Guest Engagement Model
FIND (Exploration)
SPEAK (Extraction)
SERVE (Delight)
MEET (Connection)
• Read the scenarios and use the flipchart to list down your responses.
12 GOLDEN RULES OF GUEST ENGAGEMENT
FIND (Exploration ) We will be in busy areas of the hotel at the RIGHT time.
MEET (Connection) We will always go to the guest before they come to us. We will always proactively engage with guests in public areas. We will use positive body language and non-verbal cues effectively. SERVE (Delight) We will take ownership of guest's issues, ensuring complete satisfaction. We will always utilize 30-minute problem solving methodology. We will learn from guest feedback and use Great and Guestpedia to keep data and improve future stays.
We will change our daily habits to FIND more guests.
We will be aware of the guest type we are trying to find.
SPEAK (Extraction)
We will always have a "Yes, with pleasure" attitude.
We will ask specific, relevant questions during conversations. We will practice active listening and act on feedback relentlessly.
Scenario 1
Anna is a new Front Office colleague and is excited to make a difference. She would like to engage with guests and explain the benefits of enrolling in Shangri-La Circle.
Where and When can she find and connect with guests?
3
Scenario 2
Alvin is a seasoned Events Coordinator. One of his tasks is meeting potential guests and explaining the concept, capacity, rates, coffee breaks of Banqueting to potential guests and closing deals.
Which Golden rules of Guest Engagement should he practice?
4
Sara is a Spa therapist who also doubles up as a Receptionist. Business in the Spa has not been encouraging this month and meeting the budget looks like a challenge. Sara intends connecting with guests and explaining the massages that are available and their benefits.
Scenario 3
1. 2.
Who are the guests she can connect with?
Where can she find them?
3. What are the Do’s and Don’ts she needs to bear in mind?
Scenario 4
Mr. Newton is a regular Diamond guest at the hotel. Karen, a Duty Manager sees Mr. Newton in the Lobby Lounge. She notices that he is visibly upset. On engaging, Karen learnt that Mr. Newton is unhappy about the quality of Asian breakfast served by In Room Dining and is upset as despite speaking to the Executive Chef last night, the Dim Sums were thick & rubbery.
What should Karen do?
Scenario 5
Mira is a Housekeeping Attendant. While cleaning the room, she meets Mr. Smith. She checks on satisfaction by asking “How was your stay?”
What question do you think Mira can ask that would make this interaction truly engaging?
Scenario 6
Ellen is working as a Horizon Club Assistant and is aware that the quality of the buffet and service delivered to the guests affect the BITE score. The BITE target is 91% and they are trailing behind at 87.5%. All guests are rating 80/100 but there are no specific comments on why they are rating so?
What can Ellen do to improve the rating?
8
Scenario 7
Susan is working in the Service Centre. She has recently joined the Brand and completed her induction and TCI. When she interacts with guests on the telephone, she would like to make the conversation more personalised and engaging.
What platforms are available to Susan and What information is useful that can make the guest interaction truly engaging?
Scenario 8
Conrad is the IT Manager. There has been a huge investment on the H.S.I.A upgrade in the Guest rooms, Apartments and Public areas by the owners of the Hotel. However, guest are rating the Internet Experience low?
❖ Where can Conrad find the guests? ❖ How can he establish a connection and speak to them? ❖ What specific question can he ask? ❖ How can he delight them?
GUEST ENGAGEMENT MODEL
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