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Guest CourtesyGuest Courtesy
Important to retain and increaseImportant to retain and increase
the customer base.the customer base.
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ObjectiveObjective
Why guest courtesy is Important?
Effects of proper coordination and
discipline . Is customer satisfaction important ?
What is customer delight ?
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GuestGuest
Person entertained at the home of
another; visitor
Any paying customer of a hotel, restaurant A person entertained by another acting as
host at a restaurant, theater, etc.
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Customer satisfactionCustomer satisfaction
It is the measure of how products and
services supplied by a company meet or
surpass customer expectation . The journey initiates right from the point of
reservation . The moment of Truth
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Continuation..Continuation..
Being specific , measurable and attentive
can help in large scale with term to
services provided . To be a good listener again plays a major
role to deliver excellent services .
Empathy and politeness are again two
important keys to run the functions
smoothly .
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Customer DelightCustomer Delight
It is creating a feeling a WOW!
Delighted customers are those whereyou anticipate their needs, providesolutions to them before they ask andwhere you are observing to see if newand/or additional expectations are
about ready to be required.
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Customer DelightCustomer Delight
Customer expectations are typically
not very high.
Your job is to surprise them Customer Delight is doing what they
havent even imagined
You know what you can do - they dont
What will cause them to say WOW!
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Why Customer Delight ?Why Customer Delight ?
It brings customers coming back for more .
It causes new customers to come .
It distinguishes you from the rest. It allows you to sell your product or service
for more money than the competition
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ContinuationContinuation
It allows you to make more return on your
investment .
It allows you to reward your employees.
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Truth About CustomersTruth About Customers
Ten times more expensive to
acquire a new customer than to
keep a current customer. Customers are lost primarily due to
indifference (66%) versus
dissatisfaction (14%)
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Service that Sells .Service that Sells .
Handling Guest Complain
Main goal is to solve the problem quickly
and quietly as possible .Reassure the guest that you want them to
be happy .
Show the guest that you are receptive tohis/her comments .
Never take anything personally .
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ContinuationContinuation
If the guest is unhappy with their meal ,
offer to fix the problem and take the plate
away .
Handling guest complain effectively ,will
not only bring the guest back ,but will also
increase your chances that they will tell
their friends about how were they treated.
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Front OfficeFront Office
Always stand when a guest arrives .
Greet him/her with a smile .
Always offer him /her achair first to feelcomfortable .
Listen to him carefully and then act
accordingly Always escort the guest down to his/her
respective room.
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Front OfficeFront Office
If the bell boys are not present ,help the
guest with his/her luggage.
If the guest is carrying baggagehimself/herself be courteous enough to
help him out .
If the guest is asking for some place within
the hotel ,help him to escort to the
respective place .
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Front OfficeFront Office
While talking to the guest , if you tend to
get a call , be courteous enough to take
the permission to attend the call .
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F& B ServiceF& B Service
Greet the guest with a smile .
When the guest comes put out a chair forhim, knowing his occupancy and choice oftable .
Help him out with his coat/blazer/jacket .
All individuals should be given menu cards
individually . The Steward should always carry a
notepad and a pen .
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Lets RememberLets Remember
Guest needs and expectation should be
looked into preferably .
Customer delight should be maintainedand should be the part of everybody's
profile .
Guest should always be welcome with a
smile and handled with patience and
empathy .