service is a skill
service is a skill
Embedded Files
In our Strategic Action Plan we have one really important area that’s called ‘Service is a skill’. It’s a tribute to all of you who everyday, using your great personalities and skills, are doing all you can to make our guests feel great. This is our culture and DNA.
Service is not only passion, but it’s also a skill. It’s not only a smile, but it’s also concrete actions that leads to great feelings for our guests.
Our 3 service promises are something all Clarion Collection hotels must have in common. For example, the 5 meter rule we all have to live up to. GM’s, Department Managers and all employees. It’s all about greeting the guest or colleagues if they are within 5 meter from us and acknowledge them.
In the examples below you also see how you can implement them into each department.
5 meter rule
5 meter rule
Eye-contact, probably the most important task!
If a guest, or colleague, is within 5 meters we need to make eye contact and smile, showing that they have been seen. And that we are there for them.
5 meter away--> eye contact
2 meter away--> greet the guest
All people needs to be seen and listened to. All people deserves a smile.
show don't point
show don't point
The guest, or your new colleague, asks “Where is the coffee machine?”. We say: “Follow me and I will show you”.
This small gesture means a lot.
Both guests, and colleagues, love when we walk with them, instead of pointing.
ask questions
ask questions
What is personal service? It’s getting in dialogue and getting to know them.
Asking questions and listening. The more you know, the more you are able to meet up their needs.
There is plenty of opportunities to serve and to sell. And again, everyone loves when they are asked questions.
5 meter rule
5 meter rule
Reception:
Always mention the guest by first name. Make sure you have eye contact and a smile ready for everyone passing by or approaching.
Housekeeping:
If you are vacuuming while a guest is approaching turn it off, look up and smile. Eye-contact with both guests and collegues.
Restaurant:
Eye-contact, smile, say good morning and serve coffee. Use greeting as welcome/good evening, good night.
show don't point
show don't point
Reception:
At check-in; show our guest where they can find the restaurant where we serve all our meals. If possible, follow them to the elevator, push the button for them.
Housekeeping:
When a guest is approaching you in the corridor with a suitcase, ask for their room number and follow them to their room. Lead the way, take their luggage.
Restaurant:
If the guest asks for something in the restaurant, lead the way and show them where they can find what they are looking for.
ask questions
ask questions
Reception:
Always assume that the guest wants something extra. Sale or service. Always end the conversation with a question like “Is there anything else I can do for you?”
Housekeeping:
Draw/write on the notepad/mirrors/card under the bed. When a guest is approaching you in the corridor, ask where they are happy with their room and if they need anything extra.
Restaurant:
Greet them and smile. After they sit down, light the candle on the table and ask what they would like to drink. Ask how their day has been. Remember: Every guest at breakfast, fika and evening meal must get a “hello” “how are you” and “anything else I can do for you?”
Asking questions applies to your colleagues as well. What else is a better way to get to know them?
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