Project Main Details
2013-04-03 22:33:22 GMT 2013-04-05 22:00:00 (GMT -05:00) Eastern Time (US & Canada) Yes (click here to learn more about ) Closed 0 0 1 direct invitation(s) have been sent by the voice seeker resulting in 0 audition(s) and/or proposal(s) so far. Voice123 SmartCast is seeking 25 auditions and/or proposals for this project (approx.) Invitations sent by SmartCast have resulted in 0 audition(s) and/or proposal(s) so far.
As a seasoned traveler, Maya knows how grueling travel can be, and has certain expectations when she arrives at our hotel.
Maya takes comfort in the fact that the hotel will meet her basic needs and expectations …
…from a warm and friendly check in, clean, comfortable room, delicious snack and and a comfortable night’s rest.
But just because Maya’s expectations have been met…is that enough to create loyalty to our hotel or brand?
We have learned from the human truths that loyalty to our brand stems from a deep emotional connection, such as belonging and feeling special. When we consistently make that connection with guests, we draw more loyal guests to our brands. And because of each brand’s unique positioning, guests feel that our brands complement their values or some other personal aspect of their persona
triggering an emotional connection.
In the FOUNDATIONS module, you learned about Foundational Service, and how consistent delivery of Service Basics and Operational Skills are required to meet all guest’s expectations.
You already know that Service Basics are the behaviors guests expect during every interaction. They expect to be acknowledged when they approach us or we approach them; that we be present and fully focused on what they tell us; that we empathize with them, always trying to see a situation from their perspective; and that we treat them with genuine care, courtesy and respect.
Guests also expect everything to be working flawlessly, which is why it’s essential that each of us are knowledgeable and competent in performing the processes and procedures related to our roles. But sometimes things will go wrong…they aren’t always in our control –the service basics are in our control, and something we own during every interaction, with guests and associates.
Now, with Foundational service ‘perfected’, we are able to ‘THINK’ beyond the basics …and go beyond …to exceed guest expectations… to give our guests a better way to experience the world. So what do we mean by Memorable Service?
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