Name useage even on PBX calls!

BM
by Brittani Miranda3 views·Updated Mar 31, 2021
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  1. Hi, guys.
  2. Okay, I am going to be nowhere near as good
  3. as Shanti.
  4. Is that these type of things, But we have to
  5. do our services central training.
  6. So the whole hotel is doing so.
  7. I wanted to go over some of the items I
  8. missed last week.
  9. I'm sorry.
  10. Shan't for, um that's getting incomplete for last week, But
  11. we will get this week.
  12. I'm going to get it done on the first day.
  13. Um, but I'll still go review the items that we
  14. should have gone over last week.
  15. The main reason I'm kind of highlighting some of the
  16. specific items on today is at least first couple items
  17. are the last coil shop we had, um, as an
  18. entire hotel.
  19. We all did.
  20. We all as the entire hotel did a ton better.
  21. I think it was in the nineties that we got
  22. So it's a really great shop and reading through our
  23. specific departments.
  24. We had PBX, we had reservations.
  25. We had in room dining as a whole reading all
  26. of them.
  27. You guys are doing amazing like, um, you can tell
  28. the guests are having a warm experience with us.
  29. We're engaging the guests feel confident that we're taking care
  30. of them.
  31. But there are a couple of key items that we
  32. definitely did miss.
  33. Unfortunately, because the arrest of the hotel is finally catching
  34. up to how well that we have been doing consistently,
  35. we are the only department that actually fell behind since
  36. I last coil shop.
  37. Overall, I would still say, because of not that strict,
  38. as some people that you guys really didn't like over
  39. the top really good.
  40. But there are definitely a couple of little key items
  41. that we could improve.
  42. So let's go over the couple of items and I'll
  43. highlight what pertains particularly to our coil shop.
  44. Mhm. Um, so here in the service essential.
  45. So the fight that I'm sure you guys have already
  46. been going off of together, um, the couple that affected
  47. us the most.
  48. Our main usage.
  49. Um, we got marked off a couple of times because
  50. it makes sense that these are the ones that we
  51. would mix.
  52. It was our PBX calls.
  53. Unfortunately, we don't have the technology, so we don't have
  54. the guest names straight in front of us.
  55. And we talked to them, so we have to ask
  56. for their name and the room number.
  57. So we definitely should be doing that every single time
  58. we talked to, I guess.
  59. Asking for their room number, verifying their name and using
  60. their names through the call myself and not the best
  61. of this.
  62. But now that I'm starting to do these trains with
  63. you, I'm going to seriously focus on getting better, but
  64. not only using their name.
  65. We need to be offering our name as well.
  66. Um, there was a couple of times through the PBX
  67. calls where calls were answered and our name wasn't used
  68. in the agent.
  69. The, uh, person had to just guess who they were
  70. talking to, so definitely always remember.
  71. I know we're rushed.
  72. We're busy.
  73. We're taking so many calls.
  74. Our name.
  75. Their name needs to be used on a consistent basis
  76. basis, Um, and then for, uh, genuine connection.
  77. I small on my screen.
  78. Hopefully, you guys are seeing what I have written there
  79. a little bit bigger than what I am.
  80. But let me get a bigger screen for myself.
  81. Yeah. Mm hmm.
  82. Mhm. And now, for the next is personalized experience.
  83. Um, for especially for hotel cause We missed this one,
  84. um, enquiring why they are coming whenever somebody calls to
  85. book with us spots they ask is our special occasion.
  86. Are you coming for, um, to celebrate something for a
  87. hotel, stay and say what is bringing you to the
  88. area? Um, and then noted on the lead form, because
  89. we are mystery missed that on the last, um, coil
  90. shop. So definitely remember that we're doing that.
  91. Record it, and we'll make sure we get the small
  92. little points that we did miss on our call.
  93. Mhm. Now there's a couple new essentials service essential items
  94. that Patrick added this week.
  95. Um, he added some nonverbal communication items as well as,
  96. uh, notes on the farewell.
  97. So when we're leaving an interaction with a guest, um,
  98. so we'll jump into the non verbal communications first.
  99. I know these don't always pertain to us, particularly.
  100. I'll read off the items you put, but then go
  101. into a little bit how this can be a little
  102. bit more specific to what we do with guess.
  103. Um, he said, body language body language is always in
  104. the ready to serve position when in a guest facing
  105. area, proper hygiene is practiced to the presentation and nonverbal
  106. cues. Um, grooming is always impeccable.
  107. Dress to impress and personal appearances always flawless.
  108. Obviously, we are not a direct visual.
  109. Connect with the guest, though there are non verbal cues
  110. that we can control our tone of voice.
  111. Um, I can't give you the exact science behind it,
  112. but it is known that people can hear if you're
  113. smiling you, your voice changes.
  114. You feel a little bit more cheery and you convey
  115. more confidence.
  116. You can share somebody up a little bit if you're
  117. smiling, so always try and smile on the phone and
  118. your tone will be expressed in that positive way to
  119. the guest.
  120. But also, we need to make sure our tones are
  121. calm and confident if we're related.
  122. Taking care of the guest was extremely upset.
  123. Listen, be patient.
  124. Don't raise your voice and get mad as well in
  125. response to their complaints.
  126. But sounds like you genuinely care, even if you don't
  127. really make them feel like you do care.
  128. Make sure you're calm is inviting and soft, so the
  129. nonverbal communication I think we can focus on is the
  130. tone and how we make people feel about whatever they're
  131. coming to communicate with us about and make sure we
  132. are expressing care and confidence and whatever we're communicating with
  133. them. And then he mentioned specifically their farewell.
  134. Um, he said a farewell should be genuine and include
  135. gratitude, especially when a payment is made.
  136. Um, he didn't say When you end every interaction with
  137. a guest that we need to be saying thank you
  138. like we don't have to be saying thank you when
  139. we're handing off a toothbrush.
  140. A husband is bringing a toothbrush, too, I guess.
  141. But we should definitely be saying thank you anytime I
  142. guess has agreed to spend money with us or did
  143. just spend money with us.
  144. So a spa appointment, a hotel booking a request for
  145. a future small appointment Even if we haven't looked at
  146. for them yet, We should be saying thank you so
  147. much for doing this and expressing to them that we
  148. appreciate their