Company Orientation

Welcome to
BEST WESTERN HOTEL LA CORONA MANILA

Expectation Setting
What do I want to learn from this training program? How and what can I contribute? What do I want from my co-trainees and trainer?

Agenda
Company History Company Vission,Mission Code of Conduct Customer Service Orientation

Company History
Best Western- Hotel la Corona Manila (BWHLCM) is an internationally affiliated boutique hotel Best Western is the worlds largest hotel chain with 4,700 independently owned and operated hotels

Company History
BWHLCM started operations as the FeCaridad Apartments from 1955-1986 1990- Hotel la Corona Manila was born 1991- acquired affiliation with Best Western International; first Asian affiliation

Company History
BWHLCM was first awardee of the Best Western Asia-Pacific Best in Guest Services Award in 2006, given in Bangkok Thailand We belong to the roster of the most preferred hotels among the Best Western properties in Asia-Pacific

Best Western-Hotel la Corona Manila The hotel has 57 individually designed rooms Room reservations are made through Best Western Internationals on-line system

Best Western-Hotel la Corona Manila

AMENITIES
           

Wi-fi internet access Room Service Online Reservation Complimentary Buffet Breakfast Fax & Photocopying Services FREE Parking Transport Services Laundry and Dry-cleaning Massage Service Meeting Room Facility CCTV Security System Travel and Tour Desk

Vision
Be a Leader In Selfless Service

Mission
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We aim for GENUINE HAPPINESS for Every one Every day Every stay And in Every way

Our Values
Fun & Enjoyment Service Health Optimism Quality Communication & Feedback Innovation Teamwork & Coordination

Table of Organization

Officers and Key People

General Manager

Ms. Celeste B. Romualdo

Code of Discipline
 Report

to work on time and advise supervisor if you cant come to work.  Dont be late. 15 minutes grace period for the whole training program.  Youre only allowed 1 absence (with justifiable cause)

Code of Discipline
your prescribed uniform and haircut.  No work policy- non-compliance to prescribed uniform and haircut.  Respect company property. Do not steal and vandal.  Tampering of documents such as your time cards, receipts, forms, etc. is prohibited.
 Wear

Code of Discipline
 Refrain

from using profane language.  Sleeping while on duty is a no-no.  Ask permission from your superior if youll be leaving company premises while on duty.  Utilize time. Doing unauthorized work, playing around or doing personal errands while on work is discouraged.

Code of Discipline
 No

Smoking in the hotel premises  Observe safety precautions.  Drinking, gambling and use of prohibited drugs are serious offenses.  Leave your deadly weapons at home.  Discuss any problem or concern with your immediate supervisor first. He knows you more than anybody else.

CUSTOMER SERVICE

What is Customer Service?

Exceeding customers expectations Identifying and meeting customers needs Going the Extra Mile Providing customers with individual attention and treating them with a degree of care

Facts about Customer Service

It is every companys business Service = Sales 68% of customers quit patronizing a service/product due to attitude of indifference toward the customer by some employees Customer owns a memory

7 Deadly Sins of Customer Satisfaction

1. 2.

Customer is ignorant, we did literally as asked Everything is normal, but output falls short of expectations Customer knows but explains poorly and we dont clarify We know all needs, but decide to do otherwise Customer knows and explains well, but we dont listen Everybody tries to do right things, but we trip and fall We hear customer, but dont tell to those who need to know

3.

4. 5.

6.

7.

What do Customers expect?

Reliability- deliver what you promise Assurance- convey trust and confidence, knowledge and courtesy Tangibles- good physical facilities and equipment and well-groomed people Empathy- Understanding what the customer feels Responsiveness- willingness to help; prompt service

Customer Service is having the right attitude

Right Attitude Towards Your:
self customer boss job

Right Attitude towards Customers

needs are changing and we better keep pace  Were suppose to help their problemsnot add  None of us can move without each other  Their demands are customers demands
 Their

Right Attitude towards your Boss

has bigger risks and responsibilities  She needs to be informed on whats going on  I trust that he only wants the best for all of us
 He

Right Attitude towards your Job

this job was my choice  I make a difference in the lives of our customers  Prioritize your workload  It is a gift, not a curse
 Taking

Right Attitude towards Yourself

I

can change if I want to. I can be what I want to be.  I have my own strengths.  My weaknesses can be my strengths  I can!

