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© Diwakar Prasad 1 AN EXPOSITION ON DELIVERING QUALITY GUEST SERVICE PART I.

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Presentation on theme: "© Diwakar Prasad 1 AN EXPOSITION ON DELIVERING QUALITY GUEST SERVICE PART I."— Presentation transcript:

1 © Diwakar Prasad 1 AN EXPOSITION ON DELIVERING QUALITY GUEST SERVICE PART I

2 2© Diwakar Prasad AN INTRODUCTION OF QUALITY GUEST SERVICE IN A BUYERS MARKET CUSTOMER IS KING IN A BUYERS MARKET CUSTOMER IS KING SERVICE PROVIDED TO CUSTOMER MAKES OR BREAKS A FIRM IN TODAYS WORLD SERVICE PROVIDED TO CUSTOMER MAKES OR BREAKS A FIRM IN TODAYS 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. 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.

3 3© 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.

4 4© Diwakar Prasad Finding # 1. SERVICE QUALITY IS THE LEADING REASON why consumers LEAVE a service provider and/or CHOOSE a new one 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. 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. THE GAP IS WIDENING BETWEEN THE SERVICE GUESTS EXPECT AND THE SERVICE THEY GET OR EXPERIENCE.

5 5© Diwakar Prasad Recommendation # 1 Understanding WHAT MATTERS THE MOST TO THE GUESTS is very vital for delivering Quality Service. Understanding WHAT MATTERS THE MOST TO THE GUESTS is very vital for delivering Quality Service. R 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.

6 6© Diwakar Prasad Now let us look at the other way of Quality Guest Service From the Point of View of GUEST SATISFACTION INDEX i.e., WHAT MATTERS THE MOST TO THE GUEST

7 7© Diwakar Prasad Ratings 1. Overall satisfaction This score is based on how guests rate their overall satisfaction with the hotel. This score is based on how guests rate their overall satisfaction with the hotel. 2. 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 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

8 8© Diwakar Prasad 3. Check-In/Check-Out: This 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. This 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. 4. Guest Room This score is based on how guests rate the bathroom amenities, bed comfort and room smell. This score is based on how guests rate the bathroom amenities, bed comfort and room smell.

9 9© Diwakar Prasad 5. Food & Beverage This score is based on how guests rate the menu choices, quality of food, and speed of room service. This score is based on how guests rate the menu choices, quality of food, and speed of room service. 6. Hotel Services This score is based on how guests rate the business center, recreational facilities and concierge. This score is based on how guests rate the business center, recreational facilities and concierge.

10 10© Diwakar Prasad 7. Hotel Facilities This score is based on how guests rate the parking, hotel exterior/interior and security/safety This score is based on how guests rate the parking, hotel exterior/interior and security/safety 8. 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. This score is based on how guests rate the price paid for the room, food and beverage, telephone, Internet connectivity, amenities and hotel services.

11 11© 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 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 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

12 12© Diwakar Prasad THE FIRST METHOD THE FIRST METHOD BASED ON HUNCH (INTUITION) OR TIME PROVEN PRACTICES

13 13© Diwakar Prasad DEALING WITH GUESTS One can become competent in dealing with guests by:- One can become competent in dealing with guests by:- Enjoying while serving people Enjoying while serving people Talking to them Talking to them And One can learn from:- And One can learn from:- Experience, i.e., by remembering each new situation, 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. Observation i.e., by noting how others at work deal with people and situations, success as well as failures.

14 14© Diwakar Prasad UNDERSTANDING GUESTS NEEDS AND REQUIREMENTS Let us Answer the following questions first:- Let us Answer the following questions first:- Why do the guests choose a particular restaurant or bar only? Why do the guests choose a particular restaurant or bar only? Are they regulars? Are they regulars? Were they just passing by? Were they just passing by? Are they locals meeting their friends here? Are they locals meeting their friends here? Have they heard about the friendly service here? Have they heard about the friendly service here?

15 15© Diwakar Prasad OUTCOMES OF THE GUESTS VISITS DEPEND ON HOW SATISFIED THE GUESTS ARE i.e., HOW SATISFIED THE GUESTS ARE i.e., How well their requirements are met, How well their requirements are met, Ones UNDERSTANDING of what these (requirements) are, Ones UNDERSTANDING of what these (requirements) are, And the Delivery of QUALITY SERVICE. And the Delivery of QUALITY SERVICE.

