best part of working in Hotels? • How have customers changed over the years? YOUNG BLOODS • What is the best part, or what do you think will be the best part, of working in Hotels? • When you are a customer yourself, what is the one most important aspect of service you can experience? 10 minutes. Discuss your answers with the main group
- 3. 3 WARM-UP QUIZ 1 In 30 seconds, name as many Brand names that you can 2 In 60 seconds, say whether these Brands are best known for product, service to customers, or both 3 In 10 seconds, is this statement True or False ? “In order to become branded, your product and service must be consistent everywhere. In other words, customers have to trust that the product or service will be what they have come to expect, no matter where they are in the world” 4 Which is easier to do - create a branded product or a branded customer service experience? Why?
- 4. 4 THE WINNING FORMULA FROM AN “US” FOCUS Individualised service that meets the needs of each guest Impersonal, robot-like service Warm, friendly service reflecting the style of Le Méridien Focus on relationshipFocus on task We decide how you should be treated & serve you accordingly “One Size Fits All” You tell us what your needs & expectations are & we do our best to serve you accordingly A “CUSTOMER” FOCUS
- 5. 5 MOMENTS OF TRUTH • “This is a place where I want to stay” • “They care about me here” • “I’ll look forward to coming back” OR • “I don’t want to be here” • “I wish I had chosen somewhere else” • “I won’t come back here”
- 6. 6 WHAT THE CUSTOMER WANTS Valued Respected Recognised Secure Safe Confident Supported Mothered/ Fathered Taken Care Of Treated Honestly & Fairly No Discrimination Empowered Informed Given Choice FEEL LIKE AN INDIVIDUAL
- 7. 7 STRUCTURE OF THE WELCOME CHARTER PLUS ROOMS DIVISION FOOD & BEVERAGE SUPPORT FUNCTIONS GUEST EXPERIENCE MOMENT OF TRUTH WHAT THE CUSTOMER EXPECTS OPERATIONAL & BEHAVIOURAL STANDARDS
- 9. 9 MEASUREMENT • Guest Surveys • Quality Audit • Employee Surveys • Self-Assessments • Metrics & Measures
- 10. 10 WELCOME/ WELCOME BACK • Introduce the Guest Interaction Cycle • Learn & demonstrate behaviours associated with welcoming guests in line with the Welcome Charter Plus
- 11. 11 GUEST INTERACTION CYCLE WELCOME/ WELCOME BACK • Be Ready • Build Rapport • Remember SURPRISE & DELIGHT • Observe • Ask • Listen • Respond BE THE BEST • Go the “extra mile” • Check for Satisfaction • Show Appreciation • Follow Up
- 12. 12 BE READY • What are 3 things that you can do to get ready for your job each day? • What can we do to prepare our attitude towards serving our customers each day?
- 13. 13 HOW TO BE READY • Prepare yourself………….. – How You Feel – What You Know – How You Look • Get Organised • Anticipate Needs
- 14. 14 HOW TO BUILD RAPPORT VERBAL LANGUAGE TONEBODY LANGUAGE 7% 38% 55%
- 15. 15 INTERPRETING BODY LANGUAGE • Arms Crossed • Leaning Forward • Head Down, No Eye Contact • Head Tilted • Leaning Back • Eyebrows Wrinkled • Touching Mouth & Nose • Open Arms • Hand Wringing
- 16. 16 BODY LANGUAGE - STANDING • Straight • Feet flat, hip distance apart • Shoulders relaxed • Hands clasped
- 17. 17 BODY LANGUAGE - WALKING • Head up • Cheerful expression • Normal pace • Hands swinging
- 18. 18 BODY LANGUAGE - WITH GUESTS OR COLLEAGUES • Eye contact • Smile • Shoulders square - facing • Arms length
