Guest needs and expectations are tremendously increasing nowadays; the hospitality personnel face daily different situations may seem very confusing.

 

Guest Service 3 in 1 is a combined module which enables all hospitality personnel deal smoothly, friendly, and efficiently with diverse guests. Guest Service 3 in 1 drives your employees on the right track of anticipating the golden triangle of guest satisfaction.

 

 

1 - The Spirit of Hospitality

 

Delivering Quality Guest Service

 

Delivering Quality Guest Service shows your employees how to meet the expectations of guests and co-workers. The module and accompanied video show several guest service situations in which quality service makes a difference for guests, co-workers, and the property. Many of the skills demonstrated in the program are listed below, under "Key Points."

 

Skills for Meeting and Exceeding Service Expectations

 

1. Expectation: Professional Appearance

2. Expectation: Friendliness

3. Expectation: Courtesy

4. Expectation: Empathy

5. Expectation: Responsiveness

6. Expectation: Flexibility

 

Delivering Quality Service to Guests and Co-workers

 

1. Read the person by paying attention to what is said and how he or she says it

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

 

Handling Guest Complaints

 

1. Listen

2. Respond

3. Take action

4. Follow up

 

Improving Service Quality

 

1. Share guest feedback on service quality with staff or management

2. Look for opportunities to improve service

 

 

2 - Courtesy Rules

 

Better Telephone Skills Now

 

Courtesy Rules! Better Telephone Skills Now demonstrates how to use the telephone courteously and efficiently to serve callers and contribute to your property’s success.  The information in this module and accompanied video are separated into content points that are discussed in the video.

 

Your voice is the very first impression most callers get of your hotel. When you are polite, courteous, responsive, and maintain a smile in your voice, you help yourself, and your hotel stand out.  Talking on the phone is a relationship.  It can either be a good or bad experience.  It's up to you to make it a good one for your guests or potential guests.

 

The module key points:

 

• Answer the Telephone Promptly

• Use the Caller's Name

• Avoid Jargon

• Vary Your Tone

• Don't Speak Too Fast or Garble

• Stay Focused, Avoid Distractions

• Repeat Information Back

• Be Specific and Helpful

• Never Give Out Room Numbers

• Acknowledge Transfer Requests

• Allow Callers to Speak Before Placing Them on Hold

• Take Detailed Messages

• Handle Multiple Demands

• Take Charge of Situations

• Handle Dissatisfied Callers

• Empathize With the Caller

• Offer a Specific Time for the Resolution

• Sell Your Property

 

 

3 - BREAKING DOWN BARRIERS:

 

Achieving Great Service for Guests with Disabilities

 

Guests with Disabilities Act, passed by many countries laws, guaranteed basic rights for individuals with disabilities. It did not, however, guarantee good service. This module with accompanied video is designed to help prepare your hospitality employees to provide the best possible service to guests with disabilities.

 

We encourage you to adapt this program to fit your employees’ training needs. Use the margins of this training guide to note any difference between your property’s procedures and those described in the guide or the video.

 

With your adaptations, this training guide can be your primary re- source for training employees to provide great service to guests with disabilities.

 

Objectives

 

After participating in this session, your employees will be able to:

 

•    Define and describe disabilities

•    Practice courtesy skills when serving guests with disabilities

•    Choose appropriate language for describing various disabilities

•    Interact appropriately with individuals according to the specific disability

•    Identify facilities and services on your property that are avail- able to guests with disabilities

 

Key Points

 

•    People with disabilities need and desire excellent service just as all other guest’s do.

•   Providing excellent service means being able to recognize a disability and practice basic courtesy.

•   The language you choose, the attitude you display, and the actions you take all have an effect on the service experience of guests with a disabilities.

•    Each disability calls for specific variations in the kind of service you provide.

•   Familiarity with your property’s facilities and services is essential for providing excellent service to guests with disabilities

 

 

Program duration 08 hours (01 full day)

 

Maximum No. of participants: 25

 

 

MODULE LEADER