clarksinn gold service standards

A complete hospitality experience

A complete hospitality experienceClarks Inn GOLD

Service Standards

G - Greet and SmileO - Own the OpportunityL - Lead with Positive CommunicationD - Deliver the WOW

Clarks Inn GOLD Service Standards

Greet and Smile

Maintain Eye Contact with Guests within 10 feet

distance

1.Namaste, Mr.Anuj

2. Thank you Mr. Rajesh, Have a Good Day

Clarks Inn GOLD Service StandardsGreet and Smile

Clarks Inn GOLD Service StandardsGreet and SmileNamaste, Welcome to

ClarksInn….Mr.Anuj

Greet every Guest with a Smile as per Standard !

Clarks Inn GOLD Service Standards

Go the Extra Mile……

While Receiving Calls

Remember, for the Guest,

You Are the HotelNamaste, this is

Sanjay from Room Service, How May I Help

You

Greet and Smile

Clarks Inn GOLD Service Standards

Own the

Opportunity

Clarks Inn GOLD Service Standards Own the

Opportunity

Anticipate Guest Needs

If a Guest Looks unhappy, find out why

Clarks Inn GOLD Service Standards Own the

Opportunity

Utilize the Opportunity to Solve the Situation

Clarks Inn GOLD Service Standards Own the

Opportunity

Thank the Guest for making you aware

about their feelings

Clarks Inn GOLD Service Standards

Lead with

Positive Communication

WORDS – 10%

TONE OF VOICE – 40%

NON-VERBAL – 50%

Clarks Inn GOLD Service StandardsLead with Positive

Communication

Clarks Inn GOLD Service StandardsLead with

Positive Communication

What Emotions is he Displaying ???

Clarks Inn GOLD Service StandardsLead with

Positive Communication

How About Her ???

Clarks Inn GOLD Service StandardsLead with

Positive Communication

Is this Better ???

AND HOW ABOUT THIS ???

Lead with Positive

Communication

Clarks Inn GOLD Service Standards

YOU COULD SAY THAT YOU COULD SAY THAT YOUR BODY LANGUAGE IS A YOUR BODY LANGUAGE IS A

REFLECTION OF REFLECTION OF WHAT IS GOING ON WHAT IS GOING ON

THROUGH THROUGH YOUR MINDYOUR MIND

Clarks Inn GOLD Service StandardsLead with Positive

Communication

Be Always Happy and SmilingBe Always Happy and Smiling

Clarks Inn GOLD Service StandardsLead with Positive

Communication

Display the Caring Attitude with Display the Caring Attitude with Positive Body LanguagePositive Body LanguageMaintain Good Personal HygieneMaintain Good Personal Hygiene

Have Pride in your Uniform & Have Pride in your Uniform & your Jobyour Job

Clarks Inn GOLD Service Standards

Deliver the

WOW

•Always make Eye Contact & SMILE!•Make them feel happy & comfortable•Use the guest’s name•Never respond with “I don’t know” instead “Let me find out for you”•And always show a Positive Attitude

Deliver the WOW !

Clarks Inn GOLD Service StandardsDeliver the

WOW

Make our guests feel at home…..•A Warm welcoming environment•A Friendly atmosphere•A Pleasurable experience

You only have 1 chance to make a good 1st impression!

Exceed Guest Expectations

Clarks Inn GOLD Service StandardsDeliver the

WOW

Go that Extra Mile

Questions