SERVICE PLUS

TOTAL SERVICE
or
SERVICE PLUS

• PREPARATION

• INTERACTION

• FOLLOW THROUGH
 PREPARATION

• PRODUCT KNOWLEDGE
• POLICIES/PROCEDURES KNOW-HOW
• AREA PREPARATION
• PERSONAL PREPARATION
 Product Knowledge
• ROOMS - class, set-up, amenities,
sizes, etc.
• FOOD AND BEVERAGE - items,
prices, ingredients (if possible)
• SERVICES
• FACILITIES - prices, etc.
• INFORMATION about other hotels of
the company
 Knowledge of Company
POLICIES & PROCEDURES
• Policies on transfer of rooms
• Discounting
• Requests for services not normally
provided by the hotel
• Shortage/overage
• Others
 AREA Preparation

• Forms to be used in day-to-day

operation
• Equipment and other devices
• Papers, pens, etc.
• Others
 PERSONAL PREPARATION

• Physical preparedness
• Mental
• Emotional
• Spiritual
WHAT ARE THE 2 KINDS
OF
NEED
OF
GUESTS/CUSTOMERS?
 PRACTICAL NEEDS

• PRODUCTS
• SERVICES

(ROOM, FOOD, FACILITIES, AMENITIES,

ETC.)
 PERSONAL NEEDS
• NEED TO BE LISTENED TO
• NEED TO FEEL GOOD ABOUT HIMSELF
• NEED TO FEEL IMPORTANT
• NEED TO BE ATTENDED TO
• NEED TO BE TREATED PROPERLY
• NEED TO BE NOTICED
• NEED TO BE RESPECTED
 SERVICE PLUS
APPROACH

• SERVICE STEPS – to address

practical NEEDS

• KEY PRINCIPLES – to address

personal NEEDS
SERVICE STEPS
 ACKNOWLEDGE
THE PERSON

• Acknowledge/greet promptly &

courteously
• Acknowledging: smile, eye contact,
hand gesture, bodily movement
• Give full attention
• Use appropriate pace
CLARIFY THE SITUATION

• Ask question to determine needs

• Listen to the response intently
• Provide information
• Provide options
• Summarize understanding
 MEET OR EXCEED
THE NEED
• If routine, act promptly; If not, agree on
a course of action
• Exceed expectation by: offering other
services, informing about promos,
providing add-ons (based on policy),
etc.
 CONFIRM
SATISFACTION
• Ask question to check satisfaction
• Provide information for follow through
• Do follow through (if promised)
• Thank the guest
 SERVICE STEPS

ACKNOWLEDGE THE PERSON

CLARIFY THE SITUATION

MEET OR EXCEED THE NEED

CONFIRM SATISFACTION
VIDEO PRESENTATION
(Service Steps)
SKILL PRACTICE
(Service Steps)
 SERVICE PLUS

SERVICE STEPS KEY PRINCIPLES

The approach to The approach to

address address
PRACTICAL PERSONAL
NEEDS NEEDS
KEY PRINCIPLES
 KEY PRINCIPLES

Make guests feel important

Ensure guests are listened to and

understood.

guests are given control over their buying

decisions and problem-solving process.
 KP-1: Maintain or Enhance
SELF-ESTEEM

• Using their name when addressing

• Praise/compliment the guest
• Praise/flatter/compliment his clothes,
bag, shoes, car, dog, child, etc.
• Praise/flatter/compliment sincerely
• Avoid “pulling the leg” or
“pambobola”
• Guest will know if you are not sincere
 EXAMPLES of KP1
• “Nice bag, Miss Chay! Where did you
buy it?
• “Good morning Mrs. Santos, good to
see you again! How are you today?”
• “Atty. Reyes, good to see you again!
That’s a nice car you got there!
• “You are wise to spend your vacation
now in Cebu, George. This is the best
time of the year.”
 KP-2: Listen and respond
with EMPATHY
• Listen actively about facts and feelings
• Listen not only to what is being said but how
it’s said
• Notice the tone of voice and body language
(clues to his feelings)
• Respond by telling guest you understand the
situation;
• Express your understanding of what the
guest is feeling and why is he feeling that
way.
 EXAMPLES of KP2
• “The traffic in Mandaue is really
horrible, Mrs. Cruz! I know what you’ve
been through.”
• “It sounds you’re really excited about
your stay here in Cebu.”
• “I know what you mean. I will feel a lot
secured too if…
• “It must be frustrating to spend that
much time.”
• “If I were in your shoes, I might do
more than just leaving the store.”
 KP-3: Ask for IDEAS and/or
offer SUGGESTION

• Give suggestions / options

• Give ideas on how to go about it
• Provide always the opportunity to choose
• Keep guest involved in the decision
• Keep a collaborative partnership between
you and the guest.
 EXAMPLES of KP3
• “May I suggest the possibility of putting
your first in another room then transfer
to 210 by the second day?”
• “I can send you the original contract via
2go, or e-mail you the format, or just for
you here. How do you want to see it,
Mr. Reyes?”
• “Our available no-smoking room is a
standard facing the city and a suite
facing the channel. Which would you
prefer, Ms. Hilton?”
 KEY PRINCIPLES

MAINTAIN OR ENHANCE SELF-ESTEEM

LISTEN & RESPOND WITH EMPATHY

ASK FOR IDEAS and/or

OFFER SUGGESTIONS
VIDEO PRESENTATION
Key Principles
SKILL PRACTICE
Key Principles
TYPES OF SATISFIED GUESTS/
CUSTOMERS

PRAISERS

PATRONS
TYPES OF DISSATISFIED GUESTS/
CUSTOMERS

TALKERS

WALKERS
Take the HEAT!
How to deal with
a TALKER!
•HEAR HIM OUT
•EMPATHIZE
•APOLOGIZE
•TAKE RESPONSIBILITY FOR
ACTION
 HEAR HIM OUT
• Listen to the guest while talking
• Do not interrupt / Don’t jump in
• The irate customer/guest wants your
ears not your mouth.
 EPATHIZE
• Understand the situation and where
he/she is coming from
• Tell the guest that you understand
“I understand how upsetting it can be to lose
that room especially for that occasion”
“I know how frustrating it is to wait this long,
Mrs. Bacalso!”
 APOLOGIZE
• Apologize to the guest
• Let him know you’re sorry
• Note: without blaming yourself or
the company
“I’m sorry for the inconvenience.”
“It’s unfortunate this has happened. I
apologize for this mix-up.”
 TAKE RESPONSIBILITY FOR
ACTION
• Tell him/her you can solve the problem
• Tell him/her that you will take care of
the situation
• Proceed to SERVICE STEPS.
“Sir, I’m sure I can straighten this up for you.
For me to be clarified, may I know when did
you…”
“I’ll do everything to solve this problem. Can
you give me 10 minutes then I will call you
back.”
VIDEO Presentation
TALKER!
How to deal with
a WALKER!
 CONVERT the WALKER
into a TALKER
• By being sensitive to the answer or
reaction when you confirm satisfaction.
• Without sounding you’re asking for
trouble, solicit what could be a
potential irritant to the guest.
• Then take the HEAT
Video Presentation
WALKER!
SKILL PRACTICE