20 Habits of Savoy Group Hospitality

People Development & Quality Assurance, September,2014

20 Habits of Savoy Group Hospitality

Objectives


Understand the reasons for having daily habits in our Group

Understand each one of the 20 Habits of Savoy Hospitality

Understand the importance of implementing the 20 Habits.

Realize the relation between the Habits & Guest Satisfaction & Engagement.

By the end of this session, you should be able to:

Why We Should have Daily Habits


Reasons for Having Daily Habits

Enhance the reputation of the brand with our exceptional service offering

Share a good-will by sharing good words Feel grateful to people who make our business;Retain and increase the number of repeat

guestsEnhance communication within the Group

membersAssist each other in achieving a superior quality

service performance on all levels 20 Habits of Savoy Group Hospitality


Deliver a consistent unique quality service and job performance.

Be able maintain the resources and assets provided for our use

Enhance communication within the Group members

Maintain Company resources provided with the utmost care and respect



Warm welcoming and sincere greetings to all our guestsHabit (1)

Addressing our guests by name, whenever and wherever possibleHabit (2)

Escorting our guest rather than pointing out the directionsHabit (3)

Adhering to Savoy telephone etiquettes and terminologyHabit (4)

Demonstrating a great sense of urgency for our entire guests needsHabit (5)








Establish eye contact with the guest Smile Use the proper Savoy language &

terminology Use the guest’s name whenever and

wherever possible

Hab

it (

1)

Every time you have any contact with our guest, (internal and external), we should:

The Habits

Warm welcoming and sincere greetings to all our guests

Genuine and coming from the heart Extended every time we encounter a

guest

Hab

it (

1)

The greeting & the welcoming should be:

Example:

Good morning Mr./Ms. _________! How may I help you?Good morning have a great day!

The Habits


Meet/welcome the guest Enter the elevator with the guest Walk down the public areas Answer any call Go to their table Enter their room in their presence Meet our colleagues in the hallways.

We should implement Habit (1), when we:

Hab

it (

1)

The Habits








personalize the interaction build rapport with our guest

Hab

it (

2)

We call our guest by name to:

Addressing our guests by name, whenever and wherever possible

The Habits

display phones asking the guest how he/she would

like to be addressed

Hab

it (

2)

We can recognize our guest’s name through:

Important Note:We must also address all your co-workers too by using their name. This is a way we show respect towards all our colleagues.

The Habits


We meet/welcome the guest We enter the elevator with the guest We walk down the public areas We answer any call W attend/escort them to their table We enter their room in their presence We meet colleague in the hallways

Hab

it (

2)

We call our guest by name when:

The Habits








Consider all our guests are VIPs. Escort our guests rather than

pointing out directions.

Hab

it (

3)

Upon encountering the guests, we should:

Important Note:Remember that our guest is the most important to us, this is an opportunity for us to inform and promote our hotel facilities and services to the guest.

Escorting our guest rather than pointing out the directions

The Habits

The main the gate to the reception desk

The reception desk to the guest room The hostess station to the table The Lobby to the restaurants The guest relations desk to the fitness

center The airport exit to the car/coach etc.

Hab

it (

3)

We can escort our guests from:

The Habits

Escorting our guest rather than pointing out the directions







Every time we attend a call use proper etiquettes and the standardized language should be used.

All calls should be answered within three rings

Smile on the phone While handling a call from our guest,

always use the guest name.

Hab

it (

4)

Telephone Standards:

The Habits

Adhering to Savoy telephone etiquettes and terminology

While making a call to the guest, always identify yourself first.

Be accurate and careful while taking a message.

Do not stay on phone longer than necessary

Wait for the caller to hang up first.

Hab

it (

4)

Telephone Standards:

The Habits


Situation In Correct Phrases

Correct Phrases

Answering an outside call

Hello Good morning, thank you for calling Savoy Sharm. How may I direct your call/ How may I help you?

Answering an in house call

Hello ‘Good Morning, Identify department’ ‘Identify yourself’ speaking How may I help you?

Placing the guest/co-worker on hold

Please hold/Hold on

May I put you on hold please?

Getting back to the guest on hold

Hello Thank you for holding, Mr./Ms.______

Transferring the call Connecting you/ Transferring you

May I transfer your call to ________ please/ May I transfer your call please

If we have not understood what the guest said

What? I beg your pardon, Sir\ma’am Or I’m sorry. / I did not get that. / May I request you to repeat it please?

