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Hospitality Training

Hospitality Training. Outline : Service Quality and Customer Experience Review Analysis for Hotels ( rooms and restaurant ) Tourist map reading / planning Professional correspondence in reception Improve your body language. Mihai BULAI. Service Quality and Customer Experience.

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Hospitality Training

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  1. HospitalityTraining Outline: Service Quality andCustomerExperience Review Analysis for Hotels (roomsand restaurant) Touristmapreading / planning Professional correspondence in reception Improveyour body language Mihai BULAI

  2. Service Quality andCustomerExperience • LAST Method?

  3. Service Quality andCustomerExperience • LAST Method?

  4. Service Quality andCustomerExperience • HOSPITALITY • Art of theHospitality: • https://www.youtube.com/watch?v=OblQXejHts8&t=0s&list=PL37F1831C49D848BE&index=70

  5. Service Quality andCustomerExperience • L.A.S.T.: • LISTEN: • Look at theperson – show thatyou care • Find out the problem (whatseemstobethe problem? Howcan I helpyou?) • Repeatthe problem statedbythecustomer(Show you are listening) • Show youwantto solve (Letme get thisright) • Angrycustomers / yelling– do not get upset (nottakepersonally, befriendly, act naturally, bepolite) (I understandyou are angry, pleaseusenicelanguage)

  6. Service Quality andCustomerExperience • L.A.S.T.: • APPOLOGIZE: • Appologize(I am sorryyouhad a badexperience) • Do not accept immediatelyyourblame • SOLVE: • (ifyoucan solve) Here iswhatwe-re goingto do to.. • (ifyoucannot solve) I will pas thissto .. • (ifyoucannot solve and do notknowhowto do) Letmecheckwithmysupervisor

  7. Service Quality andCustomerExperience • L.A.S.T.: • THANK: • Thankyou for bringingthistoourattention / for lettingusknowaboutthesituation • Friendlyend note (we are happy tohavesuggestions/ thankyou for youradvice).

  8. Service Quality andCustomerExperience • L.A.S.T. Method? • Ex. 1. PleaseusetheLastMethodtoanswer a hotel customerthatcomplainedabouttoomuchnoisefromtheRestaurant lastnight...

  9. Service Quality andCustomerExperience • L.A.S.T. Method? • Ex. 2. Pleaseusethe L.A.S.T. Methodtoanswer a hotel customerthatcomplainedthatthewi-fi didnotworkthismorning in his room... • Ex. 3. Pleaseusethe L.A.S.T. Methodtoanswer a restaurant customerthatcomplainedaboutwaiting more than 45 minutes for hisfirst(meal) course.

  10. Service Quality andCustomerExperience • ”HowtoProvideCustomerExperience” • Ex. 5. Pleasefollowthe video and note keywordsaboutcustomerexperience. • https://www.youtube.com/watch?v=bL_D-qyva0c&t=0s&list=PL37F1831C49D848BE&index=74 CUSTOMER SERVICE REACTIVE (4.50-6.00) • React, solve, thankyou, please, appologetic, empathy (L.A.S.T.) CUSTOMER EXPERIENCE PROACTIVE (7.10-9.30) Treatment, Details, Preferences, Familiar, AppreciateLoyalty, MakeReputation, Marriage (notdating), Customersbecome VIP, customersbecomerecruiters!

  11. Service Quality andCustomerExperience • SERVICE QUALITY • An assessment of how well a delivered service conforms to the client's expectations.(businessdictionary.com)

  12. Service Quality andCustomerExperience • HOW TO MEASURE SERVICE QUALITY? • 1. Mystery Shopping • 3. Service Rating (TripAdvisor, Facebook) • 4. Follow-upsurvey • Etc.

  13. Service Quality andCustomerExperience • MethodServQual • 1.Tangibles / Tangibilitate - the appearance; of e.g. the building, website, equipment, and employees. • 2.Responsiveness/ Readiness / Solicitudine - how willing the employees are to offer a speedy service. • 3.Assurance / Siguranțăthe knowledge level and politeness of the employees and to what extend they create trust and confidence. • 4.Empathy / Empatie - to what extend the employees care and give individual attention. • 5.Reliability / Încredere - the ability to deliver the promised service in a consistent and accurate manner. • (6. Experience / Experiență – didthe Hotel conviceyouto come back?) • TASK STUDENTS: www.goo.gl/fpzLp9

  14. Service Quality andCustomerExperience • ”HOTEL with a SOUL” • Ex. 4. Pleasefollowthe video and note keywordsabouthowtoimproveyour hotel experience. • https://www.youtube.com/watch?v=h9x2_WgwhY4

  15. Review Analysis • 1. own Website reviews • 2. TripAdvisorreviews • 3. Facebook reviews

  16. Review Analysis • 1. own Website reviews • www.hotelunirea.ro • https://www.wyndhamhotels.com/ramada/gatineau-quebec/ramada-plaza-manoir-du-casino/overview

