Be Our Guest Training Back To Basics 101

1. Be Our Guest TrainingBack To Basics 101 GEM Training Module

2. Be Our Guest TrainingBack To Basics 101 GEM Training Module Developed For: Holiday Inn Rochester Version 3.11

3. GEM Training Module Who Pays Our Wages Our Guests

4. GEM Training Module Why Are We Here

5. GEM Training Module Why Are We Here 1.) To show your support for over 2.) To win valuable gift cards. 3.) Because you were told to be here. 4.) Because you care about our guests. 5.) All of the above.

6. GEM Training Module The United States As I See It Take a piece of paper and draw the United States of America to the best of your ability.

7. GEM Training Module The United States As I See It

8. GEM Training Module Why Are We Here 6.16

9. GEM Training Module The Game Has Changed We Have Never Seen Challenges Like This In The Hospitality Field We Have Never Seen Opportunities Like This In The Hospitality Field Immerse & Engage Your Guests, Your Staff, Yourself

10. GEM Training Module Of Course It Is Easy For Disney

11. GEM Training Module Making Guests Happier Every Day! BE OUR GUEST FOR Dummies • Learn The Importance Of: • Quality Service Cycle • Casting • Setting • Process • Unique Service Theme & Critical Service Standards • Practical Magic & The Wow Factor Do You Think I will Enjoy My Stay Here?

12. GEM Training Module What was the “purpose” of reading the book? Making Guests Happier Every Day! BE OUR GUEST Can an aging hotel property achieve high levels of guest satisfaction? FOR Dummies • Learn The Importance Of: • Quality Service Cycle • Casting • Setting • Process • Unique Service Theme & Critical Service Standards • Practical Magic & The Wow Factor Do You Think I will Enjoy My Stay Here?

13. GEM Training Module Any company can succeed by adopting a “Be Our Guest” driven philosophy. Making Guests Happier Every Day! BE OUR GUEST Guests are won or lost on the art of “Practical Magic” FOR Dummies Practical Magic Succeeds where a strong foundation of Setting, Cast & Process exists and consistently delivers a unique service theme and Critical Standards • Learn The Importance Of: • Quality Service Cycle • Casting • Setting • Process • Unique Service Theme & Critical Service Standards • Practical Magic & The Wow Factor Do You Think I will Enjoy My Stay Here?

14. Agenda / Topics GEM Training Module Reset The Compass Practical Magic Service Success Pyramid Moving Forward Successfully

15. Agenda / Topics GEM Training Module Reset The Compass Practical Magic Service Success Pyramid Moving Forward Successfully

16. GEM Training Module Where We’ve Been Where We Are Where Were Going

17. GEM Training Module Why Are We Here

18. GEM Training Module The Value Of A Guest Costs of a Guest Benefits of a Guest

19. GEM Training Module The Value Of A Guest Costs of a Guest Benefits of a Guest • Direct $$ Spent • Fixed Costs • Labor • Cleaning and Amenities • Cost To Market A Guest • $$ Spent • Life of a guest • Additional Potential • Word of Mouth • Who They Work For • Who They Know • Who They Socialize With

20. GEM Training Module The Value Of A Guest Costs of a Guest Benefits of a Guest • Direct $$ Spent • Fixed Costs • Labor • Cleaning and Amenities • Cost To Market A Guest • $$ Spent • Life of a guest • Additional Potential • Word of Mouth • Who They Work For • Who They Know • Who They Socialize With Every Guest Through The Door Has The Potential To Generate Thousands Of $$ In Business

21. GEM Training Module Why are we in this business? What Do You Think Our Customers See?

22. GEM Training Module Our True North

23. GEM Training Module Always remember, the Magicbegins with you • Be It - You must “buy in” to the vision and goals. • Live It – You must live the vision/goals every day. • Coach It - You must coach each other when needed.

24. GEM Training Module Teachable Moments • Best Practices – Never pass up on a chance to immediately • “coach” through a challenge or opportunity . • Never delay “coaching” for a more appropriate time. • Average is not acceptable. Why accept average from our staff?

25. GEM Training Module Becoming A Guestologist • Knowing and Understanding Our Guests • Who they are • What they want • What they are saying about us

26. GEM Training Module More Now Than Ever We Live In An Experienced Based Economy We are all actors on a stage. Not This This Goods and Services are simply props to engage customers . Our guests want memorable (not forgettable) experiences.

