HTMP I

15 customer techniques 02/27/24

1) promptly  greet all customers; I will acknowledge all incoming customers with a greeting "hafa adai".

2) use an appropriate ice breaker; I will  talk to customers with appropriate small talk, to not talk about anything personal.

3) compliment freely and sincerely; I will compliment customers with positive features of themselves, from their clothing,  to their face features etc. flattering them.

4) call customers by their name (if known); I will call customers by their name and I will not overuse their name so they wont feel uncomfortable.

5) make and maintain eye contact with customers; I will maintain eye contact with customers so they will know I am listening and create a short bond with them.

6) ask for feedback; Once a customer has finished their stay or meal I will ask them how their meal/stay was and then ask if there were any problems, so I will improve the problem next time.

7) Use effective service vocabulary; I will respond to customers with respect like "Let me find out for you", "i'm happy to help" or "My pleasure."

8) Listen carefully; I will genuinely listen to customers, i will show them that I am listening by maintaining eye contact, nod my head, and take notes.

9) smile freely and often;  will smile often to keep a positive attitude and make customers feel welcomed.

10) appropriately touch customers when possible (handshake, pat on the back, etc.) I will try to avoid this method to avoid any misleading actions, but when I use this method I will introduce myself to customers with a handshake.

11) enjoy people and their diversity; I will always look on the bright side and be more understanding to customers by putting myself in their shoes. I wont be so quick to judge.

12) have a good attitude for your job; I will have pride in my job by talking positively about what I do. I will also think on the bright side of everything.

13) keep your workplace clean and attractive; I will also have pride in my workplace by helping clean up and/or help put things in place.

14) dress and groom yourself appropriately; I will always come to work in a good mood and prepared, I will have neat clothes and hair, and to add onto that I will have good general and oral hygenine.

15) maintain a good body posture; I will speak to guests with straight posture with positive body language.

worked with jaychan

case study 02/21/24

1. What strategies or techniques are used by the Lopesan hotels and resorts to provide excellent customer service?

-by the pools there are far more sunbeds more than guests

-waiters deliver cooled cocktails to anyone waiting at the reception

-later if guests ordered a particular drink, the waiters will take note of that and will provide their favorite drink the next day.

-if the repeated guests come back, they will be greeted with complementary drinks and food.

- each pool area is protected and effectively soundproofed

-brought the culture of the island to the guests rather than have them go out and find it.

-in the 2000 he built several huge high class hotels in the resort and also taken over existing properties to revamp and reinvent

2. Why is the Lopesan hotels and resorts unique and special? Name the things that they are doing that set them apart from their competition.

-built the jungle foliage, rivers, bridges, thatched roofs, bamboo furniture, animal pelts, and wood posted balconies, emulating the architecture in rotunda- style villages.

-as patrons enter they immeditatley are aware of the spaciousness.

-he fills his hotels with fragrances

-they promote package deals

- guests finds television tuned into the correct language.

- 1250 rooms amidst opulent decor and lavish landscaping featured prominently by vonde nast magazine

worked with jaychan

4. Recreation: shopping mall, marine sports, dinner shows, etc.

• sand castle, micronesian mall, parasailing