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.
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