Session 8 The Service Culture in hotels.

The service culture in hotels

1. THE SERVICE CULTURE

5. THE SERVICE CULTURE
 Value for money
 Guest satisfaction
 Guest expectations

6. THE VALUE FOR MONEY
Before we can understand service culture, we
must understand what is value for money?
Generally speaking the room tariffs, menu rates
and other services are on the expensive side in
five star hotels.

7. THE VALUE FOR MONEY
If the guest is not provided quality services, he will
feel cheated; the value for money comes by
pampering the guest with hospitality, and make him
FEEL LIKE A KING.

8. THE VALUE FOR MONEY
This concept can be explained in another way
also; Branded Clothes And Shoes Cost A Lot,
In Comparison To The Non-branded Local
Makes. But The Quality, Durability, Span Of
Life Of Branded Products Is Much More Than
The Non-branded Makes.

9. THE VALUE FOR MONEY
We Pay Much Less Buying Non-branded
Products,
BUT ARE WE SATISFIED WITH THEIR
PERFORMANCE ????

10. ANTICIPATION
SERVICE CULTURE IS ANTICIPATING GUESTS
NEEDS AND EXPECTATIONS AND FULFILLING
THEM BEFORE BEING ASKED TO !!!

21. GUEST SATISFACTION
Guests have a number of expectations, and when these
expectations fall short the result is dissatisfaction and
scores of complaints. The end result can be loosing the
guest forever. Meeting these expectations will result in
satisfied guests and doing a little above the
expectations will leave the guest dazzled.

22. GUEST SATISFACTION
The expectations and needs of the guest differ from
individual to individual, but research has found the
following five determinants of service quality,
THEY ARE BASED ON 100 POINTS IN TOTALITY

23. GUEST SATISFACTION

24. GUEST SATISFACTION
The first four put together constitute 89% of service
quality, they are directly related to actions of the
employees of the hotel.

25. GUEST EXPECTATIONS
RELIABILITY 32%
To provide the promised services in an accurate
dependable and consistent manner without
minimum variation is called reliability.

26. GUEST EXPECTATIONS
Some examples can be as follows:
Allocating rooms to the guest as promised in guaranteed
reservations.
To provide airport pick-ups and drops on time in the type
of car that the guest has requested for, to ensure that the
car is clean, well maintained, and the chauffer is in uniform.

27. GUEST EXPECTATIONS
To ensure that guest laundry is returned on time well
laundered.
To ensure that the room allocated to the guest is
clean, comfortable and all gadgets are in perfect
working order.

28. GUEST EXPECTATIONS
The room service orders are served on time, as per
the order placed, in a properly set tray, with all pieces
of cutlery and crockery, and the tray is hygienically
clean.

29. GUEST EXPECTATIONS
RESPONSIVENESS 22%
Responsiveness is the ability of the staff to provide
service willingly and on time.

30. GUEST EXPECTATIONS
Some examples can be as follows:
Meeting special requests of guest like an anniversary
cake, or room with a specific décor.
To serve the food to the guest in a restaurant as per
special requests made by the guest like- food less
spicy, or without onion.

31. GUEST EXPECTATIONS
To deal and find solutions to guest complaints on
priority.
Attending to maintenance requests immediately.
To provide express service if the guest is in a hurry
without any extra charges.

32. GUEST EXPECTATIONS
ASSURANCE 19%
The staff is friendly, polite, considerate and
knowledgeable.
Some examples can be as follows:
Maximum use of the magic words like: sorry, please,
pardon me, thank you, excuse me etc.

33. GUEST EXPECTATIONS
Use of standard polite phrases.
To be able to provide all information to the guest and be
able to explain all hotel services.
Maintaining contact eye contact with the guest
To serve properly cooked, sumptuous dishes, serving
them with a proper garnish and service procedure.

34. GUEST EXPECTATIONS
EMPATHY 16%
The staff must be caring, understanding and should
provide personalized services.

35. GUEST EXPECTATIONS
Some examples can be as follows:
Recognizing and acknowledging regular and resident
guests.
Always address the guests you know by using their
surname or first name.

36. GUEST EXPECTATIONS
Remembering and providing guest preferences like
their usual room category, floor, room with a preferred
décor, preferred table in the restaurant, favorite dish.

37. GUEST EXPECTATIONS
Being sensitive to guest needs like handling baggage,
offer to take care of children, opening doors, assisting
aged guests etc.
Providing immediate medical help if the guest is sick.