THE PRESENTATION ON SPIRIT OF HOSPITALITY.ppt

About Hospitality

1. The Spirit of
Hospitality
Parts 1-4

2. The Spirit of
Hospitality
Aj Scott Michael Smith

3. Do you know?
1.The benefits of delivering quality service?
2.Six service expectations and how to meet
them?
3.A five step process for delivering quality
service to guests and co-workers?
4.A four step way to handle guest
complaints?
5.Two things you can do consistently to
improve service quality?

4. Topics for this seminar include;
1. Meet or Exceed Guest Expectations
2. Delivering Quality Guest Service
3. Handling Guest Complaints
4. Improving Service Quality

5. Meet or Exceed Guest
Expectations
Expectation – Reality = Guest Satisfaction
1.Anticipate
2.Meet or exceed guests’ expectations

6. Discussion questionsDiscussion questions
•What do guests expect from the staff
when they enter a business?
•Why is a good attitude important to guest
service?
•How can you demonstrate the ‘spirit of
hospitality’?
•How can you make guests a priority?

7. More discussion questionsMore discussion questions
•Why does using a guests name make such a
good impression with guests?
•How do guests benefit when you display a good
attitude? How does the business benefit? How do
you benefit?
•How does paying attention to guests help you
serve them better?
•What is the difference between good service and
excellent service (The spirit of hospitality)?

8. What are guest
expectations (6) and
how do we satisfy them?

9. Video

10. Professional AppearanceProfessional Appearance
•Maintain a neat, professional, well groomed
appearance.
•Wear a clean, proper uniform

11. FriendlinessFriendliness
•Smile
•Greet guests and co-workers
enthusiastically and promptly
•Maintain consistent eye contact

12. CourtesyCourtesy
•Give guests and co-workers full,
uninterrupted attention
•Treat guests and co-workers respectfully
•Call guest and co-workers by name

13. EmpathyEmpathy
•Imagine how guests and co-workers
see the situation
•Demonstrate Sensitivity to guests’ and
coworkers’ feelings

14. ResponsivenessResponsiveness
•Wherever possible, take responsibility and
act to satisfy guest and coworkers’
expectations yourself, rather than refer to
management
•Ask if the person is satisfied with the
solution

15. FlexibilityFlexibility
•Treat each guest and co-worker as an
individual
•Offer creative solutions to guests and co-
workers needs

16. Additional PointsAdditional Points
•Increasing competition makes service an
important element for success
•Quality service means meeting and
exceeding guest expectations and creating
a memorable experience
•Travelers expect quality service and
deserve respectful treatment

17. More pointsMore points
•Look at service from the guests point of
view
•Attitude shapes behavior. Your attitude or
‘spirit’ is the key to providing excellent
service
•Display the ‘Spirit of Hospitality’ which is
an attitude or commitment to provide the
best service possible to guests

18. A few more pointsA few more points
•Place your guests’ needs ahead of your
own. Fill requests promptly according to
their schedule, not yours
•Reach beyond guest expectations and
surprise guests with something extra
•Few guests complain that you are
overdoing it if you provide them with what
they really want

19. Discussion questionsDiscussion questions
•What do guests expect from the staff
when they enter a business?
•Why is a good attitude important to guest
service?
•How can you demonstrate the ‘spirit of
hospitality’?
•How can you make guests a priority?

20. More discussion questionsMore discussion questions
•Why does using a guests name make such a
good impression with guests?
•How do guests benefit when you display a good
attitude? How does the business benefit? How do
you benefit?
•How does paying attention to guests help you
serve them better?
•What is the difference between good service and
excellent service (The spirit of hospitality)?

21. Activity 1Activity 1
Relate experiences in which you received
excellent service. Describe what the
person did that made the service excellent
and how they made you feel?

22. Activity 2Activity 2
Reach Out to the GuestReach Out to the Guest
How would you display the
‘Spirit of Hospitality’
and, not only meet, but exceed
guest expectations?

23. Guest 1
A guest must check-out of her room, but
must deal with her luggage before attending
an on-site meeting
Guest 2
A guest is in town for important meetings. At
breakfast he spills orange juice on his suit.
He asks the restaurant server for a damp rag
so he can try to clean the stain
Guest 3
It is 8 o’clock in the evening. A guest enters
the lobby and asks for a specific restaurant
(located four blocks away)

24. The Spirit of The Spirit of
HospitalityHospitality
Part 2

25. Discussion QuestionsDiscussion Questions
•What are some ways to ask what a guest
really wants?
•What does it mean to ‘read’ a guest?
•Why is providing quality service so
challenging sometimes?
•Why should you confirm your
understanding of a guests needs before
carrying out a request?

26. More discussion questionsMore discussion questions
•Why should you follow up with a guest
after providing a service or solving a
problem?
•Why is it important to treat co-workers the
same way you treat guests?
•Teamwork is important to delivering guest
service. What can you do to work better
with your co-workers?

