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?
Reading the Guests
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:
How does “ego” play a part?
“Service” is not a dirty word!
Moments of truth/magic/misery
Set the stage for