Module 1.Hospitality Industry Module One

Module 1.Hospitality Industry Module One

2. PROFESSIONAL SKILLS DEVELOPMENT
A n e n d-to-e n d L e a r n i n g & D e v e l o p m e n t s o l u t i o n p r o v i d e r s p e c i a l i z i n g i n t h e s e r v i c e i n d u s t r y
DESIGNED AND PRESENTED BY HOTELIVATE PSD

3. Foundations of Service
Module 1

4. Rules
Mobile Time Decorum Housekeeping

5. The Agenda
Understanding customer service
Internal External Customer
Understanding the 21st century guest
Benefits of Guest service
Decoding Moment of Truth

7. •The Pride 5 Senses
1.Signature Fragrance at the Lobby and Public Area
2.Sight –Signature Flower arrangements
3.Taste-Signature Welcome Drink
4.Touch –Signature Linen
5.Signature Music
•The Pride Traditional Welcome
1.From Pickup to Arrival –The Chauffeur experience to the
welcome at the Hotel
•The Pride Diva Floor
1.A Process and concept truly Indian
•The Pride “Memorable Experience”
•…..continuously always adding on with Pride
Talk Line

8. What are we here for?

9. Building a
Customer
Centric Culture
And MeYou

10. Front Line
Supervisors
Managers
Sr. Managers
The Service Pyramid

11. Customer Service
What is
Customer
Service?

12. Customer Service
"Customer service is a series of activities
designed to enhance the level ofcustomer
satisfaction–that is, the feeling that a
product or service has met the customer
expectation."

13. Poor
Met
Exceed
Surprise
Levels of Customer Service

14. Why Customers Leave?
68%
14
%
9%
5%
3
%
1
%
POOR SERVICE
PRODUCT DISSATSFACTION
LEAVE FOR COMPETITOR
DEVELOP OTHER RELATIONS
MOVE AWAY
DIE

15. Internal and External Customers
External–are
Guests and
Vendors who use
the organization’s
product or service.
Internal -are
the people within
your organization
who rely on you to
provide services,
products or
information they
need to do their
jobs.
Before you can meet the expectations of your customer’s,
we must first understand who our “Customers” are. There
are 2 types of Customers –External & Internal.

16. Buyers Sellers
20th Century 21st Century
Information
Location
Information
Location
Awareness & change

17. Customers no longer
compare companies
only with competitors
Customer-to-customer
dialogue has grown
Customers no longer
accept branding and
marketing from
organizations
All customers are
becoming multichannel
users
Customers are less
loyal
Customers are more
informed
“Flexible” & “Have it
all” lifestyle
The “New Age” Customers

18. Decoding a Moment of Truth
CREATING
VALUE
F o r y o u r C u s t o m e r

19. Decoding a Moment of Truth
First impression is the ____________________.

20. Decoding a Moment of Truth
“anyepisodewhenacustomercomes
intocontactwithanyaspectofthe
company, however remoteand
therebyhasanopportunitytoforman
impression.”
-Jan Carlzon
Thosemomentsinwhichimportantbrandimpressionsareformedandwhere
thereissignificantopportunityforgoodorbadimpressionstobemade.The
Firstimpressions….Thecriticalmoments.

21. Outcome
Positive Negative

22. Failed Moment of Truth
Costs too
much in
T I M E
E F F O R T
M O N E Y
Bad
Experience
C O N F U S I N G
F R U S T R A T I N G
D I S R E S P E C T F U L

23. 1
Care
and
Concern
2 3
RecoveryOwnership
Moment of Truth
HOW TO MANAGE

24. Care
and
Concern
1
Ownership
2
Recovery
3
You have to prove to customers,
that you do personally value their
business and that you are
prepared to put yourself out for
them, by sorting out complicated
arrangements on their behalf.
Customers like the people with
whom they are dealing to have
the authority and use their
discretion to make decisions.
Most customers know that service
providers (us) are people too and
understand when things go wrong.
Whilst the customers understand that
‘to err is human’, they still need their
problems to be resolved quickly and
efficiently.
Moment of Truth

25. Moment of Truth
Share a great customer service story you have
experienced

26. Remember
Customer will
spend up
10%
more for the
same product
with a better
service
HappyCustomer

27. Personal
Effectiveness
Strategies
M
O
D
U
L
E
2
Next Session

28. Lets go make it MEMORABLE for them…
Lets Delight
thank you