American Resort ManagementFive Star Guest Service

Vision• Fundamental Commitment• Enroll in the vision-by making a fundamental personal

promise to live it. You must believe in the vision and see the value of the vision.

• Be the Vision-Start with yourself and hold yourself accountable to living the vision every day. The vision will only come true when everyone is “being it” every day.

• Coach It-Empower the vision community to coach each other all day, every day. You have to help each other to keep the vision going…you have to give permission to be “coached”.

• Find a way to make it fun!

Objectives

• Understand our Guest View Summary• What does our guest think of our service?• What are our guest’s expectations?• ARM Guest Service Standards• Service Recovery-how to handle

complaints.• What will bring our guests back tomorrow?-Five Star Extreme Guest Service!

Five Star Guest Service-a few pointers

• In hospitality, there is no solitary work.

• How moods, tempers, expectations, and misunderstandings effect service.

• What is psychological energy, and how does it effect service?

• What is emotional labor-meeting, greeting, controlling attitudes, making the effort to serve, satisfy and understand our guests.

Five Star Service-a few pointers con’t

• Who are our “Front Line” Associates and how do they win and keep guests.

• What happens when guest service is not performed correctly-everyone loses—the Associate, the guest and the company.

Some Common Roadblocks to Five Star Service

• Fouled-up systems or procedures

• Poor product

• Inadequate or faulty equipment

• Work overload

• Lack of job training or knowledge

• Poor co-worker attitude

• Management just doesn’t care

What’s In It For Me?

• It builds self esteem

• It’s uplifting

• It increases the level of job satisfaction

• It can increase my pay

Two Great Strategies

• Manage the relationship-take the initiative

-be positive-make the guest feel special

• Manage the transaction-listen and understand (ask questions)

-be helpful -take initiative-make it personal-show appreciation-invite the guest back

Five Star Guest Service-Who Are Our Guests?

• Families

• Associations

• Wedding Parties

• Businesses

• Government Employees

• Religious Groups

Five Star Guest Service-Who Are Our Guests? Con’t

• Every Guest is entitled to be treated with dignity and respect. All of our guest are guaranteed fair treatment by every person at the Resort.

• Fair treatment means that at all times we will respect a guests:

>Race >Gender>Color >Sexual Orientation>Creed >National Origin>Age >Disability>Religion >Veteran Status

Five Star Guest ServiceFront Line Associates

• Our front line Associates impact the following Guest service directly:• Overall Service• Warm, friendly welcome• Restaurant Atmosphere/Comfort• Warm, friendly welcome• Overall check in experience• Responsiveness to needs• Professional appearance• Genuine, caring attitude• Warm, friendly attitude• Overall check out experience• Overall dining experience• Room Service-Timeliness of order • Room Service-Food Temperature

Five Star Guest Service-Back of the House

• These are the things that are affected by Associates who work in the back of the house:

• Overall Service• Overall physical condition• Appearance of hotel exterior/grounds• Condition of Lobby/Reception area• Fresh, up-to-date appearance of hotel• Warm friendly welcome• Responsiveness to needs• Professional appearance• Genuine, caring attitude• Warm, friendly farewell• Cleanliness of room• Condition of room/furnishing• Cleanliness/condition of bedding• Comfort of mattress

Five Star Guest Service-Back of the House Con’t

• Comfort of pillows• Cleanliness/condition of carpet• Operation of heating/AC• Ease of using internet system• Overall workspace• Lighting in guestroom• Feeling of safety/security• Bathroom cleanliness• Physical condition of bathroom• Selection/quality of bath amenities• Lighting in bathroom• Sleep quality vs. other hotels• Condition of swimming pool/area• Comfort of meeting rooms• Food quality/meetings

Five Star Guest Service-The Five Steps

• Promptly Greet the Guest with a Smile

>Use the 20/10 Foot Rule

-within 20 feet look up, smile and greet the guest

-within 10 feet, greet the guest• Make Eye Contact• Be Friendly• Listen and Respond Politely• Say good-bye and invite the guest back

Five Star Guest ServiceWhat happens when service fails?

• Sometimes we do the best we can and for some reason our service delivery fails. What do we do then?

• When a guest is dissatisfied with our service, we have to recover and fix the problem/address the issue.

• We lose business when guests don’t complain but just don’t come back.

• It also affects business in other ways-sales, staffing, morale, reputation, and company growth.

• Think of guest complaints as a gift we value-they help us to get better at what we do.

Five Star Guest Service-Service Recovery

• The LEARN Process

• L-Listen

• E-Empathize

• A-Apologize

• R-React to fix the problem

• N-Notify a Manager

Five Star Guest Service-The Bottom Line

• Guest Service is Job One for every Associate at our property.

• Complaints=opportunities to turn negative situations into positive return business.

• We want every guest to want to return and to tell their friends, neighbors and co-workers about us.

Five Star Guest Service• 12 Guest Service Questions related to the hotels service and

products:• Overall Satisfaction• Likelihood to Recommend• Value Received• Overall Rating/Similar Hotels• Overall Service• Warm/Friendly Welcome• Cleanliness of Room• Restaurant Atmosphere/Comfort• Condition of Swimming Pool/Area• Condition of Fitness Equipment• Comfort of Meeting /rooms• Did you experience any problems

Five Star Customer Service-How Are We Doing?

• We receive two scores:• Overall Satisfaction or OSAT• Guest Satisfaction Index or GSIDec. 07 week 3OSAT-96.88% Goal -80.0%GSI88.54%-Goal 80.0%

Dec. 07 week 4OSAT-81.25% Goal-80.0%GSI-74.10% Goal 80.0%

Jan. 08 week 1OSAT-69.79%-Goal 82.0%GSI 60.98% Goal 81.0%

Five Star Guest Service

We are in the business of providing service to our guests. To ensure that everyone understands how important 100% guest satisfaction is to our company, we will have you sign off on our Five Star Guest Service policy and procedure. If you have any questions, please let us know. You may speak to your Department Director or Manager, or the Director of Human Resources.

Five Star Guest Service

• Remember that Five Star Service is to be given to every guest in every transaction.