Holiday Inn Brands Service Behavior Flashcards
(17 cards)
Holiday Inn Brand Promise is known as:
a. At Your Side Service
b. Enabling Genuine Human Connections
c. Stay Real Service
b) Enabling Genuine Human Connections
True or False, Holiday Inn Brand has 4 Service Behaviors
a) True
b) False
b) False
Holiday Inn Service Style is called:
a) Making Guest Smile
b) Global Etiquette
c) Striving for Excellence
a) Making Guest Smile
Name one of Holiday Inn Service Behaviors
a) Perform with Flair
b) Create Moments of Delight
c) True Attitude
b) Create Moments of Delight
What is a hallmark of Holiday inn?
a) Concierge Service
b) Kids Stay & Eat Free
c) Turn down Service
b) Kids Stay & Eat Free
Name the 3 Service Behaviors for Holiday Inn?
Put Guest at ease, Make genuine connections, Create Moments of Delight.
What is Holiday Inn’s Service Signature?
Holiday inn Smile, personal to each colleague, yet recognized around the world.
List all three Holiday Inn Service Behaviors
1) Put Guest at ease
2) Make genuine Connections
3) Create moments of delight
What does it mean to put guest at ease?
You help guest feel comfortable and looked after, making sure they’re always welcome and cared for.
- Give an example of putting guest at ease?
Smile and genuinely greet the guests when you see them, Use the guest name, Offer help to the guest, with luggage, securing transportation etc.
- Explain Making Genuine Connections?
Be proactive and personable, show positive energy, build rapport with the guest by learning one personal thing about each guest, i.e what are their interests, what bring them to the hotel, where they are from.
- How can you create moments of delight?
It’s the thoughtful and kind things you do that make a big impact and bring a smile to their face. Take not of guest preference and ensure we deliver on it. Look for opportunity to do something special
Mr. & Mrs. Brown entered the restaurant with their 6 years old Tommy to have breakfast, they are not sure what to order from the menu. What do you recommend and inform them of?
Smile and genuinely greet guests when you see them. Let the guests know that at the Holiday Inn kids stay and eat free. Tell them some of the kids favorite on the menu. Draw Tommy a signature smile on the napkin and let them know you are happy to assist.
You notice a young child playing on the pool deck by themselves, what do you do?
Politely greet the child and ask him or her name? Ensure the child is safe and contact the parents to retrieve the child.
Demonstrate an example to put guest at ease?
- Smile and genuinely greet guests when you see them.
- Engage with guests in a proactive and helpful manner. For example, assist guests with securing transportation as they leave the property.
- Offer guests help with their luggage as they make their way through the lobby
- Create a moment of delight for a Guest?
A regular business traveler orders a croissant and coffee every morning at the same time. You have his order ready for him when he arrives.
• A family with young children has requested extra towels. You deliver the towels with a specially folded towel animal for the children to enjoy.
• Leave a handwritten “congratulations” card in the room of a couple that is celebrating a wedding anniversary
- Give Examples of using the Signature Smile?
- At check-in, in the room, in the restaurant, and at check-out, you can draw a smile and write your name.
- You pause, look up, and smile at guests whenever you see them.
- In the restaurant, colleagues can draw a smile on the napkin or on a coaster.
- Housekeeping colleagues can leave a hand-drawn smile with their name on the notepad by the bed.
- At check-out, colleagues can leave a personalized smile on the folio folder (if used) and, if time permits, leave a personalized message.
