here - BiggsKofford

Exceptional Service
Every Guest, Every Time
Presented by:
Kate Manzanares
Assistant Director of Human Resources
The Link Between
Training and
Organizational Culture
Every Employee

Recruiting and Selecting the BEST
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Employee Recognition Programs

Employee Events

Open Forum

Using Guest Feedback
BROADMOOR
MISSION STATEMENT
To go above and beyond our guest’s
expectations through our commitment to
maintaining a positive attitude, providing
exemplary service and superior
accommodations.
What is exceptional
service?
Who are our guests?
Who are my guests?
Every Employee

Taking care of our internal guest as a high
priority frees us up to take better care of
our external guest.
Exceptional Service Starts in this room!
Every Guest
Why must we always focus on guest
service?
• Customer expectations are always getting
higher
• Competition is more intense than ever
• Service is a strategic advantage in today’s
market
• Providing a memorable guest experience brings
rewards to all of us
Every Guest…
Every Guest
*
*
*
*
*
*
Make eye contact, smile and greet the guest or
employee immediately.
Use the guest’s or employee’s name.
Escort guests or employees to their requested
location.
Immediately approach a guest or employee who
seems to be lost and offer assistance.
Learn what is expected from your department so
you can anticipate the needs of the guests and
employees you service.
Follow up on requests, even when it is not the
duty of your department.
Every Guest
Never say: “I don’t know.” Say: “I’ll find out.”
* Never appear hurried, even if you are very busy.
* If unable to comply with a guest’s wishes, offer
an alternative. Avoid negative expressions like:
“That’s against hotel policy.” or “This is not my
table.”
* Keep the BROADMOOR spotless! If you see
something that is out of place, pick it up!
Remember, we are all a part of the
BROADMOOR Beautification Committee.
*
Every Guest
*
Act professional in public areas at all times.
Stand erect and avoid leaning against walls or
furniture.
*
Take “ownership” of a guest’s problem. Ensure
the matter is resolved and that the guest is
satisfied with your solution.
Every Guest
Taking the Problem to Heart
Hear what they have to say
Empathize with them
Apologize for the situation
Respond to their need by
Taking action and following up
Every Guest
Respond to a guest’s request within 10 minutes.
* Know the services the hotel offers and the
location of banquet facilities and meeting rooms.
* Go the extra mile!
*
Every Guest
“Moments
of
Truth”
Jan Carlson
Scandinavian Airline Systems
Fostering Culture with
Training Programs
Creating culture is more than a class or a set of
classes.
It is an approach to leading,
a key to success
and it happens moment by moment.
Every Time
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Orientation
Guest Relations Training
Employee Development
One-Time Programs
Line up Meetings
Internal and External Inspections
Departmental Training
Training Plans
Every Time…
 Service
must be the language
– Mission
– Standards
– Internal Guests
– Repetition
 Culture
is shaped by leaders
Presented by:
Kate Manzanares
Assistant Director of Human Resources
kmanzanares@broadmoor.com
Our Special Thanks to:
For more information, contact
Bill Asbury, President
303.626.2111 or 800.247.8514
www.pencominternational.com