CONSTRUCTIVE

COMMUNICATIO

NS PRESENTS…

THE

DIFFICULT

GUEST

…MADE

EAS(IER)

PERCEPTION IS THE ONLY “TRUTH” THAT

MATTERS

WHAT THEY ALL SHARE

EXPECTATIONS

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SOME EXPECTATIOS ARE HIGHER THAN OTHERS

SOME EXPECTATIONS ARE CLEAR, SOME CLOUDY

GUESTS BECOME DIFFICULT WHEN…

THEY EXPERIENCE A GAP BETWEEN REALITY AND THEIR EXPECTATIONS

ANTICIPATE A GAP BETWEEN REALITY AND THEIR EXPECTATIONS

THEY PERCIEVE AN INABILITY OR UNWILLINGNESS TO MEET THEIR

EXPECTATIONS

AT THE SAME TIME, WE BECOME…

INDIFFERENT

UNAPPRECIATED

RESENTFUL

INSECURE

CYNICAL

#1…MEET THEIR EXPECTATIONS. DOING SO

WHAT’S THE SOLUTION???

ESTABLISHES TRUST

RE-ESTABLISHES TRUST WHERE IT WAS LOST

KEYS TO SUCCESS

BUT HOW?????

KNOW THE PRODUCT

YOU NEED TO KNOW…WHERE IT IS

WHAT TIME IT OPENS AND CLOSES

WHAT IT OFFERS

WHO WORKS THERE

KNOWING THE HOTEL WELL WILL INSTILL CONFIDENCE IN THE GUEST REGARDING OUR ABILITY TO SERVE THEM. NOT KNOWING CAN CAUSE GUESTS TO WASTE VALUABLE TIME

ALL EYES ON THE LOBBY. BE AWARE OF ANYBODY ENTERING THE AREA. ACKNOWLEDGE WITH A SMILE OR GREETING…OR BOTH!!

AS GUEST APPROACHES…

THE GUEST IS FIRST PRIORITY

POSTPONE OTHER CONVERSATIONS

ACKNOWLEDGE THAT GUEST IS APPROACHING FOR ASSISTANCE AND/OR INFORMATION

USE ENGLISH WITH CO-WORKERS WHENEVER POSSIBLE IN GUEST’S

PRESENCE IF THEY SPEAK ENGLISH

ALREADY ASSISTING A GUEST IN PERSON OR ON THE PHONE?

ACKNOWLEDGE THE PERSON WAITING TO BE ASSISTED

LET THEM KNOW IN THE WARMEST MANNER POSSIBLE, YOU OR SOMEBODY WILL BE WITH THEM SHORTLY TO ASSIST THEM. ASK BRIEFLY WHAT THEY NEED; PERHAPS A CONCIERGE CAN ASSIST THEM AS WELL

ANSWERING THE PHONE

IN THREE RINGS

GREET THE CALLER AND DETERMINE THEIR NEEDS!!

MAKE SURE SOMEBODY IS AVAILABLE BEFORE TRANSFERRING THE CALL

BE PERSONABLE

USE THEIR NAME…WHENEVER POSSIBLE!!!

RECOGNIZING THE OTHER AS A HUMAN BEING RATHER THAN A TASK

TREAT EACH PERSON AS YOU WOULD WANT TO BE TREATED (THE GOLDEN RULE: IT IS EVEN MENTIONED IN THE BIBLE)

ADJUST YOUR APPROACHAN UPSET GUEST…

A GUEST WITH A STORY TO TELL...

GUEST IN A HURRY…

BE EMPATHETIC AND HELPFUL

BE A GREAT LISTENER

ACCELERATE!!!

COMMUNICATING EXPECTATIONS

BE UP-FRONT ABOUT YOUR AUTHORITY…WITHOUT MAKING IT SOUND LIKE AN EXCUSE!!

DEMONSTRATE YOUR COMMITMENT TO HELP THEM GET THE ASSISTANCE THEY NEED

GIVE THEM A REASONABLE TIME SPAN AND FOLLOW THRU

GIVE THEM MORE THAN THEY EXPECTED

REMEMBER….

FINALLY,

NOT SURE WHO IS RESPONSIBLE FOR TAKING CARE OF THAT “DIFFICULT” GUEST….?

JUST TAKE A LOOK!

WHAT WOULD HAPPEN IF…THE FRONT OF THE HOUSE GUEST CONTACT STAFF PROVIDED SUCH GREAT SERVICE THAT AN OTHERWISE INDIFFERENT GUEST POSTED A POSITIVE ONLINE GUEST REVIEW, WHICH WAS LATER READ BY A “FENCE SITTING” UNDECIDED GUEST WHO DECIDED TO BOOK BASED ON THAT REVIEW?  WHAT IF THIS HAPPENED JUST ONCE PER WEEK?