True Hospitality Service Skills
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True Hospitality Service Skills
True Hospitality Service Skills
True Hospitality is a set of service skills used across IHG hotels to build resilience and set up our teams to care of one another, our guests and themselves. This is a mandatory course for employees of all IHG brands and employees must complete it for their hotel to remain compliant.
The course can be completed either online via MyLearning or in a classroom session.
It is about making everyone feel welcome and cared for, recognised and respected, whoever and wherever they are in the world.
True Hospitality is about delivering great service and experiences to guests, treating our colleagues with respect; looking after the environment and giving back to the local community; doing the right thing for our guests and each other.
So, True Hospitality is a promise of great service; it turns an ordinary stay into an amazing stay. Great service lets guests know that they are special and each colleague know they are making a difference. It’s more than a friendly hello – it’s the smile that changes their day.
True Attitude
True Attitude
True Attitude is about being caring, wanting to make a positive difference and building genuine connections with guests.
To develop True Attitude within your team, encourage employees to:
• Do everything with a smile.
• Use the 10-5 rule: at 10 steps make eye contact and smile at the guest; at 5 steps greet the guest.
• Make genuine connections with guests by asking ‘What brings you to our hotel?’
• Use the guest’s name whenever possible.
• Show that they care by making a guest’s or colleague’s day easier.
True Confidence
True Confidence
True Confidence is about having the knowledge and skills to perform your role and giving guests the confidence that they can trust you to help and support them during their stay.
To develop True Confidence within your team, encourage employees to:
• Make a list of questions guests ask and make sure they can answer them.
• Share one thing they have learnt each week with others.
• Be prepared and start every shift with a to-do-list.
• Maintain eye contact with guests.
• Introduce themselves and remind guests to contact them if they need anything.
True Listening
True Listening
True Listening is about focusing on what your guest is saying, picking up body language that is often overlooked and understanding what the guest wants and needs.
To develop True Listening within your team, encourage employees to:
• Nod, smile and lean forward slightly to show they are listening.
• Repeat important information to make sure they understand.
• Ask questions if they are unsure or need to confirm information.
• Take notes if it will help them remember details about guests.
• Offer guests assistance if they seem lost or unsure.
True Responsiveness
True Responsiveness
True Responsiveness is about providing guests with what they need and doing so in a timely and caring manner.
To develop True Responsiveness within your team, encourage employees to:
• Smile and ask how they can help.
• Always respond immediately and ask the guest when they need their request resolved.
• Set expectations – tell the guest how and when they will solve their request.
• Take responsibility and never pass a guest around.
• Follow up – check if their resolution has met the guest’s expectation.
Training Resources
Training Resources
A full selection True Hospitality Service Skills resources can be found on IHG Merlin in both Initiatives and MyLearning.
The True Hospitality course code in MyLearning is 00051263.
Downloadable content is available in the "Course Materials" section if you prefer to deliver a classroom session.
The THSS Manual below fully details
THSS Manual.pdfFacilitator Guide.pdfTHSS Posters.pdfReport abuse