1. CONFLICT
RESOLUTION
& GUEST
SERVICES
DAY ONE
CONSTRUCTIVE
COMMUNICATIONS PRESENTS…

3. COURSE OBJECTIVES
3
IMPROVE OUR COMMUNICATION LEVEL WITH
GUESTS BY UNDERSTANDING;
WHY PEOPLE
COMPLAIN
EXPECTATIONS
HOTEL-GUEST
ABOUT
DYNAMICS
SERVICE

4. WORKING MORE EFFECTIVELY
GUEST SERVICES TEAM
WHO YOU ARE WHAT YOU DO
YOUR ROLE IN YOUR SERVICE CULTURE
ACCOUNTABILITY INITIATIVE
PLEASING AN UNHAPPY GUEST
ATTITUDE PREPARATION

5. L.E.A.R.N. : THE PROCESS-EL PROCESO
LISTEN-
ESCUCHA
R
NOTIFY-
EMPATHIZE-
NOTIFICA EMPATIZAR
R
RESPOND- APOLOGIZE-
RESPOND DISCULPARS
ER E
created by and property of christian alexander &
lorena perez gomez

6. OUR GUESTS…..

7. PRIORITIES
7
 If service is not your number one priority, then you are in the
wrong business!
The top three day–to-day priorities of any hotel:
1. SERVICE-MAKE SURE THE GUEST IS HAPPY!
2. SERVICE-IF THE GUEST ISN’T HAPPY, MAKE
HIM HAPPY!
3. SERVICE-MAKE SURE THE GUEST GOES
HOME….HAPPY!
SERVICE
SERVICE
SERVICE

8. SERVICE 8
CULTURE
 WHAT IS A “SERVICE CULTURE”?
 DOES THIS HOTEL HAVE A “SERVICE
CULTURE”?
 DOES OUR “SERVICE CULTURE” LIVE UP TO
OUR VALUES AND MISSION STATEMENT?
 HOW SO AND HOW NO? WE WILL RETURN TO
THIS IDEA OF “SERVICE CULTURE” DURING
THE COURSE OF THE SEMINAR

9. EXCELLENT
SERVICE
TERRIBLE SERVICE

10. SERVICE
WHAT WE WANT WHAT WILL HAPPEN
 TREATED WITH
RESPECT AND
APPRECIATION
 BEING ATTENDED TO
IN A TIMELY FASHION
 BE GIVEN FULL
ATTENTION WHILE
?
BEING ATTENDED TO

11. RESOLVING A COMPLAINT OR PROBLEM
WHAT WILL ACTUALLY
WHAT WE WANT
HAPPEN
 TO BE LISTENED TO
 TO BE RESPECTED
 TO BE UNDERSTOOD
 AN APOLOGY
 COMPENSATED IN
SOME FORM FOR
WHAT WE LOST IN
?
VALUE FOR OUR
MONEY

12. WHAT ARE THESE EXPRESSIONS TELLING
US?

13. BODY LANGUAGE
FACTORS INVOLVED IN BODY LANGUAGE
 POSTURE
 EYE MOVEMENT AND CONTACT
 FACIAL EXPRESSIONS
 YOUR OWN BODY LANGUAGE
 “THE FIRST IMPRESSION”
 PHYSICAL PROXIMITY
 SEATING ARRANGEMENTS
 HOW WE TOUCH OURSELVES AND OTHERS
 HOW OUR BODIES CONNECT WITH NON-HUMAN OBJECTS SUCH AS PENS OR CIGARETTES
UNIVERSAL FACIAL EXPRESSIONS ARE:
 HAPPINESS
 SADNESS
 FEAR
 DISGUST
 SURPRISE
 ANGER
SOME BODY LANGUAGE' ISN'T WHAT IT SEEMS AT ALL, FOR
EXAMPLE:
 SOMEONE RUBBING THEIR EYE MIGHT HAVE AN IRRITATION, RATHER THAN BEING TIRED - OR
DISBELIEVING, OR UPSET.
 SOMEONE WITH CROSSED ARMS MIGHT BE KEEPING WARM, RATHER THAN BEING DEFENSIVE.
 SOMEONE SCRATCHING THEIR NOSE MIGHT ACTUALLY HAVE AN ITCH, RATHER THAN CONCEALING A
LIE.

