WELCOME TO

THE 3”A’s”
CUSTOMER CARE PROGRAM I

The 3 “A’s”

Attitude Appearance Approach

LEARN MORE ABOUT….

The 3 “A’s”

Attitude
ATTITUDE- VIDEO

Attitude
WORK IN A GROUP

1. Apakah perbedaan paling pokok antara Rania

dan Mae?
2. Mengapa perbedaan tersebut terjadi?
3. Apakah dampak sikap masing-masing
terhadap karir dan pribadi mereka?
4. Apa nasehat anda untuk Rania dan Mae?
 Summary

ATTITUDE
The most important characteristic for success is a positive
attitude.
We all have the ability to decide whether to be positive or not.
It’s OUR choice. It doesn’t depend on the environment. It
depends on us.
If we decide to be consistently negative, we hurt our careers
Appearance
and our personal happiness.
By deciding to be positive in any situation we gain support and
respect from other people, and make ourselves more confident
and happy. We also increase the chances that we will have a
great career and family life.
LEARN MORE ABOUT….

The 3 “A’s”

Appearance
APPEARANCE- VIDEO

Good
Appearance

Appearance
WORK IN A GROUP

1. Apakah persepsi Pak Sumardi

terhadap Prime Plaza dalam video
ini?

2. Apakah persepsi tersebut tetap

stabil?

Good
3. Faktor-faktor apa sajakah yang
Appearance
mempengaruhi persepsi Pak
Sumardi terhadap Prime Plaza
dalam video ini?

4. Dalam video ini, apakah Pak

Sumardi lebih menilai karyawan-
karyawan yang melayaninya atau
hotel dan Prime Plaza secara
keseluruhan?
 Summary
APPEARANCE
The guest continuously evaluates the appearance of everything in
the hotel.
From the moment he checks in to the moment he checks out, he
evaluates every little detail that he sees and expects everything to
look perfect.
When he sees that everything is clean and beautiful, he feels that
the whole hotel is great.
When he sees something that looks bad, Approach
he thinks that the whole
hotel is unprofessional.
All staff need to work together to create a perfect appearance
everywhere in the hotel.
By not paying attention to appearance, staff in just one department
can damage all the good work done by staff in other departments.
LEARN MORE ABOUT….

The 3 “A’s”

Approach
APPROACH- VIDEO1

Approach 1
WORK IN A GROUP

1. Apakah yang paling menonjol dari

pendekatan karyawan hotel
terhadap Pak Sumardi di video ini?

2. Apakah dampak approach karyawan

hotel pada Pak Sumardi?

3. Apakah Pak Sumardi menilai

karyawannya atau hotel secara
keseluruhan?
 Summary
APPROACH (1)
“Yes I care” service means taking personal responsibility for
satisfying a guest who asks you for something.
This means:
1.Helping the guest from the moment he asks you for
something until you are sure he is satisfied.
2.Helping a guest with any request for service – even if he is
asking for something that is usually done by another
department.
3.Following up until you are sure that the service has been
delivered and the guest is satisfied. He asked YOU, so YOU
are responsible.
When you show this positive approach to guests, you are a great
ambassador for the whole hotel. The guest doesn’t just think
you’re helpful – he thinks the whole hotel is great! You actually
help to keep occupancy high.
APPROACH- VIDEO 2

Approach 2
WORK IN A GROUP

1. Apakah yang paling menonjol dari

pendekatan karyawan hotel
terhadap Pak Sumardi di video ini?

2. Apakah dampak approach karyawan

hotel pada Pak Sumardi?

3. Apakah Pak Sumardi menilai

karyawannya atau hotel secara
keseluruhan?
 Summary
APPROACH (2)
When an employee doesn’t take responsibility for satisfying the
guest, the guest has a very negative impression of the whole hotel.
It is always wrong to tell the guest to go to another department for
help. You should at least take the guest to that department, or
telephone that department yourself so that the guest doesn’t have to
deal with another department. Remember, you are responsible for the
guest’s satisfaction!
Or . . . If the guest asks YOU, then YOU should do whatever it takes
to satisfy him. NEVER just send a guest to another department.
If you show an unhelpful approach to a guest, he will have a bad
impression of the whole hotel, regardless of the good service he has
received from other employees.
APPROACH- VIDEO 3

Approach 3
WORK IN A GROUP

1. Apakah yang paling mengesankan dari

pelayanan yang Mae berikan kepada
Pak Sumardi?

2. Bagaimanakah Mae menunjukkan

bahwa dia mengenali dan memahami
Pak Sumardi?

3. Bagaimanakah Mae menyesuaikan

pelayanan yang dia berikan dengan
kebutuhan dan kesukaan Pak Sumardi?
 Summary
APPROACH (3): PERSONALIZED SERVICE
Giving the best service possible means giving each different
guest exactly the kind of service he wants, as early as possible.
To do this, you need to:
1.Remember the guest’s name, company and background.
2.Understand as much as you can about each guest’s needs
and preferences.
3.Offer services to the guest in line with his needs and
preferences before the guest asks.
If you give this kind of personalized service, you make the guest
feel very happy. He feels understood and valued. He feels you
are really committed to making him happy – that you really care
about him and understand him as an individual.
Personalized service can be the most wonderful and memorable
experience for a hotel guest – something that they may
remember for years!
The Winning Team Formula

The 3 “A’s”

Positive Good Positive

Attitude + Appearance + Approach

Guest Satisfaction
 FINALLY….

Let’s bring The 3”A’s”

to provide Excellent Service to our customers
Positive
Attitude