HOTEL LANGUAGE

2021-05-01 06:53:14 باز کردن / نظر دهید

2021-05-01 06:41:36 Section I
Enabling the Service Experience
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Chapter 2
Frontline Employee Training

Technique 26

Express Gratitude to Guests

A guest must feel appreciated and cannot be thanked too much. Associates should be trained to thank them for their business throughout their stay: “Thank you for staying with us”, “Thank you for dining with us”, etc.

To be continue...

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2021-04-27 06:38:45 Section I
Enabling the Service Experience
————————————————
Chapter 2
Frontline Employee Training

Technique 25

Train the ‘Again’ Effect

If an associate recognizes a guest as being a repeat patron, but cannot recall his/her name, the associate should be trained to say ‘nice to see you again.’ Inserting the word ‘again’ helps strengthen the relationship between the guest and service provider.

To be continue...


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2021-04-25 07:51:44 Section I
Enabling the Service Experience
————————————————
Chapter 2
Frontline Employee Training

Technique 24

Ingrain the Drama Metaphor

All associates should be taught that they are on-stage whenever a guest can see or hear him/her. Such on-stage behavior applies to associates regardless of whether or not they are clocked-in for work. In other words, a guest perceives a uniformed employee as a representative of the hotel whether the employee has begun his/her shift or not.

To be continue...

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2021-04-24 06:17:44 Section I
Enabling the Service Experience
————————————————
Chapter 2
Frontline Employee Training

Technique 23

Use Foreign Language Greetings When Appropriate

In hotel properties with an international clientele, the front desk agents should know greetings in various languages and use them when appropriate.

To be continue...

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2021-04-22 06:50:43 Section I
Enabling the Service Experience
————————————————
Chapter 2
Frontline Employee Training

Technique 22

Conduct a Core Value Rotation in Shift Huddles

Every hotel should have between 8–10 core values that define the organizational culture. At the end of each daily shift huddle, one of the core values should be discussed so that each one is covered in an 8–10 day rotation.

To be continue...

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2021-04-22 06:45:52 اخبار مربوط به صنعت هوانوردی را از فلای نیوز دنبال نمائید. باز کردن / نظر دهید

2021-04-21 06:30:23 Section I
Enabling the Service Experience
————————————————
Chapter 2
Frontline Employee Training

Technique 21

Conduct a Core Value Rotation in Shift Huddles

Every hotel should have between 8–10 core values that define the organizational culture. At the end of each daily shift huddle, one of the core values should be discussed so that each one is covered in an 8–10 day rotation.

To be continue...

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2021-04-20 09:01:51 Section I
Enabling the Service Experience
————————————————
Chapter 2
Frontline Employee Training

Technique 20

Incorporate Encounter Stories in Shift Huddles

What guest did you meet today? In every daily shift hud- dle, one associate should be randomly selected to name a guest s/he met and tell the group something about the guest such as where they are from, their family, etc. This practice in the huddle will encourage the staff to talk to the guests.

To be continue...

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2021-04-19 06:26:12 Section I
Enabling the Service Experience
————————————————
Chapter 2
Frontline Employee Training

Technique 19

Incorporate Surprise Stories in Shift Huddles

In every daily shift huddle, one associate should be ran- domly selected to tell the group how s/he positively surprised a guest in the past 48 hours.

To be continue...

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