Accommodation & Hospitality Services
Ops Team 1 Staff meeting
28th April 2015
Please sign both attendance lists
Accommodation & Hospitality Services
News
HR
Environment
Quality Management/ ISO 9001
Customer Service
AOB
Agenda
Accommodation & Hospitality Services
VacanciesDomestic Assistant – 3x27.5h
New StartersAllan Cheeseman (Woodland)
Michelle James (Woodland)
TrainingDevelopment plans for summer support
StaffBen Jones is in Eastwood
Good wishes to Anne Bampfylde
Katherine Ryan left last week
News
Accommodation & Hospitality Services
News
Accommodation & Hospitality Services
News
Phones
Uniform ¾ trousersRound neck t-shirts
Name badges
U18’s - Grouping them together
Next meeting is scheduled for Thursday 4th June
Staff Rep Forum
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News
Accommodation & Hospitality Services
News
Accommodation & Hospitality Services
News
Practical Refresher Training
•Domestic Assistants - 27/28.05.2015 - Esther Parkin•Porters - 02.06.2015 - Esther Parkin
These are aimed at looking at the more commercial aspect of the role in preparation for the summer business.
Accommodation & Hospitality Services
News
Summer 2015 Hot Spot reminder
15th June -19th June 14th September -18th September
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HR
• The Annual leave year runs from 1st Sept – 31st Aug• You can only carry over 5 days to the next year
Any questions or queries regarding annual leave please speak to Anna.
Annual Leave
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HR
Sickness Card
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NVQ
L3 Hospitality Supervision & Leadership Apprenticeships L2 Cleaning Apprenticeships
L2 Team Leading Apprenticeships and L2 Customer Services Apprenticeships
If anyone is interested in signing up forthe Apprenticeship programme, government
funding might still be available.
If you are interested please let us know.
HR
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Environment
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Departure Talks
Encourage students to donate unwanted items
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Zero Waste
Encourage students to donate unwanted items
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Zero Waste
Better representation
on campus
Accommodation & Hospitality Services
ISO 9001 is the international standard which will give our organisation a quality system that will provide the foundation to
better customer satisfaction, staff motivation and continual improvement.
In April 2014 we achieved for ISO 9001 Quality Management. NQA will return on 13th May 2015 to carry out a Surveillance Visit.
Staff might be asked questions by auditors
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STAFF BRIEFING
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Why are you here?
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Accommodation & Hospitality Services
Customer Service Customer Satisfaction
go hand in hand - however they are two completely different things.
Customer Satisfaction is a measure of how
products and services supplied by a company meet or surpass customer expectations. Customer Service is the provision of service to customers before, during and after a purchase
Accommodation & Hospitality Services
Why is customer service important?
It takes 12 positive customer experiences to
make up for one negative experience.
For every customer who bothers to complain, 26 other customers remain
silent
96% of unhappy customers don’t complain, however 91% of those will simply leave and
never come back
Happy customers who get their issue resolved tell about
4-6 people about their experience
Accommodation & Hospitality Services
Why is customer service important?
Accommodation & Hospitality Services
Customers will decide in 7 seconds from 11 impressions whether they…
•Like You
•Dislike You
•Indifferent
… that will largely determine the satisfaction of their experience (and yours)
First impression
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•1- Cleanliness•2- Warmth (engaging)•3- Credible•4- Knowledgeable•5- Responsive•6- Friendly•7- Helpful•8- Understanding•9- Courteous•10- Confident•11- Professional
7 – 11 Quiz
It starts and ends with you
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Good customer service
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• Ask don’t Tell “Do you mind waiting while I find out for you”
• Never end an interaction with a negative - (I can’t)
• Watch your body language
• Do something extra Under promise and OVER DELIVER
• Develop an “attitude of gratitude” - Attitude is infectious
• Treat you customer how you would like to be treated.
Listen, care, and act.
It starts and ends with
you
Accommodation & Hospitality Services
Its OK to say “I Don’t Know”. As long as…
1. You follow up with “but I will find out for you!”2. Follow through and Follow up
It starts and ends with
you
You have shown the customer respect and they will respect you
Accommodation & Hospitality Services
• Smile
• Eye contact
• Undivided attention
• Body language
• Match the talk
• Take pride
Good Customer Service requires
Accommodation & Hospitality Services
• “Unless someone like you cares a whole awful lot, nothing is going to get better. It’s not.”
• “A person’s a person, no matter how small.”
• “Why fit in, when you were born to stand out?”
• “Sometimes the questions are complicated and the answers are simple.”
• “Today I shall behave, as if this is the day I will be remembered.”
5 Customer Care Lessons from Dr. Seuss
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Poor Customer Service
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1. I’ll try
2. You will have to
3. I’ll be honest with you
4. I don’t know
5. I can’t
Top 5 Hot Buttons for Customers
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Accommodation & Hospitality Services
How to handle customer complaint in 6 steps
1. Listen carefully to what the customer has to say, and let them finish.
2. Ask questions in a caring and concerned manner.
3. Put yourself in their shoes.
4. Apologize without blaming.
5. Ask the customer, "What would be an acceptable solution to you?“
6. Solve the problem, or find someone who can solve it— quickly!
Accommodation & Hospitality Services
Accommodation & Hospitality Services
AOB