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AN EXPOSITION ON DELIVERING QUALITY GUEST SERVICE PART I© Diwakar Prasad
AN INTRODUCTION OF QUALITY GUEST SERVICEIN A BUYERS’ MARKET CUSTOMER IS KING SERVICE PROVIDED TO CUSTOMER MAKES OR BREAKS A FIRM IN TODAY’S WORLD NO FIRM OR COMPANY, EVEN THOUGH REMOTELY CONNECTED TO THE DIRECT SERVICE TO THE CUSTOMER, CAN THINK OF FUTURE GROWTH, NAY FUTURE SURVIVAL EVEN, BY NEGLECTING THEIR CUSTOMERS. © Diwakar Prasad
Now Let us look at Some Findings and Recommendations for Quality Guest Service -According to Accenture report published in OUTLOOK, Point of View, January 2008, No 1. © Diwakar Prasad
Finding # 1. Finding # 2. Finding # 3.SERVICE QUALITY IS THE LEADING REASON why consumers LEAVE a service provider and/or CHOOSE a new one Finding # 2. GUESTS’ EXPECTATIONS ARE RISING and it is increasing everyday, even in some cases, every moment. Finding # 3. THE GAP IS WIDENING BETWEEN THE SERVICE GUESTS EXPECT AND THE SERVICE THEY GET OR EXPERIENCE. © Diwakar Prasad
And finally, make a case for TRANSFORMING GUEST SERVICE.Recommendation # 1 Understanding WHAT MATTERS THE MOST TO THE GUESTS is very vital for delivering Quality Service. Recommendation # 2 Secondly, A GUEST-CENTRIC PERSPECTIVE IN SERVICE is what matters the most. Recommendation # 3 And finally, make a case for TRANSFORMING GUEST SERVICE. © Diwakar Prasad
Now let us look at the other way of Quality Guest ServiceFrom the Point of View of GUEST SATISFACTION INDEX i.e., WHAT MATTERS THE MOST TO THE GUEST © Diwakar Prasad
Ratings Overall satisfaction ReservationThis score is based on how guests rate their overall satisfaction with the hotel. Reservation This score is based on how guests rate the phone or online reservation process, including getting through to a representative, courtesy of reservation staff, ease of booking, availability of booking options/packages, knowledge of staff and usefulness of internet © Diwakar Prasad
Check-In/Check-Out: Guest RoomThis score is based on how guests rate the check-in/check-out process, including speed of checking in/out, billing and staff knowledge and courtesy. Guest Room This score is based on how guests rate the bathroom amenities, bed comfort and room smell. © Diwakar Prasad
Food & Beverage Hotel ServicesThis score is based on how guests rate the menu choices, quality of food, and speed of room service. Hotel Services This score is based on how guests rate the business center, recreational facilities and concierge. © Diwakar Prasad
Hotel Facilities Costs & FeesThis score is based on how guests rate the parking, hotel exterior/interior and security/safety Costs & Fees This score is based on how guests rate the price paid for the room, food and beverage, telephone, Internet connectivity, amenities and hotel services. © Diwakar Prasad
After having seen the findings, there are TWO ways of resolving the issue of Delivering Quality Guest Service The First way is through hunch (intuition) or following the time proven practices, and, The Second way is using Scientific Method based on Service Research and Findings We will see both the methods but the full exposition of the second method will be explored in the next © Diwakar Prasad
BASED ON HUNCH (INTUITION) OR TIME PROVEN PRACTICESTHE FIRST METHOD BASED ON HUNCH (INTUITION) OR TIME PROVEN PRACTICES © Diwakar Prasad
DEALING WITH GUESTS One can become competent in dealing with guests by:- Enjoying while serving people Talking to them And One can learn from:- Experience, i.e., by remembering each new situation, Observation i.e., by noting how others at work deal with people and situations, success as well as failures. © Diwakar Prasad
UNDERSTANDING GUESTS NEEDS AND REQUIREMENTSLet us Answer the following questions first:- Why do the guests choose a particular restaurant or bar only? Are they regulars? Were they just passing by? Are they locals meeting their friends here? Have they heard about the friendly service here? © Diwakar Prasad
OUTCOMES OF THE GUESTS’ VISITS DEPEND ONHOW SATISFIED THE GUESTS ARE i.e., How well their requirements are met, One’s UNDERSTANDING of what these (requirements) are, And the Delivery of QUALITY SERVICE. © Diwakar Prasad
DELIVERY OF QUALITY SERVICE MEANSNew guests come because they have been told “HOW GOOD THE STAFFS OR EMPLOYEES OF THAT PARTICULAR RESTAURANT OR BAR ARE” New guests return Regulars stay LOYAL All customers enjoy their visits, and spend more © Diwakar Prasad
