1. Hilton St Helens Welcoming a Guest

5. First Impressions How long does it take to make a first impression?

6. First Impressions Q: How long does it take to make a first impression? A: 3-5 seconds Q: If you wanted to put a bad first impression right, how long would that take? A: It can take up to 10-15 times of meeting that person. Q: Do we get the opportunity to do that with our guests? A: No, once we lose them, there is a strong likelihood we have lost them for good!

13. Greetings “ Good Morning………” “ Good Afternoon……..” “ Good Evening……..” Sir/Madam or use Name when you know it.

14. Greetings “ Good Morning………” “ Good Afternoon……..” “ Good Evening……..” Sir/Madam or use Name when you know it. Trainer: Saying it in this ways shows professionalism, practice how you would say it, use the correct tone and speaking with confidence shows you are a confident person.

17. Brand Standards At every opportunity use the guests name.

18. Brand Standards At every opportunity use the guests name. Trainer: Why do we have Brand Standards? Ensures consistency, maintains standards, working for Hilton and this is a brand with over 77 hotels in UK & Ireland - some of our guests do visit other Hilton hotels! Why do you think using the guests name is one of our Hilton’s Brand Standards? Makes the guest feel special, it is personalised, it shows you have made a special effort. In what ways can you find out what the name of the guest is? Through you having a conversation with the guest, keycard, event information, or simply asking. Once you know it, take the opportunities to use - notice the reaction you get!