Hospitality TRIFECTA

3 S’s - Standard, Service, Safety

? Standard: Set clear expectations for quality in all services. ? Service: Consistently provide excellent service to meet customer needs. ? Safety: Ensure the environment is secure for both employees and guests. ? Extra: Training people for these 3 aspects is critical for customer experience and operational excellence.

CGP - Constant, Gentle, Pressure

Constant: Consistent effort toward achieving goals. Gentle: Approach challenges with a calm, respectful demeanor. Pressure: Apply the necessary pressure to maintain high standards.

?Extra: This model keeps the balance of maintaining high standards with gentleness.

Customer Wants: Product, Timeliness, Kindness

? Product: Defect-free product or service. ? Timeliness: Ensure timely delivery of services and products. ? Kindness: Be nice, empathetic, and approachable. ? Extra:Horst Schulze emphasized that customers expect a combination of product quality, timeliness, and kindness from businesses.

Customer Service Is Everyone's Job

Offering a Great Welcome: A warm greeting sets the tone for the guest's experience. Complying with Customer Wishes: Be attentive and responsive to guest requests. Saying Goodbye: Leaving a lasting positive impression with a proper farewell. Extra: Service excellence is not just one department's responsibility; it's everyone's role in the organization.

ASK - Attitude, Skills, Knowledge

? Attitude: Maintain a positive, solution-focused mindset. ? Skills: Develop the necessary skills for your role and industry. ? Knowledge: Stay informed about products, services, and customer needs. ? Extra: These core elements are essential for providing high-quality customer service and ensuring employees perform at their best.

How to Lose Your Customer

Cutting Back on Your Brand Promise: Reducing the quality or value of what you offer. Getting Careless: Failing to uphold standards and consistency. Becoming Arrogant: Ignoring customer feedback and becoming complacent. Extra: Losing customers can happen quickly when these factors are not managed well. Businesses must be proactive in preventing such behaviors.

Types of Customers

? Satisfied: Customers who are happy with the experience but may not be loyal. ? Dissatisfied: Customers who are unhappy with the service and may leave. ? Loyal: Customers who repeatedly return due to positive past experiences. ? Extra: Understanding the different types of customers helps businesses tailor their services and focus on building loyalty.

What Makes a Well-Oiled Organization

? Good Equipment: High-quality tools and technology for smooth operations. ? Good Material: Use of the right resources to deliver quality products/services. ? Good Employees: Skilled and motivated employees driving the organization forward. ? Extra: A well-oiled organization thrives on the synergy between good equipment, materials, and employees.

How to Measure Success as a Leader

? Customer Satisfaction/Loyalty: Ensure repeat business by meeting or exceeding expectations. ? Employee Satisfaction: Create a positive work environment and engage employees. ? Leading Indicators: Track metrics that predict future performance and outcomes. ? Extra: As a leader, measuring success requires a balanced approach that includes both customer and employee metrics.