BASIC GUEST SERVICE STANDARDS - Pearson Education



BASIC GUEST SERVICE STANDARDSThe success of Sylvan Spa is built on the foundation of excellent guest service standards. Each staff member contributes to the overall guest experience. If a guest receives poor service from any staff member, that guest may not to return. To avoid this scenario, it is crucial that each staff member follow and adhere to each of the following standards: Greet the guest entering the spa with a pleasant and friendly greeting such as, “Good Morning, Mrs. Smith.” If they are regular or repeat customers, welcome them back to the spa with a greeting like, “Welcome Back, Mrs. Smith, it’s nice to see you.”If speaking to a guest on the phone, use caller ID if available to acknowledge the guest’s name. For example, “Sylvan Spa, Good Morning Mrs. Smith, how may I help you?” If you are uncertain about the guest’s name, obtain their name early in the conversation (for example: To better serve you, may I obtain your last name?)Be attentive to the guest at all times. Maintain a friendly, “onstage” attitude while dealing directly with a guest.When experiencing a high volume of guests at the spa, make sure to gain eye contact, smile and acknowledge each individual. Always let the guest know that you will be right with them. This will eliminate frustration and impatient guests. When a guest knows you are aware of their presence, they are usually comfortable with waiting their turn.Close discussions with a warm and friendly salutation such as, ”Have a nice day, Mrs. Smith.” This will provide a positive last impression on conclusion of their interaction with you.It is important to use positive language when speaking to our guests. Guests do not need to know why we cannot accommodate a requested service, only what we can do and at what time. Be enthusiastic when assisting them.Vocal pitch and tone should be enthusiastic and sincere, yet steady and calm. Guests have come here to relax, and it is part of our job to convey a sense of serenity to our guests. The tone of your voice will let them know they will be having a pleasant, stress-free experience while they are here. Be aware of how you are being perceived by the guest. Do not act condescending, irritated or inconvenienced. Vocal tone, eye contact and body language should be consistent and straightforward. Slang such as “honey,” “sweetie,” “dude,” etc., are not acceptable forms of communication between staff and guests.Phrases to avoid:“I don't know.”“I can't (we can't) do that.”“You'll have to…”“NO” at the start of a sentence.Alternate acceptable phrases:“One moment while I check on that.”“Could we do this...?”“Instead, may I suggest...?”BASIC GUEST SERVICE STANDARDSNo personal conversations should occur anytime a guest is near. All conversations between associates should be terminated immediately when a guest approaches.Conversations regarding complaints, problems or situations should never be discussed in front of guests. Guests shouldn’t hear about operational issues. It gives the impression that we are not professional nor in control.Do not complain about your coworkers. Gossip, or the discussion of anything unrelated to business while guests are present is not acceptable or allowed at any time. These conversations should be made with supervisors and/or the director, not with co-workers.Do not have personal items lying out in your work area. To avoid an unprofessional appearance, personal beverages, food and gum are not allowed in the spa, except for in designated staff areas.The front desk is to be attended at all times. Under no circumstances should the front desk be left without a staff member for any amount of time.Please use good posture while in the presence of a guest. Do not lean, sit or slouch. Never cross your arms in front of you while the guest is speaking to you. Exercise proper judgment, knowing your body language adds to the first impression.Staff members are not to approach guests for personal reasons. Though all of our members and guests are treated as VIPs, celebrities and high-profile guests frequently visit the spa. When they do, staff is not permitted to ask for autographs and/or pictures, or to approach them for any personal reason. Discussing their presence in the spa with other members or guests is also prohibited. ................
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