The Spirit of Hospitality

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The Spirit of Hospitality The "Spirit of Hospitality" is a commitment to exceeding expectations. I give the team leaders ideas on how to manage the intangible side of guest service.

From Phuket to Chaing Rai, from Pattaya to Hua Hin and all over Bangkok I have been encouraging the leading hospitality and tourism organization's team member to exceed expectations every time. The lively seminar opens with a discussion of the basic expectations that guests have, such as; professional appearance, friendliness, responsiveness, flexibility, courtesy, empathy and continues with acti

vities aimed to inspire. The fundamentals of the Spirit of Hospitality seminar may seem simple but from a management point of view they can be a challenge to measure and supervise. Simple ideas like breaking the process for handling guest complaints into four steps can be quite valuable, and step four is to follow-up. It’s really the follow-up that exceeds expectations. Everyone receives complaints and solves them, that’s expected. It is when the team members follow-up with the guest that the guest says “WOW". I can offer ideas that can take the pursuit of excellence to the next level. I like to present my seminar to the team leaders first and then take the message to the front line. Once the whole staff receives the "Spirit of Hospitality" it can be incorporated into your very important New Employee Orientation program or Upselling campaign.

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