HOTEL LANGUAGE

2021-06-10 10:16:22 باز کردن / نظر دهید

2021-06-07 06:55:55 Section I
Enabling the Service Experience
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Chapter 3
Frontline Employee Feedback and Evaluation

Technique 44

Allow for Self-Assigned Goals

In the section of the performance evaluation in which goals are set for the associate, s/he should be permitted to set at least one goal for himself/herself. The associate needs own- ership and buy-in on the goals.

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2021-06-06 06:42:31 Section I
Enabling the Service Experience
————————————————
Chapter 3
Frontline Employee Feedback and Evaluation

Technique 43

Set Cross-Training Goals

In the section of the associate performance evaluation in which goals are set, all associates should have at least one goal related to being cross-trained on a new area within his/her department or in a different department.

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2021-05-31 06:50:04 Section I
Enabling the Service Experience
————————————————
Chapter 3
Frontline Employee Feedback and Evaluation

Technique 42

Mystery Shop Customer Service

The hotel should use one mystery shopper guest every quarter to evaluate customer service at the various hotel/ guest points of contact. In some quarters, the mystery shopper should be disguised as a business traveler and in other quar- ters, the mystery shopper should be accompanied by a friend and be under the guise of a leisure traveler.

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2021-05-30 07:07:07 Section I
Enabling the Service Experience
————————————————
Chapter 3
Frontline Employee Feedback and Evaluation

Technique 41

Offer a Balance of Positive Feedback

Managers and supervisors cannot be complacent and must give constructive feedback whenever needed. Therefore, in an effort to avoid being perceived a negative or a ‘nitpicker,’ each manager or supervisor should not go home for the day without giving at least six positive pieces of feedback to associ- ates (e.g., “your shoes are nicely polished;” “I like the way you phrased that response to the guest inquiry,” etc.).

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2021-05-29 06:34:03 Section I
Enabling the Service Experience
————————————————
Chapter 3
Frontline Employee Feedback and Evaluation

Technique 40

Mystery Shop Telephone Etiquette

Hotel associates’ telephone habits and etiquette should be shopped at least once per quarter. Are the hotel’s telephones answered promptly? Does the hotel representative identify himself/herself by name? Is the reservationist enthusiastic?

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2021-05-27 07:13:29 Section I
Enabling the Service Experience
————————————————
Chapter 3
Frontline Employee Feedback and Evaluation

Technique 39

Incorporate Service Assessment in Performance Evaluations

The standard form on which to complete all associates’ written performance evaluations should contain a section eval- uating customer service. For back-of-the-house employees, items such as teamwork and dependability can be addressed in this section as these items impact guest satisfaction scores.

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2021-05-25 06:37:26 Section I
Enabling the Service Experience
————————————————
Chapter 2
Frontline Employee Training

Technique 38

Offer Luggage Assistance

All hotel staff should be trained to spot guests carrying bags and to tell the guests that they would like to help carry the items for them. If the guests decline, the service offered signals care and attention to detail.

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2021-05-24 07:13:10 Section I
Enabling the Service Experience
————————————————
Chapter 2
Frontline Employee Training

Technique 37

Eliminate Hairs

All housekeepers should be trained that the most com- mon cleanliness problem in the guestroom experience is hair in the bathroom (on floor, tub, or vanity).

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2021-05-23 07:22:38 Section I
Enabling the Service Experience
————————————————
Chapter 2
Frontline Employee Training

Technique 36

Learn the Language of Guest Segments

Do you know who your guests are? If you are near a uni- versity, medical center, or in a leisure market—bring in “spe- cialists” to talk and train the hotel staff on what to say, ask and explain. These specialists normally will do it free of charge. The more knowledge your staff has, the easier it is to provide a more personalized style of service.

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