- 19. 19 WELCOMING SKILLS ACTIVITY • Choose a partner & 1 of the following scenarios to practise your Welcoming Skills – Regular businessperson – Family on holiday – Guest attending conference – Guest with small baby – Colleague • Think about how you will welcome this guest. What will you say? Also focus on your tone of voice & body language • Practise your welcome with your partner & receive feedback • Switch roles & repeat • 5 minutes each for Welcome & Feedback
- 20. 20 BARRIERS TO USING NAMES • Don’t know the name • Forgotten the name • Can’t pronounce the name
- 21. 21 HOW TO FIND OUT THE GUEST’S NAME • Ask him or her • Ask a colleague • Credit Card • Bill • Luggage/possessions • Room key or key card
- 22. 22 REMEMBERING NAMES • Listen carefully and repeat it • Use it as soon as you can • Make a connection between the name and another characteristic
- 23. 23 SURPRISE & DELIGHT- OBSERVE & ASK • Learn, demonstrate & develop confidence in the behaviours & skills associated with Surprising & Delighting our guests • Focus on the skills of Observing & Asking Questions
- 24. 24 GUEST INTERACTION CYCLE WELCOME/ WELCOME BACK • Be Ready • Build Rapport • Remember SURPRISE & DELIGHT • Observe • Ask • Listen • Respond BE THE BEST • Go the “extra mile” • Check for Satisfaction • Show Appreciation • Follow Up
- 25. 25 TREATED WELL/ TREATED POORLY ACTIVITY GROUP 1 • Share your experiences of when you have been treated surprisingly well as a customer GROUP 2 • Share your experiences of when you have been treated poorly as a customer • Focus on the body language, words & tone of voice used by the service professionals who looked after you. • 10 minutes
- 26. 26 KEYS TO BEING A BETTER OBSERVER • Be Present • Be Really Aware of the Guest • Look for Clues – Body Language – Tone of Voice – Physical Surroundings
- 27. 27 QUESTIONING SKILLS ACTIVITY • Do you want to be here ? • Where do you want to be? • Why do you want to be there?
- 28. 28 TYPES OF QUESTIONS • CLOSED – Get or confirm facts – Gather information efficiently • OPEN – Encourage people to talk and express their feelings
- 29. 29 SURPRISE & DELIGHT- LISTEN & RESPOND • Learn, demonstrate & develop confidence in the behaviours & skills associated with Surprising & Delighting our guests • Focus on the skills of Listening & Responding
- 30. 30 GUEST INTERACTION CYCLE WELCOME/ WELCOME BACK • Be Ready • Build Rapport • Remember SURPRISE & DELIGHT • Observe • Ask • Listen • Respond BE THE BEST • Go the “extra mile” • Check for Satisfaction • Show Appreciation • Follow Up
- 31. 31 HOW TO LISTEN ACTIVELY • Give Your Full Attention • Acknowledge • Listen to Understand • Listen for the Feelings Behind the Words • Resist planning your response • Restate
- 32. 32 DIFFICULTIES IN GIVING ATTENTION • Busy • Not interested • Tired • Nervous • Thinking about something else • Distracted • Telephone • Other guests
- 33. 33 DEALING WITH OTHER GUESTS • Acknowledge arriving guests with eye contact and smile • If unable to attend within 1 minute, apologise for the delay and give approximate waiting time • If waiting guest becomes impatient, call for help • If arriving guest has an urgent problem, request permission from the guest you are currently engaged with to deal with this
- 34. 34 TELEPHONE VS GUEST • Excuse yourself before you answer the phone • If you can handle the call within 1 minute, deal with it immediately • If it will take longer, offer to put them on hold or call back. Explain to the caller that you are dealing with another guest • Get back to the guest you are with within 1 minute and apologise for the delay
- 35. 35 HOW TO RESPOND • Use Positive Language • Offer Appropriate Options • Get Agreement
- 36. 36 WORDS TO USE WITH CARE HOWEVER WILL SITUATION ENSURE BUT BUSY PROBLEM TRY CERTAINLY PLEASE……….………PLEASE OK, NO PROBLEM NO………..
