- Introductions…. and describe your best/worst Guest experiences!
- Note on flip charts: What skills were used or were missing during experiences?
- Based on the above, agree on key “Go the Extra Mile Interaction Techniques”
- Highlight the 5 Learning Objectives for the Day
- Setting the stage for success conversation
- Work is theatre
- What is a Guest Experience?
- Effective Attitude
- Reading the Guests
- Sales techniques
- Telephone Skills
- Public Area Courtesy
- Establish the Front Desk (mock-up) physical boundary location,
- which will be used for role -playing throughout the day. Post flip chart names on
- the wall to identify front desk, reservations, bellperson area, reservations; and
- place chairs for beds.
- Discuss what comprises attitude
- Assess their “aptitude for attitude”
- Why is it important?
- How does it benefit you?
- Four Attitudinal skills:
- Personal appearance
- Communication
- Posture
- Verbal
- Non-verbal
- Pro-action
- Teamwork ability
- Work habits
- How does “ego” play a part?
- “Service” is not a dirty word!
- Moments of truth/magic/misery
- Set the stage for
- Role play
- Break