16 16© Diwakar Prasad DELIVERY OF QUALITY SERVICE MEANS New guests come because they have been told HOW GOOD THE STAFFS OR EMPLOYEES OF THAT PARTICULAR RESTAURANT OR BAR ARE New guests come because they have been told HOW GOOD THE STAFFS OR EMPLOYEES OF THAT PARTICULAR RESTAURANT OR BAR ARE New guests return New guests return Regulars stay LOYAL Regulars stay LOYAL All customers enjoy their visits, and spend more All customers enjoy their visits, and spend more

17 17© Diwakar Prasad EXAMPLES OF QUALITY SERVICE Every NEW guests are acknowledged within 30 seconds of entering the restaurant or bar Every 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 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 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

18 18© Diwakar Prasad WHAT IS QUALITY SERVICE SPEEDY SPEEDY HELPFUL, and HELPFUL, and POLITE SERVICE POLITE SERVICE

19 19© Diwakar Prasad SOME MORE EXAMPLES OF QUALITY SERVICE Business people expect what they want to be available QUICKLY Business 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 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 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. But then YOUNGER PEOPLE like informality and friendliness.

20 20© Diwakar Prasad ANSWERING GUESTS ENQUIRIES It gives good impression if ONE can give helpful replies to questions about: The range of food and drinks available The range of food and drinks available Other facilities available in the hotel Other facilities available in the hotel Other restaurants, hotels etc belonging to the company you work for 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. 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. 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.

21 21© Diwakar Prasad BUT THEN CONSIDER THESE WHILE PROVIDING SUCH SERVICES PROVIDING INFORMATION AND HELP PROVIDING INFORMATION AND HELP Ones aim must be to deal with every question helpfully Ones aim must be to deal with every question helpfully HOW MUCH CAN YOU HELP HOW MUCH CAN YOU HELP Some questions require decisions one should not take Some questions require decisions one should not take INFORMATION THAT IS NOT DISCLOSABLE INFORMATION THAT IS NOT DISCLOSABLE Some questions require careful handling so as to avoid giving confidential information that the questioner is looking for Some questions require careful handling so as to avoid giving confidential information that the questioner is looking for

22 22© Diwakar Prasad GUESTS COMMENTS Positive Positive e.g., we have had a great time, thanks! e.g., we have had a great time, thanks! Negative Negative e.g., Oh are these the only non-alcoholic drinks you have? e.g., Oh are these the only non-alcoholic drinks you have? Neutral Neutral Most dangerous Most dangerous Dealt with well, unhappy customers can become regulars.

23 23© Diwakar Prasad Some guidelines on dealing with complaints Listen 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 Listen 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. Apologize properly and sincerely, but do not admit that you or your company is at fault. Do not make excuses or blame anyone else 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. 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.

24 24© Diwakar Prasad Continued…. Keep calm and remain polite, Keep calm and remain polite, If appropriate, consider offering a replacement or an alternative dish/drink If appropriate, consider offering a replacement or an alternative dish/drink If providing a replacement or alternative, If providing a replacement or alternative, 1. do this as quickly as possible, 2. with another apology for inconvenience. 3. Check that the new dish/ drink is satisfactory. 4. Complete the special order form so that there is no problem with cash or stock control.

25 25© Diwakar Prasad Continued….. Never offer something that you can not provide Never offer something that you can not provide for example, consider the situation what would happen if the guest accepts your suggestion of another dish/ drink and that has gone out of stock for 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. 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.

26 26© Diwakar Prasad HEALTH AND SAFETY ISSUES REMEMBER THAT REMEMBER 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 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 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. 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.

27 27© Diwakar Prasad GROOMING THAT IS THE WAY YOU LOOK Your appearance should give the impression that you are FRIENDLY FRIENDLY CLEAN CLEAN SMART SMART ORDERLY ORDERLY ORGANISED ORGANISED If you are IMMACULATE, your guest will be convinced that everything else is equally clean and fresh !!

28 28© Diwakar Prasad SOME DOs Check that Your uniform fits, is clean and well pressed Your uniform fits, is clean and well pressed Name badge is on Name badge is on Hair is clean and tidy Hair is clean and tidy Personal freshness is OK – use a deodorant if required Personal freshness is OK – use a deodorant if required Hands and fingernails are clean Hands and fingernails are clean Posture is upright and confident Posture is upright and confident Jewellery is not excessive Jewellery is not excessive

29 29© Diwakar Prasad SOME DONTS It is most important NOT to Play with your nails Play with your nails Look at your watch Look at your watch Yawn Yawn Bite your nails Bite your nails fidget with jewellery fidget with jewellery Pick your nose Pick your nose Sneeze without a handkerchief Sneeze without a handkerchief

30 30© Diwakar Prasad REMEMBER YOU ARE THE CENTRE OF ATTENTION YOU ARE THE CENTRE OF ATTENTION TAKE PRIDE IN YOUR APPEARANCE TAKE PRIDE IN YOUR APPEARANCE OUR GUESTS EXPECT IT OUR GUESTS EXPECT IT YOU WILL FEEL BETTER FOR IT YOU WILL FEEL BETTER FOR IT

31 31© 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


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