Courtesy training.docx
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Courtesy training.docx
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Courtesytraining
Courtesy
Training
-StudentBook
HumanResources
SofitelSilverPlaza,Jinan
March,2001
Introduction
Thisprogrampresentsthebasicskillsthatyouandyourstaffneedinordertoprovideourmembersandguestswithasatisfyingexperienceregardlessofwheretheyareandwhoisservinghim.
Itconsistsof:
1.Eightbasicskillsapplicabletoallsituations:
-Focusingontheguest
-Providingefficientservice
-Enhancingself-esteem
-Buildingrapport
-Providingexplanationsandinformation
-Determiningguestneeds
-Explainingclubservices
-Referring
2.Manager’sFocus(forAsst.SectionHeadandUponly)
3.Eightcommonservicesituations
-TheBasicGuestInteraction
-HelpingMoreThanOneGuestataTime
-HandlingaDelayedService
-HandlingaDisputedCharge
-SatisfyinganImpatientGuest
-HandlingaDelayedTransaction
-SatisfyingaGuestWhenaServiceisUnavailable
-HandlingaDemandingGuest
EIGHTBASICSKILLS
♦Focusingontheguest
♦Providingefficientservice
♦Enhancingself-esteem
♦Buildingrapport
♦Providingexplanationsandinformation
♦Determineguestneeds
♦Explaininghotelservices
♦Referring
FocusingontheGuest
Treattheguestwithcourtesy,attentiveness,pleasantness,andsincerity.
1.Listenwithoutinterrupting
2.Usepositivebodylanguage
3.Useeyecontact
4.Beawareofyourfacialexpressions
5.Respondwhenappropriate
6.Beawareofyourtoneofvoice
7.Puttheguestfirst
8.Anticipateguestneeds
9.Assesscues
Assessingcues:
Asyourecognizeguestcues,youwillneedtoassesseachonetodetermineanappropriatecourseofaction.Ahelpfulwaytoassessacueistocategorizeit.
PositiveCues
IndifferentCues
NegativeCues
ProvidingEfficientService
Completetheinteraction,butwithoutsacrificingcourtesy,attentivenessorpleasantness.
1.Gettothenextguestquickly
2.Taketimetobeaccurate
3.Keepsmalltalktoaminimum
4.Planahead
5.Followup
6.Offeralternatives
7.Answerquestions
EnhancingGuestSelf-Esteem
Self-esteemisthewayapersonfeelsabouthimselforherself.Thingsanemployeesayscanenhanceorreduceaguest’sself-esteem.Whenanemployeeenhanceaguest’sself-esteem,thatguestismorelikelytoreturn,maywanttoseethemanagerormayattacktheemployee.
Steps:
1.Recognizeguest’spresenceimmediately
2.Usetheguest’sName
3.Listentotheguestwithoutinterrupting
4.Complimenttheguest
5.Treattheguestlikeanadult
Whatcanyousaytoaguesttoenhancehis/herself-esteem?
Whatdoyouhearanyemployeesayordotoerodeguests’self-esteem?
BuildingRapport
Buildingrapportisathree-stepprogress.Insteptwoitisimportantnottogiveadviceoropinions.Thepointistorespondwithempathywhichmeanstolettheguestknowhis/herfeelingsareunderstoodandaccepted.
Step:
1.Listentotheguestwithoutinterrupting
2.Apologizeanduseafeelingwordtoexpressyourunderstandingofhowtheguestisfeeling.
3.Allowtheguesttorespond.Thenproceedtosolvetheproblem.
Exercise:
1.Multiplechoice:
(handout1)
2.Howwillyourespondinthefollowingsituations?
a.Guest:
Icannotbelieveit,Ihavecomeallthiswayandyoutellmethereare
noroomsavailableuntiltomorrow!
You:
...
b.Guest:
Iorderedroomservicebreakfastfor7:
30amandyouhavethenerve
todeliveritat8:
15am.
You:
...
c.Guest:
Ihavebeenwaitingherefortenminutes,whereonearthismydish?
You:
...
ProvidingExplanationsandInformation
Thereispossiblynothingmorefrustratingtoaguestthanbeingtold“Sorry,that’sourpolicy”.Sinceourpoliciesandouractionsdohavegoodreasonsbehindthem,weoweittoourgueststoknowthosereasonsandbeabletoexplainthem.
ByofferingexplanationswetreatourguestlikeADULTSand,byexplainingthereasonsforactionsandpolicies,asaresult:
♦Wedemonstrateknowledge
♦Weenhanceself-esteem
♦Wegivesatisfaction
DeterminingGuestNeeds
Itisimportanttodeterminetheguest’sneedsinordertoknowwhathotelservicestoexplaintotheguests.Explaininginappropriateservicescouldannoytheguest.
KeyPoints:
1.Clarifythepurposetodetermineguestneeds.
2.Thisisatwo-stepprocess:
-Askappropriatequestions:
Example:
Ifaguestasksforarecommendationfordining,youmightask:
“Whatsortofcuisineareyouthinkingof?
”
“Areyouinterestedincasualormoreelegantdining?
”
-Brieflysummarizewhattheguesttellsyou.
Example:
“So,localspecialtiesinamoreelegantatmosphereappealtoyou.”
Exercises:
Foreachsituationdescribed,indicatethequestionsyoumightasktodeterminetheguest’sneeds.
Exercise:
Foreachsituationdescribed,indicatethequestionsyoumightasktodeterminetheguest’sneeds.
