Transcript Slide 1

AN EXPOSITION
ON
DELIVERING
QUALITY GUEST
SERVICE
PART I
© Diwakar Prasad
1
AN INTRODUCTION OF
QUALITY GUEST SERVICE



IN A BUYERS’ MARKET CUSTOMER IS KING
SERVICE PROVIDED TO CUSTOMER MAKES
OR BREAKS A FIRM IN TODAY’S WORLD
NO FIRM OR COMPANY, EVEN THOUGH
REMOTELY CONNECTED TO THE DIRECT
SERVICE TO THE CUSTOMER, CAN THINK
OF FUTURE GROWTH, NAY FUTURE
SURVIVAL EVEN, BY NEGLECTING THEIR
CUSTOMERS.
© Diwakar Prasad
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Now Let us look at
Some Findings and
Recommendations
for
Quality Guest Service
-According to Accenture report published in
OUTLOOK, Point of View, January 2008, No 1.
© Diwakar Prasad
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Finding # 1.

SERVICE QUALITY IS THE LEADING
REASON why consumers LEAVE a service
provider and/or CHOOSE a new one
Finding # 2.

GUESTS’ EXPECTATIONS ARE RISING and
it is increasing everyday, even in some cases,
every moment.
Finding # 3.

THE GAP IS WIDENING BETWEEN THE
SERVICE GUESTS EXPECT AND THE
SERVICE THEY GET OR EXPERIENCE.
© Diwakar Prasad
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Recommendation # 1
 Understanding WHAT MATTERS THE
MOST TO THE GUESTS is very vital
for delivering Quality Service.
Recommendation # 2
 Secondly, A GUEST-CENTRIC
PERSPECTIVE IN SERVICE is what
matters the most.
Recommendation # 3
 And finally, make a case for
TRANSFORMING GUEST SERVICE.
© Diwakar Prasad
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Now let us look at the other way of
Quality Guest Service
From the Point of View
of
GUEST SATISFACTION INDEX
i.e.,
WHAT MATTERS THE MOST
TO THE GUEST
© Diwakar Prasad
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Ratings
1.
Overall satisfaction

2.
This score is based on how guests rate their overall
satisfaction with the hotel.
Reservation

This score is based on how guests rate the phone
or online reservation process, including getting
through to a representative, courtesy of reservation
staff, ease of booking, availability of booking
options/packages, knowledge of staff and
usefulness of internet
© Diwakar Prasad
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3.
Check-In/Check-Out:

4.
This score is based on how guests rate the checkin/check-out process, including speed of checking
in/out, billing and staff knowledge and courtesy.
Guest Room

This score is based on how guests rate the
bathroom amenities, bed comfort and room smell.
© Diwakar Prasad
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5.
Food & Beverage

6.
This score is based on how guests rate the menu
choices, quality of food, and speed of room
service.
Hotel Services

This score is based on how guests rate the business
center, recreational facilities and concierge.
© Diwakar Prasad
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7.
Hotel Facilities

8.
This score is based on how guests rate the parking,
hotel exterior/interior and security/safety
Costs & Fees

This score is based on how guests rate the price
paid for the room, food and beverage, telephone,
Internet connectivity, amenities and hotel services.
© Diwakar Prasad
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After having seen the findings, there
are TWO ways of resolving the issue
of Delivering Quality Guest Service
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
The First way is through hunch (intuition) or
following the time proven practices, and,
The Second way is using Scientific Method based
on Service Research and Findings
We will see both the methods but the full
exposition of the second method will be explored
in the next
© Diwakar Prasad
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THE FIRST METHOD
BASED ON HUNCH (INTUITION)
OR TIME PROVEN PRACTICES
© Diwakar Prasad
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DEALING WITH GUESTS

One can become competent in dealing with
guests by:Enjoying while serving people
 Talking to them
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And One can learn from:Experience, i.e., by remembering each new situation,
 Observation i.e., by noting how others at work deal with

people and situations, success as well as failures.
© Diwakar Prasad
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
UNDERSTANDING GUESTS
NEEDS AND
REQUIREMENTS
Let us Answer the following questions first:
Why do the guests choose a particular restaurant or
bar only?
Are they regulars?
 Were they just passing by?
 Are they locals meeting their friends here?
 Have they heard about the friendly service here?

