Vinnytsa Tourism Development Project Customer Service in Hotel Operations

Vinnytsa Tourism Development Project

Customer Service in Hotel Operations

Vinnytsa Tourism Development

Agenda Project Overview Introductions Expectations The Golden Rule What is Customer Service? Customer Needs? Why is it

Important to You? Foreign Tourist Expectations 5 star rating system Communication with Customers

Telephone Skills, Complaints, Difficult Customers Staff Self Evaluations Front Desk and Cleaning Staff Protocols Wrap Up


Project Overview New Vinnytsa tourism website:

www.vinnytsatourism.com.ua

2007 tourism calendar: release on 01.12.2006

Customer service training: hotel and restaurant staff

Menu and service list translations

Tour guide training: employment opportunities for English-

speaking youth, development of day tour packages

Funding by USAID Small Project Assistance Program, United

States Embassy

Supported by the Vinnytsa City Administration


Introductions Sandra Jacobs, M.B.A.

Economic Development Project, United States Peace Corps

Business and NGO Consultant Sophia Gorobets

Project Manager, Youth Center Forum NGO, Vinnytsia Tourism Development

Participant Introductions Name Where do you work? What type of work?


Expectations

Why are you here? What do you want to learn today? What will not be included in the

seminar? What should you know at the end of

this class? (Handout)


Remember the Golden Rule

Treat others as you want them to treat you.


What is Customer Service? Any contact between the customer and the business

that causes the customer to feel positive, neutral or negative about the business. Customer service is more than just pleasantly greeting the customer. Customer service is everything you need to satisfy your customers, including the following elements.

Waiting on the customer Maintaining reasonable inventory levels Maintaining satisfactory working hours Effective presentation of merchandise, including

store cleanliness and attractiveness Having the necessary information to help the

customer make a good buying decision Handling customer complaints


A Successful Introduction

As small as a smile Providing customers needs Under promise, Over deliver


Customer Needs

Welcome Comfortable Appreciated Respected Timely service Honest


Why is Customer Service Important to You? In a free-market economy, the customer has a

choice of where to buy a product or service There are many businesses selling the same

or similar products or services at similar prices A business or shop offering good customer

service has a better chance to get the business

Good service attracts new customers Good service brings repeat business Foreign tourists like to tip for good customer

service in hotels (this includes cleaning staff, front desk, concierge, and restaurant staff)


Foreign Tourists Expectations Staff with knowledge of foreign languages A well trained staff

Reservation-telephone answering procedures Front desk Household staff: uniforms and nametags Knowledge of how to make international phone

calls Hotel and area information in foreign

languages Walking maps, list of restaurants stores and

pharmacies, list of local attractions, list of in-house services


Brainstorming Exercise

What does…

Cleaning a room involve? Being a receptionist involve? Waiting table involve?


Customer Service Standards: The 5 Star Rating System * low budget hotel; inexpensive; may not have

maid service or room service ** budget hotel; slightly more expensive; usually

has maid service daily *** middle class hotel; moderately priced; has daily

maid service, room service (food and drink preparation and delivery), and may have dry

cleaning, Internet access, and a swimming pool

**** first class hotel; expensive (by middle-class standards); has all of the previously mentioned

services; has many "luxury" services such as massages or a health spa with intl. standards)

***** luxury hotel; most expensive hotels/resorts in the world; numerous extras to enhance the quality of the client's stay (for example: some

have private golf courses and even a small private airport)


Customer Service Standards: The 5 Star Rating System

Analyze your hotel. Where does it fit in the star system?

If your analysis is not the same as your hotel’s current rating, what changes could you make to improve?


Communication Active listening is a fundamental part

of customer service Let’s try a communication quiz! Examples in your business? Open vs. Closed Questions:

Open: What did you like about our hotel? Closed: Did you enjoy your stay? Open: What can I do for you? Closed: Do you need a room at our hotel?


Communication The power of non verbal

communication: Face to Face – What % is important?

Words Tone of Voice Body Language

Phone Conversations – What % is important? Tone of Voice Words


Basic Telephone Skills Scheduling outward calls Appropriate greetings and endings Gathering information Listening skills Suggesting and verifying a course of action Dealing with difficult callers Telephone etiquette Things to avoid when on the phone


Customer Complaints Why don’t customers complain?

Won’t make a difference, too much bother, embarrassed, afraid, too much time

If 2 people actually complain about something, in most cases 26 people actually have an issue

Only 4% of customers actually complain to management over bad customer service, but this does not mean they are happy

Remember the 10/2 rule: If a customer has a bad service experience, he or she

will tell 10 people. However, he or she will only tell 2 people if they have a good service experience.

Most interesting, if a customer has a bad experience that is corrected and turned into a good experience, they will tell 15 people.

Role Play good and bad handling of customer complaints


Handling Difficult Customers The most important thing to remember when dealing

with difficult customers is: the customer is “almost” always right.

The manner in which you deal with a difficult customer will reflect how you value your customers. Doing this right is a sign of a well-trained and well-managed business.

5 steps to dealing with difficult customers:1. Allow the customer to vent2. Empathize with the customer3. Problem solve with the customer4. Agree to a solution with the customer5. Follow up with the customer to ensure resolution


Staff Self Evaluations

Activity: Draw your perfect staff person Self Evaluation Tool:

Appearance Scheduling Attitude and Professionalism Job Performance


Let’s Practice!

Front Desk Procedures Case Study Cleaning Service Procedures Case

Study


Front Desk Clerk Protocols Appearance upon arrival – clean with odor free

clothing Set up desk so that everything is at your

fingertips Check in and check out procedures – have a good

system and follow it! Phone etiquette: greeting, hotel name, your

name, May I help you? – all in a nice manner and tone

Repeat important points back to the customer Send out confirmations via mail or email


Front Desk Clerk Protocols Know your community – where to go,

what to eat Guest greetings Know how to handle difficult guests Use open questions (as opposed to closed

questions) What should be done when all is quiet at the

front desk? Determine open communication methods

between staff and management and use them


Maid Service Protocols Service Cart/Basket:

What is on it? How do you load it? Trash bin Dirty linen bin Cleaning products Vacuum and Mop Replacement items: towels, linens, soap, shampoo,

lotion, toilet paper, etc. Proceed to Room Top-down Cleaning – What is the process?


Wrap Up

What are three things you learned as a result of attending this seminar?

What are three things that I will do differently when I get back to my job?


Business Consulting Opportunity

Through April 2007, Sandra and Eric Jacobs can provide an objective, experiential analysis of your current service levels, including recommendations for improvement and assistance with listing on English-language websites.

Cost will be 100 hrv. donation to Youth Center Forum NGO, plus night in room or cost of meal.

Contact Sophia Gorobets for additional information.

Also available upon request are English phrase classes (fee-based)


Vinnytsa Tourism Development Project

Thank you for your time and participation today!

We wish you success with future business management!

For additional information on any Vinnytsa Tourism Development project activities, contact Sophia Gorobets at 8-095-395-5993, 56-01-53, 54-07-86

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Vinnytsa Tourism Development Project Customer Service in Hotel Operations