Download - Guest Service Presentation
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Excellence Delivered
Johan Groothuizen
Version 2.3
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Why Guests Dont Come Back
1% Die
3% Move Away
5% Developed Other Friendships
9% Leave for Competitive Reasons
14% Dissatisfied with Product
68% Quit because of an attitude of
indifference toward the customer by
the manager, owner, or some
employee
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The 1 = 2x Principle
If a Guest tells 5 people of a goodexperience with you or HAL, they will tell
10 people if the experience was not good.
This means Guests will tell twice as manypeople about a bad experience as they
will tell about a good experience.
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Four Basic Guest Needs
To be understood
To feel welcome
To feel important
To feel comfortable
Four basic Guest needs that must be
satisfied in order to become Mariners:
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Why Several Companies Failed
Companies lose out and fail because theywere NOT listening to their Guests needs.
They failed to deliver the products orservices expected by the Guests.
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What is the Importance of Listening?
Listening is an art!
In order to deliver excellent service,you must first be adept at LISTENING.
Listening is the most important tool you willbe equipped with when interacting withGuests.
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Poor Service is a
Result of
Unpreparedness!
Lack of product knowledge!
Ignorance is costly!
Unaware of the mission and vision!
Live your job description!!!
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Complaint Fact Or Fiction
A customer who has a complaint and was attended to
becomes a loyal customer.
Often a customer simply wants to make their problem
known. They're not looking for compensation.
If you do not help your customers to solve their problems,
they will take their problems somewhere else.
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What is the Competition Doing
Competition from around the corner as well as
around the world is INCREASING
All cruise lines are competing fiercely for Guests
Competition therefore allows Guests to choose
from a greater pool of companies than before
Guests are becoming much more sophisticated
and selective
Their expectations for service are also increasing
at a fast pace
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What is a Guest To Me and HAL
Guests are the most important
people ever
Guests are not dependent on us,
we are dependent on them
Guests are not an interruption to
our work, they are the purpose
of it
Guests are not outsiders to our
business, they are a part of it
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What is a Guest To Me and HAL:
Guests are not just cold
statistics they are flesh
and blood, human beings
with feelings and emotions
like my own
Guests are not people to
argue or to match wits with
Guests are people who bring us their wants andneeds
Guests make a successful company and
successful employees
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The Blame Culture
NOT ENEMIES
GUESTS
COLLEAGUES
You have to compromise, re-think and adjust
You must disregard your prejudices and biases
CORPORATE
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NO!
NEVERsay No to a Guest unless therequest falls under one or more of thefollowing three reasons:
Against Safety
Against Security
Against the Law
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Holland America
S.E.R.V.I.C.E. Standard
Smile
Eye Contact
Respond
Value
Inform Confidence
English Conversation
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Customer Service Means:
1.
2.
3.
4.
5.
6.
7.
Doing ordinary things extraordinarily well.
Going beyond whats expected.
Adding value and integrity to every interaction.
Being at your best with every customer.
Discovering new ways to delight those you serve.
Surprising yourself with how much you can do.
Taking care of the customer like you wouldtake care of your grandmother.
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Hospitality Basics 101
Do not!!!
Have poor grooming standards
Slouch
Stand with hands in your pocket
Have poor body language
Chew gum in Guest areas
Smoke in Guest areas
Use cell phone in Guest areas
Use personal Computer in Guest areas
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Hospitality Basics 101Do not!!!
Ignore the Guest presence
Interrupt a Guest
Hide from the Guests
Overlook your surroundings
Speak negatively about our company
Speak of your opinions, religion and
politics to our guests.
Pass the buck!!!
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Keys To Hospitality Service Basics
The 10/5 rule:
As a Guest approaches within 10 feet,
make positive eye contact and smile
When a Guest is within 5 feet,
acknowledge them first with a proper greeting
The Dos
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Escort our Guests
If a guest asks you for directions,DO NOT POINT
Walk the Guest to the place they need to go
Be an ambassador of the ship
Keys To Hospitality Service Basics
The Dos
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Our Guests have Names
Once you know the Guest name, always use it.
(Always use the Guest last name unless
otherwise requested by Guest)
Keys To Hospitality Service Basics
The Dos
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Extend courtesy
Always allow the Guest to enter or exit any area
first including elevators.
Keys To Hospitality Service Basics
The Dos
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Extend courtesy
Be gracious, open doors for our Guests.
Keys To Hospitality Service Basics
The Dos
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Extend courtesy
Never interrupt a Guest when they are speaking.
Keys To Hospitality Service Basics
The Dos
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Exceed Expectations
Be innovative in your approach of making or
doing things better.
Strive for continual improvement in ways toexceed your Guests level of expectation
Keys To Hospitality Service Basics
The Dos
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Anticipate
Anticipate problems and resolve them before
they have a chance to happen
Our mission is to provide 100% Guest
satisfaction
Keys To Hospitality Service Basics
The Dos
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Be a Professional!
Wear clean and pressed uniforms, a name tag
and maintain American grooming standards.
Our Guests judge you and Holland America by
how you look!
Keys To Hospitality Service Basics
The Dos
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Verbal Communication:
Speak English only in Guest areas
(even if a Guest is not present)
Keys To Hospitality Service Basics
The Dos
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Verbal Communication - English Only
Always use proper, premium words and be
professional when speaking with a Guest
Use words like:
YES versus o.k. or yeah
Keys To Hospitality Service Basics
The Dos
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Verbal Communication- English Only
Always speak positively about our company.Remember any HAL ship you are sailing on is
the best in the fleet!
Keys To Hospitality Service Basics
The Dos
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If We Live by these Service Basics
We will:
Regain our position as the Premium
Cruise Line in the premium market
Stay an employer of choice attracting and
keeping the work force we want
Keep our Guests, not just satisfied, butdelighted to sail with us
Deliver Excellence in all that we do