2. YOU ARE KIDDING? Hmsco Group CUSTOMER SERVICE

3. EXPECTATIONS Hmsco Group YOU AND THE CUSTOMER WHAT DOES THE CUSTOMER EXPECT SMILE GREETING SERVICE RESPECT FAST, EFFICIENTLY

4. SERVICE Hmsco Group FIRST ENCOUNTER ----- EYE CONTACT SECOND ENCOUNTER---SMILE THIRD ENCOUNTER……… CORRECT RESERVATION USE CUSTOMER NAME THANK HIM FOR STAYING WITH YOU

5. GREETING Hmsco Group DO WE HAVE TO? WHY MAKE THE CUSTOMER FEEL IMPORTANT RECOGNIZE THE CUSTOMER DOES IT MATTER? IT MAKES YOU FEEL GOOD

6. AMMENITIES/ BENIFITS Hmsco Group WHAT IS AN AMMENITY? WHO NEEDS THEM? WHAT IS A BENEFIT? WHAT IS THE DIFFERENCE? HOW DO WE USE THEM?

7. PRESENTATION Hmsco Group HOW DO WE LOOK? UNIFORM CLEAN? HAIR COMBED? HANDS CLEAN? SMILE ON? GLAD TO BE HERE? MAYBE NOT

8. ATTITUDE Hmsco Group

9. BE NICE Hmsco Group ABOVE ALL SMILE GREET CUSTOMER TALK TO CUSTOMER GET INFORMATION GET PREFFERENCES BE WARM, FRIENDLY, BE CONCERNED

10. RESERVATIONS Hmsco Group TELEPHONE GREETING ARE YOU SMILING? TONE OF VOICE INTERESTED FLEXIBLE PLANS EXPLAIN BENEFITS BUSINESS TRAVELER GET THE BUSINESS

11. POINTS OF INTEREST Hmsco Group LOCAL AREA SPOTS RESTAURANTS GAMING GYM GOLF SWIM

12. COMMUNICATIONS Hmsco Group DO WE PASS ON INFORMATION? DO WE ASK QUESTIONS? DO WE CARE? ARE WE INFORMED? DO WE TALK TO THE CUSTOMER? DO WE TALK TO CO- WORKERS?