UNIVERSAL SERVICE SKILLS

Transcription

1 MASTERING THE ART OF HOSPITALITY UNIVERSAL SERVICE SKILLS JOB SKILLS HANDBOOK

2 Welcome! When you work for Hilton Hotels you re part of a team that s regarded as one of the premier hospitality operations in the world. Our guests have come to expect nothing less than superb professional service from each one of us. To help you meet that standard we ll provide a job skills handbook specific to the task you ll be doing at your hotel. But beyond that we expect every Hilton team member to understand and demonstrate the universal customer service principles covered in this handbook. If you follow these standards and procedures you ll be delivering the kind of service that defines the Hilton brand: service that s consistent, hassle-free, personalized and inspirational. Or, as we like to say: the best service in the world! Hilton Building Blocks of Service Helping you be at your best all around the world 24/7 1 2

3 MAKING A PROFESSIONAL IMPRESSION ATTIRE As Hilton Team Members, we all contribute to our brand s image We are skilled professionals who deliver caring service to our guests - and we want to look the part If you do not wear an authorized uniform in your job, select outfits that are consistent with your Hotel s standards - as well as being contemporary, conservative, well-fitted and well-maintained (cleaned, pressed, etc.) To do so, we need to appear appropriately conservative, business-like and selfconfident PERSONAL PREPARATION VARIANCES AND EXCEPTIONS If your hotel has additional guidelines regarding your appearance, know and follow them As Hilton Team Members, it is important to dress and appear business-like and selfconfident. IMPACT YOUR SALT PERFORMANCE SCORES Before reporting for work, make sure you have»» Bathed or showered»» Applied deodorant»» Cleaned your teeth»» Prepared your hair If you use perfume, cologne or aftershave, apply it sparingly The details of what we wear at our hotel vary according to our jobs and responsibilities»» Some of us follow specific safety- and sanitation-related guidelines.»» And there may be local standards or requirements that will also have an influence on the outfits and accessories we wear. If there are medical or religious issues that require you to request an exception to any Hilton personal appearance guidelines, contact your Human Resources department You should wear your name tag at all times. Satisfaction and Loyalty Tracking (SALT) is the key hotel performance scoring system used by Hilton to track guest satisfaction. By following the procedures shown here you ll positively impact these SALT Key Performance Indicators (KPI) Overall experience Likelihood to recommend JEWELRY AND ACCESSORIES All Hilton Team Members should wear their name tags at all times (unless this poses some safety or health hazard) You can ware one button to show union membership or messaging - as long as it s no larger than 1.5 in/3.5 cm. Women may wear up to two pins (aside from your name tag) Your attire should be conservative, well-fitted, and well-maintained. Return to THIS hotel Return to ANY Hilton 3 4

4 MAKING A POSITIVE IMPRESSION ON OUR GUESTS After assisting a guest Smile genuinely and appropriately, and always be conscious of your body language. Another way we maintain Hilton s reputation for delivering polished, professional, and caring service is to do everything we can to create a positive atmosphere when dealing with our guests Whenever you are in view of, or in contact with guests, follow these basic hospitality guidelines»» Smile - genuinely and as appropriate to the situation»» Put a smile in your voice»» Be conscious of your body language and use it to project a positive impression»» Stay alert to ways that you can offer assistance to every guest in every situation»» Always make guests feel recognized and valued by providing service that s Consistent Hassle-Free Personalized Inspirational»» Give them your name (first name will do)»» Ask them if there s anything else you can do for them»» Invite them to ask you or any other Team Member if additional needs arise during their stay In the public areas of your hotel»» Open doors for guests entering or leaving an area»» Always allow a guest to precede you through doors, entering elevators, etc.»» Keep an eye out for anything that might detract from the appearance or functionality of the area - and take steps to have any problems remedied quickly If you ever need to enter a guest s room»» Knock firmly with your knuckles (do not use metal objects such as keys) and announce your department»» If the guest answers from within or opens the door Identify yourself again Politely explain why you are there Open doors for guests entering or leaving an area. Make eye contact with guests, and use the guest s last name. When dealing directly with guests»» Make eye contact»» Use the guest s last name if you know it (though not to excess - twice in one conversation is usually appropriate)»» If you speak the guest s language, use it; if not, smile and speak warmly in your own language»» Ask if this is an appropriate time or if the guest would rather you return at a later point If there is no answer, Knock and identify your department a second time Open the door, announcing yourself again. Always be prepared to share valuable information with your guests about If you ever need to enter a guest s room, knock firmly with your knuckles and announce your department.»» If you encounter a language barrier with a guest who needs assistance, ask them to take a seat while you (quickly) find someone who can help»» If you are approached by guests and cannot immediately respond to them, acknowledge that you ve seen them and indicate you ll be with them as soon as possible If you notice guests who look confused, concerned or helpless, proactively and politely approach them and ask if you can be of assistance»» Your hotel and all of its features and amenities»» The surrounding community, including special attractions, shopping resources, parks and natural wonders, etc. IMPACT YOUR SALT PERFORMANCE SCORES By following the procedures shown here you ll positively impact these SALT Key Performance Indicators (KPI) If a guest asks for directions, use the palm of your hand to direct, don t point. If a guest asks for directions»» Use the palm of your hand to direct (don t point)»» Walk with them for the first few steps»» Offer to escort them to their destination Staff made me feel welcome throughout my stay Helpfulness of hotel staff 5 6

