Guest Service Workshop
Promises™ takes traditional behavioral workshops a step further by directly linking an organization’s marketing efforts to service delivery. The program provides participants with an understanding of what the organization is promising its clientele and how those promises relate to quality service delivery and translate to standards of performance. The program also provides in-depth knowledge of visitor expectations and the skills needed to best handle each interaction in order to exceed expectations. It is based on a proactive approach to providing consistently high standards of personal and attentive service to guests by understanding what your organization is promising (i.e., your most recent marketing campaign), to whom you are making the promises (i.e., your typical guest profile), and how you deliver those promises (i.e., your standards of performance). This program is designed to ensure that everyone at your property or in your company delivers the promises you make in your marketing.
- To facilitate the management team and employees through a process of identifying and understanding the core service values and standards that drive the organization and to revitalize customer service.
- To help the management team and employees realize how they personally impact and build guest loyalty through relationships.
The philosophy of guest care is built upon key standards – or promises – of guest care. These promises are essential for achieving the highest understanding and best delivery of hospitality and service.
Hospitality will define the basic foundation of guest relations. Several exercises will be facilitated to confirm that it’s the emotions, or feelings, of the luxury clientele that drive loyalty to the brand.
Acknowledgement. Acknowledgement serves as the key for determining respect between the guest and the hotel employee, whether it’s a simple smile, eye contact, or taking the time to speak with the guest.
Recognition. Guest recognition is a critical component in elevating the brand in a competitive market. This portion of the Promises™ workshop will work to define standards for addressing the guest by name throughout his or her entire guest experience.
Anticipation. This portion of the Promises™ workshop will define what it truly means to anticipate the guests’ needs. It also will provide a step-by-step framework for learning guests’ preferences and using this guest knowledge to create future opportunities.
Experience. The guest experience is defined as the point at which guests make their first inquiry to the point of checkout. The experience portion of Promises™ will map out the entire guest experience and pinpoint the exact emotional touch points that make a difference in guests’ perceptions.
Relationships. There can be no future without the nurturing and acknowledgement of repeat clientele. Building these relationships starts with the personal touches, from handwritten notes to acknowledgement of the guest by name. Promises™ will provide the standards for building these relationships.
Flexibility. Flexibility is key when it comes to managing the needs of a guest. As Promises™ explains, flexibility means always being prepared with alternative options and always being focused on creating a solution.
Listening. Providing full attention to the guest and understanding their needs is a critical component of Promises™. It’s also a necessity for handling complaints both quickly and professionally.
Recovery. The Promises™ workshop will review the positive and negative impacts of guest complaints and define a recovery process that is integrated at all levels of the organization.
Communication. Promises™ views communication as a two-way channel for improving upon an organization and moving it forward. This two-way communication is especially critical in working with employees at all levels to define standards, processes, and culture.
Knowledge. It is the responsibility of the organization to provide the tools for the employees to learn the services required and amenities offered.