Having the Right Attitude

 Believe

in our products and services, our company, other people and yourself  Serve customer needs and give personal touch  Carry out what management asks you to do with enthusiasm  Maintain and enhance self-esteem  Be positive! Have a can do attitude

Who are our Customers? (The BIG C)

INTERNAL Customer - They are the employees and departments of the company EXTERNAL Customer - They are our guests, business partners, suppliers and stakeholders

Customers Needs
Practical Needs - Products and Services - Knowledge and Expertise Personal Needs - Need to be understood - Need to feel welcome - Need to feel important - Need for comfort

Communication is important

Voice Body language

Words

Communicating with the Customer

Communications o Listen. Be sensitive. o Be aware of the words they use, the tone voice and body language Help Customers o Service focus Customer focus Invite Customers back o Thank them. o Ask them to return soon

Customer Service Begins With Me

My words matter
Ill try Im not sure I dont know I will I will do my best

My words matter
You have to Why didnt you? No, we cant do that Its not my job We can do this Will you please

My words matter
Youre crazy I know how you feel I appreciate what youre saying I can understand why youd feel that way Im sorry for the inconvenience

I can see you with how you sound

Be calm, caring, soothing, cooperative, firm and warm Dont sound annoyed,impatient,shrill and too loud

Action speaks louder than words

Facial Expression Have a calm, interested, and sincere facial expression Roll your eyes Scowl

Action speaks louder than words

Posture & Movement Stand and sit up straight Move with urgency Half-lie, half-sit/slouch Cross your arms Smirk

Action speaks louder than words

Eye Contact Maintain eye contact when talking and listening Avoid eye contact Keep glancing at work while customer is talking

Action speaks louder than words

Grooming Combed hair Tidy and complete Uniform wrinkled and not properly worn Hair is not fixed

Communicating with the BIG C

Get and maintain eye contact Thank them Invite them back Smile often and sincerely

Communicating with the BIG C

Listen attentively Be sensitive Be aware of the words they use, their voice and body language

Communicating with the BIG C

Sincerely apologize for any inconvenience Greet guests by their names Introduce yourself when offering help

Communicating with the BIG C

Inform guests of our facilities and amenities Build rapport Project self confidence Maintain good grooming

The Telephone
BWHLCMs Call Spiel: Thank you for calling Best Western Hotel La Corona Manila. This is [ your name]. How may I help you today?

Telephone Etiquette
Answer the phone on the second ring. Attend to the call before paper works. Avoid rushing and interrupting the caller Do not put the caller on hold for more than 1 minute

Telephone Etiquette
Acknowledge and give cue words Take down notes. Practice active listening. Verify information if youre not sure. Avoid multiple phone transfers.

Angry Customers
Angry customers are not mad at you. They are mad about the situation. Do not take it personally.

Angry Customers
How to deal with them? Do the H-E-A-T Hear them out o Listen to what they have to say. o Dont interrupt, argue or give excuses. o Be attentive. o Be calm, open-minded and objective.

Angry Customers
How to deal with them? Do the H-E-A-T Empathize o Acknowledge their feelings. o Set aside biases. o Understand where they are coming from.

Angry Customers
How to deal with them? Do the H-E-A-T Apologize o Offer a sincere apology o Speak from the I not the You o There should be no room for blame

Angry Customers
How to deal with them? Do the H-E-A-T Take Action o Offer alternatives and solutions to the problem o Agree on a solution o Give a time frame. Set expectations. o Follow up

Angry Customers
How to make the bad news sound not so bad? SANDWICH TECHNIQUE  Advise them of the current situation (What you cannot do)  Offer alternatives (What you can do)  Give benefits of the alternatives (Why this is good for you)

You Can Use These Phrases

-

I understand your frustration. Let me do something to straighten this out. There must have been a misunderstanding somewhere. Ill take care of this for you. Im sorry for the confusion. Ill do something about it. I assure you it wont happen again.

You Can Use These Phrases

-

I apologize, Mr. Santos. Heres what I could do Ill call you on (date) at (time) and give you updates. I regret this has happened. I know the inconvenience this has on you. Well do our best to resolve this as quickly as possible.