1. A warm and sincere greeting. Use the guest’s name, if and when possible. Do not “guess” the guests name. Ask them if you’re not certain.
2. 5 feet greet: If your 5 feet or less from the guest, smile and greet them.
3. A smile is part of the uniform. Smile – we are on stage.
4. Smile when you pick up the phone.
5. Use words like, “Good Morning,” “Certainly,” “I’ll be happy to,” and “My pleasure.”
6. Use courtesy over efficiency: If our policy is to accept credit cards and the guest is resisting, immediately shift into courtesy mode and let the request go and schedule the visit. Out goal is courtesy over efficiency. Rules should be followed, but not in situations where they lead to a guest being disappointed. Our flexibility is our character strength. We realize that sometimes it might seem like the guest is “using” us or taking advantage of the situation. Allow it. Let it happen.
7. Kill the guests with kindness. Always remember our Guest Vision, “Rule # 1: The guest is always right. Rule # 2: If the guest is not right, re-read rule # 1.”
8. Greet by name after you learn the guests name. Use it frequently. Use their name two to four times.
9. Genuinely say, “certainly, absolutely,” and “my pleasure.”
10. Do what it takes to make it right!
11. Own it – even if it is not your fault.
12. Focus on what you can do, not what you can’t.
13. Anticipate and deliver on the guest’s needs.
14. Be curious and discover guest needs.
15. Acquire, document and share customer intelligence with the service providers. If a guest mentions a liking, vacation, personal information such as name of spouse or child, list it in the guest profile notes in Booker.com.
16. If you know it, use it. Use the guest information you know to amaze the guest on their return visits.
17. Fond farewell. Give them a warm goodbye and use their names, if and when possible.
18. How to hold, pour and serve a glass of Champagne or wine. Hold the glass by the stem only. Do not hold the glass by the body of the glass.