5 TELEPHONE PROTOCOLS Meet the caller s needs Make every effort to answer all calls within 3 rings; if it is not possible, include an apology for the delay. How we present ourselves and our hotel over the phone is another important way we maintain a positive impression of our hotel and the Hilton brand Make every effort to answer all calls within 3 rings; when that is not possible, include an apology for the delay in your answer Include these points when answering calls placed from within your hotel»» Time of day greeting»» Your first name Good morning Good afternoon Good evening This is (your first name) speaking»» Offer of assistance If you can t meet their needs»» Tell the caller that you are going to transfer to someone who can help them»» Tell them with whom they will be speaking»» Transfer the call to the appropriate person or department If a transferred call isn t answered, offer the following options»» Continue to hold Check back with the caller every 30 seconds Always ask if they would like to continue to hold or receive a call-back»» If possible, be transferred to another party Never transfer a call without explaining what you are going to do If you can t meet the caller s needs, tell the caller you will transfer them to someone who can help. How may I help you?»» Receive a call-back Include these points when answering calls from outside the hotel Say who will call and when»» Time of day greeting When ending calls Good morning»» Ask if any further assistance is needed Good afternoon»» Thank the caller for calling your hotel using their name if known Good evening»» Wait until the caller has hung up before replacing your receiver Give the appropriate phone greeting depending on whether the call is coming from inside or ouside the hotel.»» Thanks and hotel identity Thank you for calling the Hilton (name and/or location)»» Offer of assistance How may I help you? Cover these points in a manner that s»» Clear»» Friendly»» Unhurried»» Helpful SECURITY AND GUEST PRIVACY For customer security, never give out details about a guest (room number, whether in or out, etc.) over the phone Never connect a call to a room if»» The caller only provides the room number»» The caller doesn t or can t identify the guest by name When ending calls, ask if further assistance is needed, and thank the caller. IMPACT YOUR SALT PERFORMANCE SCORES By following the procedures shown here you ll positively impact these SALT Key Performance Indicators (KPI) Use of guest s name Hospitality of hotel staff Hotel safety and security 7 8

6 INSPIRATIONAL HILTON MOMENTS EXAMPLES Conrad Hilton, the founder of Hilton Hotels, had a lifelong dream of spreading the light and warmth of hospitality around the world These are just to get you thinking; there s almost no limit to what can create an Inspirational Hilton Moment Inspirational Hilton Moments help to bring Conrad s dream to life and creating them increases guest loyalty and makes your hotel an even more desirable destination Pre-Arrival»» Review each guests profile»» Anticipate requests and needs Conrad Hilton founded Hilton Hotels with the dream of spreading the light and warmth of hospitality around the world. Some qualities that demonstrate Inspirational Hilton Moments are enthusiasm, passion and high spirit. You can only create Inspirational Hilton Moments and deliver great service when you demonstrate»» Enthusiasm»» Passion»» Commitment»» Pride in the brand»» Professionalism»» High spirit With those qualities, you are ready to deliver Inspirational Hilton Moments by»» Doing little things that make a big and positive impact on guests by making them feel Valued Special»» Knowing that you are empowered to do the right thing at the right time and doing so»» Providing extraordinary care and paying full attention to detail in every interaction with our guests»» Show guests you know their preferences Arrival and Welcome»» Welcome returning guests back and refer to their previous stay»» Offer refreshments to arriving guests»» Use the guest s last name (Mr., Mrs., Miss, Ms.)»» Offer a special welcome to children During the Stay»» Advise fellow Team Members and appropriate departments of anything special about a guest s stay Birthday Wedding Graduation New grandchild Etc.»» Offer surprises appropriate to the occasion Birthday card Flowers Welcome returning guests back and use the guest s last name if you know it. Help commemorate special occasions like weddings by creating Hilton Moments. Balloons Etc»» If a party includes children, put coloring books, etc. in their room»» Arrange to have bathrobes laid out on the bed»» Welcome guests you see in public spaces by name and ask how their stay is going Farewell»» Express interest in the guest s further travels and ask if you can assist with arrangements in any way By creating Hilton Moments, you are making guests feel valued, special and relaxed.»» Help transport luggage to a vehicle»» Say a special farewell to children When saying farewell to departing guests, ask if you can assist in any way and thank them for staying with us. 9 10

