Monday, July 9, 2007

The First Day on the Job

Today was crazy! We spent all morning hearing about the B and expectations and policies and procedures. (I compared it to getting a root canal. You know it's necessary - you just wish you could get it over with.) Then we toured the entire resort property. That took 2 1/2 hours!

I have a lot to study tonight, but I wanted to post what I found the most interesting about today. It can apply to any position that requires contact with customers - but especially to the hospitality industry.

"How To Go Above and Beyond Our Guests' Expectations:"

  1. Make eye contact, smile, and greet the guest or employee immediately.
  2. Use the guest's or employee's name.
  3. Escort guests or employees to their requested location when possible.
  4. Immediately approach a guest or employee who seems to be lost and offer assistance.
  5. Learn what is expected from your department so you can anticipate the needs of the quests and employees you service.
  6. Follow up on requests, even when it is not a duty of your department.
  7. Never says: "I don't know." Say: "I'll find out."
  8. Never appear hurried, even if you are very busy.
  9. If unable to comply with a guest's wishes, offer an alternative. Avoid negative expressions like: "That's against hotel policy." or "This is not my table."
  10. Keep The B spotless! If you see something that's out of place, pick it up!
  11. Act professional in public areas at all times. Stand erect and avoid leaning against walls or furniture.
  12. Always recommend the B's restaurants and shops to our guests, before suggesting other alternatives. (Beyond the obvious profit considerations, please note that we can only control the service our guests receive while on property.)
  13. Take "ownership" of a guest's problem. Ensure the matter is resolved and that the guest is satisfied with your solution.
  14. Respond to a guest's request within 10 minutes.
  15. Know the services the Hotel offers and the location of the banquet facilities and meeting rooms.
  16. Go the extra mile!

Adapt these to your own situation if you like.

As I toured and spoke with those in the PR and other restaurants, I thought of two keys to success as a dining professional:

  1. Anticipate and respond to your guests' needs before they realize they have them.
  2. Do whatever it takes to manage your guests' memories.

More tomorrow!

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