3. Online Reviews
“I needed help from the two workers playing on their phones.” - Trip Advisor 2014
“Really it only takes a minute to look up from your screen and at least smile! I have been in the
hospitality industries for 14 years and have NEVER came across a rude concierge. Just horrible.” - Trip
Advisor 2014
“The service leaves us at a loss for words, and not in a good way.” - Trip Advisor 2014
“The hospitality of the staff in the hotel part were rude” – Booking.com 2014
“With the four to five employees standing outside the spa/pool entry way you would think at
least one of them would occasionally check on the pool area and see all the chaos in there. I
did mention it to them a couple different time but only once did someone seem to think it
was important enough to break away from their gossip session.” - Trip Advisor 2014
“The wait staff in the steakhouse, and at front desk were all very disengaged. There was no
visible manager in those areas.”- Booking.com 2014
“What really annoyed us was housekeeping was banging on our door at 8 am, wanting to know
when we were leaving. RIDICULOUS!! Checkout isn’t until 11.” - Trip Advisor 2014
4. Why We Are
Where We Are
Forgetting the Basics
Lack of Communication
Lack of Consistency
Unfocused Guest Service
Unclear Expectations
Not Taking Responsibility
5. The Basic Principles
Focus on the situation, issue or behavior, not on the person
Maintain the self confidence and self esteem of others
Maintain constructive relationships
Take initiative to make things better
Lead by example
7. 4 Levels of Competency
Unconscious Incompetence
Conscious Incompetence
Conscious Competence
Unconscious Competence
New Hires
Veteran
Team
Members
Not knowing what you don’t know
Knowing what you don’t know
Knowing what you know
Not knowing what you know
8. Call Center Strategy
The Issue:
Inconsistency in coaching agents
Inconsistency in accountability
The Solution
Creating a standard for coaching systems
Training the lead staff on expectations of team members
Revisiting coaching strategies to ensure consistency
10. Laying the Foundation:
How it Works
Mon Tue Wed Thu Fri Sat Sun
Team Member DT DT DT DT DT OFF OFF
Mon Tue Wed Thu Fri Sat Sun
Team Member DT OFF S S OFF OFF S/M
Mon Tue Wed Thu Fri Sat Sun
Team Member S/M OFF M/RS M/RS OFF OFF RS
Key
DT With Designated Trainer
S Shadow
M Mock Calls
RS Reverse Shadow
11. How Does This Work for
Your Department?
Your training needs to be
Guest Service focused
Guest Service theme needs
to be reiterated
Must be a reasonable length
Multiple Trainers for multiple
perspectives
12. Moving Forward…
Stop condoning poor Guest Service behaviors
Standardize accountability
Negative behavior
Reward system
Discuss job expectations and suitability with team members
“Is this job still a fit for you”
Attend workshops
Daily On-the-spot coaching and praising
13. Attention to Detail
See from a guest’s perspective
Smile and acknowledge the guest
Playing off what guests say
How would you define attention to detail within your department?
14. Proud & Professional
New employee story
Tribal Pride = Employee Pride
Behavioral Traits – Correcting certain behaviors
Eg. Posture and positioning
How would you correct these behaviors within your department?
16. Accountability Tracker
** Dates are tentative **
Team Member: Michael Scott
Hire Date: 7-31-14 Department: Front Desk
Workshop Attend By Date of Attendance Trainer
Etiquette & Professional Verbiage 12/31/2014 TBD BP
How to Deal with Upset Guests 1/30/2015 TBD BP
Interdepartmental Relationships 2/20/2015 TBD BP
Memorable Experience 3/30/2015 TBD BP
17. Thoughts to Keep in Mind
“Realize that your people will treat your
customer the way they are treated.
Employees take their cue from
management” (Tahir).
“You will never win an argument with a
customer, and you should never, ever put a
customer in that position” (Tahir).
“People on the frontline of a situation play the most critical role in your
customer’s experience. Make sure they know what to do and say to make that
customer’s experience a positive, pleasant one” (Tahir).
“Remember that the big money isn’t as much in winning customers as in keeping
customers.” (Tahir).
19. What Role Do You Play?
Be the voice of Guest Service for your department
Keeps team member updated on expectations and standards
Maintain Consistency
Be the “point” person for training within your perspective department
Ensure team members and management attend workshops
Be pro-active with deficiencies
You must be passionate about training
20. What Role Do We Play?
Creates a foundation for the future
Motivational speakers
Creating and providing Workshops
Re-training / Detail Training
Property wide communication on
Guest Service Standards
Following-up with departments on progress
Staying current on AAA & Forbes Standards
21. The Next Step…
One-on-One Meetings
Proof of assistance
Presence at new hire orientations
Written service critique of
your department
Develop your own coaching sheet
What workshops do you want?
With that being said…
23. Sources
Tahir, Liz. 10 Customer Service Tips: Customer Service That Will Keep Them
Coming Back. n.d. 11 July 2014.
<http://sbinfocanada.about.com/od/customerservice/a/custservtipslt.htm>.
http://2.bp.blogspot.com/-cTN7J0ORMc8/Ue05-
o_i3hI/AAAAAAAAAMI/C8Iht6FTU0M/s1600/powerfulthinking.jpeg
http://www.fmadvisors.com/images/new-subpage-pics-updated-may-2012-
/WorkshopsGraphicwithTagline.jpg
http://earthschooling.info/thebearthinstitute/wp-
content/uploads/2013/11/magnifying-glass.jpg
