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Transcript of Intuitive Service
Intuitive Service at Las Ventanas al Paraíso is to recognize instinctively the emotions, needs and wishes of our guests in order to provide a transcendental experience...
To continue strengthening our intuitive service the definition was shared through various internal means of communication such as :
To enhance the way we work we begin with the development of a definition, which we all must know, learn and apply day to day as part of our philosophy.
The commitment is achieved by setting the example and that is why, every member of the Planning Committee participated in the RDR of each Department to stage examples of intuitive service in each of our areas.
A training workshop was designed to strengthen intuitive service in our resort in all areas. The workshop was called "My Guest" and reinforced the ways we identify the feelings and needs of our guests through different channels of communication and learning: Visual, Auditory and Kinesthetic.
This workshop lasts for 8 hrs over two days.
Means of dissemination
2.Windows to Excellence Exam
3. TV screen and Bulletins
The definition and some examples
The definition and some examples are asked about and how it is applied.
Definition and Images
Images that reinforce that each of us can apply intuitive service in our different areas of work
1. Intuitive Service Standards
2. Recognize those who provide Intuitive Service
3. Activities to enhance our intuition and creativity and develop stronger observation and listening skills
Take examples of Intuitive Service and transform them into standards or Best Practices
Establish a recognition program to team members who provide Intuitive service.
Develop monthly activities in order to develop various skills that help us identify quickly and accurately the needs, wishes and emotions of our guests.
Be Intuitive 8 hrs.
Be Intuitive 4 hrs.
As a result of these activities we have been collecting on a monthly basis (since April) 20 or 30 Intuitive Service examples that our associates have performed. This has engendered greater participation by teaching others how to be intuitive, gain self confidence and believe in our intuition.
Associates can identify themselves with these situations and will know how to react whenever they are involved in these.
Where do we go from here?
On the first day, associates reenforce the LQA standards pertinent to their department
A test is given to participants to discover what their learning method is ( visual, kinesthetic, auditory)
On the second day, the team recaps
what they learned
Role play activities including lego, videos, pictures
LQA is lightly touched on the training for this day
Associates discover their learning style and role play activities are performed
What are we looking to improve with this training?
Sensitive to guests' needs
Increase service levels
Create the WOW factor
Deeper understanding of guests' needs
Increased job satisfaction ( which can lead to less turnover, absenteeism)
Secure guest loyalty - they know what I like-
The next step has been to recognize everyone who has brought the intuitive service to life. The crucial part is making sure Managers and Supervisors recognize when associates have performed intuitive service and nominate them so they receive the recognition.
Engage, Intuitive, Refined