This document describes a four-day training course on building a positive service culture for resolving guest conflicts. Day one focuses on attitudes, expectations, and body language. Day two is for managers to recognize weaknesses and strengthen leadership. Day three covers empowering frontline employees and being proactive. Day four teaches the L.E.A.R.N. technique for resolving complaints and ensuring guest satisfaction. The goal is for hotels to develop excellent communication, empowerment, and complaint resolution to provide outstanding guest service.
3. 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
4. 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
5. 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
6. 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.
7. 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
8. 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
9. 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
10. DAY FOUR
• SUCCESSFUL CONFLICT AND COMPLAINT RESOLUTION
TECHNIQUES
• L.E.A.R.N.
• LISTEN
• EMPATHIZE
• APOLOGIZE
• REACT
• NOTIFY