CREATING EXCELLENT SERVICE MINDSETS

Factors of Good customer experience

 Excellent Products
 Excellent Service
 Excellent Service Mindsets
 Excellent Product
 There is no doubt that hotels go that extra mile to provide useful
properties within their budgets. The physical products which
include the lobbies, guest rooms, restaurants, shopping, arcade
etc.
 Excellent Product
 Customer service in the perception of the customer is that they
are receiving it. Service to customers is based not just on systems,
processes, and procedures but also on personal efforts and
creativity of the services.
 Excellent Service Mindset
 Service mindsets are the attitudes behind technical skills when
delivering service. Such skills are identified at the time of hiring
service personnel.
 Here are some examples of how organizations have attempted to
create service mindsets:
 Caselet I
 A hotel on a rotation basis checked in their employees into the
hotel and asked them to experience a complete guest stay. They
slept in guest rooms, visited the beauty parlor and health spa, ate
in the coffee shop, and used the hotel squish courts.
 Caselet II
 Another hotel introduced a Continuous Improvement Programme
throughout the hotel. They firmed cross departmental teams to
come up with suggestions as to how they could improve service.
 Caselet III
  One hotel empowered it’s frontline executives to make
concessions to guests if they felt it would result in a boost to the
business. It gave the receptionist the power to upgrade a guest’s
room; the waiter the authority to replace dish if a dinner was
dissatisfied; the housekeeper the authority to clean a guest room
a third time if the guest was important.
 INFLUENCING CUSTOMER EXPECTATIONS
 One way to manage customer expectation is to influence it by it’s
ingenious ways:
 Caselet I
 It takes one to wait 45 minutes for a ride through Jurassic Park at
Universal Studios in Los Angeles from the time of purchase of the
ticket. As the queue keeps crawling the loudspeaker keeps
announcing at strategic points along the queue how much further
time is left.
 Caselet II
 Room service order –takers of a hotel are instructed to always tell
the guest to expect meal order is thirty minutes. It actually takes
twenty minutes to deliver a meal.
Caselet III
The coordinator of a three-day training programme conducted at a
hotel, was told them the participants had to eat all meals in the coffee
shop only. This was announced to the participants who were
despondent as they wanted variety in eating places.
Recovering from a Bad Experience
In spite of the best efforts to provide good service, bad experiences do
occur. This are some simple steps when a bad experience occurred:
• Apologize
• Don’t argue with the customer( The customer is always right. )
• Instead show that action is being taken ( e.g. make a phone call,
change the meal, offer a complimentary coffee to a guest waiting
for his room, etc. )
• Initiate action and follow-up
 • Keep the guest informed
• Apologize again
Caselets
A service recovery is just as important as providing “wow” service
because a customer lost. Here are some caselets of what hotels did to
recover from bad situations:
Caselet I
It took a guest an hour after a tiring flight to get his room. He was
waiting in the lobby and the wait seemed endless.
Caselet II
A regular diner of a restaurant was furious when his meal had garlic in
spite of his specific instructions to avoid it. He was allergic to garlic.
Emotional Experiences
Guests have become adventurous. They want total experiences that
will trigger emotions.
Time Conscious
The new guests of today’s fast paced world is extremely time conscious.
They are willing to perform tasks themselves to cut time.
Health Conscious
Nowadays, guests are working hard at keeping fit and healthy. New
research and better information has made people aware of healthy
living.
Value Addition
This refers to the extras given for a particular price. For example,
business executives may expect a free limousine service
from the airport to the hotel, free business lounge services,

THE FUTURE GUEST

The traveller has changed like everything chase around us. Now people
can cross boundaries from the comforts of their homes at the click of a
button.
Woman Power
Now women gave entered even those professions which were earlier
considered to be male territories like airline, pilots or corporate
executives. They now represent a substantial part of travelling public.
Business Wealth
Today the buzzword is privatization. Large dinosaurian a public
undertakings are forced to privatize. Governments can no longer
manage and fund these behemoths.
free newspapers, and even a free breakfast at the price they are paying
for a hotel room.
IFORMATION
Curiosity has spurred guests to travel, which has been made easy by
quicker transportation and economy holiday packages. They are
exposed to international cultures and service styles and are extremely
knowledgeable.
D-I-Y COMPETENT
Guests are willing to do things themselves ( D-I-Y stands Do it yourself ).
TECHNO-SAVY
In addition to D-I-Y competency, guests are comfortable in using the
web and would like to take control of their living experiences over the
web and via phone.
HYGIENE-CONSCIOUS
Guests are very particular about hygiene, particularly in how their
rooms are prepared and about those who serve them.
LANGUAGE SAVY
While English is still popular language in the global economy, hotels
with multi-lingual service staff are able to attract multinational
clientele.
POINT CASTING
The term relates to specialization in a very narrow field. Guests
patronize hotels which have achieved consistent excellence and
authority in a narrow field.