1. SERVICE EXCELLENCE
We will maximize guest satisfaction by providing superior service at every interaction, delivered with genuine care and sincerity.
2. SERVICE BASICS
• Offer an appropriate greeting.
• Satisfy every guest need and request.
• Be flexible – never say no.
• As guests leave, offer a warm farewell.
• Remember to use guest name where possible.
Smile! Be courteous, attentive and polite and ensure that your facial expression and body language conveys the same emotion.
4. RIGHT FIRST TIME
Listen carefully and get it “right first time”. Be empathetic. Anticipate guest needs.
5. GUEST LOYALTY
Maximize guest loyalty through recognition and the use of the Guest Preference program. We can never afford to lose a guest.
We are committed to working together to achieve better and faster results. Enjoy your work. Deliver the best for our guest, always.
7. PRESENTATION EXCELLENCE
Take pride in your personal appearance and ensure your uniform and grooming is immaculate at all times. Ensure that every area of hotel is presented at its best.
8. OWNERSHIP / INVOLVEMENT / IMPROVEMENT
Be alert and take ownership of our environment. Be involved in giving ideas and suggestions for continuous improvement. Take responsibility for identifying and initiating action to eliminate defects.
9. COMPLAINTS / SERVICE RECOVERY
Every employee who receives a complaint owns it. Pacification should be generous and instant. Use empathy in resolving guest complaints and focus on finding solutions that ensure guest satisfaction. Complete a Guest Incident Form immediately afterwards.
Follow-up with each guest request. Where help is required from others, follow-up in 20 minutes to ensure that action has been taken. Contact the guest to ensure he/she is satisfied wit the result. Keep response time to a minimum.
11. SAFETY AND SECURITY
We are committed to maintaining a work environment that promotes the safety and well-being of our guests and employees. Ensure that safe practices are used by all and report suspicious circumstances immediately to your superior. Be fully conversant with the hotel’s emergency procedures. Report potential emergencies and system failures immediately.