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Delivering World-Class Guest Service Lessons From the Mouse

Delivering World-Class Guest Service Lessons From the Mouse. Presented at the DNC 2013 F&B Summit by Dennis Snow. 1. Look at everything through the “ lens of the guest ”. Service Mapping. Process – Hotel Return. Enter lobby. Ride elevator. Ride bus to hotel. Walk to room. Enter

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Delivering World-Class Guest Service Lessons From the Mouse

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  1. Delivering World-ClassGuest ServiceLessons From the Mouse Presented at the DNC 2013 F&B Summit by Dennis Snow

  2. 1.Look at everything through the “lens of the guest”

  3. Service Mapping

  4. Process – Hotel Return Enter lobby Ride elevator Ride bus to hotel Walk to room Enter room

  5. Pay attention to the details: • “Everything Speaks”

  6. “Attitudinal” Backstage

  7. Everything Speaks

  8. 3. Know What Frustrates Guests –And Do Something About It

  9. 1. “Lens of the Guest” 2. “Everything Speaks” 3. “Know the Frustrations”

  10. Customer (Guest) Loyalty

  11. I

  12. Delivering World-ClassGuest ServiceLessons From the Mouse Presented at the DNC 2013 F&B Summit by Dennis Snow

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