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

2. AN INTRODUCTION OF QUALITY GUEST SERVICE
IN 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

3. 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

4. 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

5. 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

6. 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
© Diwakar Prasad

7. Ratings Overall satisfaction Reservation
This 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

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

9. Food & Beverage Hotel Services
This 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

10. Hotel Facilities Costs & Fees
This 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

11. 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

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

13. 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

14. UNDERSTANDING GUESTS NEEDS AND REQUIREMENTS
Let 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

15. OUTCOMES OF THE GUESTS’ VISITS DEPEND ON
HOW 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

16. 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 return
Regulars stay LOYAL
All customers enjoy their visits, and spend more
© Diwakar Prasad

17. EXAMPLES OF QUALITY SERVICE
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
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

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

19. SOME MORE EXAMPLES OF QUALITY SERVICE
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
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

20. ANSWERING GUESTS’ ENQUIRIES
It 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

21. BUT THEN CONSIDER THESE WHILE PROVIDING SUCH SERVICES
PROVIDING 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

22. 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

23. 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
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

24. 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

25. Continued….. 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
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

26. HEALTH AND SAFETY ISSUES
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
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

27. GROOMING THAT IS THE WAY YOU LOOK
Your 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

28. SOME DOs Check that Your uniform fits, is clean and well pressed
Name 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

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

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

31. 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