here - BiggsKofford
Transcription
here - BiggsKofford
Exceptional Service Every Guest, Every Time Presented by: Kate Manzanares Assistant Director of Human Resources The Link Between Training and Organizational Culture Every Employee Recruiting and Selecting the BEST Employee Recognition Programs Employee Events Open Forum Using Guest Feedback BROADMOOR MISSION STATEMENT To go above and beyond our guest’s expectations through our commitment to maintaining a positive attitude, providing exemplary service and superior accommodations. What is exceptional service? Who are our guests? Who are my guests? Every Employee Taking care of our internal guest as a high priority frees us up to take better care of our external guest. Exceptional Service Starts in this room! Every Guest Why must we always focus on guest service? • Customer expectations are always getting higher • Competition is more intense than ever • Service is a strategic advantage in today’s market • Providing a memorable guest experience brings rewards to all of us Every Guest… Every Guest * * * * * * Make eye contact, smile and greet the guest or employee immediately. Use the guest’s or employee’s name. Escort guests or employees to their requested location. Immediately approach a guest or employee who seems to be lost and offer assistance. Learn what is expected from your department so you can anticipate the needs of the guests and employees you service. Follow up on requests, even when it is not the duty of your department. Every Guest Never say: “I don’t know.” Say: “I’ll find out.” * Never appear hurried, even if you are very busy. * If unable to comply with a guest’s wishes, offer an alternative. Avoid negative expressions like: “That’s against hotel policy.” or “This is not my table.” * Keep the BROADMOOR spotless! If you see something that is out of place, pick it up! Remember, we are all a part of the BROADMOOR Beautification Committee. * Every Guest * Act professional in public areas at all times. Stand erect and avoid leaning against walls or furniture. * Take “ownership” of a guest’s problem. Ensure the matter is resolved and that the guest is satisfied with your solution. Every Guest Taking the Problem to Heart Hear what they have to say Empathize with them Apologize for the situation Respond to their need by Taking action and following up Every Guest Respond to a guest’s request within 10 minutes. * Know the services the hotel offers and the location of banquet facilities and meeting rooms. * Go the extra mile! * Every Guest “Moments of Truth” Jan Carlson Scandinavian Airline Systems Fostering Culture with Training Programs Creating culture is more than a class or a set of classes. It is an approach to leading, a key to success and it happens moment by moment. Every Time Orientation Guest Relations Training Employee Development One-Time Programs Line up Meetings Internal and External Inspections Departmental Training Training Plans Every Time… Service must be the language – Mission – Standards – Internal Guests – Repetition Culture is shaped by leaders Presented by: Kate Manzanares Assistant Director of Human Resources [email protected] Our Special Thanks to: For more information, contact Bill Asbury, President 303.626.2111 or 800.247.8514 www.pencominternational.com