MAKE IT A

GREAT DAY!!
EVERY GUEST ENCOUNTER IS AN
OPPORTUNITY TO DELIGHT A
MOMENT OF MAGIC!!

The Mission

To provide genuine
hospitality to every
guest at every
point

What Is Genuine
Hospitality?

DOING ORDINARY THINGS

EXTRAORDINARILY WELL
GOING BEYOND WHATS EXPECTED
ADDING VALUE
BEING AT YOUR BESTALWAYS
NEW WAYS TO DELIGHT
TAKING CARE OF THE CUSTOMER
LIKE YOUR OWN FAMILY

WHAT IS OUR
STRENGTH?

YOU!!

A GUEST WANTS
TO FEEL?

If you are a guest what

would you want?

Every guest wants to

feel

Welcomed
Recognized
Important
Special

How do we deliver our

promise of 100%
Guest Satisfaction?
We need to
Adopt a Positive Attitude.

Positive Behaviors

Acknowledge the Guest

Welcome the Guest
Use the Guests name
Check for Guest satisfaction
Thank the Guest

Acknowledge the Guest

Use the 10/5 Rule

If you are within 10 feet of a guest,

smile, nod or acknowledge them
using positive body language.
If you are within 5 feet of a guest,
greet the guest by saying; Hello.,
Good Morning, Good Evening etc.

Welcome the Guest

When in person:

Greet the guest using an appropriate

greeting, a smile, positive body language
and a positive tone of voice.

When on the phone:

Use our hotels standard greeting with incoming calls and a department specific
greeting with in-house calls.
Always use an upbeat, positive tone of voice!

Use the Guests Name

Use the guests surname in your

conversations with them.
Where appropriate, offer your
name to the guest.
Mr Smith

Mrs Jain
Mr Arvind

Check for Guest

Satisfaction

At every opportunity, ask the guest

how they are enjoying their stay.
If we dont, we never know if the
guest is 100% satisfied with our
service.

Thank the Guest

Thank the guest for staying with us

Be sincere and genuine
Invite them to return

Caring doesn't cost money.

You can't buy it. It's just
there. You have to mean it;
your customers need to
hear it in your voice.
It can't be faked.
Simple. Inexpensive.
Memorable

So
SMILE
GREET
KEEP EYE CONTACT
EXUDE CONFIDENCE
DO NOT WAIT FOR GUEST TO
MAKE THE FIRST CONTACT
UNDERSTAND BODY
LANGUAGE

REMEMBER

First impressions are

lasting impressions

You never get a second

chance to make a first
impression

AND

Every guest should leave

saying wow, its a

great hotel and

most importantly it
has fantastic people