27. GEM Training Module What if 99% Was Good Enough • Every page of the phone directory would contain at least 4 wrong numbers • 2 Million documents would be lost by the IRS this year • 22,000 checks would be deducted from the wrong bank account every minute • 107 Incorrect medical procedures performed each day • 4 planes landing daily at O’Hare International will be unsafe • Every home would be without utilities 15 minutes of every day • 12 newborns would be given to the wrong parents every day • 3 Million people would die from food poisoning each year • 34 Million prescriptions would be given to the wrong person each year The Final 1% Matters

28. GEM Training Module Bumping The Lamp After creating our “service theme” Establishing and implementing the methods through our “service culture” it is the steps taken to constantly look for weaknesses, deficiencies, and anything that is less our best, less than 100%

29. Agenda / Topics GEM Training Module Reset The Compass Practical Magic Service Success Pyramid Moving Forward Successfully

30. GEM Training Module Service Success Pyramid #1 Practical Magic & Wow Factor Unique Service Theme Critical Service Standards Quality Service Cycle Cast / Setting / Process

31. GEM Training Module Why Is It Important Making Guests Happier Every Day! BE OUR GUEST FOR Name some companies or brands that you admire. Why do you admire them? Dummies • Learn The Importance Of: • Quality Service Cycle • Casting • Setting • Process • Unique Service Theme & Critical Service Standards • Practical Magic & The Wow Factor Do You Think I will Enjoy My Stay Here?

32. GEM Training Module Name some companies or brands that you admire. Why do you admire them? Making Guests Happier Every Day! BE OUR GUEST FOR Dummies • Learn The Importance Of: • Quality Service Cycle • Casting • Setting • Process • Unique Service Theme & Critical Service Standards • Practical Magic & The Wow Factor Do You Think I will Enjoy My Stay Here?

33. GEM Training Module Making Guests Happier Every Day! BE OUR GUEST FOR Dummies • Learn The Importance Of: • Quality Service Cycle • Casting • Setting • Process • Unique Service Theme & Critical Service Standards • Practical Magic & The Wow Factor Do You Think I will Enjoy My Stay Here?

34. GEM Training Module Name some companies or brands that you admire. Why do you admire them? Making Guests Happier Every Day! BE OUR GUEST FOR Dummies • Learn The Importance Of: • Quality Service Cycle • Casting • Setting • Process • Unique Service Theme & Critical Service Standards • Practical Magic & The Wow Factor Do You Think I will Enjoy My Stay Here?

35. GEM Training Module Name some companies or brands that you admire. Why do you admire them? Making Guests Happier Every Day! BE OUR GUEST FOR Dummies • Learn The Importance Of: • Quality Service Cycle • Casting • Setting • Process • Unique Service Theme & Critical Service Standards • Practical Magic & The Wow Factor Do You Think I will Enjoy My Stay Here?

36. GEM Training Module Making Guests Happier Every Day! BE OUR GUEST FOR Dummies • Learn The Importance Of: • Quality Service Cycle • Casting • Setting • Process • Unique Service Theme & Critical Service Standards • Practical Magic & The Wow Factor Do You Think I will Enjoy My Stay Here?

37. GEM Training Module What is Practical Magic? Making Guests Happier Every Day! Creating and successfully executing repeatable steps and tasks that produce positive guest experiences. Practical Magic FOR Dummies It is the front of house, back of house and everything in between working together to provide seamless experiences that exceeds every guest’s expectations, every time • Meeting Guests Expectations takes practical magic • Exceeding Guests Expectations • comes from the wow factor • Practical Magic Is Based On • Setting, Casting & Process New York does not = Rude & Smelly

38. GEM Training Module What is The Wow Factor? Looking through our guest’s eyes and analyzing the ENTIRE experience to determine how we can exceed expectations every day What are some “Wows” That You Have Experienced

39. GEM Training Module Creating & Delivering The WOW Factor • What is the Wow Factor ? • Tangible and Intangible • Who defines what “Wows” to provide? • Our Guests, Our Staff, Our Competition, US • How Much Does The Wow Factor Cost? • Little $$ but constant demands on us • How elaborate do the “Wows” have to be? • You will be amazed at how simple it can be

40. GEM Training Module The ability to deliver the WOW Factor through practical magic is completely dependent upon having…… A Unique Service Theme & Service Culture Service Theme = A simple statement when shared among all employees becomes the driving force of service Service Culture = How are we going to deliver our service theme. The behaviors, mannerisms, terms and values taught to new staff members.

