By Vincent P. Magnini

ISBN-10: 1771883499

ISBN-13: 9781771883498

This booklet offers strategies that mirror the gigantic and sundry adventure of the authors. they've got produced an array of powerful visitor pride concepts from which even the main veteran hoteliers can study and gain. With this functional, easy-to-use booklet, there is not any have to sift via pages of narratives on the way to establish actionable strategies and techniques that may be utilized on the property-level. The ebook offers one particular and actionable patron delight strategy on each one page―a priceless function for busy managers.

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Extra info for A hotel manager's handbook : 189 techniques for achieving exceptional guest satisfaction

Example text

We already practice this technique  This technique would not be suitable for our operation  We practiced this in the past and need to jumpstart  We should implement this technique Assigned to: ________________________ Projected Date of Implementation: ___________ 34 A Hotel Manager’s Handbook: Technique #23 #24 Technique #24 Ingrain the Drama Metaphor All associates should be taught that they are on-stage whenever a guest can see or hear him/her. Such on-stage behavior applies to associates regardless of whether or not they are clocked-in for work.

This early orientation is needed because research indicates [3] that peer support is a key driver of how welltrained skills stick through time [4]. Therefore, if new associates display poor service skills because they are untrained, other associates who are trained will be less likely to display the skills. Service skills must be reinforced and refined through the use of daily shift huddles. Daily shift huddles should be documented because they are more likely to occur and are more likely to be taken seriously with documentation.

If you see someone on your team do something well, then tell him/her that it was done well… If you see someone on your team do something poorly, then tell them him/her that it was done poorly, and also provide the education and tools so that it can be done better in the next attempt. With regard to written evaluations, as suggested by the techniques in this chapter, the standard form on which to complete all associates’ written performance evaluations should contain a section evaluating customer service.

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A hotel manager's handbook : 189 techniques for achieving exceptional guest satisfaction by Vincent P. Magnini

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