14. THE IMPORTANCE OF COMPLAINTS
HOW DO WE FEEL WHEN WE HAVE A
COMPLAINT?
THE GUEST’S STATE OF MIND
&HYPERSENSITIVITY TO PROBLEMS
BAD FLIGHT,
LOST
I’M NOT LUGGAGE
HAPPY

15. THE IMPACT OF THE INTERNET
BEFORE THE INTERNET THE INTERNET AGE
 10 PEOPLE  TripAdvisor, Faceb
ook, MySpace, etc
TOLD
 1, 000 PEOPLE
TOLD, MAYBE
MORE!!!

16. A TripAdvisor LETTER
 “MY WIFE AND I ARRIVED LAST MONTH FOR A ONE-WEEK STAY AT THE SHANGRI-LA HOTEL
OUTSIDE OF PUERTO VALLARTA. OUR EXPERIENCE AND IMPRESSIONS OF THE HOTEL WERE
NOT PLEASANT. WHEN WE ARRIVED, WE WERE ASSIGNED A ROOM SOMEWHAT FAR AWAY
FROM THE MAIN AREA AND WHEN WE GOT TO THE ROOM, WE FOUND IT TO BE KIND OF
DARK WITH A STRONG SMELL OF MILDEW. TO MAKE IT WORSE, THE AIR CONDITIONER
WASN’T WORKING. WE WERE NOT IMPRESSED AND RETURNED TO THE FRONT DESK TO
COMPLAIN ABOUT THE ROOM AND GET MOVED. THE AGENT AT THE FRONT DESK SEEMED
LESS THAN UNDERSTANDING. ACTUALLY SHE BORDERED ON BEING RUDE. SHE EXPLAINED
THAT DUE TO THE HOTEL BEING SOLD OUT AND VERY FEW ROOMS HAVING BEEN AVAILABLE
FOR NEW ARRIVALS THAT DAY, A DIFFERENT ROOM WAS NOT AVAILABLE THAT EVENING.
SHE SAID THAT SHE WOULD LEAVE A NOTE WITH THE MORNING STAFF TO SEE IF A NEW
ROOM MIGHT BE AVAILABLE THE NEXT DAY “BUT SHE DOUBTED IT”. THE ONLY THING SHE
DID DO WAS TO CALL HOUSEKEEPING TO CHECK ON THE MILDEW PROBLEM.
OUR DINNER THAT EVENING AGAIN WAS A MIXED EXPERIENCE, AS WERE THE
FOLLOWING NIGHTS’ DINING EXPERIENCES. THE FOOD WAS GOOD BUT WE FOUND THE
RESTAURANTS TO BE SOMEWHAT NOISY. THE SERVICE, WHILE EFFICIENT, SEEMED TO LACK
ANY WARMTH. THE WAITERS SEEMED TO HAVE TROUBLE COMMUNICATING BEYOND “MAY I
TAKE YOUR ORDER” AND THE HOSTESS SAT US IN THE MIDDLE OF THE RESTAURANT EVEN
THOUGH THERE WERE TABLES OPEN NEAR THE WINDOW AND BARELY WELCOMED US.
AS FAR AS CHANGING ROOMS THE NEXT DAY, THE SO CALLED MESSAGE ABOUT
CHANGING ROOMS NEVER REACHED THE MORNING STAFF. WHILE WE DID GET MOVED TO A
(SOMEWHAT) NICER ROOM, I FELT LIKE WE WERE TREATED LIKE A NUISANCE, NOT A GUEST.
IF THE SERVICE HAD BEEN BETTER…AND KINDER, I WOULDN’T HAVE FELT COMPELLED TO
WRITE THIS LETTER. I DIDN’T BOTHER COMPLAINING WHILE WE WERE THERE SIMPLY
BECAUSE I DIDN’T THINK IT WOULD GET ME ANYWHERE. AS IT IS, I WOULD ADVISE READERS
TO LOOK FOR OTHER HOTEL OPTIONS. THIS PLACE DID NOT MAKE US FEEL AT HOME. IT
MADE ME FEEL LIKE I WAS AT MY IN LAWS’ HOUSE INSTEAD.