  17. Review Analysis • 2. TripAdvisorreviews • https://www.tripadvisor.com/Hotel_Review-g304060-d455496-Reviews-Unirea_Hotel_SPA-Iasi_Iasi_County_Northeast_Romania.html

  18. Review Analysis • Facebook reviews • https://www.facebook.com/hotel.unirea/?ref=br_rs

  19. Review Analysis • WORD CLOUD for Review analysis. • https://www.wordclouds.com/

  20. Review Analysis • Howtoanswer negative reviews: • https://www.revinate.com/blog/2014/09/how-to-respond-to-negative-hotel-reviews/

  21. TouristMapReading / Planning • MAP FEATURES: • Legend • description and guide of the different features and markings on the map. • Title • what area the map is of / whattype of map / theme of map • Grid References • City Maps : chessboardgrid A5, H22 • TerritorialMaps: meridiansandparallels : 47N, 22E • The North Arrow • This arrow tells you which way is north – it always points to the top of the map. • Scale • The scale will tell you what scale your map is – whether it’s 1:25,000 or 1:50,000.

  22. TouristMapReading / Planning • EXERCISES: • Usingyour IAȘI CITY MAP (center), please: • A. Show customerslocation of Bărboi Church (g8) • B. Show customerslocation of nearest parking aroundthe Metropolitan Cathedral (state theposition – Letter/Number) • C. Makeitinerary for customers, on foot, from Hotel Unirea totheHall of LostSteps (UAIC). • D. Makeitinerary for customers, by car, from Cetățuia Monastery (G9) to Galata Monastery (E7). • E. Identify 4 attractionsaroundAkademosResidence (within 500m) for a businessman having 4 hoursfreetime on Fridaybetween 14:00 and 18:00.

  23. TouristMapReading / Planning • Howtoread a map • Insert Northing / Eastinginto Google Maps

  24. TouristMapReading / Planning • GRIDS: Chess vs. Meridians/Parallels

  25. Professional correspondence in reception • HowtowriteprofessionalEMAIL in reception • TITLE> • Chose a proper title: short, concise, which reflect the issue / request / matter • Summerizes, notdescribes • Avoidone-word! (Help, Hello, urgent) • Analysis> mail.uaic.ro (business mail MB)

  26. Professional correspondence in reception • HowtowriteprofessionalEMAIL in reception • SIX KEYS: • Subject Line(short, concise, 3-5 words) • Greeting (name & title, formal/informal) • Intro/Purpose (explainthepurpose/issue, max 2 sentences) • Detail/Body (background, supporting detail. More detail – useattachment – state attachment. Polite, pro, no sarcasm. (ex 360) Whatwhen? Where?, whyhow? • Ask/Action (whoneedstoperformwhat? State whatyouneed). • Closing/Sign-off („Thankyou”, “Sincerely,” “Best regards,” „yours” • ALWAYS PROOFREAD / REVISE

  27. Professional correspondence in reception • HowtowriteprofessionalEMAIL in reception • RESPOND to NEGATIVE REVIEWS • 1. Greetthe guest by name • 2. Apologize for the guest’s poor experience • 3. Highlight any changes you have made or intend to make • 4. Thanktheguest for his feedback! • Examplebelow:

  28. Professional correspondence in reception • NEGATIVE REVIEW – situationwhereyoucannotchange • Dear Patrice, • Thank you very much for your candid review of your recent stay at our hotel. Your feedback is extremely valuable to us, as we strive to improve with each and every stay. I greatly appreciate your comments about aspects of the room that need updating. It is a pleasure to announce that we will be implementing many of these upgrades to the property within the next couple of months. Our rooms will be getting new mattresses, bed skirts, window treatments, carpeting, in-room accessories, and much more! In taking great care of our charming hotel, our main priority is to be able to offer a very well-maintained and comfortable atmosphere. I hope that I can convince you to change your mind about another visit to our property. Please reach out to me directly at [email] if you would be willing to give us a chance to turn your experience around. It would be such a pleasure to personally welcome you back to our new and improved hotel! • With much appreciation,Elanor L. | General Manager

  29. Professional correspondence in reception • Howtoanswerphone CALLS in reception (DO!) • Answer the telephone promptly within three rings • Say the name of the hotel, your name and appropriate greetings • Always have pen and paper in hand to make the records • Listen carefully, pay close attention to the details being expressed by the caller • Make the callers feel that they have your undivided attention, mention the name of the caller, if possible • If you have to ask the caller to hold, explain, why. Wait for the callers agreement before putting him/her on hold • If you say that you call back do it as soon as possible, tell the caller the approximate time you can do it. • Repeat back in any details and follow up in writing (if necessary). • Close the conversation politely. Always say "thank you for calling". • Never give wrong information - transfer the caller to the right person.

