Satisfaction is a rating

Loyalty is a brand
 Guest Services Meanings

“The assistance and advice provided by a company to those
people who buy or use its products or services”
OR
Excellent Guest service is defined as service that treats guest with
a friendly attitude and tries to resolve their problem or question
as efficiently as possible.
Basic Fundamentals

Six Pillars of Guest
Services
 Attitude

 Caring. Solution driven. Having empathy. Being
positive. Being friendly and cheerful. Having
energy. Being on-stage. Attitude is the cornerstone
of Outstanding guest service, and contrary to
popular belief, you can influence it.
 Interest

 100% Guest-focused. Asking questions. Listening.
Personalizing the relationship. All of our actions
need to convey to a guest that they are important to
us. The research tells us that over 80% of service
failures come from the perception that you just don't
care.
 Action

 Taking ownership. Solving problems. Being
creative. Following through. Following up. When
guest see you being proactive, or taking immediate
action to ensure their satisfaction, they consider this
a positive experience. The research shows that over
90% of customers consider "taking ownership" as the
primary factor in "WOW" customer experience.
Break…..

 Verbal Language

 Using positive words & phrases. Avoiding negative
language. Communicating accurately.
Communicating appropriately. Managing
expectations. Our language skills play a key role in
delivering Outstanding Guest Service.
 Verbal Language
Ten Major Do’s and Don’ts of Guest Service


 •“No.”
 • “I don’t know.”
 • “That’s not my job./That’s not my department.”
 • “You are right – that is bad”
 • “Calm down.” • “I’m busy right now.”
 • “Call me back.” • “That’s not my fault.”
 • “You need to talk to my supervisor.”
 • “You want it by when?”
Helpful Reminders for Polite and
Friendly Responses

Wrong Approach Polite and Friendly Alternative
“I don’t know.” “I’ll find out.”
“No.” “What I can do is…”
“That’s not my job.” “Let me find the right person who
can help you with …”
“You’re right – this is bad.” “I understand your frustrations.”
“That’s not my fault.” “Let’s see what we can do about
this.”
“You want it by when?” “ “I’ll try my best.”
“Calm down.” “I’m sorry.”
 Body Language

 Face. Smile. Eyes. Posture. Movement. Attire. Even
when our mouths aren't speaking, our body is.
 Tone of Voice

 Persuasion. Influence. Empathy. Energy. These are
conveyed through the five controllable attributes of
voice: Speed, Pitch, Loudness, Intonation and
Timbre. It's not what you say, but how you say it.
 Communication Skills
Tone of Voice

 Product Knowledge
 Greetings ( Welcome, Ending, Holding and Waiting)
 Attitude
 Efficiency
 Problem Solving
 Friendly
 TAT
 Enthusiasm
 LARC (Listen Acknowledge Response Complete)
 Basic Communication

7% WORDS
 Words are only labels and the listeners put their
own interpretation on speakers words
38% PARALINGUISTIC
 The way in which something is said - the accent,
tone and voice modulation is important to the
listener.
55% BODY LANGUAGE
 What a speaker looks like while delivering a
message affects the listener’s understanding most.
Break……..

 TYPES OF BODY LANGUAGE

 (P)OSTURES & GESTURES
 How do you use hand gestures? Stance?
 (E)YE CONTACT
 How’s your “Lighthouse”?
 (O)RIENTATION
 How do you position yourself?
 (P)RESENTATION
 How do you deliver your message?
 (L)OOKS
 Are your looks, appearance, dress important?
 (E)XPRESSIONS OF EMOTION
 Are you using facial expressions to express emotion?
 Setting Priorities

 Time Management Quadrant. I’ve been using this to create
clarity in my todo’s for ages, which has completely changed my
view on my work. I used to be stressed all the time and
complain about not being able to do what I wanted; now I just
decide what I want to do and make time for it.

 So let’s get to it! Take at the quadrant below and put it on a big
piece of paper, but keep the squares empty. Now what are
these quadrants all about?
 Setting Priorities

Important and Urgent Important, But Not Urgent

Urgent, but Not Important Not urgent and Not important

Things in Sector I are both Urgent and Important. These are most often things
that come from others: deadlines for Guest,… Things that need to be done
urgently, or things will blow up. Sector II contains things that are important, but
not urgent. It’s our real goals, the things we want to realize . Sadly, it’s also the
things that we delay because of things in Sector I – or worse, in Sector III: things
that are urgent but not important at all.
How to Handle Complaints

 Thank them for their complaint. ...
 Don't be defensive. ...
 Acknowledge what's important to them. ...
 Use judo, not boxing. ...
 Apologize once, upfront. ...
 Explain the company's desire to improve. ...
 Educate your customer. ...
 Contain the problem.
 Irate Guest(s)
Handling

 Remain calm. ...
 Don't take it personally. ...
 Use your best listening skills. ...
 Actively sympathize. ...
 Apologize gracefully. ...
 Find a solution. ...
 Take a few minutes on your own.
 Benefits of Good Guest
Services


Higher income (more sales, repeat business, referred business)
 Recognition
 Personal satisfaction & fulfillment
 Less stress
 Higher self-awareness and self-control
 Greater authenticity
 Happier life at work
 Happier life outside work
 More repeat business
 More referred business
 Fewer returns
 Better reputation
 Higher morale, happier employees
 Lower employee turnover
 Fewer complaints
 Higher productivity
 Better work environment
 Higher inventory turnover
 Higher profits
Break …

 Initiative
Everyday examples of exceptional Guest/Customer
service:

 Taxi driver who opens the door for you or waits at night for you to safely get
into your destination.
 • Computer technician who does computer work and then calls back a week
later to make sure your IT is functioning well.
 • Car salesperson that calls a month after you buy a car to make sure it is
running well.
 • The petrol station attendant who washes your window or checks your oil.
 • The electric company who calls and checks to make sure your service is
working well and apologizes for any “brown outs” or “black outs.”

None of these customer service people HAD to make this extra effort or go to this
trouble. These “goodwill initiatives” are beyond the call of duty ed. They make the
customer remember the transaction or occasion. and make the customer beyond
satisfied. They make the customer remember the transaction or occasion.
 
Thank You