Interactions with your Boss the Guest

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Interactions with your Boss the Guest
Presented by Mary Foltz of Service Counts! PTLA
Lodging Conference May 15, 2007
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Service Counts!
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Its all about Guest InterACTION!
Service Counts!
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Why Guests Leave

• 5 Miscellaneous reasons
• 15 Better product
• 15 Cheaper somewhere else
• 20 Lack of personal attention
• 45 Service rude or unhelpful
• Source Forum Corp.

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Comments from Survey Conducted by Service Counts!
Having the manager take note of my presence
would be very impressive. Pleasant
interactions are key to the experience. If the
staff isn't pleasant, informative and helpful it
could certainly make a great hotel merely good.
I feel that the pride for the 'product' starts
with the leadership team.  When I see the
managers taking an interest in the guests, that
tells me that the employees have the opportunity
to witness someone paying attention to the most
important element of the operation - the
GUEST! My entire reason for returning to a
hotel is based upon the personal interaction of
not only a previous stay but with the staff
during any interaction arranging for a room, etc.
I am also somewhat influenced by reports from
friends or acquaintances.
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Who do you Influence?
Your Guests
Your Employees
Your Peers
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The Service Leaders Role

• Generating a spirit of service
• Leading by example
• Developing your people
• Building trust
• Focus the organization on guests needs

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Front Desk
Marketing/Sales
Reservations
GUEST
Housekeeping
Engineering
Accounting
Guest Services
Food Beverage
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Informal Formal
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Informal InterACTIONS

• Greet guests in public spaces
• Escort guests to their guestroom
• Serve beverages in restaurant
• Offer a tour of property
• Be Available!

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Formal InterACTIONS

• Weekly Breakfast with Guests
• Host a Managers Hour
• Roundtable Sessions with Staff
• Written Correspondence

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Aspire to Inspire!
Service Counts!
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Thank You!
Mary Foltz, Service Counts! 717.679.0782 serviceco
unts_at_comcast.net