Welcome Culture

1. THE
STAIRWAY TO A
PERFECT
WELCOME
EVERYTIME

2. We are constantly
dedicated to improving
SERVICE EXCELLENCE
and maintaining a
COMPETITIVE ADVANTAGE.
But what is
SERVICE EXCELLENCE?
Simply, providing excellent
service.
As our customers are provided with excellent service, their
expectations rise and as such we have to provide a means of
constantly improving our levels of service.

3. So what is a COMPETITIVE ADVANTAGE?
It is simply doing everything better than our
competitors in order that our guests return to
us and develop a loyalty to our brands.
There is no easy way to
provide
SERVICE EXCELLENCE
and maintain a
COMPETITIVE ADVANTAGE.
But there are initiatives that will aid in the pursuit.

4. One such initiative is the “HELLO CULTURE.”
By greeting our guests at every opportunity
we are helping to provide
SERVICE EXCELLENCE
and helping to maintain a
COMPETITIVE ADVANTAGE.
A simple “Hello” directed
at a guest or colleague will
ensure that we provide a
welcoming approach to
everything that we do.
If the guest is a foreigner, and we can
communicate “HELLO” in their own
language, then we will be extending
an international WELCOME.

5. Another initiative of no less importance to the
“HELLO CULTURE” are the
“ASK ME INITIATIVES.”
Lead your guests to enquire about
what is available
This initiative has been rolled out
throughout the whole of the company.
By operating an initiative such
as this, on a company wide
basis, we can ensure that the
name of our Company becomes
known by the guest
and our competitors for
SERVICE EXCELLENCE
and the increasingly
important pursuit of exceeding our guests
expectations.

6. THE “ASK ME”
TRAINING INITIATIVES
7 SHORT TRAINING BURSTS.

7. Prompt the guest to ask you
about 1 of 7 different services or
products that we offer and ensure you
know what is available.
To achieve this, you will be given a
short TRAINING BURST of
twenty minutes to
enhance your product
knowledge.
With this knowledge you can confidently
pass on the information when
asked.

8. There are benefits to all parties concerned…
…the Guest.
We will be providing increased levels of
SERVICE EXCELLENCE that is truly
better than our competitors.
…the Hotel.
We will be developing a company
wide reputation of being a
market leader in the pursuit of
SERVICE EXCELLENCE and
increased guest loyalty.
…You.
You will have the knowledge that you are
delivering SERVICE EXCELLENCE which could
be rewarded with a monetary incentive to be
arranged by your General Manager.

9. ASK ME ABOUT…
Executive / Premier Suites
TRAINING
BURST
1
So what is a Executive / Premier Suite?
It is a Premier room with mini / room bar,
teletext TV, bedside telephone, trouser press
and hairdryer with the added facility of a
lounge area and kitchenette.
It also has a fax and an additional telephone.
Who is a Executive / Premier Suite ideally aimed at?
This suite is perfect for business people away from home
who require some flexibility, they may wish to work in
their rooms for extended periods of time.
These Suites are currently located in the following hotels:-
Quality Hotels, Loughborough, Cardiff, Walsall and Milton Keynes.
REMEMBER
The kitchenette is not designed to replace the Hotel’s
food and beverage provision, it is simply an extra
facility that will add value to the guest’s stay.

10. TRAINING
BURST
1
ASK ME ABOUT…
A “Choice Moment”
TRAINING
BURST
2
So what is a Choice Moment?
This is a special event that is being held in the hotel for
both residents and non-residents. An example would be
a “Mother’s Day” meal or an “Easter Egg” Hunt on the
relevant days of the year. Your General Manager will inform you of
the Choice Moments that are up and coming in your individual Hotels.
REMEMBER
Choice Moments are an ongoing feature in our hotels,
therefore once you have explained the current Choice Moments
to the guest, inform them that they are constantly changing.
Non residents could be informed to telephone
the hotel to find out what the Choice Moments
are throughout the year.

11. TRAINING
BURST
1
ASK ME ABOUT…
“Tonight’s Special” TRAINING
BURST
3
So what is Tonight’s Special?
On a daily basis you will be informed by your head
of department what the nightly special is.
You will be given information of what it is, how it is
cooked, if it is served in a particular sauce, if it
accompanied with anything.
REMEMBER
You need to be confident that you fully understand what the special
is in order that you may describe it accurately to the guest.
If you require more information then ask, as the more
information we give, the more informed the guest
will be and the easier the decision whether
to choose it or not.

