American Resort Management Five Star Guest Service

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 going…you have to give permission to be “coached”. Find a way to make it fun!

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

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.

Five Star Service-a few pointers con’t Who are our “Front Line” Associates and how do they win and keep guests. What happens when guest service is not performed correctly-everyone loses—the Associate, the guest and the company.

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 doesn’t care

What’s In It For Me? It builds self esteem It’s uplifting It increases the level of job satisfaction It can increase my pay

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

Five Star Guest Service-Who Are Our Guests? Families Associations Wedding Parties Businesses Government Employees Religious Groups

Five Star Guest Service-Who Are Our Guests? Con’t 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: >Race>Gender >Color>Sexual Orientation >Creed>National Origin >Age>Disability >Religion>Veteran Status

Five Star Guest Service Front 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

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

Five Star Guest Service-Back of the House Con’t 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

Five Star Guest Service- The Five Steps Promptly Greet the Guest with a Smile >Use 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

Five Star Guest Service What 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 don’t complain but just don’t 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.

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

Five Star Guest Service- The Bottom Line Guest Service is Job One for every Associate at our property. Complaints=opportunities 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.

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

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%

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.

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