17. OUR GOAL LETTER
 MY WIFE AND I ARRIVED LAST MONTH FOR A ONE-WEEK STAY AT THE SHANGRI-LA
HOTEL OUSIDE OF PUERTO VALLARTA. OUR EXPERIENCE AND IMPRESSIONS OF THE
HOTEL WERE MIXED. WHEN WE ARRIVED. WE WERE ASSIGNED A ROOM SOMEWHAT
FAR AWAY FROM THE MAIN AREA AND WHEN WE GOT TO THE ROOM, WE FOUND IT TO
BE KIND OF DARK WITH A STRONG SMELL OF MILDEW. TO MAKE THINGS WORSE, THE
AIR CONDITIONER DIDN’T WORK. WE WERE NOT IMPRESSED AND RETURNED TO THE
FRONT DESK TO COMPLAIN ABOUT THE ROOM AND GET MOVED. THE AGENT AT THE
FRONT DESK TURNED OUT TO BE ONE OF OUR MORE PLEASANT EXPERIENCES. SHE
WAS VERY APOLOGETIC AND UNDERSTANDING ABOUT THE SITUATION. SHE
EXPLAINED THAT DUE TO THE HOTEL BEING SOLD OUT AND VERY FEW ROOMS HAVING
BEEN AVAILABLE FOR NEW ARRIVALS THAT DAY, A DIFFERENT ROOM WAS NOT
AVAILABLE THAT EVENING BUT THAT SHE WOULD MAKE A ROOM MOVE A PRIORITY
FOR THE NEXT DAY (WHICH, BY THE WAY HAPPENED THE NEXT DAY IN A VERY
EFFICIENT AND HOSPITABLE MANNER). IN THE MEANTIME, SHE CALLED ONE OF THE
RESTAURANTS AND MADE A PRIORITY RESERVATION FOR US. SHE ALSO CALLED
HOUSEKEEPING AND SENT THEM TO DO A CLEANING.
OUR DINNER THAT EVENING AGAIN WAS A MIXED EXPERIENCE, AS WERE THE
FOLLOWING NIGHTS’ DINING EXPERIENCES. WE FOUND THE RESTAURANTS TO BE
SOMEWHAT NOISY AND WHILE OK, THE FOOD WAS NOT THE GREATEST I HAD EVER
TRIED. AGAIN THOUGH, THE SERVICE MORE THAN MADE UP FOR THESE COMPLAINTS
AND I WAS IMPRESSED HOW GENUINE, KIND, AND ACCOMODATING THE STAFF WERE
WHILE WE WERE THERE. MANAGERS, TAKE BETTER CARE OF THE HOTEL FACILITIES
AND YOU WILL HAVE A VERY NICE PRODUCT. KEEP ENCOURAGING THE GREAT SERVICE
AND IT WILL BE HARD TO TELL THE DIFFERENCE BETWEEN YOU AND THE MORE WELL

18. AN ENEMY NAMED “AVERAGE”
 DEFINITION
 DAY, MEAL, PERSON, MOVIE, SONG
 WHEN IS AVERAGE ok
 HOW IS AVERAGE OUR “ENEMY”?
 WHERE DO WE FALL INTO AVERAGE?
 (MOST CURRENT TRIPADVISOR SCORES)

19. PERCEIVED VALUE
IT’S WHAT IS IMPORTANT TO ME
(INTERNET, COMFORTABLE BED, GOOD
LOCATION, ETC)

20. •RATE THEM 1-4
1. LONG WAIT FOR TOWELS
2. NOISY NEIGHBORS – NO HELP FROM SECURITY
3. MALFUNCTION IN ROOM
4. ROOM NOT CLEANED
5. WRONG ROOM TYPE
6. MINI BAR NOT FILLED
7. PAID FOR INTERNET-DOESN’T WORK
8. RUDE WAITER
9. POOR QUALITY FOOD
10. ROOM INFESTED WITH INSECTS
11. MADE TO WAIT FOR CHECK IN
12. POWER SURGE FRIED COMPUTER
13. NO VOICE MAIL OR MESSAGE SYSTEM
14. CALLS DIRECTED TO WRONG ROOM
15. MISSED WAKEUP CALL-MISSED FLIGHT/RESERVATION

