In the realm of excellent guest service, standard operating procedures (SOPs) are necessary but not sufficient. Our years of experience in the service industry have taught us that what truly matters is the authentic care and personal connection that staff members bring to their interactions with guests. It goes beyond following protocols; it’s about embodying a genuine “being” that leaves a positive and enduring impact on guests.
Through our Service Excellence Program, we aim to support and equip your team with essential leadership skills and tools for interacting with guests. Our program focuses on achieving the following objectives:
- Provide heartfelt hospitality with authenticity.
- Empower team members to make responsible decisions as leaders.
- Foster pride and ownership in their roles and responsibilities.
- Cultivate present-moment awareness and commitment to their work without taking things personally.
- Enhance communication skills with both peers and guests.
- Create alignment and synergy within the team.
It is crucial for your staff to grasp that they are the face of the organization, representing the organization/hotel/hospital in the eyes of the guests. This awareness emphasizes the significance of their role and the impact they can have on guest experiences.
Similar to the principles of Being NICE Sell, our Service Excellence Program also draws upon the N.I.C.E.™ framework tailored for the hospitality industry. N.I.C.E.™ stands out among other customer service techniques by emphasizing the importance of “being” rather than simply focusing on tasks.
