At Your Service

At Your Service

A Guest Service
Orientation Program
for all Essel Hotels.
 GUEST EXPECTATIONS

RELIABILITY
(CONSISTANT & RELIABLE SERVICE)

RESPONSIVENESS
(ESTABLISHING EYE CONTACT WISHING , MANAGING WAIT
TIME BEFORE/DURING / AFTER SERVICE)

ASSURANCE
(FRENDLY/ POLITE / FULLY TRAIND STAFF)

EMPATHY
CARING/UNDERSTANDING/PERSONALIZED SERVICE
At your Service

Introduction
10 Commandments
Essel Values
 INTRODUCTION

In this growing and competitive Hospitality

industry one criteria which will ensure our success
is the potential to generate repeat customers.

Repeat or return customers can be ensured only

when we can provide Customer delight i.e. not
only fulfilling what we have promised but going
that extra mile to make his/ her truly memorable
experience
Contd…
 INTRODUCTION

To facilitate this process we have drafted a 10 point

code for all EIPL Employees. The 10
Commandments are guidelines for achieving
excellence in quality service.
It is further supported by Essel Values which are
principles to be followed to create a friendly, creative
and productive work culture.
Ultimately ESSEL aims to achieve excellence in
service quality standards leading to repeat customers
and thereby growth in revenue.
Ten Commandments
 A 10 point Code for Quality Service

At any and every contact with a customer for whatever

the reason, we are involved in a potential moment of
truth, wherein we create a WOW or OOF. By following
a simple 10-point code for quality service we can create
WOW’S.
 No. I
GREET THE CUSTOMER IMMEDIATELY:

 It just takes a second to greet anyone, so smile

and establish an eye contact as soon as you see
a guest. It gives a feeling of welcome to the
guests.
 No. II
GIVE THE CUSTOMER YOUR UNDIVIDED
ATTENTION

 Always pay attention to the guests. Listen

very care fully without interruptions.
 No. III
MAKE THE FIRST 30 SECONDS COUNT

 Smile and make direct eye contact to make that first

impression a positive one.

 Offer an appropriate greeting and address him or her

by name, if possible.

 Be attentive and alert. Let the customer convey his or

her needs.

 First impression is the best impression and it often

sets the tone for the entire transaction.
 No. IV
BE NATURAL NOT MECHANICAL OR PHONEY

 Set routines can make us sound boring and mechanical

like a robot.

 We may also tend to sound rushed.

 Guests are very quick to sense whether you are genuinely

enjoying serving them or otherwise.
 No. V
BE ENERGETIC AND CORDIAL

 A tired looking and disinterested service personnel tends

to be a put off for the guests.

 Empathize with a customer as your warmth and energy

can make all the difference.

 Every time you speak to a guest in person or on

telephone, the interaction should be fresh and unique.
 No. VI
BE THE CUSTOMERS AGENT

 Take ownership. Try and be the “One Stop Shop” for

your customers, do not make them wait for any
thing, provide with prompt answers. Use your
imagination and flexibility to solve the customer’s
problem the first time around.

 Take responsibility and go out of your way to help

the guests.
 No. VII
THINK - USE YOUR COMMON SENSE

 Be proactive, be a problem solver.

 Think beyond SOP’S and company policies.

 Look for new innovative ways to help and solve the

problems of our customers.

 Develop the ability to take quick decisions on the

spot, be logical and try to think beyond the
procedures.
 No. VIII
BEND THE RULES SOME TIMES

 An unusual situation may call for an unusual

action.

 It is okay to bend the rules within reason. Rules

are made to govern your everyday activities.

 Always think of new ways to solve guest’s

problems discuss with your Managers and
supervisors, may be the rule needs to be
amended.
 No. IX

MAKE THE LAST 30 SECONDS COUNT

 Last impressions are often the lasting

impressions.

 This is the time you can make a customer feel he

has received quality service.

 Last half minute is as critical as the first. Wrap up

the conversation on a pleasing note, let the guest
leave with a want to come back to you and your
organization.
 No. X
STAY UP AND TAKE GOOD CARE OF YOURSELF

 Learn to manage your health.

 Learn to manage your stress

 Look after your health. Eat, Sleep and Exercise.

 If you feel good, you will serve well.

 Values

Abiding principles to create a

friendly, creative and productive
work culture.
 “Essel Values”

We must practice Team Work and

must take care of each other as
by doing so, we believe that we
will take better care of our guests.
 “ Essel Values”

Our mission must be to ensure the return of

our guests. We can do this by showing a
genuine care and displaying total interest
in the guest and by paying complete
attention.
 “Essel Values”

We must always SMILE and speak to all

in a warm and friendly manner. Use
guests’ names as often as possible and
avoid slang.
 “Essel Values”

When the guest leaves the hotel, we

must thank him and bid a warm
farewell. His last impression must be
positive and warm.
 “Essel Values”

Anticipate guests needs and

understand the guests body language.
Be proactive and personalize all
interactions in order to delight all
guests. Remember, all of you are
responsible towards guests in some
way or the other.
 “Essel Values”
When speaking with guests if there is a
complaint we must practice LEARN ,
* LISTEN
* EMPATHIZE
* APOLOGISE
* REACT
* NOTIFY
This will help us to retain our guests and make
them feel cared for
 “Essel Values”

All associates must report defects to

the concerned department and also
report any shortages of equipment
and supplies.
 “Essel Values”

All associates must follow

uncompromising standards of
cleanliness .We must clean as
we go along.
 “Essel Values”
We must express workplace
concerns in a positive manner and
never complain in front of a
guest. We should always remember
that we are ambassadors of the hotel
both in and out of the hotel.
 “Essel Values”

Always recognize repeat guests.

 “Essel Values”

Whenever a guest asks for a direction, do not just

point out the same. It is always more effective
to walk along with the guest to as far as
possible. Whenever, this is not possible, then at
least walk with the guest the first three steps.
 “Essel Values”

For response on the phone, always

follow the laid down greeting and pick
up the phone within three rings.
 “Essel Values”

Always wear name tags and

follow uniform standards.
Personal Hygiene is most
important.
 “Essel Values”

It is the duty of all to protect the

assets of the hotel and use all
resources wisely and eliminate
waste.
 “Essel Values”
You must handle all guest
requests to the best of your
ability and seek help from
seniors when required. Think
of creative ways of saying
YES.
Delighted to be
At your Service