- 37. 37 POSITIVE LANGUAGE ACTIVITY • “What’s the problem?” • “We’ve got another room. But you’ll have to pay more for it” • “Unfortunately you’ll have to call back at 4.00pm for the answer” • “It’s not my fault” • “Sorry we are short-staffed today” • Ahhh, that’s not my department, have you tried calling………”
- 38. 38 RESPONDING TO REQUESTS - “NOT AVAILABLE” ITEMS • Apologise • Develop Options – Provide appropriate options – State what you can and cannot do – Discuss and agree the solution • Get Agreement – State the next steps – Be clear about the timeframe
- 39. 39 RESPONDING TO REQUESTS - “AGAINST THE RULES” • Apologise • Explain the benefits of the policy to (other) guests • Develop Options – Provide appropriate options – State what you can and cannot do – Discuss and agree the solution • Get Agreement – State the next steps – Be clear about the timeframe
- 40. 40 BE THE BEST • Learn ways to build & sustain guest loyalty - Be the Best • Identify ways to “go the extra mile” • Conclude interactions on a positive note • Verify guest satisfaction
- 41. 41 GUEST INTERACTION CYCLE WELCOME/ WELCOME BACK • Be Ready • Build Rapport • Remember SURPRISE & DELIGHT • Observe • Ask • Listen • Respond BE THE BEST • Go the “extra mile” • Check for Satisfaction • Show Appreciation • Follow Up
- 42. 42 WHY CUSTOMERS CHANGE 0% 10% 20% 30% 40% 50% 60% 70% Service Quality Product Quality Price
- 43. 43 A SATISFIED CUSTOMER IS LOYAL 100% 80% LOYALTY 60% (RETENTION) 40% 20% 0% 1 2 3 4 5 EXTREMELY SOMEWHAT SLIGHTLY SATISFIED VERY DISSATISFIED DISSATISFIED DISSATISFIED SATISFIED SATISFACTION MEASURE TERRORIST APOSTLE ZONE OF DEFECTION ZONE OF INDIFFERENCE ZONE OF AFFECTION
- 44. 44 5 STAGES OF CUSTOMER PERCEPTION BASIC EXPECTED DESIRED SURPRISING UNBELIEVABLE!!!
- 45. 45 UNBELIEVABLE • Excellent Product and Service • Excellent Delivery Systems • Excellent Service Attitude
- 46. 46 BE THE BEST • Go the “extra mile” • Check for Satisfaction • Show Appreciation • Follow-Up
- 47. 47 HANDLING SITUATIONS & CHALLENGES • Shift our views from seeing situations and challenges, not as “problems”, instead as opportunities to surprise & delight our guests • Develop & improve our skills in using the Guest Interaction Cycle to handle situations and challenges
- 48. 48 THE COST OF A DISSATISFIED CUSTOMER A typical company only hears from of its dissatisfied customers – the other just quietly go away Dissatisfied customers tell people of their dissatisfaction ( 1 in 5 tell ) Satisfied customers will tell people about their problem and how it was resolved Customers who experience no problems are loyal Satisfied complainers are loyal _% _% _to_ _ _ _% _%
- 49. 49 THE COST OF A DISSATISFIED CUSTOMER A typical company only hears from of its dissatisfied customers – the other just quietly go away Dissatisfied customers tell people of their dissatisfaction ( 1 in 5 tell ) Satisfied customers will tell people about their problem and how it was resolved Customers who experience no problems are loyal Satisfied complainers are loyal 4% 96% 8-10 20 5 85% 90%
- 50. 50 3 KINDS OF GOLDEN OPPORTUNITIES • SITUATIONS – Occur when guests have needs that have not yet been fulfilled. This usually involves a straightforward request for assistance • CHALLENGES – Occur when a guest becomes upset about their unfulfilled need. This usually involves an emotional outburst by the guest • HIDDEN DISSATISFIERS – These occur when the guest experiences an irritating inconvenience caused by a system or structure within the Hotel that is left unspoken
- 51. 51 SELF-AWARENESS ACTIVITY • Think of an especially difficult work-related situation or challenge which you have had with a guest, colleague, supplier etc • Respond to the questions below: – Describe the situation – What were your feelings? – What were you thinking? – What physical reactions, if any, did you notice yourself experiencing? • 5 minutes to share your answers with a partner, then swap over
- 52. 52 GUESTS’ EXPECTATIONS • Comments are taken seriously & constructively • Complaint is resolved promptly • People care about their situation • Sense of urgency to resolve the situation • What has been reported won’t re-occur
- 53. 53 GOLDEN OPPORTUNITIES - A COMPARISON Concentrate on rebuilding the relationship and completing the task, quickly & accurately to reinforce the relationship Feeling-Based Golden Opportunity Calm guest/colleague, understand needs, then help IN CHALLENGES….. Concentrate on completing the task, quickly & accurately to reinforce the relationship IN SITUATIONS….. Fact-Based Golden Opportunity Understand needs, then help
