Slide No Trainer Notes Value for money reflecting what was advertised ‘Offering’ Expectations met / exceeded To feel respected which is why we use and – “Sir” “Madam” To feel welcomed is why we give all our customers a warm, genuine and – sincere smile and welcome. We really are pleased to see them To be served by friendly which is again why we smile and why we spend that – extra few seconds with them, talking about how their day went and so on. Slide Slide No Trainer Notes To be with in a prompt and courteous manner which is why we don’t keep – them waiting at reception, the bar, for room service, meals etc To receive assistance when necessary which is why we have excellent product – and local knowledge and why we look for opportunities to pass this on to them whenever we can, even without their having to ask To be in comfortable, surroundings which is why we make sure the facilities, – rooms, grounds and equipment are spotless To feel remembered and recognised which is why we use the customer’s name – as often as we can To be and understood which is why we listen to complaints and adopt the role – of their advocate whenever there is a complaint, problem or dispute. We want to fix their problems, not create new ones. Slide Slide No Trainer Notes Discuss points.
Slide No Trainer Notes Value for money ‘Offering’ reflecting what was advertised Expectations met / exceeded To feel respected – which is why we use “Sir” and “Madam” To feel welcomed – is why we give all our customers a warm, genuine and sincere smile and welcome. We really are pleased to see them To be served by friendly – which is again why we smile and why we spend that extra few seconds with them, talking about how their day went and so on. Slide Slide No Trainer Notes To be with in a prompt and courteous manner – which is why we don’t keep them waiting at reception, the bar, for room service, meals etc To receive assistance when necessary – which is why we have excellent product and local knowledge and why we look for opportunities to pass this on to them whenever we can, even without their having to ask To be in comfortable, surroundings – which is why we make sure the facilities, rooms, grounds and equipment are spotless To feel remembered and recognised – which is why we use the customer’s name as often as we can To be and understood – which is why we listen to complaints and adopt the role of their advocate whenever there is a complaint, problem or dispute. We want to fix their problems, not create new ones. Slide Slide No Trainer Notes Discuss points.