Guest Service Presentation

7/27/2019 Guest Service Presentation

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Excellence Delivered

Johan Groothuizen

Version 2.3


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Why Guests Dont Come Back

1% Die

3% Move Away

5% Developed Other Friendships

9% Leave for Competitive Reasons

14% Dissatisfied with Product

68% Quit because of an attitude of

indifference toward the customer by

the manager, owner, or some

employee
http://www.sol.co.uk/s/sptc/services/images/survey.gif


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The 1 = 2x Principle

If a Guest tells 5 people of a goodexperience with you or HAL, they will tell

10 people if the experience was not good.

This means Guests will tell twice as manypeople about a bad experience as they

will tell about a good experience.


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Four Basic Guest Needs

To be understood

To feel welcome

To feel important

To feel comfortable

Four basic Guest needs that must be

satisfied in order to become Mariners:


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Why Several Companies Failed

Companies lose out and fail because theywere NOT listening to their Guests needs.

They failed to deliver the products orservices expected by the Guests.


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What is the Importance of Listening?

Listening is an art!

In order to deliver excellent service,you must first be adept at LISTENING.

Listening is the most important tool you willbe equipped with when interacting withGuests.


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Poor Service is a

Result of

Unpreparedness!

Lack of product knowledge!

Ignorance is costly!

Unaware of the mission and vision!

Live your job description!!!
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Complaint Fact Or Fiction

A customer who has a complaint and was attended to

becomes a loyal customer.

Often a customer simply wants to make their problem

known. They're not looking for compensation.

If you do not help your customers to solve their problems,

they will take their problems somewhere else.


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What is the Competition Doing

Competition from around the corner as well as

around the world is INCREASING

All cruise lines are competing fiercely for Guests

Competition therefore allows Guests to choose

from a greater pool of companies than before

Guests are becoming much more sophisticated

and selective

Their expectations for service are also increasing

at a fast pace


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What is a Guest To Me and HAL

Guests are the most important

people ever

Guests are not dependent on us,

we are dependent on them

Guests are not an interruption to

our work, they are the purpose

of it

Guests are not outsiders to our

business, they are a part of it


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What is a Guest To Me and HAL:

Guests are not just cold

statistics they are flesh

and blood, human beings

with feelings and emotions

like my own

Guests are not people to

argue or to match wits with

Guests are people who bring us their wants andneeds

Guests make a successful company and

successful employees


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The Blame Culture

NOT ENEMIES

GUESTS

COLLEAGUES

You have to compromise, re-think and adjust

You must disregard your prejudices and biases

CORPORATE


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NO!

NEVERsay No to a Guest unless therequest falls under one or more of thefollowing three reasons:

Against Safety

Against Security

Against the Law


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Holland America

S.E.R.V.I.C.E. Standard

Smile

Eye Contact

Respond

Value

Inform Confidence

English Conversation


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Customer Service Means:

1.

2.

3.

4.

5.

6.

7.

Doing ordinary things extraordinarily well.

Going beyond whats expected.

Adding value and integrity to every interaction.

Being at your best with every customer.

Discovering new ways to delight those you serve.

Surprising yourself with how much you can do.

Taking care of the customer like you wouldtake care of your grandmother.


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Hospitality Basics 101

Do not!!!

Have poor grooming standards

Slouch

Stand with hands in your pocket

Have poor body language

Chew gum in Guest areas

Smoke in Guest areas

Use cell phone in Guest areas

Use personal Computer in Guest areas


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Hospitality Basics 101Do not!!!

Ignore the Guest presence

Interrupt a Guest

Hide from the Guests

Overlook your surroundings

Speak negatively about our company

Speak of your opinions, religion and

politics to our guests.

Pass the buck!!!


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Keys To Hospitality Service Basics

The 10/5 rule:

As a Guest approaches within 10 feet,

make positive eye contact and smile

When a Guest is within 5 feet,

acknowledge them first with a proper greeting

The Dos


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Escort our Guests

If a guest asks you for directions,DO NOT POINT

Walk the Guest to the place they need to go

Be an ambassador of the ship


The Dos


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Our Guests have Names

Once you know the Guest name, always use it.

(Always use the Guest last name unless

otherwise requested by Guest)


The Dos


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Extend courtesy

Always allow the Guest to enter or exit any area

first including elevators.


The Dos


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Extend courtesy

Be gracious, open doors for our Guests.


The Dos


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Extend courtesy

Never interrupt a Guest when they are speaking.


The Dos


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Exceed Expectations

Be innovative in your approach of making or

doing things better.

Strive for continual improvement in ways toexceed your Guests level of expectation


The Dos


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Anticipate

Anticipate problems and resolve them before

they have a chance to happen

Our mission is to provide 100% Guest

satisfaction


The Dos


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Be a Professional!

Wear clean and pressed uniforms, a name tag

and maintain American grooming standards.

Our Guests judge you and Holland America by

how you look!


The Dos


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Verbal Communication:

Speak English only in Guest areas

(even if a Guest is not present)


The Dos


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Verbal Communication - English Only

Always use proper, premium words and be

professional when speaking with a Guest

Use words like:

YES versus o.k. or yeah


The Dos


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Verbal Communication- English Only

Always speak positively about our company.Remember any HAL ship you are sailing on is

the best in the fleet!


The Dos


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If We Live by these Service Basics

We will:

Regain our position as the Premium

Cruise Line in the premium market

Stay an employer of choice attracting and

keeping the work force we want

Keep our Guests, not just satisfied, butdelighted to sail with us

Deliver Excellence in all that we do

Documents

Guest Service Presentation