What is service?
“A valuable action, deed, or effort performed to satisfy and fulfill a demand”
What do guests want?
o First, they want a product or service with NO defects (check the rooms after housekeeping)
o Second, they want timeliness
o Third, they want the person with whom they’re dealing to be nice to them
Service is perishable, what does this mean?
No inventory of service
What are types of service?
- Assistance service
- Repair service
- Value-added service• Say goodbye when they check-out, ask them how their stay was and if they are not satisfied, fix the problem right away
• Connect with your guest be real, make effort, be personal, guests who you feel connected with, will remember you
• Guests’ expectations: most guests do not ask anything unreasonable, but it depends on their level of expectations
What is Assistence Service?
help, assist; host/hostess (exceeds expectations by: overhear/see details); concierge (get table, tickets); bellboy (introducing guest to hotel, interaction with the guest – name, birthday and tell that to FO)
What is Repair Service?
keeping what you promised, maintenance (fixing and replacing), repairing a leaky faucet in a guest room
What is Value-added Service?
exceeding customer expectations
What is the 3 steps rule?
o Offer a great welcome to the guest, if you are within 3 meters of the guest
o If the first 4 contacts go well there will be virtually no complaints thereafter
Serving VS Caring
Service: you do what is asked
Caring: you do what is right for the guest, one step ahead
What is the result of happy guests?
• Happy guests => loyal customers => positive word of mouth => revenue increases
What does exceeding expectations intale?
If you have a basic product, customers are looking for basic attributes. If you have a premium product, it is not enough to cover the basics. Excitement features have to be added continuously
What are interpersonal skills?
Putting yourself in the shoes of the guests
‘Advantages’ for complaints:
you have an opportunity to save the day, learn from mistakes and become better, create an environment where people feel comfortable giving feedback, ask power question, always thanking
Level of customer satisfaction:
- Perceived service / expected service
- Perceived higher than expected: Delighted
- Perceived as expected: satisfied
- Perceived worse than expected: dissatisfied
True or False: The GM sets the tone and creates a structure.
TRUE
True or False: As General Manager, it is important to be visible and make the stay of the guest as personal as possible.
TRUE
What are sustainable Lodging Operations?
- Creating more goods and services while using less resources and causing less waste and emissions
- 3 P approach: people, planet, profit
- Operational changes and building operation strategies
- Lower operating costs by saving water and energy and reducing waste, eliminating toxic chemicals healthier environment
How do you save water, reduce waste and eliminate toxic chemicals?
Energy efficient lighting (dimmers and timers), building insulation, using natural daylight, eliminating leaks (replacing windows);
Low-flow toilets, low-flow showerheads, reuse towels and linen program;
Recycling opportunities for guests and staff, reusable napkins and tableware, refillable toiletries, recycling furniture (charity), minimize packaging, rechargeable batteries, energy-efficient transport, environmentally friendly cleaning products, organic and locally sourced products, using technology instead of paper
Example of trends and developments:
- Safety and Security
- Private and governmental capital
- Technology and artificial intelligence, SOPs online, smart hotel room
- Management that deals with rapid change
- Globalization, investors from different continents
- Classifications
- Vacation ownership increases
- Multi-use hotels
- Culinary selectiveness: rise in appearance, ambience and quality of food increased revenue chances, experience becomes more interactive, focus on sustainability, organic and local, allergies, low-calorie, culinary trends
Examples of sustainable cruising?
- Hydrogen-powered ships
- Recycling, processing waste on board, environmental standards for wastewater and recycling, additional eco-amenities and conservation practices
- Use of seawater
- Carbon-neutral cruises
- STI (Sustainable Travel International) that assists and gives certificates
- Prevention of diseases and outbreaks, strict hygiene regulations
Examples of trends in the cruising industry:
- Number of ships increases
- New accommodations and entertainment
- Adding capacity on ships: new design and architecture
- Different types of cruises offered
- Job opportunities increase
- Sustainability
Examples of classifications of restaurants:
- Steakhouse: attract more customers with fish and chicken but steak is heart of business
- Family restaurants: located with easy access to the suburbs, informal setting and design, simple menu and service for the whole family
- Ethnic restaurants: mostly independently owned and operated, “taste of home”, traditionally opened to cater the taste of immigrant groups
- Quick-Service/Fast-Food: delivery services, drive-throughs, fast food restaurants, location strategy result in increasing popularity: limited, bright lit and colourful menu, cheaper ingredients lower price, including self-service facilities, unskilled labour as well as skilled, highway plaza and shopping centres
True or False: Guest room problems make up the biggest category at nearly 60% of reported problems but have the lowest impact on guest loyalty. That may be surprising because ultimately what guests are paying for is a place to sleep.
FALSE, it is 42%.
True or False: Service problems make up a much smaller portion of reported problems but have a much more dramatic impact on guest loyalty.
TRUE