12. TRAINING
BURST
1
ASK ME ABOUT…
“Choice Club” TRAINING
BURST
4
So what is the Choice Club?
As a recipient of the Choice Privilege Card, the guest will be
entitled to a multitude of benefits and privileges.
As a card holder the guest may be entitled to
discounted rates, automatic room upgrades and priority reservations.
There are also discounts available at many leading attractions.
Automatic collection of “Argos Premier Points” provides many
discounts in their shops.
10% off standard rack rates plus many other benefits.
REMEMBER
You could offer to take an application form to
the guest if they are interested in joining.

13. TRAINING
BURST
1
ASK ME ABOUT…
“Breaks in Europe” TRAINING
BURST
5
So what are Breaks in Europe?
Now that we are the master franchisor for Europe we
currently have 500 hotels in over 13 countries.
This allows our guests to take a short break to one of the
13 countries concerned and experience exactly the same standards
and commitment to SERVICE EXCELLENCE, but in a European
setting.
REMEMBER
You could offer to take a European Hotels Brochure to the guest.
You could always suggest that these breaks
make excellent presents.
Your manager will inform you of the
latest promotion.

14. TRAINING
BURST
1
ASK ME ABOUT…
“Our wine of the month” TRAINING
BURST
6
So what is our wine of the month?
On a monthly basis you will be informed by your head
of department what the wine of the month is.
You will be given information on its country of origin, its
flavour and recommendations of what dishes on the menu it
particularly compliments.
REMEMBER
You need to be confident that you fully understand what the special
is in order that you may describe it accurately to the guest.
If you require more information then ask, as the
more information we give, the more informed
the guest will be and the easier the decision
whether to choose it or not.

15. TRAINING
BURST
1
ASK ME ABOUT…
“What time breakfast
starts tomorrow”
TRAINING
BURST
7
So what time does breakfast start tomorrow?
On a daily basis, or as required, you will be informed by
your head of department what time breakfast starts.
REMEMBER
This shows the guest that all departments within the Hotel are working
in unison in the pursuit of “SERVICE EXCELLENCE.”
There is the opportunity here to gather any other
information requirements from the guest in order
that they can be satisfied.

16. THE “ASK ME”
TRAINING INITIATIVES
LESSON PLAN.

17. SUBJECT DETAILED INFORMATION TIME
MATERIALS
REQUIRED
INTRODUCTION STATE
At Choice Hotels Europe we are constantly dedicated to improving service Excellence
and maintaining a Competitive Advantage.
QUESTION
What is Service Excellence? and What do you think 'MPG' stands for in relation to our
guests?
LISTEN FOR
Providing Excellent Service As our customers are provided with excellent service,
their expectations rise and we have to continually improve our service standards to be
able to exceed guests expectations.
MPG> My Personal Guest. Treat everyone equally as you would a personal guest.
QUESTION
What is a Competitive Advantage
LISTEN FOR
Doing everything better than our competitors in order that our guests return to us and
develop a loyalty to our brands.
STATE
NO EASY WAY TO PROVIDE SERVICE EXCELLENCE AND MAINTAIN A
COMPETITIVE ADVANTAGE.
But there are initiatives that will aid in the pursuit.
STATE HOW THE 'ASK ME' INITIATIVES WILL BE ROLLED OUT.
Inform the team that there will be at least seven different initiatives.
STATE
That beforeselling the initiatives, a short training burst will be given lasting no longer
than 20 minutes for you to understand the products. Up-selling then is up to you
STATE the benefits to
The GUESTS
The HOTEL
YOU

18. SUBJECT DETAILED INFORMATION TIME
MATERIALS
REQUIRED
TRAINING BURST 1
TRAINING BURST 2
TRAINING BURST 3
TRAINING BURST 4
PREMIER SUITE
QUESTION
What is a Premier Suite?
Who is it aimed at?
Provide this information, check the understanding and remind the team member that
premier suite is not designed to replace the food and beverage position merely add value
to the existing service.
A CHOICE MOMEMT
What is a Choice Moment?
Who is it aimed at?
How can it be booked?
Provide this information, check the understanding and inform the team member that it
may be a good idea to suggest keeping an eye out for further events.
TONIGHTS SPECIAL
What is tonight’s special?
How is it made?
Does it contain nuts etc?
Provide a detailed description of the dish and check that the team member understands it
in order to effectively sell it.
CHOICE PRIVILAGE CARD
What is it?
What benefits are there?
How can I join?
Provide the required information and suggest that the team member takes an application
form to the guest if they are interested.