27. Video

28. Delivering Quality Guest ServiceDelivering Quality Guest Service
There are five steps that will help you deliver
quality guest service to guests and co-workers;
1.Read the person by paying attention to what is
said and how it is said.
2.Determine what the person needs.
3.Work together to find a solution.
4.Deliver the service.
5.Follow up to make sure the person is satisfied

29. Additional PointsAdditional Points
•Every guest has different expectations of
what excellent service is, and each
employee has a unique opportunity to
anticipate and meet those expectations
•All good service starts with understanding
what your guests want and expect

30. A few more pointsA few more points
•The easiest and most effective way to find
out what a guest wants???? ASK!
Get the guest talking, ask questions
•Fill guests request immediately, or when
they want something done
•Make guests feel as if they are your priority

31. Discussion QuestionsDiscussion Questions
•What are some ways to ask what a guest
really wants?
•What does it mean to ‘read’ a guest?
•Why is providing quality service so
challenging sometimes?
•Why should you confirm your
understanding of a guests needs before
carrying out a request?

32. More discussion questionsMore discussion questions
•Why should you follow up with a guest
after providing a service or solving a
problem?
•Why is it important to treat co-workers the
same way you treat guests?
•Teamwork is important to delivering guest
service. What can you do to work better
with your co-workers?

33. ActivityActivity
Determining what the guest wantsDetermining what the guest wants
Guest 1
Your room is near the pool. Some children
have been running back and forth through
the halls and making a lot of noise, so you
can’t sleep. When you see an employee
you ask if there are rules against
unsupervised children playing in the pool
area.

34. What the Guest Wants What the Guest Wants
(continued)(continued)
Guest 2
You have brought your family on your
business trip. They’ve stayed at the
property while you’ve been busy, but now
you would like to take them out to see the
area. You don’t know the area so you ask
an employee if there is an shopping mall
nearby.

35. Activity 2Activity 2
Determining Guest NeedsDetermining Guest Needs
Anticipate and list the potential
needs from the groups below:
1.Families with small children
2.Honeymooning couple
3.Guest with disabilities
4.Seniors
5.Women traveling alone

36. The Spirit of
Hospitality
Part 3

37. Discussion QuestionsDiscussion Questions
1.How can you demonstrate teamwork as
you resolve guest complaints?
2.What is the best way to react when
guests complain about problems?
3.What are some things you can do to
calm angry or upset guests?
4.What does it mean if you take
responsibility for a guests’ problem?

38. Video

39. There are four steps to effectively There are four steps to effectively
handle guest complaints….laugh…handle guest complaints….laugh…
no, no sorry LAFFno, no sorry LAFF
•Listen to the problem
•Apologize and offer solutions
•Fix the problem
•Follow up to ensure guest satisfaction

40. Additional PointsAdditional Points
•Guests want a total quality experience, not
isolated pockets of excellence. Work
together as a team to resolve guest
problems and deliver the best service
possible
•Since service is not something guests can
return or exchange, their only option is to
complain

41. More pointsMore points
•Never blame guests for problems they report. If they
don’t complain to staff then they are probably
complaining to customers (or potential customers)
•Nearly 95% of travelers will return to a property if a
problem is resolved to their satisfaction. 35% will return
after bad service, but most will spread the word about
their bad service

42. Discussion QuestionsDiscussion Questions
1.How can you demonstrate teamwork as
you resolve guest complaints?
2.What is the best way to react when
guests complain about problems?
3.What are some things you can do to
calm angry or upset guests?
4.What does it mean if you take
responsibility for a guests’ problem?

43. Activity 1Activity 1
It’s all about Teamwork and EmpathyIt’s all about Teamwork and Empathy
Which department/co-worker should be contacted
when…
1.A guest complains that although he used the “Do Not
Disturb’ sign, a room attendant knocked on the door and
woke him up
2.A guest complain that cable is out on the TV and he’s
missing the World Cup match.
3.The guest complains that their room smells like smoke
4.A meeting planner complains the Air Conditioning in the
meeting room is broken
How would you show Empathy?

45. Activity 2
Working together to resolveWorking together to resolve
the guests problemsthe guests problems
•Write a common guest
problem on a piece of
paper…wait for further
instructions

46. The Spirit of
Hospitality
Part 4
Improving
Service Quality

47. Discussion QuestionsDiscussion Questions
•How can employees be rewarded for
showing guests the spirit of hospitality or
quality service?
•Why should managers share guest
feedback-good or bad- with employees

48. Video

49. Improving Service QualityImproving Service Quality
Employees feel free to share their ideas for
improving guest service:
Share feedback with the staff
Look for opportunities to improve service

50. Discussion QuestionsDiscussion Questions
•How can employees be rewarded for
showing guests the spirit of hospitality or
quality service?
•Why should managers share guest
feedback-good or bad- with employees

51. ActivityActivity
1.Share a short story about a time when
you made a suggestion to a business (as
a customer or staff) for an improvement
to service that was accepted by the
business.
How did you feel when management
implemented your idea?