I Am The Guest Service Experience
‘Service from the Heart’

Overview

So many people get confused by what is meant by the guest service experience. The thing is, we rarely know when a guest becomes aware of us, and that is the start of their experience – the moment they become aware you exist. Your guests want to be looked after, they want their needs met, they want their wants satisfied, they want to have THEIR perfect experience. The guest experience is only 30% down to the product. It is 70% down to the people and processes. The guest experience is paramount to the success of a hotel industry.

This program is highly interactive with NLP with motivation elements. This program shall guide participants to develop lost lasting relationship and future business with your respective hotel / resort by managing customer expectation in a realistic way.  In this module, you examine ways that you can exceed your customers’ expectations by setting, monitoring and influencing their expectations. You begin by discussing the importance of accentuating the positives of doing business with your organization. Then you analyse the expectations that your customers bring to you and sure-fire ways to enhance their experience.

Objective

At the completion of this module, participants will be able to:

  • Determine the expectations of their guest
  • Manage guest expectations in order to exceed them
  • Utilize a guest expectations management process
  • Understand, recognize and appreciate that their work is their contract with the organization with which they have determined to fulfil the contract.
  • Feeling satisfied and respect when performing their duties.
  • Feel proud of their contribution to the guest regardless of their position in the hotel/resort
  • Providing guest experience by adding significant values to their daily interaction with guest.
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Overview

So many people get confused by what is meant by the guest service experience. The thing is, we rarely know when a guest becomes aware of us, and that is the start of their experience – the moment they become aware you exist. Your guests want to be looked after, they want their needs met, they want their wants satisfied, they want to have THEIR perfect experience. The guest experience is only 30% down to the product. It is 70% down to the people and processes. The guest experience is paramount to the success of a hotel industry.

This program is highly interactive with NLP with motivation elements. This program shall guide participants to develop lost lasting relationship and future business with your respective hotel / resort by managing customer expectation in a realistic way.  In this module, you examine ways that you can exceed your customers’ expectations by setting, monitoring and influencing their expectations. You begin by discussing the importance of accentuating the positives of doing business with your organization. Then you analyse the expectations that your customers bring to you and sure-fire ways to enhance their experience.

Objective

At the completion of this module, participants will be able to:

  • Determine the expectations of their guest
  • Manage guest expectations in order to exceed them
  • Utilize a guest expectations management process
  • Understand, recognize and appreciate that their work is their contract with the organization with which they have determined to fulfil the contract.
  • Feeling satisfied and respect when performing their duties.
  • Feel proud of their contribution to the guest regardless of their position in the hotel/resort
  • Providing guest experience by adding significant values to their daily interaction with guest.