7 EMPOWERMENT TO RESPOND TO GUEST COMPLAINTS We are all responsible for resolving any problems to the guest s fullest satisfaction THE SEVEN STEPS TO SERVICE RECOVERY There are 7 Key Steps you need to take to resolve problems, achieve a service recovery, and earn the guest s satisfaction and loyalty If there is ever a guest problem or issue, the first step toward service recovery is to listen. We are also empowered to do so You will learn about problems or potential problems»» By the guest telling you»» By asking the guest»» By listening or observing and always being on the lookout for ways to avert a problem before it happens When you hear about a problem»» Take ownership of the problem and»» Try to discuss the situation discretely and out of hearing range of other guests»» Take whatever actions are needed to resolve it quickly and completely»» Take whatever steps might be needed to ensure the problem doesn t recur either for that guest or for others, now or in the future 1. Listen»» Hear the guest out»» Use active listening skills Make and maintain eye contact Lean forward Nod in understanding Do not interrupt the guest If possible and appropriate, take notes When they have finished, repeat what you heard to reassure the guest you understand 2. Empathize»» Show that you have heard what the guest says»» Show that you understand why they are upset and share their concern Do what you can to offer a solution to the problem. 3. Apologize»» Be sincere»» Say I sincerely apologize rather than I m sincerely sorry (this broadens the scope of the apology beyond just yourself) Empathize with the guest s problem, and apologize to the guest on behalf of the hotel.»» Even if you did not cause the problem, or even if it was no one s fault, an apology is essential to achieving a positive solution in most guest s eyes 4. Offer a solution Use the Service Recovery Tool Box, which is a collection of complementary products and services you can offer an upset guest.»» Assure the guest that you will take care of the situation»» Only offer solutions that genuinely address the problem and are acceptable to the guest»» Offer alternatives and options never tell guests what to do or even what you are going to do without getting their approval 11 12

8 THE SEVEN STEPS TO SERVICE RECOVERY continued 7. Notify your Manager or Supervisor 5. Use the Service Recovery Tool Box»» The Toolbox is a collection of complementary products and services that you can offer as part of taking corrective action»» Make sure the Toolbox is kept at the Front Desk; your Manager may also maintain Toolboxes in other locations»» Typical contents of the Service Recovery Toolbox include»» They will Record the problem Follow-up to make sure what caused the problem has been remedied»» If the problem was sufficiently serious, they will send a personal and hand-written note to the guest. Apology cards Thank the guest for bringing the problem to your attention. Lastly, notify your Manager or Supervisor about the problem so they can take appropriate action. 5 Apology amenity products Vouchers for complementary Room upgrade Parking Lunch/Dinner A beverage at the bar Internal voucher for items like a fruit basket and bottle of wine»» When appropriate, let guests decide which options will work best for their situation»» Ensure the guest has no further complaint and is fully satisfied»» If a follow-up is appropriate, contact the guest and ask sincerely if the solution met their needs 6. Offer Thanks»» Thank the guest for bringing the problem to your attention allowing you to correct the problem before they left the hotel THE H.E.A.R.T. SERVICE RECOVERY MODEL (AS TAUGHT IN MASTERING THE ART OF SERVICE) If you have taken the Mastering the Art of Service Training, you learned a similar but different set of steps to resolve problems It is called the H.E.A.R.T. Service Recovery Model. Here are those steps:»» H is for Hear the guest out.»» E is for Empathize with the guest»» A is for Apologize to the guest»» R is for Resolve the situation with an Inspirational Hilton Moment»» T is for Thank the guest If you would prefer to use the H.E.A.R.T. model, don t forget to use the Service Recovery Toolbox when Resolving the situation with an Inspirational Hilton Moment Another way of looking at Service Recovery is by following the H.E.A.R.T. model. IMPACT YOUR SALT PERFORMANCE SCORES By following the procedures shown here you ll positively impact these SALT Key Performance Indicators (KPI) Helpfulness of hotel staff Overall service Staff made me feel welcome throughout my stay Loyalty»» Remember these points Knowing about a problem is powerful information When guests tell us about a problem, they are doing us a favor Because they ve allowed us to resolve the problem, they re not likely to leave in anger or say bad things about their experience They ve helped us solve the problem for them and to avoid it from happening again, to them or anyone 13 14

9 DELIVERING THE BRAND PROMISE As a member of the Hilton brand, always know that Your work is valued Your service is important Your success is critical to the delivery of the Brand Promise: To enable each Guest be at their best around the world 24/7! HilHandUS4