American Resort Management Five Star Guest Service

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American Resort ManagementFive Star Guest Service
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Vision

• Fundamental Commitment
• Enroll in the vision-by making a fundamental
  personal promise to live it. You must believe in
  the vision and see the value of the vision.
• Be the Vision-Start with yourself and hold
  yourself accountable to living the vision every
  day. The vision will only come true when
  everyone is being it every day.
• Coach It-Empower the vision community to coach
  each other all day, every day. You have to help
  each other to keep the vision goingyou have to
  give permission to be coached.
• Find a way to make it fun!

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Objectives

• Understand our Guest View Summary
• What does our guest think of our service?
• What are our guests expectations?
• ARM Guest Service Standards
• Service Recovery-how to handle complaints.
• What will bring our guests back tomorrow?
• -Five Star Extreme Guest Service!

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Five Star Guest Service-a few pointers

• In hospitality, there is no solitary work.
• How moods, tempers, expectations, and
  misunderstandings effect service.
• What is psychological energy, and how does it
  effect service?
• What is emotional labor-meeting, greeting,
  controlling attitudes, making the effort to
  serve, satisfy and understand our guests.

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Five Star Service-a few pointers cont

• Who are our Front Line Associates and how do
  they win and keep guests.
• What happens when guest service is not performed
  correctly-everyone losesthe Associate, the
  guest and the company.

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Some Common Roadblocks to Five Star Service

• Fouled-up systems or procedures
• Poor product
• Inadequate or faulty equipment
• Work overload
• Lack of job training or knowledge
• Poor co-worker attitude
• Management just doesnt care

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Whats In It For Me?

• It builds self esteem
• Its uplifting
• It increases the level of job satisfaction
• It can increase my pay

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Two Great Strategies

• Manage the relationship
• -take the initiative
• -be positive
• -make the guest feel special
• Manage the transaction
• -listen and understand (ask questions)
• -be helpful
• -take initiative
• -make it personal
• -show appreciation
• -invite the guest back

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Five Star Guest Service-Who Are Our Guests?

• Families
• Associations
• Wedding Parties
• Businesses
• Government Employees
• Religious Groups

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Five Star Guest Service-Who Are Our Guests?
Cont

• Every Guest is entitled to be treated with
  dignity and respect. All of our guest are
  guaranteed fair treatment by every person at the
  Resort.
• Fair treatment means that at all times we will
  respect a guests
• gtRace gtGender
• gtColor gtSexual Orientation
• gtCreed gtNational Origin
• gtAge gtDisability
• gtReligion gtVeteran Status

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Five Star Guest ServiceFront Line Associates

• Our front line Associates impact the following
  Guest service directly
• Overall Service
• Warm, friendly welcome
• Restaurant Atmosphere/Comfort
• Warm, friendly welcome
• Overall check in experience
• Responsiveness to needs
• Professional appearance
• Genuine, caring attitude
• Warm, friendly attitude
• Overall check out experience
• Overall dining experience
• Room Service-Timeliness of order
• Room Service-Food Temperature

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Five Star Guest Service-Back of the House

• These are the things that are affected by
  Associates who work in the back of the house
• Overall Service
• Overall physical condition
• Appearance of hotel exterior/grounds
• Condition of Lobby/Reception area
• Fresh, up-to-date appearance of hotel
• Warm friendly welcome
• Responsiveness to needs
• Professional appearance
• Genuine, caring attitude
• Warm, friendly farewell
• Cleanliness of room
• Condition of room/furnishing
• Cleanliness/condition of bedding
• Comfort of mattress

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Five Star Guest Service-Back of the House Cont

• Comfort of pillows
• Cleanliness/condition of carpet
• Operation of heating/AC
• Ease of using internet system
• Overall workspace
• Lighting in guestroom
• Feeling of safety/security
• Bathroom cleanliness
• Physical condition of bathroom
• Selection/quality of bath amenities
• Lighting in bathroom
• Sleep quality vs. other hotels
• Condition of swimming pool/area
• Comfort of meeting rooms
• Food quality/meetings

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Five Star Guest Service-The Five Steps

• Promptly Greet the Guest with a Smile
• gtUse the 20/10 Foot Rule
• -within 20 feet look up, smile and greet the
  guest
• -within 10 feet, greet the guest
• Make Eye Contact
• Be Friendly
• Listen and Respond Politely
• Say good-bye and invite the guest back

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Five Star Guest ServiceWhat happens when service
fails?

• Sometimes we do the best we can and for some
  reason our service delivery fails. What do we do
  then?
• When a guest is dissatisfied with our service, we
  have to recover and fix the problem/address the
  issue.
• We lose business when guests dont complain but
  just dont come back.
• It also affects business in other ways-sales,
  staffing, morale, reputation, and company growth.
• Think of guest complaints as a gift we value-they
  help us to get better at what we do.

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Five Star Guest Service-Service Recovery

• The LEARN Process
• L-Listen
• E-Empathize
• A-Apologize
• R-React to fix the problem
• N-Notify a Manager

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Five Star Guest Service-The Bottom Line

• Guest Service is Job One for every Associate at
  our property.
• Complaintsopportunities to turn negative
  situations into positive return business.
• We want every guest to want to return and to tell
  their friends, neighbors and co-workers about us.

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Five Star Guest Service

• 12 Guest Service Questions related to the hotels
  service and products
• Overall Satisfaction
• Likelihood to Recommend
• Value Received
• Overall Rating/Similar Hotels
• Overall Service
• Warm/Friendly Welcome
• Cleanliness of Room
• Restaurant Atmosphere/Comfort
• Condition of Swimming Pool/Area
• Condition of Fitness Equipment
• Comfort of Meeting /rooms
• Did you experience any problems

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Five Star Customer Service-How Are We Doing?

• We receive two scores
• Overall Satisfaction or OSAT
• Guest Satisfaction Index or GSI
• Dec. 07 week 3
• OSAT-96.88 Goal -80.0
• GSI88.54-Goal 80.0
• Dec. 07 week 4
• OSAT-81.25 Goal-80.0
• GSI-74.10 Goal 80.0
• Jan. 08 week 1
• OSAT-69.79-Goal 82.0
• GSI 60.98 Goal 81.0

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Five Star Guest Service

• We are in the business of providing service to
  our guests. To ensure that everyone understands
  how important 100 guest satisfaction is to our
  company, we will have you sign off on our Five
  Star Guest Service policy and procedure. If you
  have any questions, please let us know. You may
  speak to your Department Director or Manager, or
  the Director of Human Resources.

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Five Star Guest Service

• Remember that Five Star Service is to be given to
  every guest in every transaction.