JBL Resorts. Joe Bolton, Ku ulei Belveal, Brynn Alcain

Transcription

1 JBL Resorts Joe Bolton, Ku ulei Belveal, Brynn Alcain S

2 Video #1 S

3 Your Thoughts What did you think about the service in those interactions?

4 Video #2 S

5 Your Thoughts What did you think about the service in those interactions? What was the difference?

6 ?? Good Morning! Good Morning Mrs. Jones, it s a pleasure to have you back, please let me know if there is anything I can assist you with while you are here! What is the difference in emotion between the two?

7 Foundational Good Morning! Memorable Good Morning Mrs. Jones, it s a pleasure to have you back, please let me know if there is anything I can assist you with while you are here!

8 Context- The Why What really bothers YOU about service?

9 The Three P s People Process Place Which of these are 100% controllable?

10 Memorable Service Model LOYALTY BEYOND REASON MEMORABLE Personalized Aloha Story Telling Exceeds Expectations FOUNDATIONAL Operational basics Service basics Meets Expectations

11 Memorable Service Model FOUNDATIONAL Operational basics Service basics Meets Expectations

12 Memorable Service Model LOYALTY BEYOND REASON MEMORABLE Personalized Aloha Story Telling Exceeds Expectations FOUNDATIONAL Operational basics Service basics Meets Expectations

13 Foundational Cycle of Service Greet guest within 3 minutes Clean and Reset Table Check ID Drop check/settle Payment Take Food Order/ Enter Food Order Follow Up on order Serve Order

14 Foundational Cycle of Service Greet guest within 3 minutes Clean and Reset Table Check ID Memorable Drop check/settle Payment Take Food Order/ Enter Food Order Follow Up on order Serve Order

15 Foundational Cycle of Service Greet guest within 3 minutes Clean and Reset Table Check ID Memorable Drop check/settle Payment Take Food Order/ Enter Food Order Follow Up on order Serve Order

16 Foundational Cycle of Service Greet guest within 3 minutes Clean and Reset Table Check ID Memorable Drop check/settle Payment Take Food Order/ Enter Food Order Follow Up on order Serve Order

17 Ask Meaningful Questions Is this your first time to Hawaii? Is this your first stay at the Hotel? What brings you to famous Waikiki Beach? Have you experienced our world famous restaurant before?

18 Know what to talk about Hotel Facilities Hobbies Recent Trips Sports Shopping Places of Interest(Hawaii) Family Restaurants Not... Personal Problems Criticize Other People Religion Politics Financial Status Physical Features (appearance)

19 Memorable Service Restaurant Server FOUNDATIONAL Greet Guest within 3 minutes Check ID Take/Enter/Serve Drink and Food order Follow up on order /food/drink Total check and present to guest (request) Receive payment and settle check Clean and Reset Tables MEMORABLE Get Know Your Guest Engage your Guest with Meaningful? s Be genuine, Be Yourself

20 Share Your Aloha, Share Your Stories

21 Create Memories by being YOU.

22 Foundational Service Memorable Service ACTIVITY S Sort and discuss scenarios S Place each scenario the appropriate column

23 Foundational Memorable Server Taking Order Here s our menu, what you like?

24 Foundational Memorable Bellman Delivers Luggage to Room Aloha Mr. and Mrs., welcome to JBL resort. This is your room, enjoy your stay. (Bellman leaves bags at doorstep.) Guest Approaches Front desk Welcome to the JBL resort, are you checking in? Lost Guest in Lobby The bathrooms are over there. (finger points to bathroom) Server Taking Order Here s our menu, what you like? Server Approaching Table Server walks up to table and says, Aloha, what can I get for you this evening? Bellman Delivers Luggage to Room Aloha Mr. and Mrs., welcome to JBL resort. May I place your luggage on the rack? Allow me to show you some features of your room. May I offer you a bucket of ice at this time? Guest Approaches Front desk Welcome to the world famous JBL resort, my name is. We are looking forward to taking great care of you over your stay, how may I assist you today? Lost Guest in Lobby It will be my pleasure to show your where our bathrooms are located. (Starts walking guest towards bathroom) Is this your first time to JBL resort? Server Taking Order How may I assist you this evening? May I offer some recommendations on our menu? Server Approaching Table Server walks up to table and says, Aloha Mr., welcome to our restaurant, our chef from restaurant on property notified me that you are gluten sensitive. Let me show you what menu items are gluten free or that can be modified to accommodate your diet.

25 You are a server and you notice that Mrs. Jones has pushed her peas to the side of the plate.. In your small group please discuss: How would you create a memorable experience?

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27 Excellence is not a skill. It is an attitude. Ralph Marston

28 What questions may you have?