guest courtesy

8/7/2019 Guest Courtesy

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Guest CourtesyGuest Courtesy

Important to retain and increaseImportant to retain and increase

the customer base.the customer base.


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ObjectiveObjective

Why guest courtesy is Important?

Effects of proper coordination and

discipline . Is customer satisfaction important ?

What is customer delight ?


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GuestGuest

Person entertained at the home of

another; visitor

Any paying customer of a hotel, restaurant A person entertained by another acting as

host at a restaurant, theater, etc.


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Customer satisfactionCustomer satisfaction

It is the measure of how products and

services supplied by a company meet or

surpass customer expectation . The journey initiates right from the point of

reservation . The moment of Truth


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Continuation..Continuation..

Being specific , measurable and attentive

can help in large scale with term to

services provided . To be a good listener again plays a major

role to deliver excellent services .

Empathy and politeness are again two

important keys to run the functions

smoothly .


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Customer DelightCustomer Delight

It is creating a feeling a WOW!

Delighted customers are those whereyou anticipate their needs, providesolutions to them before they ask andwhere you are observing to see if newand/or additional expectations are

about ready to be required.


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Customer DelightCustomer Delight

Customer expectations are typically

not very high.

Your job is to surprise them Customer Delight is doing what they

havent even imagined

You know what you can do - they dont

What will cause them to say WOW!


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Why Customer Delight ?Why Customer Delight ?

It brings customers coming back for more .

It causes new customers to come .

It distinguishes you from the rest. It allows you to sell your product or service

for more money than the competition


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ContinuationContinuation

It allows you to make more return on your

investment .

It allows you to reward your employees.


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Truth About CustomersTruth About Customers

Ten times more expensive to

acquire a new customer than to

keep a current customer. Customers are lost primarily due to

indifference (66%) versus

dissatisfaction (14%)


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Service that Sells .Service that Sells .

Handling Guest Complain

Main goal is to solve the problem quickly

and quietly as possible .Reassure the guest that you want them to

be happy .

Show the guest that you are receptive tohis/her comments .

Never take anything personally .


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ContinuationContinuation

If the guest is unhappy with their meal ,

offer to fix the problem and take the plate

away .

Handling guest complain effectively ,will

not only bring the guest back ,but will also

increase your chances that they will tell

their friends about how were they treated.


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Front OfficeFront Office

Always stand when a guest arrives .

Greet him/her with a smile .

Always offer him /her achair first to feelcomfortable .

Listen to him carefully and then act

accordingly Always escort the guest down to his/her

respective room.


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If the bell boys are not present ,help the

guest with his/her luggage.

If the guest is carrying baggagehimself/herself be courteous enough to

help him out .

If the guest is asking for some place within

the hotel ,help him to escort to the

respective place .


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While talking to the guest , if you tend to

get a call , be courteous enough to take

the permission to attend the call .


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F& B ServiceF& B Service

Greet the guest with a smile .

When the guest comes put out a chair forhim, knowing his occupancy and choice oftable .

Help him out with his coat/blazer/jacket .

All individuals should be given menu cards

individually . The Steward should always carry a

notepad and a pen .


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Lets RememberLets Remember

Guest needs and expectation should be

looked into preferably .

Customer delight should be maintainedand should be the part of everybody's

profile .

Guest should always be welcome with a

smile and handled with patience and

empathy .

guest courtesy

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