Foundations of Luxury Service Facilitated by Kristi Grotsch
TODAY
Explore basic service expectations of luxury
Activity No. 1: 5 minutes. My thoughts on Luxury
Find a partner and answer the following question:
1. A Luxury experience for me is…
Then, introduce your partner referring to the answers of the questions and also name, role and date started
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EVOLUTION OF LUXURY
LOCALISATION
MODERNIZATION
ACCESSIBLE
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A BRAND IS A PROMISE
What do we promise?
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Cleanliness & Condition
Staff Appearance
Courtesy & Manners
Efficiency
Thoughtfulness
Sense of Personalized Service
Guest Comfort & Convenience
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LUXURY IS always feeling welcomed
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GREETING OUR GUESTS
“It all about the personalized little ‘wow’ moments we create for our guests!” Make eye contact Shows you are always alert and ready to acknowledge guests passing by Shows we are giving them our undivided attention and ready to assist them 1 MIN All guests should be greeted within
DON’T FORGET TO SMILE
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LUXURY IS always feeling welcomed LUXURY IS feeling important
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PROFESSIONAL VOICE
“It all about the personalized little ‘wow’ moments we create for our guests!” Slang and luxury never go together May give an im ression that we don't care May impact how guests view our brand Appropriate pace Too fast- guests may have trouble understanding us or may think you are too busy to assist them Our voice has a calm and graceful tone Maintain composer so guest feels valued, take time to answer questions shows they are your top priority Be clear and highly articulate
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PROFESSIONAL VOICE
“It all about the personalized little ‘wow’ moments we create for our guests!” Use full & complete sentences Avoid one-word responses that kill a conversation Be specific when asking guest about their experience “Sure” “Certainly, I would be delighted to assist you.” “I hope you enjoyed your personalized massage.” “Ms. Smith, welcome back, how are you ?”
Balance- brief & conversational
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A: flipchart, groups- do’s and don’t
LUXURY IS always feeling welcomed LUXURY IS efficiency, c arity and courtesy
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TELEPHONE ETIQUETTE
“It all about the personalized little ‘wow’ moments we create for our guests!”
Answer the phone within 3 rings
If you need to put a guest on hold , ask for permission, then wait for h ir reply before connecting
“I’d be happy to check for you, would you mind if I put you on a brief hold?....sure….Thank you.”
Guests should not be put on hold for more then a call back should be offered in this case and specify when you will return their call ( ASAP) “ Mr. Smith, it may take me a minute or two to confirm may I place you on hold , or would you like me to call you back?” 30 SEC
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LUXURY IS always feeling welcomed
feeling take car of all the time
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ANTICIPATORY SERVICE
“It all about the personalized little ‘wow’ moments we create for our guests!” Guests should not have to request anything themselves, that is when luxury service stops Pay attention to the clues our guests give us by listening and observing to offer what they need BEFORE they even realize they need it Put yourself in the guests shoes, what would your unexpressed needs or wants be in that moment
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LUXURY IS always feeling welcomed LUXURY IS the littl ‘wow’ memorable moments
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THOUGHTFUL SERVICE
“It all about the personalized little ‘wow’ moments we create for our guests!” Thoughtful = shows we care for them GATHER INFO Small pieces of info/ preferences about the guest LOOK FOR OPPORTUNITES Times in the guests experience where you can use this info SHOW YOU CARE Thoughtful = making our guest feel specia
Small gesture to show your care and concern for them as an individual
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A: Ball, learn..offer
LUXURY IS always feeling welcomed L XURY IS being taken on a journey
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CARE AND CONCERN
“It all about the personalized little ‘wow’ moments we create for our guests!”
Genuinely showing CARE and CONCERN for our guests by:
Making it more comfortable & convenience
HOW ?
A: Flipchart ..how?
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LUXURY IS always feeling welcomed LUXURY IS having a seaml ss experience
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TEAM COMMUNCATION
“It all about the personalized little ‘wow’ moments we create for our guests!” Cross- departmental channels of communication amongst staff need to be consistent and complete. ONE TEAM, ONE GOAL! Share info you learn about the guest to others Creating a seamless experience for our guests requires team work from everyone
We should never decline any request without offering appropriate alternatives
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LUXURY IS always feeling welcomed LUXURY IS feeling naturally recognized
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USING GUEST NAME
“It all about the personalized little ‘wow’ moments we create for our guests!” Name sandwich – beginning, middle, end of a conversation – minimum once and max 3 times If you don’t know how to pronounce a guest name try it with confidenceor ask them Remember to always SHARE and RECORD the guest name ( include pronunciation for difficult ones ) When you know guest name – USE IT
A: …name practice
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LUXURY IS always feeling welcomed LUXURY IS fe ling understood
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“It all about the personalized little ‘wow’ moments we create for our guests!” When reading guests, use the traffic light system to identify which interactive approach to use : Red Appreciates quick interactions, efficiency Yellow Seeks guidance, advice, recommendations Green Open to longer interactions, more engaged APPROPIATE INTERACTIONS Every guest is different, we need to tailor our interaction length and approach to them
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EMOTIONAL INTELLIGENCE
Self Management
Self Awareness
Social Skills
Empathy
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LUXURY IS always feeling welcomed LUXURY IS special
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PERSONALIZED INTERACTIONS
“It all about the personalized little ‘wow’ moments we create for our guests!” Welcome Vs. Welcome back!
