Staff Service Episode 2 - August 2007

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Staff ServiceEpisode 2 - August 2007

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“My staff can’t wait for our new GIS scores each month. We really value being able to look at

things through our guests eyes”

Quotes from hotel managers…

“These are all very simple changes that are improving guest service at our hotel.”

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“We love the JumpStart meetings, and it’s already made a difference. Each employee has a chance to share ideas

and stories to help the whole team.”

Quotes from hotel managers…

“Our staff looks for opportunities to WOW the guest by listening and showing the guest we value their feedback”

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1a Capture the Complaint

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1b Address the Person

Before the Problem

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1c Consider your options

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Best Practices from Episode #1

Heather Culpepper-Beeker, GM AL212“The Vision Team”

Dianne Jeffers, GM PA365“How to Wow!”

Send us your ideas!drivers_ed@choicehotels.com

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Episode 2Staff Service

5 GIS Key Driversthat drive LTR:

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Staff ServiceOverall Condition of RoomQuality of BreakfastOutside Appearance of HotelSafety & Security

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Coach’s Guide & JumpStarts

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JumpStart 2aThe Hospitality Bank Account

Smile & Hello!

Eye Contact

Build Rapport

Be Prepared

for the guest

How are you

enjoying your

stay? Record our deposits!

The Point:Each time we interact with guests, we either make deposits to, or take withdrawals from our Hospitality Bank Account.If we are constantly making deposits, our guest are more understanding when we make an occasional withdrawal.

The Goal:Be proactive, and look for opportunities to make deposits.

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JumpStart 2bUsing Names

The Goal:•Use the guest’s name, your name, and co-workers names whenever possible.

Speed Bumps:The employee mindset is to avoid difficult names.When we’re overly busy, our priority may shift away from learning and using names.

The Point:•“The sweetest sound in any language is the sound of our own name”

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JumpStart 2cHospitality Fender Benders

The Point:The #1 goal is to ensure the guest is happy.Common mistakes are made if we’re not careful.

The Goal:Find ways to avoid hospitality fender benders.

Speed Bumps:Avoid the blame game – work as a team.

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1.Choice Hotels Training Product Guide

2.Be Our Best – Phase One

3.Learning Management System (LMS)

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Additional Resources

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Start using “Staff Service” today!Keep on using “Complaint Resolution”

Driver’s Wanted!Send us your suggestions, ideas,

and success stories…drivers_ed@choicehotels.com

Coming in OctoberDriver’s Ed – Episode 3

“Overall Condition of The Room