1. CONFLICT RESOLUTION AND
GUEST SERVICES
BUILDING A HEALTHY GUEST
SERVICES CULTURE

2. RESOLUCION DE CONFLICTOS y
SERVIO A HUESPEDES
CRIANDO UNA CULTURA DE SERVICIO
SANO

3. WHAT IS A SERVICE CULTURE?
• A SERVICE CULTURE IS THE COMBINATION OF
EXPERIENCES, BELIEFS, ATTITUDES AND
ACTIONS THAT RESULT IN EITHER OR A
POSITIVE OR NEGATIVE ENVIRONMENT FOR
BOTH HOTEL STAFF AND GUESTS ALIKE

4. A NEGATIVE SERVICE CULTURE
AMONG THE MANY SIGNS YOU WILL SEE:
• LACK OF TEAMWORK AND COMMUNICATION
• ABSENCE OF EMPLOYEE EMPOWERMENT
• HIGH TURNOVER IN DEPARTMENT
• UNCLEAR EXPECTATIONS AND PROCEDURES
• ABSENCE OF PRO-ACTIVE BEHAVIOR
• …ALL RESULTING IN THE INCREASE OF GUEST
COMPLAINTS AND/OR THE INABILITY TO
SUCCESSFULLY RESOLVE GUEST COMPLAINTS

5. A POSITIVE, DYNAMIC SERVICE
CULTURE
AMONG THE SIGNS YOU WILL SEE;
• HIGH LEVEL OF FRONT-LINE EMPLOYEE
EMPOWERMENT
• EXCELLENT ABILITY TO ANTICIPATE, RESPOND TO, AND
RESOLVE ADVERSE SITUATIONS AND COMPLAINTS
WITH A WIN-WIN ATTITUDE
• EXCELLENT COMMUNICATION LEVELS
• EXCELLENT RECOGNITION PROGRAMS
• …ALL OF WHICH RESULTS IN OUTSTANDING LEVELS OF
SERVICE AND SKY-HIGH GUEST SATISFACTION SURVEY
RESULTS

6. THE COURSE
• “ A WINNING CULTURE” IS A FOUR-PART, TWELVE
HOUR COURSE WITH A DIFFERENT BUT RELATED
FOCUS EACH DAY
• DAY ONE- EXPERIENCES, ATTITUDES, AND VALUES
• DAY TWO-CREATING A WINNING CULTURE
(MANAGERS AND SUPERVISORS ONLY)
• DAY THREE-CREATING A WINNING CULTURE
• DAY FOUR-COMPLAINT RESOLUTION
TECHNIQUES AND L.E.A.R.N.

7. DAY ONE
• DAY ONE FOCUSES ON:
• EXPERIENCES, VALUES, AND EXPECTATIONS
BOTH AS GUEST AND AS SERVICE PROVIDER
• THE IMPORTANCE OF TRIPADVISOR AND THE
INTERNET
• BODY LANGUAGE
• OUR ATTITUDES ABOUT GUESTS AND
COMPLAINTS

8. DAY TWO
• THIS SESSION IS FOR EXECUTIVES, MANAGERS, AND
SUPERVISORS AND DISCUSSES:
• RECOGNIZING WEAKNESSES IN CURRENT SERVICE CULTURE
• THE CYCLE OF EXPERIENCE, BELIEF, ACTION, CULTURE, AND
RESULTS
• PRO-ACTIVE BEHAVIOR AND EMPOWERMENT
• THE CULTURE OF ACCOUNTABILITY
• STRENGTHENING LEADERSHIP SKILLS AND
STRENGTHENING THE CULTURE
• IDENTIFYING DESIRED RESULTS
• INTERVIEWING PRACTICES, NEW-HIRE AND ON-GOING
TRAINING

9. DAY THREE
• THE GUEST SERVICES TEAM
• EMPLOYEE EMPOWERMENT
• BEING PRO-ACTIVE
THE CULTURE OF ACCOUNTABILITY
• OPENING LINES OF COMMUNICATION BETWEEN
FRONT LINE AND MANAGEMENT
• WELCOMING COMPLAINTS
• THE ABUSIVE GUEST
• “NOT OUR PROBLEM”; TAKING CARE OF GUESTS WHO
HAVE HAD NEGATIVE EXPERIENCES UNRELATED TO
HOTEL

10. DAY FOUR
• SUCCESSFUL CONFLICT AND COMPLAINT RESOLUTION
TECHNIQUES
• L.E.A.R.N.
• LISTEN
• EMPATHIZE
• APOLOGIZE
• REACT
• NOTIFY