19. SUBJECT DETAILED INFORMATION TIME
MATERIALS
REQUIRED
TRAINING BURST 5
TRAINING BURST 6
TRAINING BURST 7
BREAKS IN EUROPE
What are breaks in Europe?
How can they be booked?
Where are our hotels located in Europe?
Provide the necessary information, ensuring that every team member knows what
countries our hotels are situated in.
Suggest that breaks in Europe make ideal presents.
OUR WINE OF THE MONTH
What is the wine of the month?
What does it compliment?
How much is it?
What is its country of origin?
Remember to inform the team member that if they do not fully understand the
description to ask for more information as they need to be confident in the selling of the
product.
WHAT TIME BREAKFAST STARTS TOMORROW?
Ensure that all team members know and suggest that this is an ideal opportunity to if
there are any further requirements or suggestions.
PROVIDE INFORMATION ON THE INCENTIVE SCHEME AND THANK THE
TEAM FOR ATTENDING THE SHORT TRAINING BURST.

20. THE “HELLO CULTURE”
TRAINING INITIATIVE
THE 4 STEPS TO A
PERFECT WELCOME.

21. ACKNOWLEDGE
“ACKNOWLEDGE THE CUSTOMER AS SOON AS THEY APPROACH YOU!”
An acknowledgement can be a Wave, a Nod of the head, a Smile or something Verbal.
For example, if you are busy and cannot get to a customer, a verbal acknowledgement such as
“Sorry to keep you waiting, I will be with you shortly.”
will ensure that the guest knows that you have seen them and care about the time that they
will be waiting.
An acknowledgement is the very first step to achieve the perfect welcome.

22. EYE CONTACT
“MAINTAIN EYE CONTACT WITH THE GUEST!”
In order to take ownership of the welcome and the service relationship that will follow, eye contact
must be maintained.
Eye contact signifies to the guest that you are in control and all of their needs will be satisfied.
Once you have control, the guest can relax and enjoy the service experience that you are providing
them with.
Maintaining eye contact is the second step to achieving the perfect welcome.

23. SMILE
“ALWAYS SMILE WHEN TALKING TO A GUEST,
EVEN IF YOU ARE ON THE TELEPHONE!”
A smile relaxes both guests and colleagues.
A smile represents happiness and satisfaction.
Your happiness in terms of your job, and the guest's satisfaction in terms of the service.
A smile can cross boundaries therefore it is important to smile whilst using the telephone.
Remember to smile when you answer the call as this will be heard by the recipient.
A smile is the third step in achieving the perfect welcome”

24. HELLO
“ALWAYS ACKNOWLEDGE AND WELCOME BOTH
THE GUEST AND YOUR COLLEAGUES WITH A GREETING.
THIS MAKES THEM FEEL SPECIALAND EXCEEDS THEIR EXPECTATIONS!”
Hello, and good morning are types of welcome that ensure that the guest or colleague feels special.
A “good morning” to a guest shows that you have acknowledged their presence and their importance
to the hotel.
A “good morning” from the duty manager to a team member shows that they are a part of the
winning team helping to satisfy and exceed the guests expectations.
A welcome is the fourth step towards achieving the perfect welcome.

25. SUBJECT DETAILED INFORMATION TIME
MATERIALS
REQUIRED
INTRODUCTION Inform the team of the purpose of the training session:
To highlight the importance of the “HELLO” Culture.
QUESTION
What is the “Hello” Culture?
LISTEN FOR
Everybody saying hello to each other in all situations, not just as service points.
In corridors and on passing both guests and colleagues.
Plain and simply a means of improving and personalising our service by saying
“Hello” or giving another form of greeting.
EXPLANATION OF HELLO
By “HELLO” we do not mean that HELLO is the only form of greeting you may give,
the best service is personalised by both yourself and the guest, therefore use a greeting
that is suitable to you.
QUESTION
What forms of greeting could we use that fall in line with the “HELLO” culture?
HELLO
GOOD MORNING
HI
We should try to acknowledge our European guests in their own Language.
Good Morning is a follows
Guten Morgen German
Bonjour French
Plus any others that would benefit your service TEAM
STATE
There are four steps to climb up the “Choice “ Stairway to achieve the perfect welcome.

