Everyone can provide service, but few can provide exceptional service. It all begins with putting your guest and their needs as your priorities. You have to be willing to give your guest the attention and respect they deserve. It is essential to always remember that you have the power to change their day and mood. “Miss no single opportunity of making some small sacrifice, here by a smiling look, there by a kindly word; always doing the smallest right and doing it all for love.” ― Thérèse de Lisieux
Not So Service Philosophy
Never disrespect your guest. Do not argue with them nor promise things you know you cannot keep. Do not ignore them and their needs. Always keep in mind that thanks to them this industry exists. Do not allow for things that happen outside of work to affect your job performance. When you walk into your workplace, it is time to shine through and be a service leader, not a service failure.
Be a G.U.E.S.T Service L.E.A.D.E.R
Greet the Guest- Always acknowledge the guests presence. Use the 10/5 rule. 10 feet away, make eye contact and 5 feet away offer a friendly smile. Undivided Attention-Stop what you are doing and make eye contact. Focus solely on your guest. Enthusiastic Response- Give guests what they want and need before they have to ask, be intuitive. Have a sense of urgency. Smile- Display a pleasant disposition, use kind words, and offer warm greetings to generate smile from others. Thank You- This makes a difference when creating loyal guests.
Listen- Listen 80% of the times and talk only 20% of the time. Empathize & Apologize- Put yourself in the guest’s shoes. Remain calm and encourage feedback. Accept Responsibility- The reason or excuse it irrelevant; don’t blame others or offer excuses. Own it! Do Something About It- Identify the problem, take immediate action, and make a positive difference Exceed Expectations- Do what you said you were going to do & more. Recover Loyalty- Follow up...
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