The Spirit Of Hospitality Parts 1 4

The Spirit of Hospitality Parts 1-4

The Spirit of Hospitality Aj Scott Michael Smith

Do you know? ,[object Object],[object Object],[object Object],[object Object],[object Object]

Topics for this seminar include; ,[object Object],[object Object],[object Object],[object Object]

Meet or Exceed Guest Expectations ,[object Object],[object Object],[object Object]

Discussion questions ,[object Object],[object Object],[object Object],[object Object]

More discussion questions ,[object Object],[object Object],[object Object],[object Object]

What are guest expectations (6) and how do we satisfy them?

Professional Appearance ,[object Object],[object Object]

Friendliness ,[object Object],[object Object],[object Object]

Courtesy ,[object Object],[object Object],[object Object]

Empathy ,[object Object],[object Object]

Responsiveness ,[object Object],[object Object]

Flexibility ,[object Object],[object Object]

Additional Points ,[object Object],[object Object],[object Object]

More points ,[object Object],[object Object],[object Object]

A few more points ,[object Object],[object Object],[object Object]

[object Object],[object Object]

Activity 2 Reach Out to the Guest ,[object Object],[object Object],[object Object]

[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

The Spirit of Hospitality Part 2

Discussion Questions ,[object Object],[object Object],[object Object],[object Object]

More discussion questions ,[object Object],[object Object],[object Object]

Delivering Quality Guest Service ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Additional Points ,[object Object],[object Object]

A few more points ,[object Object],[object Object],[object Object],[object Object]

Activity Determining what the guest wants ,[object Object],[object Object]

What the Guest Wants (continued) ,[object Object],[object Object]

Activity 2 Determining Guest Needs ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

The Spirit of Hospitality Part 3

There are four steps to effectively handle guest complaints….laugh…no, no sorry LAFF ,[object Object],[object Object],[object Object],[object Object]

More points ,[object Object],[object Object]

Activity 1 It’s all about Teamwork and Empathy ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Activity 2 Working together to resolve the guests problems ,[object Object]

The Spirit of Hospitality Part 4 Improving Service Quality

Discussion Questions ,[object Object],[object Object]

Improving Service Quality ,[object Object],[object Object],[object Object]

Activity ,[object Object],[object Object]

The Spirit Of Hospitality Parts 1 4

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