1. Quality Inn on the Lake Keys to Ultimate Service How to Make Sure You Are Giving the Very Best in Service to Each and Every Guest, Every Day!

2. Exceptional Service is Rare in Today’s Marketplace. Agree or Disagree? Examples of Good and Bad Service

3. What’s Wrong With Service Today?  Technology  Guests travel more today  Economics, belt-tightening  “No News is Good News”  “Warm Body” Syndrome  Indifference

4. How Do We Keep Score?  Guests who stay in our hotel want cleanliness, good maintenance and responsiveness to their needs  Any guest that is unhappy will contact Choice. (Anyone know the repercussions?)  Rate Our Hotel Now

5. Service / Product How do we rank? Which items relate to service? Which items relate to product? Which items do you control?

6. Which Items Do You Think are Most Important? Why?

7. The Guest Says: Service  Overall service  Service at Check In  Overall Cleanliness  Responsiveness to Guest Needs  Friendliness of Staff  Professional Attitude/Appearance  Service at Check Out Product  Overall Physical Cond  Outside Appearance  Lobby Condition  Guest Bathrooms  Heating/AC  Bed/Pillow  TV  Furniture Condition  Bedspread/Drapes/Carpet Which of these items are not part of your job?

8. Housekeeping is CRITICAL to Service and Product “Brand and appearance make me choose a hotel. Good Service makes me come back. Poor cleanliness makes me not return.” - Mr. Mike Edge, Birmingham, Alabama

9. How do you F.U.S.S.? What is your idea of great service companies?

10. How to F.U.S.S.  F riendly  U nforgettable  S uperior  S ervice

11. F.U.S.S means to: Smile!  Number one rule! Even on the phone.  Have fun!  Smile and speak to every guest –10/5 Rule –Use appropriate greeting –Use name –Creative “How are you?” –Listen. Listen for problems.

12. What if There is a Problem?  Make like a tree and leave?  No, make like a tree and L.E.A.F.  Listen  Empathize  Act!  Follow Up What is involved in each of these steps? Role Play

13. More Problem Solving Tips  Take ownership of the problem.  Stay calm. Let the guest vent. Don’t take personally.  Sincerely apologize when guests are inconvenienced.  Avoid placing blame or making excuses.  Tell guest what you are going to do and exactly how long it is going to take.  Take care of the problem yourself or contact the appropriate person to handle it  Follow up to make sure the guest is satisfied.

14. F.U.S.S.: Make Their Day  What does it mean to “make someone’s day?”  Pretend you are a guest: What would make your day?  Examples

15. Making Their Day - HK  Show courtesy, respect and responsiveness.  Be eager to help.  Give guests your full attention. Listen carefully.  Anticipate needs. Extra amenities/towels.  Be knowledgeable about room, the hotel and area  Organize their toiletries  Extra box tissues by bed when under weather  Remember guests by face and name  Hold doors open. Help with luggage.  Clean checkout first for early check ins  Find out what time guest would like room cleaned  Go the extra mile.  Follow up on problems/requests  Keep security in mind.

16. Making Their Day – Front Desk  Show courtesy, respect and responsiveness.  Be eager to help.  Remember guests by face and name  Give guests your full attention. Listen carefully.  Know your Hotel. Room Features. Know your area. Help find help to questions you do not know answers for.  Anticipate needs. Offer to help with luggage.  Point out answers before guest can think of question.  Go the extra mile. Call. Write out directions.  Know how to troubleshoot problems in room  Try not to say no.  Follow up on problems/requests  Keep Security in mind.

17. F.U.S.S.: Accommodate Every Guest  Handle every situation or make sure it is handled.  Listen and empathize.  Try not to say “no.” Be flexible.  Offer creative alternative solutions when you have to say no.  Avoid: “That’s our policy.”  If you can’t take care of it now, write it down.  Put guests’ needs first  Be aware of special needs of guests with disabilities

18. Reword these sentences that drive guests away  “I’m not in charge of that. Would you come back later?”  “It’s real busy up here. Could you call back?”  “I can’t help you if you didn’t make a reservation.”  “I don’t know where the manager is. Check back later.”  “I work in housekeeping. I don’t know what time breakfast starts.”  “I don’t live near here. I’m not sure where that is.”  “Yeah, these air conditioning units give us problems all the time. We keep telling the manager.”  “I can’t give you a late check out. It’s our policy.”

19. F.U.S.S.: Respect Others  Treat co-workers and guests with same courtesy and respect  Positive, caring attitude  Show appreciation  What does it mean to treat others with respect? –Listen, empathize, body language, courtesy –Respect property of others  Your appearance and professionalism show respect –Neat, well groomed, in proper uniform with nametag –Good manners –Competence

20. F.U.S.S.: Think  Use your brain.  How can I “wow” this guest?  What can I do to make a difference in their stay?  Anticipate needs and questions.  Be creative with solutions.  Have pride in yourself, your hotel and your town.  Be patient. Think before your respond. Learn how to Listen.

21. GOAL: To have “0” Guest Relations calls in each month  F.U.S.S.  Ask questions.  Uncover problems.  Fix them.  Follow up.  #1 in Alabama, sky is limit  One guest at a time, every guest all the time

22. WEMAKE A OVERYOU!!