SERVICE

EXCELLENCE!
Trainer: Mexan 1. Abdullah
The Service Triangle
The
Service
Strategy
The
Systems
The
People
The
Customer
A. Introduction to Service Excellence (Today`s Session)
B. Customer Responsiveness
* True listening and true responding to the Customer
* Demonstrating that the guests truly comes Iirst
C. Innovation at Work
* Creating and maintaining an environment oI commitment to
constant improvement in quality
D. Empowerment
* Ensuring our Human Resources (people) have the ability to provide
excellent service by involving them in the way we work and providing
complete training and support
Overview
Mexan J. Abdullah
* Excellence means diIIerent things to diIIerent people
* Excellence to a businessman in a rush , is to be shown to a table and
given the menu immediately, Iast service and quick presentation oI
the bill
* Excellence to a tourist is to have a leisurely lunch with a Iriendly
waitress who allows time to chat
* Excellence is also in the eye oI the beholder
* Excellence is meeting or exceeding the expectations oI individual guests
in their own perception (meeting their idea oI excellence)
Excellence Is
Mexan J. Abdullah
!erception
Excellence is: The Customer !erception
This can be very Irustrating, we make an eIIort to provide what we believe
to be excellent service and the guest is not happy.
How can we be sure we are providing the customers ideas oI excellent
service?
Mexan J. Abdullah
* By Asking Questions
* Watching Body Language
* Responding to Requests
Mexan J. Abdullah
A Way OI Being
Excellence Is : A Way OI Being
* Excellence is an attitude, a way oI liIe
* An approach to work and customers
* It doesn`t matter what job you do in the hotel, Iront or back oI house
doing the job to the best oI ones ability is all that matters
Mexan J. Abdullah
Constant Quality Improvement
Through Employment Involvement
Excellent Is : Constant quality improvement through
employment involvement
* We cannot stand still
* We have to try to improve all the time in all ways
* In this way we can be sure that our service and our enjoyment oI being
in this proIession is always at a high level
Mexan J. Abdullah
Excellence Is A Journey
Not A Destination
* We will never reach the point where