Guests Are Like a Box of Chocolates!
Today is about…….. Front desk is where the action is Your are the 1st and last impression What do you need You are the principal Salesperson Other than that------
It’s like a box of Chocolates
How are your guests like a “Box of Chocolates”?
Name 4 types of guests that stay at your hotel
What’s important to that type of guest?
Write down the notes
before you forget!
You never get a second chance at a good first impression!
What factors help form a guest’s first impression of your hotel and staff?
Different departments – have an impact on a guest 1st impression
Discuss a 1st impression of a place, business
or person you had and what influence did
it have on you?
Keeping Customers Cost Less Costs 5-7 times as much to attract new guests
as it does to keep the ones you have
Guests have high expectationsIf you don’t deliver – your competition will!
What is your policy on handling guest problems or discrepancies?
Bad News Travels Faster
Why do people share bad
experiences more willingly
than good ones?
Identify a bad experience
you’ve had
Guests Problems are OpportunitiesWhy is it difficult for a guest when they are
away from home?
When you travel what makes it difficult for you?
How does the resolution of a guest problem reflect on other departments?
Bakers Dozen
What are some examples
of value added service that
you can do?
Write down the notes
before you forget!
Personal appearance
Professional appearance vs. guests
sense of value
What is your hotels policy?
Front Desk Communications
How do you communicate with other departments?
Why must there be a form of communication?
Not what you say-But how youSmile It
What is your hotel’s policy for answering the phone?
Should you ask the caller to hold?
Identify prior to transferring a call
Wake up calls
Large part of communications happens over the phone.
Answer with a smile in your voice and always use
guest name when possible.
REMEMBER………
RESERVATIONS
Listening
Features & Benefits
Objections
What kind of reservation information is accuracy especially important?
What questions can be asked of the caller to clarify their needs?
Features & BenefitsFEATURES
A prominent characteristicor something offered as a
special attraction
BENEFITS
Something that isadvantageous
A feature means nothing unless there is a clear benefit
Pose your hotels features as benefits
List three of your hotels “features” and “benefits
I OBJECT!!!
How can you overcome objections?
Service During the Stay Service begins 1st point of contact to the last What do you tell a guest when you don’t have
an immediate answer? Many inquiries test your knowledge of the hotel
and surrounding area – how can you assist? Why should you ask if the guest stay was
satisfactory? What if they say no?
Guest Problems are OpportunitiesWorld today is all about instant gratification
24 hour serviceOvernightImmediate
Today’s customer knows what they can get, what they want and when they want it.
How do you record and track complaints?
What happens by blaming problems on others?
Guests who are unhappy have the same needs as other guests
Extra special treatment and………….
Guests want to know you are listening to what they have to say and are sincerely trying to understand
How do you solve a guest problem?
Smile and Greet Talk and listen Anticipate needs Resolve
To Take with YouDo less than the customer expects and service is
perceived as bad
Do exactly what customers expect and service is perceived as good
Do more than customers expect and service is perceived as superior!!