Promises

Promises takes traditional behavioral workshops a step further by directly linking an organization’s marketing efforts to service delivery. The program provides participants with an understanding of what the organization is promising its clientele and how those promises relate to quality service delivery and translate to standards of performance.

 

The program also provides in-depth knowledge of visitor expectations and the skills needed to best handle each interaction in order to exceed expectations. It is based on a proactive approach to providing consistently high standards of personal and attentive service to guests by understanding what your organization is promising (your marketing), to whom you are making the promises (your typical guest profile), and how you deliver those promises (your standards of performance).

 

This program is designed and customized to ensure that everyone at your property or in your company delivers the promises you make in your marketing.

 

Objectives

• To guide employees through a process of identifying and understanding the core service values and standards that drive the organization's customer service.

• To help employees realize how they personally impact and build guest loyalty through relationships.

• To provide employees with opportunities to role play how to execute the core service values in their departments.

 

Method

 

Promises is an entirely customizable program that relates your organization's marketing to your core values and service standards. Generally we begin by meeting with senior leadership to define and establish property-wide standards that directly affect the guest's intent for a return visit. We then customize the workshop with those standards and how they deliver the expectations made through your marketing campaigns. Finally, the customized and branded workshop is facilitated for all employees. Additionally, we can create Promises pre-shift training modules to be used by managers and supervisors to review and refresh the core service standards on an ongoing basis.

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Promises topics can include:

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Hospitality

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Hospitality will define the basic foundation of guest relations. Several exercises will be facilitated to confirm that it’s the emotions, or feelings, of the clientele that drive loyalty to the brand.

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Acknowledgement

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Acknowledgement serves as the key for determining respect between the guest and the employee, whether it’s a simple smile, eye contact, or taking the time to speak with the guest.

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Recognition

 

Guest recognition is a critical component in elevating the brand in a competitive market. Promises will work to define standards for addressing the guest by name throughout his or her entire guest experience.

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Anticipation

 

This portion of the Promises workshop will define what it means to anticipate the guests’ needs. It also will provide a step-by-step framework for learning guests’ preferences and using this guest knowledge to create future opportunities.

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Experience

 

Promises will map out the entire guest experience and pinpoint the exact emotional touch points that make a difference in guests' perceptions

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Relationships

 

Building relationships is all about the personal touch. Promises will show your employees how to add personal touches to each interaction with a guest.

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Flexibility

 

Flexibility is key when it comes to managing the needs of a guest. As Promises explains, flexibility means always being prepared with alternative options and always being focused on creating a solution.

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Listening

 

Providing full attention to the guest and understanding their needs is a critical component of guest service. It’s also a necessity for handling complaints both quickly and professionally.

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Recovery

 

Promises  will review the positive and negative impacts of guest complaints and define a recovery process that is integrated at all levels of the organization.

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Communication

 

Promises views communication as a two-way channel for improving upon an organization and moving it forward. This two-way communication is especially critical in working with employees at all levels to define standards, processes, and culture.

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Knowledge

 

Guests expect employees to be knowledgeable about the services and amenities offered, both within their departments and throughout the property. Promises explores the importance of this and how each employee can meet this expectation.