26. SUBJECT DETAILED INFORMATION TIME
MATERIALS
REQUIRED
STEP ONE
STEP TWO
QUESTION
What could the four steps be?
LISTEN FOR
Smile, Greet, Eye Contact etc
ETC…….
ACKNOWLEDGE
QUESTION
Why is an acknowledgement an important part of the welcome?
LISTEN FOR
Letting the customer know that you are willing, keen, eager to serve them etc.
QUESTION
What form of acknowledgement should you give if you see that a guest is waiting whilst
you are busy with somebody else.
LISTEN FOR
“Sorry to keep you waiting, I’ll be with you shortly”
This communicates that you have seen the waiting guest and that you care about the
amount of time that they will have to wait.
QUESTION
What different types of acknowledgement can be used?
LISTEN FOR
Wave, nod of the head, smile or something verbal.
HOT TIP
BY TAKING A STEP FORWARD TO THE GUEST YOU ARE ILLUSTRATING
THAT YOU ARE APPROACHING THEM TO ACKNOWLEDGE THEM.
An acknowledgement is the first step to achieve the “Choice” perfect welcome.
EYE CONTACT
QUESTION
Why is it important to maintain eye contact with a guest?

27. SUBJECT DETAILED INFORMATION TIME
MATERIALS
REQUIRED
STEP THREE
STEP FOUR
LISTEN FOR
In order to take ownership of the service relationship
STATE
Eye contact signifies to the guest that you are in control and all of their needs will be
satisfied
MAINTAINING THE EYE CONTACT IS THE SECOND STEP TO ACHIEVING
THE "CHOICE" PERFECT WELCOME.
ALWAYS SMILE WHEN TALKING TO A GUEST
EVEN IF YOU ARE ON THE TELEPHONE.
QUESTION
Why is a smile important?
LISTEN FOR
It relaxes both guests and colleagues
A smile represents happiness and satisfaction, happiness in terms of your job
and satisfaction in terms of the guest’s service.
QUESTION
Why is it Important to smile whilst on the telephone?
LISTEN FOR
A smile can cross boundaries therefore it is important to smile whilst using the
telephone. Remember to smile when you answer the call as this will be heard by the
recipient.
A smile is the third step to achieving the “Choice “ perfect welcome.
ALWAYS ACKNOWLEDGE AND WELCOME THE GUEST AND COLLEAGUES,
AS THIS MAKES THEM FEEL SPECIAL AND EXCEEDS THEIR EXPECTATION.
QUESTION
What types of welcome will ensure that our guest’s feel special?
LISTEN FOR
Hi, Hello, Good, Good Morning, it does not matter as long as it is a form of greeting and
you are comfortable with it.

28. SUBJECT DETAILED INFORMATION TIME
MATERIALS
REQUIRED
ROLE PLAYS
STATE
A good morning from the DUTY MANAGER to a team member shows that
they are an integral member of the winning team
A good morning to a guest communicates that you have acknowledged their
importance in your hotel.
A WELCOME IS THE FOURTH STEP TO ACHIEVING THE CHOICE PERFECT
WELCOME.
Carry out a series of role plays, examples follow, in order that the team members,
become familiar with operating within the HELLO CULTURE.
ROLEPLAY 1
Have a receptionist serving a customer with various other guests approaching
the desk at intervals.
Does the receptionist manage to acknowledge everybody?
Feedback
ROLEPLAY 2
Have a porter walking down the corridor and various guests passing him.
Does the porter initiate a welcome?
Feedback
ROLEPLAY 3
Have a room attendant in the lift with various other guests getting in.
Does the room attendant offer a greeting or initiate conversation?
Feedback
PROVIDE EACH OF THE TEAM MEMBERS WITH A WELCOME STAIRWAY
CARD
THANK THE TEAM MEMBERS FOR ATTENDING AND
ASK FOR THEIR FEEDBACK