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The Spirit of Hospitality Parts 1-4
The Spirit of Hospitality Aj Scott Michael Smith
Do you know? ,[object Object],[object Object],[object Object],[object Object],[object Object]
Topics for this seminar include; ,[object Object],[object Object],[object Object],[object Object]
Meet or Exceed Guest Expectations ,[object Object],[object Object],[object Object]
Discussion questions ,[object Object],[object Object],[object Object],[object Object]
More discussion questions ,[object Object],[object Object],[object Object],[object Object]
What are guest expectations (6) and how do we satisfy them?
Video
Professional Appearance ,[object Object],[object Object]
Friendliness ,[object Object],[object Object],[object Object]
Courtesy ,[object Object],[object Object],[object Object]
Empathy ,[object Object],[object Object]
Responsiveness ,[object Object],[object Object]
Flexibility ,[object Object],[object Object]
Additional Points ,[object Object],[object Object],[object Object]
More points ,[object Object],[object Object],[object Object]
A few more points ,[object Object],[object Object],[object Object]
Discussion questions ,[object Object],[object Object],[object Object],[object Object]
More discussion questions ,[object Object],[object Object],[object Object],[object Object]
[object Object],[object Object]
Activity 2 Reach Out to the Guest ,[object Object],[object Object],[object Object]
[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
The Spirit of Hospitality Part 2
Discussion Questions ,[object Object],[object Object],[object Object],[object Object]
More discussion questions ,[object Object],[object Object],[object Object]
Video
Delivering Quality Guest Service ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Additional Points ,[object Object],[object Object]
A few more points ,[object Object],[object Object],[object Object],[object Object]
Discussion Questions ,[object Object],[object Object],[object Object],[object Object]
More discussion questions ,[object Object],[object Object],[object Object]
Activity Determining what the guest wants ,[object Object],[object Object]
What the Guest Wants (continued) ,[object Object],[object Object]
Activity 2 Determining Guest Needs ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
The Spirit of Hospitality Part 3
Discussion Questions ,[object Object],[object Object],[object Object],[object Object]
Video
There are four steps to effectively handle guest complaints….laugh…no, no sorry LAFF ,[object Object],[object Object],[object Object],[object Object]
Additional Points ,[object Object],[object Object]
More points ,[object Object],[object Object]
Discussion Questions ,[object Object],[object Object],[object Object],[object Object]
Activity 1 It’s all about Teamwork and Empathy ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
 
Activity 2 Working together to resolve the guests problems ,[object Object]
The Spirit of Hospitality Part 4 Improving Service Quality
Discussion Questions ,[object Object],[object Object]
Video
Improving Service Quality ,[object Object],[object Object],[object Object]
Discussion Questions ,[object Object],[object Object]
Activity ,[object Object],[object Object]

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