Diamond Edge Service on the Rise
The most beautiful property is incomplete without great service to ensure every guest is happy… and
returns. This guest service program involves every employee in every department of the hotel.
This program focuses on energizing a culture that will strive to serve and delight your guests. Key learnings
include Best Practices for Guest Care and Complaint Resolution.
Why is focusing on guest service so important to your Hotel? Why does your Hotel invest this kind of time
and effort into Service on the Rise training?
All hotels have basically the same furniture and equipment, i.e. beds, tables, silverware, glassware, etc.
and those kinds of things can be copied—even technology can be copied. The one thing that can’t be
duplicated is the service.
And who delivers your Hotel’s service? Your Staff! — and Your Staff can’t be duplicated. Your Staff and the SERVICE they deliver are what will make a guest choose your Hotel over the competition again and again.
For your property, the issue is summarized by a revenue management term...
RevPAR. Revenue Per Available Room.
Simply stated, great service drives occupancy. It does so because the guest will always return to where they feel appreciated, valued and welcomed.
In addition, if you exceed your guest’s expectations, they will become an active advocate for the property.
They will recommend your property to business associates and friends, helping you to build occupancies
and revenues.
The program modules will concentrate on the following:
Module 1: Introduction
Key Learnings:
- Customers can make a property successful.
- Dissatisfied customers can damage the reputation of the hotel and cost future business.
A short interactive test reviews the material in this module
Module 2: Seeking Satisfaction
Key Learnings:
- Guests won’t always tell us when something is wrong.
- Regularly checking for satisfaction and resolving problems are necessary steps to make sure every guest leaves satisfied.
An interactive test reviews simple ways to ensure satisfaction.
Module 3: It Takes a Team
Key Learnings:
- Teamwork is necessary in a hotel to give a guest a good stay.
- The Daily Log is a key tool for teamwork.
An interactive test reviews sample Daily Log entries and quizzes participants on how those entries should be interpreted with a focus on guest satisfaction.
Module 4: Service on the Rise Behaviors
Key Learnings:
- The steps for making guests feel appreciated and attended to during their stay
A short quiz reviews proper execution of the steps
Module 5: Test
An interactive test that reviews the knowledge gained so far, and ensures that participants fully understand how to make sure every guest leaves satisfied.
Module 6: Remember to LAFF
Key Learnings:
- Handling complaints well increases revenue for the hotel – therefore, when guests complain they are doing us a favor by giving us a chance to fix thing
- The 4 steps to handling complaints, identified with a memorable acronym L-A-F-F
Module 7: Putting it all Together
Key Learnings:
- Every problem has a different solution.
- Using our chart is a useful way for determining what kind of problem the guest is experiencing.
- The solution has to satisfy the guest, even if that means giving the guest their money back.
The interactive test at the end of the module develops the participant’s instincts for finding a solution that will satisfy a guest while being financially responsible to the hotel.
Module 8: Let’s Review
Another module filled with interactive tests designed to make sure that the participant is able to demonstrate the knowledge that they have gained so far
Final Exam
- A score of 90% must be achieved to graduate.
- The participant will be able to redo the program and retake the exam.
- A graduation certificate will be issued with the successful completion of the program.