1.Nightlife
2.Shopping
3.Sightseeing
ExplainingHotelServices
Focusontheguest’sneedsinexplaininghotelservicesandthebenefitsoftheservices.
Abenefitisastatementofwhattheservicewilldofortheguest.
Exercise:
Anemployeehasdeterminethataguestisinterestedinaformalrestaurantthatfeatureslocalcuisine.Theemployeecouldsay:
“YoumighttryourSteakn’Grill.Itfeaturesourregionalspecialtiesinanelegantsetting,andit’squiteconvenient.”
Sellbenefits:
ServiceBenefit
1.
ASuite
2.
MediterraneeRestaurant
3.
FujiyamaRestaurant
4.
Steakn’Grill
5.
YinChaoYuanRestaurant
6.
SilverSpringPavilion
7.
Banquet
8.
RoomService
9.
ResolvingRestaurant
10.
RecreationCenter
11.
SofitelClub
Referring
Whenaguestmakesarequestforserviceorinformationthatisoutsideyourareaofexpertise,themosteffectiveresponseistorefertheguesttotheappropriateemployee.
Byreferringtheguest,youaremakingcertainthattheclubisgivingqualityserviceandyouarefittingthehotel’sservicestotheguest’sneeds.
Actuallyintroducingtheguesttoyourco-workerandexplainingtheguest’srequestgivescontinuous,highqualityservicetotheguestaswellasavoidingtheneedfortheguesttokeepexplainingtherequest.
Step:
1.Afterunderstandingtherequest,explainthatanotherpersoncanhelpmoreeffectively.
2.Introducetheotherpersonandsummarizethesituationfromtheguest’spointofview.
Manager’sFocus
♦ReinforcingPositiveBehavior
♦HandlingAPerformanceProblem
ReinforcingPositiveBehavior
ActionSteps:
1.Identifyincident(s)inaguestinteractionwheretheemployeeusedthebasicskillsand
statewhyithelpedtheguestandthehotel.
2.Expressyourpersonalthankstotheemployee.
3.Asktheemployeehowyoucanhelphim/hercontinuetoprovidegoodservice.
4.Onceagain,expressyourpersonalappreciation.
HandlingaPerformanceProblem
ActionSteps:
1.Focusontheperformanceproblemsanditsconsequences.
2.Askfortheemployee’sideasonhowtosolvetheproblemandaddyourown.
3.Agreeonthestepseachofyouwilltake,andifappropriate,togetherwritethemdown.
4.Expressyourconfidencethattheemployeewillcorrecttheproblem.
5.Setaspecificfollow-update.
6.Praisetheemployeewhenyoufirstobservethedesiredbehavior.
EightServiceModels
♦TheBasicGuestInteraction
♦HelpingMoreThanOneGuestataTime
♦HandlingaDelayedService
♦HandlingaDisputedCharge
♦SatisfyinganImpatientGuest
♦HandlingaDelayedTransaction
♦SatisfyingaGuestWhenaServiceisUnavailable
♦HandlingaDemandingGuest
BasicGuestInteraction
♦Recognizeorapproachtheguest
♦Askquestionstodetermineguestneedspromptly
♦Fulfilltheguest’srequest,orifnecessary,refertoanotheremployee
♦Ifappropriate,explainhotelservice
♦Thanktheguest(bynameifpossible)andencouragehimorhertorequestadditionalhelpifneeded
HandlingMoreThanOneGuestataTime
♦Acknowledgethewaitingguestasquicklyaspossible
♦Atanaturalbreakwiththefirstguest,excuseyourselfandaskthesecondguesthowyoucanbeofhelp
♦Respondtothesecondguest’srequestand,whenappropriate,returntothefirst
♦Movebackandforthbetweenguestsuntiltheinteractionsarecomplete
HandlingaDelayedService
♦Listentotheguest’scomplaintwithoutinterrupting
♦Summarizetheproblemfromtheguest’spointofview,andrespondwithempathy
♦Explainthereasonforthedelay
♦Statetheactionsyoucantaketoaidinresolvingtheproblem,and,ifnecessary,excuseyourself
♦Checkbackregularlytokeeptheguestinformed
HandlingaDisputedCharge
♦Listentotheguest’scomplaintwithoutinterruptingandrespondwithempathy
♦Obtainanyinformationyouneedfromtheguest
♦Explainthereasonsforthechargeand,ifpossible,showappropriatereceipts
♦Iftheguestissatisfied,proceedwiththetransaction
♦Iftheguestremainsdissatisfied,summarizetheproblemfromtheguest’spointofviewandcommunicateittoyoursupervisor
SatisfyinganImpatientGuest
♦Acknowledgetheguest’spresenceandapologizeforthedelay
♦Stateyouwilltakecareoftheguestassoonaspossible
♦Quicklyandefficientlyhandletheimmediatesituationandreassuretheimpatientguestifnecessary
♦Thanktheguestforwaitingandhandletheinteractionasquicklyaspossible
♦Thanktheguestonceagain(byname,ifpossible)andapologizefortheinconvenience
HandlingaDelayedTransaction
♦Explainthereasonforthedelayifit’snotobvious
♦Iftheguestexpressconcern,apologizefortheinconvenienceandrespondwithempathy
♦Handlethedelayquickly,andexplainwhatyouaredoing
♦Thanktheguestforwaiting(byname,ifpossible)andcompletetheinteraction
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