Hab

it (

4)


The Habits

Good morning, Savoy Egypt Leading Resort, xxxx’s speaking. How may I help you?







Our guests want things immediately or on the fingertips.

All the requests and complaints of our guest should be met or handled within Savoy standard time limit.

Our guest determines our efficiency by the speed and consistency of our service delivery and/or service recovery.

Demonstrating a great sense of urgency for our entire guests needs

Hab

it (

5)

Reasons for meeting guests requests on time:

The Habits

No guest will ever complain because his requests were attended to immediately, on the other hand it would only delight him.

We have to review our processes to find steps that can be added/amended/deleted so as to reduce the cycle time and hence increase speed.

We should adhere to standard response timing.

We should never put any thing for later that you can do right now.

Hab

it (

5)

Keep in mind that:

The Habits


Hab

it (

5)

Keep in mind that:

The Habits

If we cannot handle it ourselves, ask the correct person to handle it immediately.

Get back to the guest at the earliest every time their request or complain can be met.


Hab

it (

5)

Test

To check-in a guest_______ To check-out a guest______ To deliver bags to the guest room ______

To deliver a fax to the room________ To service an occupied room________ To deliver room service order ______ To deliver a drink order____________ To answer a guest email____________ Etc.

How much time does it take you?


The Habits


Habit (6) Maintaining Savoy Grooming standards

Habit (8)

Habit (7)

Habit (9)

Habit (10)

Implementing “Clean as You Go” Policy

Knowing all hotel information and facilities

Listening to our guests without any interruptions

Taking Ownership and following-up personally on guests’ requests



Habit (8)

Habit (7)

Habit (9)

Habit (10)






Our guest has high expectationsfrom our professional employees.

Hab

it (

6)

Maintaining Savoy Grooming standards

The Habits

We always maintain Savoy Grooming standards:Our guest forms the impression by what he sees.

The way we look and behave will form the basis of what the guest thinks of us. So we can choose how we want our guest to feel about us

Personal hygiene and grooming must be kept high at all times.Let us hold ourselves responsible for higher standards than anybody else expects of us. Never excuse ourselves.

Always make sure that:

Hab

it (

6)

The Habits

We always appear clean and smell fresh.

We are wearing an immaculate uniform.

We have a clean and clear name tag always on you.

We are adhering to Savoy grooming standards.

We project your best image at all times. We have a positive body language.

We are courteous and well mannered to all.


Maintain a upright body posture and positive body language whenever in the front of the house areas.

Always smile and maintain an eye contact.

Be enthusiastic and energetic to offer assistance to all our guests.

The HabitsH

ab

it (

13

)The Habits

Pointers:


When we walk, we walk with confidence.

We project best image at all times.

We think and act in a positive frame of mind. ``

The HabitsH

ab

it (

13

)The Habits

Pointers:



Habit (8)

Habit (7)

Habit (9)

Habit (10)






The HabitsH

ab

it (

19

)

It is designed to ensure that workplace cleanliness and hygiene are maintained to the highest standard. In doing so, the safety and appearance of the property will be maintained as well as a safe, legal and hygienic product being produced.

“Clean as You Go” Policy:


The HabitsH

ab

it (

19

)

You should clean/sanitize your work area as clean as possible; it is not only at the end of the shift but also during the working time. Simply, clean/disinfect what you used including your hands.

“Clean as You Go” Policy:

It places the responsibility upon all employees to maintain the working environment in a clean, tidy and safe condition at all times when carrying out duties on the premises.


Hab

it (

7)

The Habits

It places the responsibility upon all employees to maintain the working environment in a clean, tidy and safe condition at all times when carrying out duties on the premises.

“Clean as You Go” Policy Responsibility:


The HabitsH

ab

it (

19

)

Workstations to be left clean, safe and tidy

Tools, cutters and anvils to be away straight after use

Hand tools to be placed back on the tools trolley straight after use

Floors to be kept clear of waste, plastic and cardboard

All walkways to be kept clear

“Clean as You Go” Policy Examples:

The Habits


If we see any small paper on the floor, do not wait for housekeeping to attend to it, instead do it ourselves.

