1. Summary Slide zService Standards zVerbal Means of Interaction zVisual Means of Interaction zGuest Conflict Resolution zEmpowerment zExercise Figure 14-1

2. Service Standards zEmployees in any industry need to have expectations made clear to them. A hotel that clearly defines its guest service guidelines will be able to hold employees accountable. That accountability helps management guide and evaluate employees. zService standards are dictated by employee interaction with guests. They interact verbally and visually. Figure 14-2

3. Verbal Means of Interaction zUse the appropriate greeting. zIdentify the time of day by saying “good morning” or “good evening.” zThe employee who greets a guest over the phone should also include their name and department and offer assistance in the greeting. Figure 14-3

4. Verbal Means of Interaction zPersonalize the conversation. zUse the appropriate title (i.e. Mr. or Ms.) zUse the guest’s name when known zIncorporate the personalization with the appropriate greeting “Good afternoon Mr. Smith.” zWhy is personalization so important? Figure 14-4

5. Verbal Means of Interaction zThank the guest after each activity. zListening allows employees to hear subtle hints and signals a guest gives out during communication. Letting the guest initiate the tone of the conversation also puts them at ease. zEmployees should avoid using jargon when they communicate with guests. Figure 14-5

6. Visual Means of Interaction zCommunicating with a genuine smile that accompanies a greeting or thank you reinforces the message. zA smile is very effective when incorporated into the 10x10 rule. zIn what situations might a smile not be appropriate? Figure 14-6

7. Visual Means of Interaction zBody language can be an important visual marker for rooms division employees. zCommon body language signals include: yCrossed arms may indicate a defensive posture yA guest who leans across the front desk during conversation may be aggressiv yStrong and consistent eye contact may indicate confidence yStrong firm handshakes may also indicate confidence Figure 14-7

8. Visual Means of Interaction zAn often overlooked aspect of visual communications is guest perception. zThe first and often most lasting perception an employee makes on a guest is the employee’s appearance. zAppearance is marked by: yGrooming yUniform yNametag Figure 14-8

9. Guest Conflict Resolution zBecause the hotel industry is a service industry that relies on people and an infrastructure to deliver a product, breakdowns can occur. zResolving a conflict to a guest’s satisfaction can “turn around” an unhappy guest and make them a satisfied guest. zThis resolution is best accomplished by adhering to the visual and verbal rules of guest service. Figure 14-9

10. Guest Conflict Resolution zListen first. zSummarize and restate the problem. zNo excuses. zResolve the problem. zDocument the conflict. zWhy are these steps so important? Figure 14-10

11. Empowerment zEmpowerment is defined as the ability and authority to satisfy guest complaints/requests within preset parameters. zWhenever issues arise, an empowered employee is able to take whatever action is they deem appropriate to solve the problem. zWhat is the importance of having preset parameters? Figure 14-11

12. International Travel Internet Exercise zInternational travelers coming to North America and those traveling abroad, need to learn about their destination prior to departure. zChoose a country you would like to visit and use the following sites to learn more about the country’s travel information: yhttp://www.state.gov yhttp://www.nciv.org yhttp://www.cia.gov Figure 14-12

13. International Travel Internet Exercise zOnce you have found your country, use the Internet to locate a hotel. Compare the rates offered to similar hotels in the U.S. Use this currency calculator to compare rates: yhttp://www.xe.com/ucc zNot sure of the room sizes? Use this metric converter to compare rooms: yhttp://www.worldwidemetric.com/metcal. htm Figure 14-13