41. Agenda / Topics GEM Training Module Reset The Compass Practical Magic Service Success Pyramid Moving Forward Successfully

42. GEM Training Module The Foundation Our Quality Service Cycle • Importance of Cast • Importance of Setting • Importance of Process #1 Practical Magic & Wow Factor Unique Service Theme Critical Service Standards Quality Service Cycle Cast / Setting / Process

43. GEM Training Module Service Success Pyramid Making Guests Happier Every Day! BE OUR GUEST #1 Practical Magic & Wow Factor FOR Dummies Unique Service Theme Critical Service Standards • Learn The Importance Of: • Quality Service Cycle • Casting • Setting • Process • Unique Service Theme & Critical Service Standards • Practical Magic & The Wow Factor Quality Service Cycle Do You Think I will Enjoy My Stay Here? Cast / Setting / Process

44. GEM Training Module The Foundation Our Quality Service Cycle • Importance of Cast #1 Practical Magic & Wow Factor • Our staff is our most important resource. • Setting and Process will not work without • a great cast. • Orientation and Teachable Moments • Positional training • As we look to our staff to service our guests, • our staff looks to us to service them. Unique Service Theme Critical Service Standards Quality Service Cycle Cast / Setting / Process “You can dream, create, design and build the most wonderful place in the world..but it requires people to make the dream a reality “ - Walt Disney

45. GEM Training Module Making Guests Happier Every Day! Magic of Casting FOR Dummies • Our Staff is our most important resource • We are all actors on a stage • You are always on stage • Reduce Turnover • Thorough Orientation • Teachable Moments • Reward and appreciate • Don’t accept less than 100% New York does not = Rude & Smelly

46. GEM Training Module Magic of Cast Quality Service Cues • Make a memorable first impression – First impressions are lasting ones. Send the right message to new and prospective employees. • Communicate the heart and soul of the organization first – Your heritage, values, service theme and service standards are more important than the paperwork associated with new hires. • Speak a service language; wear a service wardrobe – How you look and speak communicate an image in your staff and customer’s mind. • Build a performance culture – Performance cultures are sets of location-specific behaviors, mannerisms, terms and values that direct and enhance an employee’s role in our hotel.

47. GEM Training Module The Foundation Our Quality Service Cycle • Importance of Setting #1 Practical Magic & Wow Factor • EVERYTHING SPEAKS • Setting Delivers Service • Guiding The Guest Experience • Using The 5 Senses – ESP • Onstage and Offstage • Maintaining the Setting Unique Service Theme Critical Service Standards Quality Service Cycle Cast / Setting / Process Everything Speaks – setting includes the environment, the objects located within and the procedures for maintaining the environment.

48. GEM Training Module Making Guests Happier Every Day! Magic of Setting FOR Dummies • Everything Speaks – All The Time • Setting is everything • Curb Appeal • Public Spaces • Bedrooms • Bathrooms • Restaurant • Settings Include Smells • Sounds, Temperatures Will there bea chalk outline in my room?

49. GEM Training Module Magic of Setting Quality Service Cues • Define your setting – Setting is the environment in which service is delivered to customers, all of the objects within that environment, and the procedures used to enhance and maintain. • Every Thing Speaks - Our staff, our building our cleanliness, our food……everything speaks to our guests and speaks all the time. • Speak a service language; wear a service wardrobe – How you look and speak communicate an image in your staff and customer’s mind. • Build a performance culture – Performance cultures are sets of location-specific behaviors, mannerisms, terms and values that direct and enhance an employee’s role in our hotel.

50. GEM Training Module The Foundation Our Quality Service Cycle • Importance of Process #1 Practical Magic & Wow Factor • Processes are the policies, tasks and • procedures used to deliver service. • Analyze Combustion Points – Listen and study • guests to identify potential combustion points • Create processes for guests who need service • attention. Unique Service Theme Critical Service Standards Quality Service Cycle Cast / Setting / Process When you successfully combine cast, setting and processes through integration you have started the quality service cycle.