Loading presentation...

Present Remotely

Send the link below via email or IM

Copy

Present to your audience

Start remote presentation

  • Invited audience members will follow you as you navigate and present
  • People invited to a presentation do not need a Prezi account
  • This link expires 10 minutes after you close the presentation
  • A maximum of 30 users can follow your presentation
  • Learn more about this feature in our knowledge base article

Do you really want to delete this prezi?

Neither you, nor the coeditors you shared it with will be able to recover it again.

DeleteCancel

Animated Light Ideas Grey - 51128

Available at Prezzip.com Prezi template Light Ideas, a sketsy way to tell your story. Cool animation included. Make it your story!
by

Your Prezis

on 15 August 2016

Comments (0)

Please log in to add your comment.

Report abuse

Transcript of Animated Light Ideas Grey - 51128

separate elements
TEXT HERE
TEXT HERE
FINANCE
ONLINE
ENGAGEMENT
ENGAGEMENT
What We Will Cover
Learning Engagement
WELCOME
http://www.prezzip.com
This prezi template and many more available at:
Prezi template Light Ideas, a sketsy way to tell
your story. Cool animation included. Make it your story!
• What Makes Omni Special:
Omni Service Tradition
Video #1 goes here
Video #2 goes here
The Omni
Relationship Business
Emotional connections
build relationships
OST
Monthly
Departmental
Meetings
Trilogy
Service Tradition
GUESTS
ASSOCIATES
OWNERS
Emotional Connections are
3X
more likely
to recommend

3X
more likely to
re-purchase
20+%
would be required
to switch brands
Emotional Connections
& Engagement
Building the Power of
Goal: Create Memorable Experiences
Fostering Engagement with
Professionalism
Engagement and . . .
Building the
Make a great
impression
Relate to
each guest
Anticipate
guest needs
Warmth
Personalization
Professionalism
Authenticity
POWER of ENGAGEMENT
Building the
Power of Engagement

Make an
Video #3 goes here
Creating an Emotional Connection
impression
GROUP EXERCISE #2
Make an
• Attitude
• Introduce Yourself
• Smile & Make Eye Contact

• Body Language
• Grooming
• Manners & Courtesy
ATTITUDE
Introduce Yourself
Smile and Make Eye Contact
Body Language
Grooming
Hair
Shirt
Jacket
Name tag
Name tag
Jacket
Tie/Shirt
Hair
Manners & Courtesy
Building the POWER
of ENGAGEMENT
Relate to
each guest
Video #4 goes here
Building Rapport
• Look
• Say
• Listen
• Ask
• Thank
Look
“You can see
a lot by looking.”
-Yogi Berra, Baseball Hall of Famer
LOOK: Reading Social Cues
Fostering Engagement
Measuring Engagement
SAY: Initiating Conversation
GROUP EXERCISE #3
SAY: Using Guests' Names
SAY: Using Guests' Name
• Know name beforehand

• Use name 3 times

• Use last name

LISTEN
LISTEN
ASK
ASK: Learn from Guests
• Closed Questions

• Open-Ended Questions

• Final Question

GUEST ROLE
Initiate Conversation
Follow Guest Pace of Conversation
Listen to, Show Interest in Guest
Watch for Cues
Be Respectful of Guest
Engage in Conversatoin if Interested
Dictate Length of Conversation
Dictate Depth of Conversation
Exhibit Cues
ASK: Some Tips
YOUR ROLE
GOOD FOR BUSINESS
MOMENTS OF SERVICE
IMPRESSION
Emotional Connections
& Engagement

THANK
RECAP: Building Rapport
• Look
• Say
• Listen
• Ask
• Thank
Building the Power of
Guest Needs
Video #5 goes here
Know the Guest
AND POTENTIAL NEEDS
• Why they are traveling

• What they might need

Know what is
IN YOUR TOOLKIT
Assets

Be An Ambassador
Services
Amenities
GROUP EXERCISE #4
RECAP:
Anticipate Guest Needs
• Know the Guest & Potential Needs
• Know What is in Your Toolkit
• Be an Ambassador
Building the Power of
ENGAGEMENT
Manage
Opportunities
Video #6 goes here
Video # 7 goes here
Welcome Complaints
Guest Emotions
Perception is Reality
Service Recovery
Service Recovery Process
Service Recovery Process
Service Recovery Process
Service Recovery Process
Service Recovery Process
Service Recovery Process
Managing Opportunities
LONG-TERM
Managing Opportunities Long-Term:


