A MOMENT TO REMEMBER

HELMY VRAMERRYAN

SERVICE EXCELLENCE TRAINING IAUGUST 22-23, 2012

BE ALERT TO GIVE SERVICE. WHAT COUNTS A GREAT DEAL IN LIFE IS WHAT WE DO FOR OTHERS.

ANONYMOUS

AT THE END OF THE TRAINING …

1. Understand the importance of excellent service in the hotel industry

2. Have to possess excellent service attitude toward customers

3. Increase MY revenue

FACT ABOUT CUSTOMERS

Who is our GUESTs?

- the most important person in the business

- not a cold figure or numbers in statistic

- a human being with feelings, emotions, biases, prejudices

- not someone to argue or debate with

- always wins an argument and always right most of the time

??

FACT ABOUT CUSTOMERS

Is all our GUESTsimportant?

CUSTOMERS ARE THE MOST IMPORTANT VISITORS ON OUR PREMISES. THEY ARE NOT DEPENDENT ON US – WE ARE DEPENDENT ON THEM.

UNKNOWN

FACT ABOUT CUSTOMERS

Why guests complaints & leave?

- poor service - rudeness - disrespect - lack of courtesy - poor work attitudes

F A C T S !

66 90

1=9

CUSTOMERS DIS-SATISFACTION RESULTS …

Offensive action

- Menuntut ganti rugi - Law suit- Komplain ke media- Komplain ke otoritas

yang berwenang

Silent action

- Pindah ke lain hati- Menyebarkan complain- Mempengaruhi orang

lain

F A C T S !

DO NOT LET THIS HAPPENED!

CUSTOMERS SATISFACTION RESULTS …

STEP #1: HAVE THE RIGHT ATTITUDE

DOI AM SINCERE AND I WANT TO HELPI AM ALWAYS PREPAREDI TAKE TIME TO BREATH AND CONTROL MY RESPONSEI ALWAYS MAINTAIN A GOOD, POSITIVE FRAME OF MINDI BELIEVE IN WHAT I AM DOING

DON’TX Think when your shift finishesX Think your personal problemsX Think negativitiesX Assume

FOR THE RIGHT ATTITUDE…

SAYA TULUS IKHLAS!SAYA MAU MENOLONG!SAYA SELALU SIAP!SAYA TENANG DAN TIDAK PANIK!SAYA SELALU BERPIKIR POSITIF!SAYA YAKIN YANG SAYA KERJAKAN!SAYA SELALU SENYUM!

SHOUT!

STEP #2: UNDERSTAND YOUR CUSTOMERS

Heart felt/Empathy

Spontaneity

Curiosity

STEP #2: UNDERSTAND YOUR CUSTOMERS

CARE

COMMITTED TO SERVE PASSIONATELY AND SINCERELYC

AATTENTIVE TOO WHAT GUESTS

WANT

R RESPONSIVE AND DON’T DELAY

EENTHUSIASTIC TO FULFIL GUESTS

REQUIREMENTS

STEP #3: DEVELOP IMPRESSIVE PERSONALITY

AppearanceAppearance

ExpressionsExpressions

IntelligenceIntelligence

EmotionsEmotions

InterestsInterests

Social adaptationSocial adaptation

STEP #3: DEVELOP IMPRESSIVE PERSONALITY

Are you neat? Are you careful about cleanliness? Do you have a good posture? Do you watch your facial expression? Do you have a ready SMILE? Do you have a weird manners?

AppearanceAppearance

STEP #3: DEVELOP IMPRESSIVE PERSONALITY

Do you have pleasant modulated tone of voice? Are you smart to choose your words? Do you show interest in your expressions?

ExpressionsExpressions

STEP #3: DEVELOP IMPRESSIVE PERSONALITY

Have an effort to improve memory? Are you observant? Are you attentive? Are you mature? Are you understanding/thoughtful? IntelligenceIntelligence

STEP #3: DEVELOP IMPRESSIVE PERSONALITY

Are you cool? Is your temper under control? Are you discipline yourself? Do you avoid self-pity?

EmotionsEmotions

STEP #3: DEVELOP IMPRESSIVE PERSONALITY

Do you read books/mags? Do you attend course? Do you have knowledge of music or science? Do you have a hobby?

InterestsInterests

STEP #3: DEVELOP IMPRESSIVE PERSONALITY

Are you sympathetic? Are you thoughtful? Do you talk less and listen more? Do you try to help others as far as you can?

Social adaptationSocial adaptation

Vocal ImpactHow you say

Verbal ImpactWhat you say

Visual ImpactHow you look

STEP #4: I AGREE TO …

Be enthusiastic Act in a positive and cheerful manner Do the best for our guests Make good first impression and memorable

1. WHAT MAKES CUSTOMERS COMPLAIN?

2. WHAT ATTEMPT CAN YOU & YOUR DEPARTMENT DO TO MEET STANDARD SERVICES?

3. IMAGINE WHAT CAN YOU DO TO MAKE YOUR GUESTS HAPPIER AND SURPRISE WITH YOUR SERVICE?

Let’s discuss …

Be everywhere, do everything, and never fail to astonish the customer. Macy's Motto