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Training Services

Promises™

Promises™ takes traditional behavioral programs a step further by directly linking clients' marketing efforts to service delivery. The program provides the participants with an understanding of their most recent marketing campaign, (their promises as a destination/company), how it relates to quality service delivery and how it translates to standards of performance.

The program also provides an in-depth knowledge of visitor expectations and the skills to best handle each interaction in order to exceed those expectations. It is based on a pro-active approach to providing consistently high standards of personal and attentive service to visitors, by understanding what is promised (marketing campaign), whom we make the promises to (visitor profile), and how we deliver those promises (standards of performance).  This program is designed to ensure that everyone in the destination/company delivers the promises made through marketing.

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Overview

Promises™ takes traditional behavioral programs a step further by directly linking clients' marketing efforts to service delivery. The program provides the participants with an understanding of their most recent marketing campaign, (their promises as a destination/company), how it relates to quality service delivery and how it translates to standards of performance. The program also provides an in-depth knowledge of visitor expectations and the skills to best handle each interaction in order to exceed those expectations. It is based on a pro-active approach to providing consistently high standards of personal and attentive service to visitors, by understanding what is promised (marketing campaign), whom we make the promises to (visitor profile), and how we deliver those promises (standards of performance). This program is designed to ensure that everyone in the destination/company delivers the promises made through marketing.

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Objectives

Business Direction

  • To make service workers aware of the destination marketing campaign, the cost and their role within it
  • To introduce the hotel's Guest Service Standards Program and to action implementation
  • That all workers identify the different guest profiles, their various needs and expectations
  • That all workers understand the importance of their role in satisfying those service needs

Behavioral Practices

  • To identify and use the appropriate behavioral skills in dealing professionally with various guest and co-worker situations
  • To identify and use appropriate forms of verbal and non verbal communication in those interpersonal dealings
  • To practice dealing with demanding guest situations
  • To identify and use professional complaint handling techniques

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Method

Participants learn the key factors and the importance of their role in achieving positive guest experiences. Through role-plays and group exercises, participants agree on the behavioral actions required to not only meet, but also exceed the guest's expectations.

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Group Size

Each workshop is limited to 20 participants. This allows for maximum interaction among the participants and the time required for everyone to practice the theory through role-plays in a controlled environment. This yields the maximum impact for long-term results.

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Who Should Attend

All staff and managers, particularly those with direct guest contact. Non-guest contact staff will benefit from learning how to apply the same principles and practices with their internal guests.

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Blueprint

Phase I

  • Introduction and Objectives
  • What are the Promises™
  • What is our Marketing Campaign
  • Understanding the impact of word of mouth from previous guests
  • Understanding the impact of meeting promises to repeat guests
  • How marketing promises translate to material, personal and procedural service delivery
  • How marketing promises translate to Standards of Performance
  • Who checks the promises – measurement system
  • Who are the people we Promised
  • Discuss guest profiles/expectations
  • Know and understand our market share
  • Understand our role in meeting and exceeding different guest expectations
  • Importance of guest feedback
    • Intent to r ecommend
    • Intent to Return
    • Value received

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Blueprint

Phase II

  • How We Deliver the Promises™
  • Opportunities for delivering the promises
  • Communication – listening to guest's needs and keeping them informed in a language they can understand
  • Courtesy – politeness, respect, consideration, and friendliness
  • Security – freedom from danger or risk
  • Reliability – ability to perform the promised service dependably and accurately
  • Responsiveness – willingness to help guests and provide prompt service
  • Learn hotel-wide guest critical standards that impact profit

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Blueprint

Phase III

  • How do we resolve broken Promises™
  • Dealing with demanding guests/situations
  • Resolving complaints
  • Empowerment guidelines

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