ISSUE PREVENTION PROCESS
Managing Opportunities Long-Term:


ASSIGN & EXECUTE
Measure
departmental
engagement
Thoroughly
review issues
report
Immediately
recognize and
resolve issues
for our guests
Evaluate
root causes
to prevent
future issues
STAND UP:
Benefit to Omni
STAND UP:
Benefit to Guests
How does an Informational Stand Up Benefit the Guest?
Review:
• Guest Alerts
• MOD Report
• Synergy Work Requests
• Elmer Alerts
• Assign & Follow up w/ alerts
• Identify Positive Trends
• Identifiy Areas of Opportunity
& root causes
• Take Action to Reduce Issues
• Identify Previous Guest Issues
• Identify Room Preferences
• Execute blocking strategy
• Anticipate potential challenges
• Room Moves, Packages,
Long-term Stays, etc.
• Identify Key Stakeholder
for Each Actionable Item
• Follow Up to Ensure
Completion
• Resolve Guest Issues
• Create Memorable
Experiences
• Service Recovery
In-House
Guest
Review
Detailed
Arrivals
Review
Assign
and
Execute
Medallia
Response
Review
GROUP EXERCISE #5
Manage
Opportunities
RECAP:
Service Recovery Process
Welcome
Complaints
Emotion
Focus &
Asssure
Empathize
Aplogize
& Thank
Offer
Solutions
or Options
Act
Follow
Up
Manage
Long-Term
Opportunities
POWER OF ONE #10
Take ownership of our guests' needs and
wishes and personally follow through
on their complaints.
SERVICE RECOVERY
• What have we done
to recover the guest?

• Was the guest satisfied
with our resolution?

• What further follow up
needs to take place?

• How can we prevent
this challenge in the
future?
Building the Power of
ENGAGEMENT
Impress &
Delight
Video #8 goes here
Impress & Delight:
Memorable Experiences
Impress & Delight:

Triggering Memorable Experiences
• Memory
• History
• Special Occasion
• Someone Else
• Observation
Impress & Delight:

Memorable Experiences & You
Empowerment:
You Have the Ability & Authority
• Does Not Have to Cost A Lot
• Personalize the Service Experience
• Create Special Moments
GROUP EXERCISE #6
Impress & Delight
RECAP:
Impress & Delight
• Memorable Experiences

• Triggering Memorable Experiences

• Memorable Experiences & You
Building the Power of
ENGAGEMENT
Follow
Up
Video #9 goes here
Follow Up
• Keep Promises
• Carry Out Requests
Follow Up:
Share the Information
Follow Up:
It's a Team Effort
RECAP:
Follow Up
• Keep promises

• Share the Information

• It’s a Team Effort
Building the Power of
ENGAGEMENT
Relate to
each guest
Make a great
impression
Anticipate
guest needs
Manage opportunities
Impress & delight
Follow Up
1.
2.
3.
4.
5.
6.
Staying Energized
Video #10
Stay Energized:

• Authenticity
• Personalization
• Professionalism
• Warmth

You Need Energy to Deliver
Stay Energized:

Managing Your Energy
Stay Energized:

Managing Your Energy
ENGAGEMENT
Building the Power of
Fill in the Missing Pieces
QUESTIONS?
• Importance of Relationships

• Building Engagement Power
– Moments of Service Recap
– Power of One Refresher
• Focus & Assure
• Empathize
• Apologize &
Thank
• Offer Solutions
or Options
• Act
•Follow Up
• Issue Prevention Process
• Stand Up Practice

1.
2.
3.
4.
5.
6.
7.
8.
9.
Power
of One
Mirror
Image
MOS
OSC
OST
Power of
Engagement
Issue
Prevention/
Service
Recovery
Stand
Up
Personalization
Authenticity
Warmth
Impress and Delight
Manage opportunites
Follow up
Anticipate
A complaint is a gift
WELCOME
THANK YOU
Full transcript