© Diwakar Prasad
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OUTCOMES OF THE
GUESTS’ VISITS DEPEND ON

HOW SATISFIED THE GUESTS ARE i.e.,
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How well their requirements are met,
One’s UNDERSTANDING of what these
(requirements) are,
And the Delivery of QUALITY SERVICE.
© Diwakar Prasad
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DELIVERY OF QUALITY
SERVICE MEANS
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New guests come because they have been told
“HOW GOOD THE STAFFS OR
EMPLOYEES OF THAT PARTICULAR
RESTAURANT OR BAR ARE”
New guests return
Regulars stay LOYAL
All customers enjoy their visits, and spend more
© Diwakar Prasad
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EXAMPLES OF QUALITY
SERVICE

Every NEW guests are acknowledged within 30
seconds of entering the restaurant or bar
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No guest should wait for more than 2 minutes
before being served

All customers leaving should be THANKED and given
the appropriate greetings e.g., “thank you for your
visit Mr.__/Ms.__, hope to see you again and good
night/ goodbye”
© Diwakar Prasad
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WHAT IS QUALITY SERVICE

SPEEDY

HELPFUL, and

POLITE SERVICE
© Diwakar Prasad
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SOME MORE EXAMPLES OF
QUALITY SERVICE

Business people expect what they want to be available

LOCALS NEED LESS SPEED but expect their drink/


QUICKLY
favorite dish to be known and their usual seat to be
available
OLDER PEOPLE like polite and formal service, e.g.,
“yes sir” “yes madam” and “who keep their distance”
But then YOUNGER PEOPLE like informality and
friendliness.
© Diwakar Prasad
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ANSWERING GUESTS’
ENQUIRIES
It gives good impression if ONE can give helpful replies to
questions about:
 The range of food and drinks available
 Other facilities available in the hotel
 Other restaurants, hotels etc belonging to the company you work
for
 The local area and what is going on, where to visit, local leisure
centers etc.
 Services they would like e.g., to book a table in the restaurant,
leave a message for another guest etc.
AND GUESTS APPRECIATE SUCH SERVICES.
© Diwakar Prasad
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BUT THEN CONSIDER THESE
WHILE PROVIDING SUCH
SERVICES

PROVIDING INFORMATION AND HELP


HOW MUCH CAN YOU HELP
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One’s aim must be to deal with every question helpfully
Some questions require decisions one should not take
INFORMATION THAT IS NOT DISCLOSABLE

Some questions require careful handling so as to avoid giving
confidential information that the questioner is looking for
© Diwakar Prasad
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GUESTS’ COMMENTS
Positive

e.g., “we have had a great time, thanks!”
Negative

e.g., “Oh are these the only non-alcoholic drinks you have?”
Neutral

Most dangerous
Dealt with well, unhappy customers can become
regulars.
© Diwakar Prasad
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Some guidelines on dealing with
complaints
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Listen to the complaint until guest has finished speaking.
Do not interrupt, even when you know you will be asking
someone else to handle the situation
Apologize properly and sincerely, but do not admit that you
or your company is at fault.
Do not make excuses or blame anyone else
Never argue or disagree. You must react as if the
customers are right, even when you believe otherwise or
think your manager will take a different view.
© Diwakar Prasad
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Continued….
Keep calm and remain polite,
If appropriate, consider offering a replacement or
an alternative dish/drink
If providing a replacement or alternative,
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1.
2.
3.
4.
do this as quickly as possible,
with another apology for inconvenience.
Check that the new dish/ drink is satisfactory.
Complete the special order form so that there is no
problem with cash or stock control.
© Diwakar Prasad
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Continued…..
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Never offer something that you can not provide
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for example, consider the situation what would happen if
the guest accepts your suggestion of another dish/ drink
and that has gone out of stock
Thank the guest for bringing the matter to your
attention – if said with feeling, this will show the guest
that you are genuine in your efforts to put things right.
© Diwakar Prasad
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HEALTH AND SAFETY
ISSUES

REMEMBER THAT

We, the servers as well as the company in which we are
working, have legal responsibility for the health and safety
of our guests or anyone else visiting our place

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Guests may seek compensation for injuries suffered
Hence in case of guests’ health and safety issues come
under question mark “DO NOT ARGUE AND LEAVE
THE MATTER TO THE MANAGEMENT AND THE
EXPERTS TO DEAL WITH”.
© Diwakar Prasad
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GROOMING
THAT IS
THE WAY YOU LOOK
Your appearance should give the impression that
you are
FRIENDLY
CLEAN
SMART
ORDERLY
ORGANISED
If you are IMMACULATE, your guest will be
convinced that everything else is equally clean and
fresh !!
© Diwakar Prasad
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SOME DOs
Check that
 Your uniform fits, is clean and well pressed
 Name badge is on
 Hair is clean and tidy
 Personal freshness is OK – use a deodorant if
required
 Hands and fingernails are clean
 Posture is upright and confident
 Jewellery is not excessive
© Diwakar Prasad
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SOME DONTS
It is most important NOT to
 Play with your nails
 Look at your watch
 Yawn
 Bite your nails
 fidget with jewellery
 Pick your nose
 Sneeze without a handkerchief
© Diwakar Prasad
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REMEMBER


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YOU ARE THE CENTRE OF
ATTENTION
TAKE PRIDE IN YOUR APPEARANCE
OUR GUESTS EXPECT IT
YOU WILL FEEL BETTER FOR IT
© Diwakar Prasad
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In Part II we will deal with the Second way
(or METHOD) of resolving the issue of
DELIVERING QUALITY GUEST
SERVICE BY using Scientific Method
based on Service Research and Findings
© Diwakar Prasad
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