Welcome to Baguio City!

Enhancing Quality
Guest Services
University of Baguio
School of International Hospitality and Tourism
Management
By: Isagani A. Paddit

PROFILE

Diploma in Acctg (Sydney, Australia)

BS HRM (UB)

M Business Admin (UB)

PhD Mgmt candidate (UC)

Former Assistant Manager Camp John Hay

Manor

Former Dean, College of HRM and Tourism,

UC

Board of Director Hotel & Rest. Assoc. of

Baguio (HRAB)

Board of Director Baguio Tourism Council

Past President Region 1 and CAR COHREP

Isagani A. Paddit

Enhancing Quality Guest

Services
VISION-MISSION
Sets Purpose and Direction

Company

SERVICE MILEAGE
Towards Service Excellence

POLICIES & PROCEDURES

Organizing the House

Vision

Mission

If employees know what their company stands for, If

they know what standards they are to uphold, then
they will more likely make decisions that will support
those standards. They are also more likely to feel as if
they are important part of the organization.They are
motivated because life in the company has meaning
for them.

- John Maxwell

Keys Towards Enhancing Quality

Services

I. The Paradigm of the Present

II. Making People Feel Welcome
III. The Importance of Customers
IV. Handling Complaints
V. YOU can make the Difference

I. The Paradigm of the

Present
Let go of your past
Reprogramming your mental computer
Enlarge your vision
Choose to be happy

II Making People Feel

Welcome
The Right Attitude
BELIEFS
and
MENTAL
DISPOSITION

FEELINGS
- Like
- Dislike

ACTIONS

What is in Your Control?

OTHER PEOPLE
- Boss

Cant Control
(But can influence)

- Staf
- Customers
- Peers

CAN
CONTROL

YOURSELF
Belief
Attitudes
Feelings
Behavior

TIME
ORGANIZATION
- Attitude makes a diference!
- Its your attitude, not your aptitude, that determines your
altitude

Attitude by Charles Swindall

I am convinced that life is 10% of what happens to
me and 90% is how I react to it. And so it is with
you we are in charge of our attitudes.

Menu Choices for the Day

III. The Importance of

Customers
My Internal Customers

- Boss / Superiors / Supervisors

- Co-employees
My External Customers

- Guests
- Publics

Who is a Customer?
A customer is..

not an interruption of our work

not an outsider to our organization

not a cold statistic

not someone to argue or match wits with

a person who brings us their wants

the most important person in the organization

the lifeblood of the service industry

IV. Handling Complaints

Types of Complaints

Types of Complaining Customers

Framework for Handling Complaints

Types of Complaints
Mechanical
Attitudinal
Service-related
Unusual

Types of Complaining
Customers
Aggressive

Constructive Passive

Framework for Handling

Complaints
A. Dealing with Feelings
1. Listen
2. Accept their feelings
B. Dealing with the Problem
3. Clarify the complaint
4. Take action
5. Refer the complaint
6. Be cheerful and helpful
C. Follow Up
7. Follow up the complaint

Handling Complaints
Complaints alert us to areas needing

improvements

It is cheaper to resolve a problem than seek a

new customer

Efectively handled complaint distinguishes you

and wins you loyal customers.

Handling complaints distinguishes the really great

person from the person who is merely adequate

YOU can make the

Diference
First Impressions

Improving First Impressions

Tips on Improving First

Impressions
Well-groomed each and everyday
Always greet customers
Keep your work space and entrance clean and

tidy
Carry yourself with pride
Treat your co-workers politely
Smile, and smile sincerely!

Action Plan
The Current
Situation
Understand
and analyze
by:
What?
Who?
When?
Where?
How?
Why?

Bridging the
Gap
Identify
possible
solutions,
actions to
address the
causes of the
situation.
Prioritize,
develop action
plan

Ideal
Situation
Identify
behavioral
indicators
that should be
practiced.

Pledge of Commitment

As an individual, I will
1. Start doing
2. Continue doing.
3. Stop doing.

As a supervisor/Manager, I will
1. Start doing
2. Continue doing..
3. Stop doing

________________

____________

Name and Signature

Date

-END Thank you very much..

Isagani A.
Paddit
Program Chair, HRM