Summary Slide

Service Standards
Verbal Means of Interaction
Verbal Means of Interaction
Verbal Means of Interaction
Visual Means of Interaction
Visual Means of Interaction
Visual Means of Interaction
Guest Conflict Resolution
Guest Conflict Resolution
Empowerment
Exercise
Figure 14-1
Service Standards
Employees 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.
Service standards are dictated by employee
interaction with guests. They interact
verbally and visually.
Figure 14-2
Verbal Means of
Interaction
Use the appropriate greeting.
Identify the time of day by saying good
morning or good evening.
The employee who greets a guest over
the phone should also include their name
and department and offer assistance in
the greeting.

Figure 14-3
Verbal Means of
Interaction
Personalize the conversation.
Use the appropriate title (i.e. Mr. or Ms.)
Use the guests name when known
Incorporate the personalization with the
appropriate greeting Good afternoon Mr.
Smith.
Why is personalization so important?

Figure 14-4
Verbal Means of
Interaction
Thank the guest after each activity.
Listening 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.
Employees should avoid using jargon when
they communicate with guests.
Figure 14-5
Visual Means of
Interaction
Communicating with a genuine smile that
accompanies a greeting or thank you
reinforces the message.
A smile is very effective when
incorporated into the 10x10 rule.
In what situations might a smile not be
appropriate?
Figure 14-6
Visual Means of
Interaction
Body language can be an important visual
marker for rooms division employees.
Common body language signals include:
Crossed arms may indicate a defensive
posture
A guest who leans across the front desk
during conversation may be aggressiv
Strong and consistent eye contact may
indicate confidence
Strong firm handshakes may also indicate
confidence
Figure 14-7
Visual Means of
Interaction
An often overlooked aspect of visual
communications is guest perception.
The first and often most lasting perception an
employee makes on a guest is the employees
appearance.
Appearance is marked by:
Grooming
Uniform
Nametag
Figure 14-8
Guest Conflict Resolution
Because the hotel industry is a service industry
that relies on people and an infrastructure to
deliver a product, breakdowns can occur.
Resolving a conflict to a guests satisfaction can
turn around an unhappy guest and make them
a satisfied guest.
This resolution is best accomplished by adhering
to the visual and verbal rules of guest service.
Figure 14-9
Guest Conflict Resolution
Listen first.
Summarize and restate the problem.
No excuses.
Resolve the problem.
Document the conflict.

Why are these steps so important?
Figure 14-10
Empowerment
Empowerment is defined as the ability
and authority to satisfy guest
complaints/requests within preset
parameters.
Whenever issues arise, an empowered
employee is able to take whatever action
is they deem appropriate to solve the
problem.
What is the importance of having preset
parameters?
Figure 14-11
International Travel
Internet Exercise
International travelers coming to North
America and those traveling abroad, need
to learn about their destination prior to
departure.
Choose a country you would like to visit
and use the following sites to learn more
about the countrys travel information:
http://www.state.gov
http://www.nciv.org
http://www.cia.gov
Figure 14-12
International Travel
Internet Exercise
Once 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:
http://www.xe.com/ucc
Not sure of the room sizes? Use this metric
converter to compare rooms:
http://www.worldwidemetric.com/metcal.
htm
Figure 14-13