If we see any dust, we wipe it immediately.

Always clean our work areas after the work is over.

The equipment and items that are not required to carry out our daily work should be removed from the area.

Hab

it (

7)

The Habits

“Clean as You Go” Policy Implementation:

The Habits


Take initiative and dust our own area and not wait for some one else to do it.

The heart of the house areas should be kept as clean as the front of the house areas.

Do not litter.

Comply with all hygiene standards at all times.

Hab

it (

7)

The Habits

“Clean as You Go” Policy Implementation:

The Habits



Habit (8)

Habit (7)

Habit (9)

Habit (10)






The facilities that the guest can use in the hotel will be known to all the employees and should be communicated to our guest whenever asked for.

We can only help the guest if we know what the hotel can provide and will demonstrate true professionalism.

Hab

it (

8)

The Habits


The Habits

We are knowledgeable about all the hotel information and facilities:

We can sell the hotel facilities and services with confidence, ease and pride if we know the details and can make the guest happy by helping them get what they want.

Let’s take the initiative to know more about our department, our hotel and our job, as not to know is bad; but not to wish to know is even worse.

Hab

it (

8)

The HabitsThe Habits

Knowledge is Power:


Look out for:

Hab

it (

8)

The Habits

Hotel fact sheets

Notice boards

Logbooks

Inter departmental communications

Departmental briefings etc.

The Habits



Habit (8)

Habit (7)

Habit (9)

Habit (10)






We Listen to all our guests without interrupting, we never justify or argue with any guests:

Hab

it (

9)

The Habits


We listen to what our guest has to say by noting down all necessary details. This apart from solving the purpose of helping the guests shows that we respect what he/she has to say.

We pay undivided attention to our guests; we make them feel that we are concerned

The Habits

We always ensure that the guest has completed what he/she has to say before we say anything at all.

We never argue or justify any situation with our guest but understand what he/she has to say by listening to every detail.

Guest does not want to know what has caused the situation, but what can be done about it now.

Hab

it (

9)

The Habits

We Listen to all our guests without interrupting them, we never justify or argue with any guests:

The Habits


We listen with concern what our guest is saying. Listen to our colleague the same way!

We provide undivided attention and we will make them feel “we care”.

We never interrupt our guest.

We never justify what went wrong, but apologize and rectify it.

We are ever rude and unfriendly.

Hab

it (

9)

The Habits

Examples:

The Habits



Habit (8)

Habit (7)

Habit (9)

Habit (10)






We own and follow- up personally on the guest request or complaint till the guest is satisfied:

Hab

it (

10

)The Habits


The Habits

Our guests expect high efficiency from us. They look at us as a problem/request solver and do not expect us to pass them over to someone else. We assist the guest professionally and with confidence.

Whenever we receive any request or complaint from our guest we should never ask him/her to call up any other extension even if the request/complaint does not pertain to our department.

Instead, we will note down the details and forward it to the concerned person, but will follow up personally till the guest is satisfied. We own the guests request or complaint.

Instead of directing the guests to someone else we will own the request/complaint and act on it.

Hab

it (

10

)


The Habits


We never ask the guest to call up another extension if they require something.

We make note and call up the concerned department.

We follow-up with the respective department.

The HabitsH

ab

it (

10

)


The Habits


We call the guest to confirm that the request has been handled and/or the complaint has been resolved to the guest satisfaction.

We say “We will take care of this for you” … and not “We will take care of this”.

The HabitsH

ab

it (

10

)


The Habits




Habit (11) Putting ourselves in guest’s shoes, by

focusing on our guests.

Habit (12) Complying and practicing “Safety is

everyone’s responsibility”

Habit (13)

Habit (14)

Habit (15)

Showing a positive, confident, cheerful, and enthusiastic attitude

Never Say, ‘I do not know’, ‘I can’t’, or ‘it is impossible’, but always offer alternatives

Delivering more than promised







Habit (13)

Habit (14)

Habit (15)




We must give our guest our un-divided attention. This would make the guest happy and ultimately loyal to Savoy Group.

We always do things keeping in mind, what the guest would want us to do in that situation.

The HabitsH

ab

it (

11

)The Habits

To anticipate our guest needs and deliver what our guest requires it is very important to focus on our guest.

