1. CONSTRUCTIVE
COMMUNICATIONS
PRESENTS…

2. )

3. PERCEPTION IS THE
ONLY “TRUTH” THAT
MATTERS

4. EXPECTATIONS

5. 14
12
10
8
Serie 3
6 Serie 2
Serie 1
4
2
0
Categoría 1 Categoría 2 Categoría 3 Categoría 4

7. THEY EXPERIENCE A GAP BETWEEN REALITY AND THEIR
EXPECTATIONS
ANTICIPATE A GAP BETWEEN REALITY AND THEIR
EXPECTATIONS
THEY PERCIEVE AN INABILITY OR UNWILLINGNESS TO
MEET THEIR EXPECTATIONS

8. INDIFFERENT
UNAPPRECIATED
CYNICAL
INSECURE
RESENTFUL

9. #1…MEET THEIR EXPECTATIONS. DOING SO
ESTABLISHES TRUST
RE-ESTABLISHES TRUST WHERE IT
WAS LOST

10. KEYS TO SUCCESS

12. WHERE IT IS WHAT IT OFFERS
WHAT TIME IT OPENS
AND CLOSES
WHO WORKS THERE
KNOWING THE HOTEL WELL WILL INSTILL
CONFIDENCE IN THE GUEST REGARDING OUR
ABILITY TO SERVE THEM. NOT KNOWING
CAN CAUSE GUESTS TO WASTE VALUABLE
TIME

13. ALL EYES ON THE LOBBY. BE AWARE OF ANYBODY
ENTERING THE AREA. ACKNOWLEDGE WITH A
SMILE OR GREETING…OR BOTH!!
AS GUEST APPROACHES…
POSTPONE OTHER CONVERSATIONS
USE ENGLISH WITH CO-
ACKNOWLEDGE THAT WORKERS WHENEVER
GUEST IS APPROACHING POSSIBLE IN GUEST’S
FOR ASSISTANCE AND/OR PRESENCE IF THEY SPEAK
INFORMATION ENGLISH

14. ACKNOWLEDGE THE PERSON WAITING
TO BE ASSISTED
LET THEM KNOW IN THE WARMEST
MANNER POSSIBLE, YOU OR SOMEBODY
WILL BE WITH THEM SHORTLY TO ASSIST
THEM. ASK BRIEFLY WHAT THEY NEED;
PERHAPS A CONCIERGE CAN ASSIST THEM
AS WELL

15. IN THREE RINGS
GREET THE CALLER AND
DETERMINE THEIR NEEDS!!
MAKE SURE SOMEBODY IS AVAILABLE
BEFORE TRANSFERRING THE CALL

16. TREAT EACH PERSON AS YOU WOULD
WANT TO BE TREATED (THE GOLDEN
RULE: IT IS EVEN MENTIONED IN THE
BIBLE)
RECOGNIZING THE OTHER AS A
HUMAN BEING RATHER THAN A
TASK
USE THEIR NAME…WHENEVER POSSIBLE!!!

17. BE EMPATHETIC AND
AN UPSET GUEST…
HELPFUL
A GUEST WITH A STORY TO BE A GREAT LISTENER
TELL...
GUEST IN A HURRY… ACCELERATE!!!

19. BE UP-FRONT ABOUT YOUR
AUTHORITY…WITHOUT MAKING IT
SOUND LIKE AN EXCUSE!!
GIVE THEM A
REASONABLE TIME SPAN
AND FOLLOW THRU
DEMONSTRATE YOUR COMMITMENT TO HELP
THEM GET THE ASSISTANCE THEY NEED

20. REMEMBER….

21. NOT SURE WHO IS RESPONSIBLE FOR
TAKING CARE OF THAT “DIFFICULT”
GUEST….?
JUST TAKE A LOOK!

22. THE FRONT OF THE HOUSE GUEST
CONTACT STAFF PROVIDED SUCH
GREAT SERVICE THAT AN
OTHERWISE INDIFFERENT GUEST
POSTED A POSITIVE ONLINE GUEST
REVIEW, WHICH WAS LATER READ
BY A “FENCE SITTING” UNDECIDED
GUEST WHO DECIDED TO BOOK
BASED ON THAT REVIEW? WHAT IF
THIS HAPPENED JUST ONCE PER
WEEK?