Guests’ ever-changing beliefs in the way something should happen such as lifestyle choices

Foresee what customer wants & needs and take actionForesee what customer wants & needs and take action

People who buy or influence the purchase of your services

To be greater than and surpass what is typical or the industry standard

Head , Thinking and Work

Heart , Service and Thinking

Hands, Helpful and Heart

Head, Heart, and Hands

The caring and individualized attention

we provide to our guests

Our ability to perform the promised

service dependably and accurately

Our willingness to help guests and provide prompt service

The caring and attention

we provide to our guests

Vision

Experience Matter

Memorable Experiences

Service

A complaint is a negative letter about dissatisfactory service when needs are not met.

A complaint is negative feedback about dissatisfactory service when needs are not met.

A complaint is a confusing issue about dissatisfactory service when needs are not met.

A complaint is negative feedback about satisfactory service when needs are met.

Help the complaint

Hear the guest out

Hold on until the guest is fine

Help the company

Empathy is not to show an understanding of how someone is feeling by acknowledging their feelings

Empathy is how we react to someone's feelings by acknowledging their feelings

Empathy is to show an understanding of how someone is feeling by acknowledging their feelings

Empathy is to waiting to understand of how someone is feeling by acknowledging their feelings

Leading the team

Resolve The Problem

Handling guest check-in

Delivering service

Ask for satisfaction

Help the guest

Sending Compliment to guest

Sending email to guest