Putting ourselves in guest’s shoes, by focusing on our guests

We create experiences for our guests and we plan them first by putting ourselves his his/her shoes.

Our guest is the sole purpose of our existence. Be sensitive to the guest needs. Always put our guest before anything else.

There are many things that we can do and change that will help us see the guest point of view and help us service our guest with the highest level of professionalism.

The HabitsH

ab

it (

11

)The Habits

Examples:


We do not disturb guest by either forming a gathering or speaking loudly in the public areas.

We take note of guest preferences and ensure that the same are delivered to him/her.

We always deliver to the guest what we have already committed to.

Whenever we are introducing new services or product we always do these with the guests in mind.

The HabitsH

ab

it (

11

)The Habits

Examples:







Habit (13)

Habit (14)

Habit (15)




‘Safety is everyone’s responsibility’:

Safety is one of the most important needs of our guest. It is the minimum that our guest asks from us. They trust you to provide them a safe environment.

“The safety of our guests, our colleagues and our property is our job”.

Hab

it (

12

)The Habits

We comply and practice:

The Habits

Complying and practicing “Safety is everyone’s responsibility”

It is everyone responsibility to be alert at all times and protect all that we value most.

We must always maintain and comply with the Safety & Hygiene standards set by Savoy.

Hab

it (

12

)The Habits

We comply and practice:

The Habits


Know and follow the safety guidelines of all equipment and material.

Always be alert to notice any suspicious bags, luggage, and boxes out of place.

We will never compromise on our safety as well as the safety of the hotel and our guests.Hab

it (

12

)The Habits

Pointers:

The Habits


We will immediately report any safety and/or fire hazard.

We will ensure preventive maintenance of the equipment that we use.

Hab

it (

12

)The Habits

Pointers:

The Habits







Habit (13)

Habit (14)

Habit (15)




Always have a positive attitude, confidence and enthusiasm to help our guest at all time to project ourselves as a professional,

Be cheerful to handle situations with greater ease and efficiency.

Enhance our appearance, attitude and behavior,

Hab

it (

13

)The HabitsThe Habits

We showcase a positive, confident, cheerful and enthusiastic attitude-‘We are on stage’:







Habit (13)

Habit (14)

Habit (15)




Whenever there is a guest enquiring or requesting for something, we never say no. At times, to honor the request may not feasible, in such cases we offer alternatives and let the guest choose the best one.

The guest looks at us as a problem solver. So, rather than telling the guest what we can not do, tell him/her what we can do or offer.

Hab

it (

14

)The Habits

We never say, ‘I do not know’, ‘I can’t’, or ‘it is impossible’, but always offer alternatives:


“Let’s be honest, let’s not hide behind roles or pretend to know everything. In circumstances that the guest’s request/require can be met exactly, we suggest to our guest by offering alternatives as to how we can help our guest in such a situation and comply with his request.

The HabitsH

ab

it (

14

)The Habits

There is always an alternative way of doing things:


Check for alternatives.

Make sure that the alternative is acceptable to the guest.

Be aware of the facilities and services offered by the hotel.

If we can not help our guest, find some one who can.

The HabitsH

ab

it (

14

)The Habits

Always:







Habit (13)

Habit (14)

Habit (15)




This habit is all about, what will delight our guest. Our guest has certain expectations from us, but only when we exceed these expectations, that our guest is left speechless. This generates the “WOW” factor.

Our guest will be delighted only when we provide more than we have committed to. This will dazzle our guest and will make him/her always remember Savoy Group

Hab

it (

15


“We always deliver more than promised”:


By doing so our guest will feel important and cared for”. This will highlight our spirit of hospitality towards all our guests.

Adopting this habit will help us continuously improve and better ourselves as well as the service that we give by raising the bar of our own standards.

Hab

it (

15


Why we should deliver more than promised


We surprise our guest with extra personalized attention.

We deliver the room service order faster than the informed timing.

We provide express checkout facility to a business traveler.

The HabitsH

ab

it (

15

)The Habits

Examples


We give our guest a larger portion size incase they have come with a family.

We provide a conditioner too, if a guest requests for an extra shampoo.

We take initiative to WOW our guest.

The HabitsH

ab

it (

15

)The Habits

Examples




Habit (19)

Habit (20)

Thanking our guests genuinely for their support and patronage

Practicing caring for Savoy Group

Practicing caring for environment and society

Habit (16) Taking pride in what we do, yet

being humble in our attitude.

