Using Guests' Names

For us to deliver customized experiences to our guest's, usage of their names in our conversations is the first step. A marquee of personalized services, addressing a guest by his name is not only the professional way but also results in creating a deeper impact on the psyche of the guest.

1. Using Guests’ Names…

2. “I am Glad to meet you” Engaging With Guests Using Guests’ Names Naturally

3. Engaging With Guests Using Guests’ Names Naturally “Remember that a person’s name is to that person the sweetest and most important sound in any language” –Dale Carnegie

4. The Roadmap Current State Desired State Using names at times… Remember Names Pronounce the names correctly Use names naturally in conversation Engaging With Guests Using Guests’ Names Naturally

5. “Remembering names is only an offshoot of the desire to remember the people behind the names. It should be the result of our desire to make the other person, not ourselves, feel important.” –Dale Carnegie Engaging With Guests Using Guests’ Names Naturally

6. Taking names shows you are a good listener Shows you see that person as an individual Shows your interest and respect for that person People would also remember you better if you take their name Engaging With Guests Using Guests’ Names Naturally

7. Where and How… Where do we use names?- Any Point of Sale Contact… Airport representative Reception Lobby Restaurant Room Spa Business Centre Telephones How are we currently enabled to know and use the guests’ names? Can you think of more ideas? Engaging With Guests Using Guests’ Names Naturally

8. Food and Beverage: KOT carrying the guest’s name with table number Food and Beverage: Barker calling out the guest’s name with table number while announcing the pickup for order Front Office : At the time of communicating any message/request/maintenance to a team member, guest’s name along with room no. to be used every time Use guest’s name internally in inter and intra department communication as well Focus on Guests as individuals.. Engaging With Guests Using Guests’ Names Naturally

9. Name Remembering Technique 1 Association Associate the guest name with any of the following: Business Appearance Any particular trait Engaging With Guests Using Guests’ Names Naturally

10. Name Remembering Technique 2 Rhyming Rhyme the name with a similar name Engaging With Guests Using Guests’ Names Naturally

11. Name Remembering Technique 3 Name Story We all love stories Form a mind picture of the name, in the form of a story Engaging With Guests Using Guests’ Names Naturally

12. Name Remembering Technique 4 Meaning Find the meaning of the name and relate it with the person Engaging With Guests Using Guests’ Names Naturally

13. Name Remembering Technique 5 Repetition Repeat the name after listening for better retention Repeat the person’s name as many times as possible in your head Engaging With Guests Using Guests’ Names Naturally

14. As a group, choose any 5 names from the chits given to you In about 10 minutes, demonstrate how would you remember these names, using the techniques learnt Engaging With Guests Using Guests’ Names Naturally

15. Pronouncing Difficult Names 1 Be careful Ask Confirm Find out Engaging With Guests Using Guests’ Names Naturally

16. Pronouncing Difficult Names 2 Take help from professional websites to understand the pronunciation of difficult names. http://www.pronouncenames.com/ http://www.forvo.com/ http://www.inogolo.com/ Download the application on your phone Engaging With Guests Using Guests’ Names Naturally

17. Using Names Naturally Not using names in the conversation Overusing name in a conversation Using names naturally Associate the person with the name and focus At least once Not more than twice Engaging With Guests Using Guests’ Names Naturally

18. Using Names Naturally Usage depends upon the conversation In the beginning In the middle to stress a point At the end to reiterate Situations When the guest comes to you. When you go to the guest. In a long conversation. While taking an order. Engaging With Guests Using Guests’ Names Naturally

19. Engaging With Guests Using Guests’ Names Naturally

20. Engaging With Guests Using Guests’ Names Naturally

21. In the coming days find out your preferred technique of remembering names and come prepared with 5 guest names Share your experience of putting what you have learnt today into practice on your shop floor in the coming days The Way Forward Engaging With Guests Using Guests’ Names Naturally

22. Thank You