1. A MOMENT TO REMEMBER
HELMY VRAMERRYAN
SERVICE EXCELLENCE TRAINING I
AUGUST 22-23, 2012

2. BE ALERT TO GIVE SERVICE.
WHAT COUNTS A GREAT
DEAL IN LIFE IS WHAT WE
DO FOR OTHERS.
ANONYMOUS

3. AT THE END OF THE TRAINING …
1. Understand the importance of excellent service
in the hotel industry
2. Have to possess excellent service attitude
toward customers
3. Increase MY revenue

4. FACT ABOUT CUSTOMERS
??
Who is our GUESTs?
- the most important person in the business
- not a cold figure or numbers in statistic
- a human being with feelings, emotions, biases, prejudices
- not someone to argue or debate with
- always wins an argument and always right most of the time

5. FACT ABOUT CUSTOMERS
Is all our GUESTs
important?

6. MOST IMPORTANT
VISITORS ON OUR
PREMISES. THEY ARE
NOT DEPENDENT ON US –
WE ARE DEPENDENT ON
THEM.
UNKNOWN

7. FACT ABOUT CUSTOMERS
Why guests complaints
& leave?
- poor service
- rudeness
- disrespect
- lack of courtesy
- poor work attitudes

8. FACTS!
66 90
1=9

9. CUSTOMERS DIS-SATISFACTION
RESULTS …
Offensive action Silent action
- Menuntut ganti rugi - Pindah ke lain hati
- Law suit - Menyebarkan complain
- Komplain ke media - Mempengaruhi orang
- Komplain ke otoritas lain
yang berwenang

10. FACTS!

11. DO NOT LET THIS HAPPENED!

12. CUSTOMERS SATISFACTION
RESULTS …

13. STEP #1: HAVE THE RIGHT
ATTITUDE

14. FOR THE RIGHT ATTITUDE…
DO
I AM SINCERE AND I WANT TO HELP
I AM ALWAYS PREPARED
I TAKE TIME TO BREATH AND CONTROL MY
RESPONSE
I ALWAYS MAINTAIN A GOOD, POSITIVE FRAME
OF MIND
I BELIEVE IN WHAT I AM DOING
DON’T
X Think when your shift finishes
X Think your personal problems
X Think negativities
X Assume

15. SHOUT!
SAYA TULUS IKHLAS!
SAYA MAU MENOLONG!
SAYA SELALU SIAP!
SAYA TENANG DAN TIDAK PANIK!
SAYA SELALU BERPIKIR POSITIF!
SAYA YAKIN YANG SAYA KERJAKAN!
SAYA SELALU SENYUM!

16. STEP #2: UNDERSTAND YOUR CUSTOMERS
th y
Em pa
rt felt/
He a
e it y
on tan
Sp
ty
iosi
Cur

17. STEP #2: UNDERSTAND YOUR CUSTOMERS
CARE

18. COMMITTED TO SERVE
C PASSIONATELY AND SINCERELY
ATTENTIVE TOO WHAT GUESTS
A WANT
R RESPONSIVE AND DON’T DELAY
ENTHUSIASTIC TO FULFIL GUESTS
E REQUIREMENTS

19. STEP #3: DEVELOP IMPRESSIVE
PERSONALITY
Appearance
Expressions
Intelligence
Emotions
Interests
Social adaptation

20. STEP #3: DEVELOP IMPRESSIVE
PERSONALITY
 Are you neat?
 Are you careful about cleanliness? Appearance
 Do you have a good posture?
 Do you watch your facial expression?
 Do you have a ready SMILE?
 Do you have a weird manners?

21. STEP #3: DEVELOP IMPRESSIVE
PERSONALITY
 Do you have pleasant modulated tone of voice?
 Are you smart to choose your words?
 Do you show interest in your expressions?
Expressions

22. STEP #3: DEVELOP IMPRESSIVE
PERSONALITY
 Have an effort to improve memory?
 Are you observant?
 Are you attentive?
 Are you mature?
 Are you understanding/thoughtful?
Intelligence

23. STEP #3: DEVELOP IMPRESSIVE
PERSONALITY
 Are you cool?
 Is your temper under control?
 Are you discipline yourself?
 Do you avoid self-pity?
Emotions

24. STEP #3: DEVELOP IMPRESSIVE
PERSONALITY
 Do you read books/mags?
 Do you attend course?
 Do you have knowledge of music or science?
 Do you have a hobby?
Interests

25. STEP #3: DEVELOP IMPRESSIVE
PERSONALITY
 Are you sympathetic?
 Are you thoughtful?
 Do you talk less and listen more?
 Do you try to help others as far as you can?
Social adaptation

26. Verbal Impact
What you say
Vocal Impact
How you say
Visual Impact
How you look

27. STEP #4: I AGREE TO …
 Be enthusiastic
 Act in a positive and cheerful manner
 Do the best for our guests
 Make good first impression and memorable

28. Let’s discuss …
1. WHAT MAKES CUSTOMERS COMPLAIN?
2. WHAT ATTEMPT CAN YOU & YOUR DEPARTMENT DO TO
MEET STANDARD SERVICES?
3. IMAGINE WHAT CAN YOU DO TO MAKE YOUR GUESTS
HAPPIER AND SURPRISE WITH YOUR SERVICE?
Be everywhere, do everything, and
never fail to astonish the customer.
Macy's Motto