Moments of Truth

Guest Contact

Quality service is defined and determined

by the few moments when you encounter the

guest.How do you handle the “Moments of Truth?”

Be friendly and attentive; look directly at the person without

staring.

Smile, friendly greeting.

Offer your assistance.

Never ignore someone’s presence, or act like they are not there. GIVE guest your un-divided attention;

“Guest in vicinity,Excuse me..”

Maintain eye contact when talking to guests

Enquire, show interest on what

the guest has been doing

Use the guest’s name in your conversation. A person’s name is a

magic word in any conversation.

Introduce yourself so that the guest may share your magic and

remember you.

Open and hold doors and elevators for guests at every

opportunity.

Offer and assist with luggage, packages and

family groups.

Take notes on any detailed instructions to ensure that you have captured all pertinent information and are

paying attention.

Use open & friendly body language;

for instance, smile, and lean forward and make

open gestures.

For matters that you can’t deal with

personally, get in touch with someone who can

help right away.

Be sure you tell the guest who is dealing

with the request and when it will be

sorted out.

Follow-up and ensure that the guest request has been handled as

promised.

Remember, guests rely on you to make them feel at home in the

hotel.

Make sure you know everything there is to

know about your department, and that you’re well informed

about the hotel’s facilities and services.

When guests ask you for directions within the

hotel. Offer to escort them to their destination.

Anticipate what our guests may need and

offer it before they ask.

Offer additional service; “Can I assist you with

anything else?”

Always thank the guest.

Close with a pleasant “Thank you,

have a pleasant day / evening, or

Karibu tena.”

Practice, Practice, practice and

enjoy the results.ASANTE SANA