21. •RATE THEM 1-4
•TEACHER SAYS….
1. LONG WAIT FOR TOWELS-2
2. NOISY NEIGHBORS – NO HELP FROM SECURITY-3
3. MALFUNCTION IN ROOM-2
4. ROOM NOT CLEANED-2
5. WRONG ROOM TYPE-3,4 (DEPENDING ON NUMBER OF PEOPLE IN RES)
6. MINI BAR NOT FILLED-1
7. PAID FOR INTERNET-DOESN’T WORK-2
8. RUDE WAITER-4
9. POOR QUALITY FOOD-3
10. ROOM INFESTED WITH INSECTS-2
11. MADE TO WAIT FOR CHECK IN-3
12. POWER SURGE FRIED COMPUTER-4
13. NO VOICE MAIL OR MESSAGE SYSTEM-2
14. CALLS DIRECTED TO WRONG ROOM-3
15. MISSED WAKEUP CALL-MISSED FLIGHT/RESERVATION-4

22. WHICH SOUNDS WORSE?
NOW LATER

23. WHICH SOUNDS BETTER?
NOW LATER

24. YOU HEARD ME…
$536,870,912

25. BRAINSTORM
 FORM INTO GROUPS…..
 USING A RATING FROM 1-4, “1” BEING A MILD
COMPLAINT OR SITUATION AND EASY TO
RESOLVE AND “4” BEING A COMPLAINT OR
SITUATION THAT SOUNDS ALL THE
ALARMS, THINK OF TWO COMPLAINTS FOR
EACH LEVEL (TWO MILD COMPLAINTS, TWO
EXTREMELY SERIOUS COMPLAINTS ETC.)

26. RECAP
DEFINITIONS & READING &
IMPACT OF THE
EXPECTATIONS UNDERSTANDING
INTERNET
ABOUT SERVICE OUR CLIENTS
BEING
“AVERAGE” & SHORT & LONG-
PERCEIVED TERM
VALUE

27. INTERMISSION
 THIS CONCLUDES THE FIRST PART OF THE
TRAINING. WHAT HAVE YOU LEARNED SO
FAR? THE NEXT SECTION WILL DEAL WITH
THE FRONT DESK AND GUEST SERVICES
TEAM AND HOW THEY ARE PREPARED FOR
COMPLAINT RESOLUTION AS WELL AS
WHAT WE CAN DO TO BETTER EQUIP THEM
IN ALL ASPECTS OF GUEST RELATIONS

28. ABOUT US
 CONSTRUCTIVE COMMUNICATIONS
(AMERICAN ENGLISH HOSPITALITY &
COMMUNICATIONS GROUP) ES UN GRUPO
QUE OPERA EN LA ZONA DE PUERTO
VALLARTA/RIVIERA NAYARIT. NOS
DEDICAMOS A EXCELENCIA EN LA
FORMACION DE LA CULTURA SERVICIAL.
PARA MAS INFORMACION
 CONSTRUCTIVE COMMUNICATIONS (AMERICAN
ENGLISH HOSPITALITY AND COMMUNICATIONS
GROUP) IS A GROUP WHICH OPERATES IN THE
PUERTO VALLARTA/RIVIERA NAYARIT AREA. WE
ARE DEDICATED TO EXCELLENCE IN THE
FORMATION OF SERVICE CULTURE. FOR MORE
INFORMATION

29. CONTACTANOS/CONTACT US
 CELL 322 191 8348 (8346 para MENSAJE-MSG)
 PHONE 329 291 0860 (MEXICO)
 FACEBOOK: AMERICAN ENGLISH
HOSPITALITY & COMMUNICATIONS
GROUP
 HOTMAIL:
ConstructingCommunication@hotmail.com