Quality guest service is possible, only when we will consider following aspects:
• Understanding and anticipating each guest’s wants and needs • Meeting and exceeding each guest’s wants and needs • Helping co-workers meet and exceed each guest’s wants and needs
Delivering quality service is not part of your job- it is your job. If it weren’t for guests, you would not have a job in the hospitality industry.
Benefits of Quality Service
When you deliver service, everyone wins. Who benefits from quality service?
- THE GUEST
Each guest arrives with certain concerns, emotions and expectations. By providing quality guest service, you have a chance to make the guest’s day- and stay- more enjoyable.
- THE PROPERTY/ HOTEL
If you exceed guest’s needs, they’ll be more likely to return to the property, you have a direct impact on the property’s success.
- YOUR CO-WORKER
When you do your job well, you make it easier for your co-workers to do their jobs well.
When you do your job well, you show co-workers and managers that you are a professional. Good work is often rewarded with compliments and good job reviews.
Skills for meeting and exceeding service expectations
Expectation: Personal Appearance
• Maintain neat, well groomed appearance. • Wear a clean, proper uniform. • Wear your nametag.
• Smile • Greet guests and co-workers promptly and happily • Look guests and co-workers in the eye. • Expectation: courtesy • Give guests and co-workers your full attentions • Treat guests and co-workers with respect. • Call guests and co-workers by name.
• Imagine how guests and co-workers see a situation. • Listen with empathy • Show sensitivity to guests’ and co-workers’ feelings.
• Treat each guest and co-worker as an individual. • Welcome each guest as a new opportunity to provide guest service. • Offer creative solutions to meet guests’ and co-workers’ needs.