EXAMPLES OF QUALITY SERVICEEvery NEW guests are acknowledged within 30 seconds of entering the restaurant or bar No guest should wait for more than 2 minutes before being served All customers leaving should be THANKED and given the appropriate greetings e.g., “thank you for your visit Mr.__/Ms.__, hope to see you again and good night/ goodbye” © Diwakar Prasad
WHAT IS QUALITY SERVICESPEEDY HELPFUL, and POLITE SERVICE © Diwakar Prasad
SOME MORE EXAMPLES OF QUALITY SERVICEBusiness people expect what they want to be available QUICKLY LOCALS NEED LESS SPEED but expect their drink/ favorite dish to be known and their usual seat to be available OLDER PEOPLE like polite and formal service, e.g., “yes sir” “yes madam” and “who keep their distance” But then YOUNGER PEOPLE like informality and friendliness. © Diwakar Prasad
ANSWERING GUESTS’ ENQUIRIESIt gives good impression if ONE can give helpful replies to questions about: The range of food and drinks available Other facilities available in the hotel Other restaurants, hotels etc belonging to the company you work for The local area and what is going on, where to visit, local leisure centers etc. Services they would like e.g., to book a table in the restaurant, leave a message for another guest etc. AND GUESTS APPRECIATE SUCH SERVICES. © Diwakar Prasad
BUT THEN CONSIDER THESE WHILE PROVIDING SUCH SERVICESPROVIDING INFORMATION AND HELP One’s aim must be to deal with every question helpfully HOW MUCH CAN YOU HELP Some questions require decisions one should not take INFORMATION THAT IS NOT DISCLOSABLE Some questions require careful handling so as to avoid giving confidential information that the questioner is looking for © Diwakar Prasad
Dealt with well, unhappy customers can become regulars.GUESTS’ COMMENTS Positive e.g., “we have had a great time, thanks!” Negative e.g., “Oh are these the only non-alcoholic drinks you have?” Neutral Most dangerous Dealt with well, unhappy customers can become regulars. © Diwakar Prasad
Some guidelines on dealing with complaintsListen to the complaint until guest has finished speaking. Do not interrupt, even when you know you will be asking someone else to handle the situation Apologize properly and sincerely, but do not admit that you or your company is at fault. Do not make excuses or blame anyone else Never argue or disagree. You must react as if the customers are right, even when you believe otherwise or think your manager will take a different view. © Diwakar Prasad
Continued…. Keep calm and remain polite,If appropriate, consider offering a replacement or an alternative dish/drink If providing a replacement or alternative, do this as quickly as possible, with another apology for inconvenience. Check that the new dish/ drink is satisfactory. Complete the special order form so that there is no problem with cash or stock control. © Diwakar Prasad
Continued….. Never offer something that you can not providefor example, consider the situation what would happen if the guest accepts your suggestion of another dish/ drink and that has gone out of stock Thank the guest for bringing the matter to your attention – if said with feeling, this will show the guest that you are genuine in your efforts to put things right. © Diwakar Prasad
HEALTH AND SAFETY ISSUESREMEMBER THAT We, the servers as well as the company in which we are working, have legal responsibility for the health and safety of our guests or anyone else visiting our place Guests may seek compensation for injuries suffered Hence in case of guests’ health and safety issues come under question mark “DO NOT ARGUE AND LEAVE THE MATTER TO THE MANAGEMENT AND THE EXPERTS TO DEAL WITH”. © Diwakar Prasad
GROOMING THAT IS THE WAY YOU LOOKYour appearance should give the impression that you are FRIENDLY CLEAN SMART ORDERLY ORGANISED If you are IMMACULATE, your guest will be convinced that everything else is equally clean and fresh !! © Diwakar Prasad
SOME DOs Check that Your uniform fits, is clean and well pressedName badge is on Hair is clean and tidy Personal freshness is OK – use a deodorant if required Hands and fingernails are clean Posture is upright and confident Jewellery is not excessive © Diwakar Prasad
SOME DONTS It is most important NOT to Play with your nailsLook at your watch Yawn Bite your nails fidget with jewellery Pick your nose Sneeze without a handkerchief © Diwakar Prasad
REMEMBER YOU ARE THE CENTRE OF ATTENTION TAKE PRIDE IN YOUR APPEARANCEOUR GUESTS EXPECT IT YOU WILL FEEL BETTER FOR IT © Diwakar Prasad
In Part II we will deal with the Second way (or METHOD) of resolving the issue of DELIVERING QUALITY GUEST SERVICE BY using Scientific Method based on Service Research and Findings © Diwakar Prasad
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