Habit (17) Practicing lateral service for all-

there is no-‘It is not my job’

Habit (18)


Habit (19)

Habit (20)








Habit (18)


We are not doing a favor to our guests by serving them, they do us a favor by letting us serves them.

We are not servant but we are professional because each one of us have made a clear decision to be of service to our guests.

The HabitsH

ab

it (

16

)The Habits

We take pride in what we do yet be humble in our attitude:

Taking pride in what we do, yet being humble in our attitude

Let’s understand that every small task we perform or the thing we do has a huge impact on the guest experience. We should take pride in doing all these tasks to the best of our ability. So:

The HabitsH

ab

it (

16

)The Habits

Let’s take pride in cleaning the guest room.

Let’s take pride in answering the guest email immediately.

Let’s take pride in setting up a perfect buffet for the guest.

Let’s take pride in being well groomed and wearing your uniform.

Etc… There are no small jobs, everyone jobs is as important!


develop a positive sense of belonging towards Savoy Group.

respect the job that we do and the job that everyone else does.

be courteous to all our guests and co-workers.

be a goodwill ambassador for Savoy

Hab

it (

16


We should:


Habit (19)

Habit (20)








Habit (18)


We practice lateral service for all- there is no –‘It is not my job’:

The HabitsH

ab

it (

17

)The Habits

It is the responsibility to each one of us to create a work environment of team work and lateral service so that the needs of our guest and each other are met.

The only way that all our guests will get what they want is when we all help each other in ensuring that.

“Remember that we are all working together towards a common goal -Guest Satisfaction and loyalty”

Practicing lateral service for all- there is no-‘It is not my job’

Concentrate on solving problems rather than placing blame.

We should adhere to the Service level agreements.

Co-operate within our own department and across others.

Trust each other and keep their trust. Co-operate and ask “Can I be of any

assistance?”

Hab

it (

17


Pointers:

Practicing lateral service for all- there is no-‘It is not my job’

Habit (19)

Habit (20)








Habit (18)


It should be noted that, we are being paid by our guests. Hence, we should always make sure we express our gratitude towards him/her.

The magic word “Thank you” will be used genuinely by all of us at the end of each guest interaction.

This is also the opportunity to welcome him back and/or take permission for our reappearance.

The HabitsH

ab

it (

18

)The Habits

We genuinely thank our guests for their support and patronage:


“Thank you Mr. /Ms. _________ for staying with us. It was a pleasure serving you”.

When: Every time our guest uses any facility of

the hotel. Every time the guest leaves our Hotel. Every time we finish the phone call.

The HabitsH

ab

it (

18

)The Habits

This can be done by saying for example,


Habit (19)

Habit (20)








Habit (18)


The HabitsH

ab

it (

20

)

personal use of Savoy Group property must always be in accordance with Group policy.

proper use of Savoy Group property, information resources, material, facilities and equipment is the responsibility of each one of us.

We are entrusted with Savoy Group resources and assets to perform our work. We are responsible for safeguarding Savoy Group funds, information, records, tools, and property. Therefore,

The Habits


The HabitsH

ab

it (

20

)

Use resources efficiently and effectively for official purposes

Treat departmental property with due care and ensure it is secured against misuse.

You should be economical and avoid waste of resources such as office facilities and equipment, including the use of tools, energy, water, food, etc.

We use and maintain the resources provided with the utmost care and respect as it reflects our values.

The Habits


Habit (19)

Habit (20)








Habit (18)


Hab

it (

20

)The Habits


Respect non-smoking signs. Be aware of the need to improve energy

efficiency and do actively identify and implement measures to reduce our energy consumption and costs to the hotel.

•Ensure lights and air conditioning in the hotel’s conference rooms and offices are switched off when the rooms are not in use.

•Report any water leak & ensure closing taps after wash.

•And others

We genuinely care about the environment

The HabitsH

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it (

20

)The Habits


We appreciate the importance of making a positive difference in the communities in which we work, live and interact with. In this regard, we do work in supporting a number of charities and sustainable events.

We genuinely care about our community & the society




People Development & Quality Assurance, September,2014Thank you.


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20 Habits of Savoy Group Hospitality

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