WOW!

SERVICE THAT DELIGHTS

The hospitality industry is constantly looking for new ways to deliver OUTSTANDING
SERVICE.

Nowadays, it is different-what used to be considered EXCELLENT, is now expected by

guests.

We are now looking to DELIGHT our guests by anticipating their needs.

Given below are 5 simple , yet effective ideas:

LET US GO BACK TO BASICS

1.CREATING A FRIENDLY PLACE-We all have a need to belong-If we can create a

friendly and warm environment for our employees, we will be offering an invitation for
guests to enjoy our hospitality.

How do we do this?

Let us ask ourselves these questions-

a. Are we recruiting for attitude or just competence?

b. Do we send employees on an induction so as to help them to fully adapt and enter

into the spirit of things ?

c. Are our employees working in an encouraging environment?

d. Do our employees receive the support from the management?

2. GIVING A HELPING HAND-80 % of our guests enter our property knowing what
they want,but, only 40% leave having experienced it.

WHY?

This is because either it was not available or we did not promote it.

GUESTS NEED HELP IN MAKING CHOICES-ALL OF US MUST STRIVE TO

HELP OUR GUESTS.
3. HAVING A POSITIVE ATTITUDE-We need to think about OUR attitude and not
only our team’s.

We are a role model to our juniors.If we are in a positive mood, our staff feel the same.

Perk up your staff as this DIRECTLY AFFECTS GUEST EXPERIENCE!

4. MAKING A GOOD FIRST IMPRESSION-We have only 30 seconds to make a

good impression,so, let’s make the most of that time.

Smile,make eye contact and verbally acknowledge the guest.

5. TAILORING TREATMENT-If a guest is in a hurry, we must work fast and be

purposeful.

Sometimes we are so bogged down by procedures that we fail to realise the

urgency the guest has.

REMEMBER 10 VALID 2 LETTER WORDS

IF IT IS TO BE IT IS UP TO ME!