  30. Professional correspondence in reception • Howtoanswerphonecallsin reception (DON’T!) • Let the telephone ring more than three times • Answer the phone with "hello" or "yes". • Ask the caller to hold on while you scramble for pen and paper • Say "hold on" and leave the caller wondering if he/she is still being attended • Forget to call back • Say you cannot help and not offer the caller to someone who can. • Say "he hasn't come in yet" or "she hasn't come back from lunch yet" or "he/she is in the toilet". People don't want to know the reason and are given a wrong impression. • Hang up without thanking the caller for calling • Keep talking to another person while answering the phone • Eating something while answering the phone.

  31. ENGLISH for reception • TypicalUsedExpressions: • Welcoming Guests • Hello, welcome to [name of your hotel]. • How can I help you today? • Is it yourfirsttimein Iași ? • Taking Reservations • What’s the date of your arrival? • When are you planning to check out? • What type of room would you prefer? • Could you spell your last name for me, please?

  32. ENGLISH for reception • TypicalUsedExpressions: • Checking Guests In • Do you have a reservation? • What name is the reservation under? • How long will you be staying? • Wouldyou like a room with twin beds or a double bed? • Could I have your ID and credit card, please? • Your room is on the 4th floor, room number 45. • To get to your room, take the elevator on the right up to the fourth floor. Turn left once you exit the elevator and your room will be on the left hand side. A bellboy will bring your bags up shortly. • Breakfast is served from 6 to 9 a.m. every morning in the dining area. • Ourhotel provides room service, at an additional charge of 10 lei (2 euros). • Is there anything else I can help you with? • Should you have any questions or requests, please dial 'O' from your room. • Have a wonderfulstay at Unirea Hotel!

  33. ENGLISH for reception • TypicalUsedExpressions: • GivingInformation, Offering Assistance and Handling Complaints • We have a shuttle bus service that runs to the airport from here. You’ll find the shuttle schedule by the front door. • We have city tours that run from Unirii Square, in front of theStatue of Alexandru Ioan Cuza.You’ll find brochures of all our city tours to the left of this lobby. • To get to the spa,just go down this hallway and turn left. It’s the second door on your right. • I’m sorry about that. Let me see how we can fix that right away. • If you need anything else, please let us know.

  34. ENGLISH for reception • TypicalUsedExpressions: • Checking Out • Could I have your room number and key, please? • Did you enjoy your stay with us? (I hopeyouenjoyedyourstay!) • Your total billis 300 lei (65 euros). In whichcurrencyyouwouldliketopay? • How wouldyouliketopay – by card or cash? Do youneed an invoice? • Would you like to sign the hotel guestbook too while you wait? • Thank you for staying at Unirea Hotel and hope to see you again soon!

  35. ENGLISH for reception • Howtospeak in Reception • https://www.youtube.com/watch?v=wyqfYJX23lg

  36. ENGLISH for restaurant • Types of RESTAURANT SERVICES: (by businessdictionary.com) • FRENCH SERVICE - partially cooked food is brought from the kitchen on a cart which is used also for the final cooking. Food is completed in front of the guests and served by a waiter or waitress who offers a dish to each guest who helps himself or herself.  • RUSSIAN SERVICEFormal and elegant service very similar to (but faster and less expensive than) French service, except that the food is completed (prepared and garnished) in the kitchen and only one waiter (server) is used. • ENGLISH SERVICE – waiterserves each guest from a large dish, starting with the host or hostess (or a guest of honour, if any) at the head of the table. • AMERICAN SERVICE - portions of food are placed on plates in kitchen (except for bread and butter and salads which are served on the table) by the establishment's employees and served to each guest by a waiter or waitress.

  37. ENGLISH for restaurant • TypicalUsedExpressions: • Hello, do you have a reservation? • It's going to be about a 15-minute wait. • Mr. Knight, your table is ready. • Follow me, please. • Enjoy your meal. • Let me tell you about our specials today. We have a miso-glazed Chilean Sea Bass with a side of mashed sweet potatoes and sautéed spinach. • Can I get you something to drink? • Do you need a little time to decide? • Are you ready to order? • That comes with either fries or a baked potato. Which would you prefer? • Would you like fries with that, or a baked potato? • Oh, I'm sorry. We're all out of the salmon. • Would you like me to take that? • How was everything? • Can I interest you in our dessert menu? • Thankyou for yourvisit. I hopeyouenjoythe rest of theday!

  38. ENGLISH for restaurant • Howtoset up a table – Formal Dining • Main Termshttps://www.youtube.com/watch?v=p9mzBckf3G4

  39. ENGLISH for restaurant • Serve F&B tocustomers – Full Training • https://www.youtube.com/watch?v=dcTddt9VcQw • Prepare for service • https://www.youtube.com/watch?v=ZWU-2O2xeiE • Welcome customers • Take andProcessorders • Serve andclearfood & drinks • Closedownafter service

  40. Service Quality andCustomerExperience • ”IMPROVE you BODY LANGUAGE” • Ex. 4. Pleasefollowthe video and note keywordsabouthowtoimproveyour Body language. • https://www.youtube.com/watch?v=ZlBQxCzgRLw&index=72&list=PL37F1831C49D848BE

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