CONFLICT RESOLUTION AND GUEST SERVICES

BUILDING A HEALTHY GUEST SERVICES CULTURE

RESOLUCION DE CONFLICTOS y SERVIO A HUESPEDES

CRIANDO UNA CULTURA DE SERVICIO SANO

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

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

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

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.

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

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

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

DAY FOUR

• SUCCESSFUL CONFLICT AND COMPLAINT RESOLUTION TECHNIQUES

• L.E.A.R.N. • LISTEN

• EMPATHIZE

• APOLOGIZE

• REACT

• NOTIFY