- 54. 54 REBUILDING THE RELATIONSHIP • Calm ourselves down and calm down the guest or colleague • Acknowledge the guest by apologising for what has happened where appropriate • Show a sense of urgency and care through our tone of voice and body language. Match our level of concern with theirs • Really listen, especially for the feelings and don’t interrupt – the person may want to “let off steam” • Ask good questions to clarify • Respond immediately by offering a solution or realistic options • Continue to show care and follow-up until things are resolved • Let your Manager or Supervisor know what happened
- 55. 55 HANDLING CHALLENGES ACTIVITY PART ONE • In your group, spend 5 minutes brainstorming challenges that you are faced with • Write each challenge on a Post-It Note and place on the flipchart paper provided PART TWO • From the 2 challenges you have been given, choose 1 to prepare a 3- minute response that you will show to the other groups. • Your response must focus on: – Positive tone, words and body language – Identifying creative options – Spirit of the response (caring, sense of urgency, careful listening)
- 56. 56 HANDLING CHALLENGES ACTIVITY PART 3 - SCORING • Each group will role-play their challenge and response to the others who will score the role-ply as follows • Between 1-10 marks for each of the following areas: – Positive tone, words and body language – Identifying creative options – Spirit of the response (caring, sense of urgency, careful listening)
- 57. 57 HIDDEN DISSATISFIERS HIDDEN DISSATISFIERS – These occur when the guest experiences an irritating inconvenience caused by a system or structure within the Hotel that is left unspoken
- 58. 58 HOW TO DISCOVER HIDDEN DISSATISFIERS • Repeated guest requests • Repeated observations of guest needs • The things that would “Surprise & Delight” you • The things that would annoy and irritate you
- 59. 59 IDENTIFYING HIDDEN DISSATISFIERS ACTIVITY • In your group, brainstorm the possible Hidden Dissatisfiers in this Hotel. Focus on: – Things we can do something about – Things that others may not be aware of • Then circle those items that can be addressed and consider how we could do this • Collect your ideas on flipchart 15 minutes and then report to the large group
- 60. 60 A WHOLE TEAM APPROACH • Identify opportunities to differentiate and add value to the guest experience through working together
- 61. 61 PATHWAY TO EXCELLENCE THE GOAL Find the path through the maze and get the entire team through in the shortest possible time THE CONDITIONS • Only 1 team member may be on the maze at any one time • You can stand on only 1 square at a time • You may pass through the maze vertically, horizontally or diagonally, but may not miss a row • Team members must take turns to cross the maze - batting order • If a team member hits a “bad” square, an alarm will sound and he/she must return on the same path and wait for a second try • Each team member must successfully cross the maze • If some team members have successfully crossed the maze and another team member sounds the alarm when crossing, EVERYONE must return to the beginning and start again • Team members must not talk unless instructed to do so • No materials may be used • TIMING - 10 mins Strategy, 20 mins Exercise, 1 minute Time Out
- 62. 62 MAPPING THE GUEST’S EXPERIENCE ACTIVITY PART ONE • In 1 minute, in your group, imagine a guest - give your guest a name and decide what type of guest he or she is (eg male/female, business/leisure) PART TWO • On flipchart, map out the likely areas in your hotel the guest is likely to visit. Now choose 1 area where the guest has a really bad experience and describe that. TEAM 1 Imagine that in your Hotel, everyone works as a team, focusing on delivering a positive experience for guests TEAM 2 Imagine that in your Hotel there is no team spirit and employees only focus on doing their own jobs • 20 minutes to prepare your story • Story to take 3 minutes
- 63. 63 MAPPING THE GUEST’S EXPERIENCE ACTIVITY PART THREE • Each team is to present to the rest of the group: - The map - The bad guest experience - How their hotel employees handle it - A headline that would appear in the following day’s local newspaper written by their guest • 5 minutes to prepare the headline
- 64. 64 WHITE SPACES “The areas where no-one feels responsible for what is happening to the guest”
- 65. 65 FINALE • Your brief is to produce a song or poem that summarises the things you have learned about customer service during these modules. • The song or poem can be in any style you wish so be as creative as you like. • You have 30 minutes to produce your script and practice and you will then present it to everyone else. You should plan your presentation to be a maximum of 2 minutes