Make our guests feel like an individual *Personalize the interaction with small info you know
Have a great evening Vs. Have a lovely time at the Opera
Be Interested And Interesting *We should be able to hold a natural and genuine conversation with our guests.
Response Appropriately
Close the conversation
A: partners, holding conversation A: Individual- questions to ask
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Hair style is neat and shows evident care
“It all about the personalized little ‘wow’ moments we create for our guests!” GROOMING Well groomed means taking care of your personal hygiene Uniforms should be well fitted. Always neat, tidy and clean throughout your shift Its simple! .. Always strive to look your best Always strive to look your best
Name tag and pin is straight
Uniform is clean, tidy and wrinkle free
Avoid bulky things in your pockets or
Shoes are well polished
POLISHED AND PROFESSIONAL
hanging objects
LUXURY IS looking polished and professional
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LUXURY IS always feeling welcomed LUXURY IS fe ling understood LUXURY IS always bei alert and ready
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APPEARANCE
“It all about the personalized little ‘wow’ moments we create for our guests!” We are always on stage, we should be ready to acknowledge guests at all times. Alert posture and open body language
Behave professionally in view of guest
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LUXURY IS always feeling welcomed LUXURY IS fe ling understood LUXURY IS xpert service
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Technical skills & Knowledge
“It all about the personalized little ‘wow’ moments we create for our guests!” BE EXPERTS in our role
Guest expect us to :
KNOW our hotel
PROVE IT THROUGH LUXURY EXPERIENCES
First time guests, offering a tour of the Health club and highlight health benefits of the sauna and steam room
Concierge arranging a day of exploring in the city
Recommend to enjoy the live Ent. In the lobby and offering to arrange a table by the fireplace for anniversary celebration
Bartender creating an off menu bespoke cocktail for a birthday celebration
A: Groups, feature + benefit
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Technical skills & Knowledge
“It all about the personalized little ‘wow’ moments we create for our guests!” After assisting any guest request always ensure they are satisfied with your service “ Is there anything else I may assist you with? “ After making a recommendation, be sure to follow-up to ensure they enjoyed it If you do not know the answer to a guest question, don’t guess or say I don’t know: 1. Offer to find out as quickly as possible 2. If you must say no to a request, be ready to offer alternatives
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LUXURY IS always feeling welcomed LUXURY IS fe ling understood LUXURY IS feeling my time is valued
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EFFICIENCY
“It all about the personalized little ‘wow’ moments we create for our guests!”
Guest expect us to respect their time, this is shown through efficient service
Efficiency = doing a task the quickest without jeopardizing service standards
To create a seamless experience there should be no excessive delays or interruptions Always try to avoid delays , but if guests have to wait in a que, thank them for waiting and apologize
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URGENCY
v
“It all about the personalized little ‘wow’ moments we create for our guests!” Approach each interaction with a sense of urgency Guest will feel well taken care of a d reassur d their time is important to you If excessive delay in service 1. Keep them informed 2. Explain what is happening 3. Give estimate time 4. Ensure they are comfortable while waiting Urgency is not about speed, it is doing the job perfectly as efficient as possible
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LUXURY IS always feeling welcomed LUXURY IS fe ling understood L XURY IS impr ssive surroundings
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HOTEL CLEANLINESS
“It all about the personalized little ‘wow’ moments we create for our guests!” Keeping our hotel in top notch requires team work, be the eyes and ears of the hotel and communic te with ther depts . Play your part - Take pride in your attention to detail and not accepting average. Show care Cleanliness / good condition is an expectation of luxury.
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LUXURY IS always feeling welcomed LUXURY IS fe ling understood LUXURY IS genuinely understanding
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GUEST RECOVERY
“It all about the personalized little ‘wow’ moments we create for our guests!” FIX TO DELIGHT - Sense of urgency -one stop shop experi nce -Art of offering opinions 3 No luxury hotel is perfect. Everyone makes mistakes. It is how we recover that is important Have the confidence that YOU can turn the guest complaint around into guest loyalty
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LISTEN
- to facts -to feelings
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FOLLOW UP To ensure the guest is happy with solution
APOLIGIZE Genuine ‘I am sorry’
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IT’S THE PEOPLE THAT MAKE THE DIFFERENCE..
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BE GUEST CENTRIC ANYWAYS
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Foundations of Luxury Service Facilitated by Kristi Grotsch
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