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Moment Of Truth: 1.03 Welcome Charter – Caring For Guests What The Guests ExpectTo be treated as an individual:- Staff to be welcoming- Staff to be available- Staff to listen and react- Staff to be considerate How To Satisfy – BehaviourallyMake eye contact, listen and smileAnticipate guest needs by being a proactive service providerAlways ask guest for his name as opposed to his / her room number.To be sensitive and proactive to our guests’ needs, fulfilling every detail of their serviceexpectationsAlways handle guest requirements and contact other departments or outside companieson guests’ behalf. No guest will be told to call another department.Be passionate about giving service How To Satisfy – OperationallyEmploy people that are positive, open and friendlyHave regularly assess Induction proceduresList, advertise, promote and regularly discuss the Service Standards.Assign a dedicated departmental mentor to all new staff during his/her trial period.Implement recorded staff appraisals prior to final employment and regularly thereafter.Allow all staff members the opportunity to participate in all relevant trainingprogrammes.Adapt manning guides to meet guest expectations.

Moment Of Truth:1.04 Welcome Charter – Professionalism What The Guests ExpectTo be treated in a friendly manner and have their privacy respected.To feel reassured by receiving efficient and reliable service. How To Satisfy – BehaviourallyAlways appear calm and collected.Know how to reassure guestsAnticipate guests’ needs and resolve their concerns.Respond quickly to all guests’ requests.Keep informed in order to keep the guests informedMake a positive contribution in order to ensure an overall friendly atmosphere in thehotel.Never blame / criticise fellow colleagues performance or hotel / management policies. How To Satisfy – Operationally Skills Training Provide and budget for a permanent departmental trainer in key guest contact areas. Regularly train supervisory levels in Leadership practises. Have all relevant information to hand and be able to offer alternatives Implement regular performance appraisals. Continuously check product and skills knowledge. Reward good behaviour and outstanding performances. All staff members to be given opportunity to participate in all relevant trainingprogramme. Regularly find out and share with colleagues ”best practises” from competitors.

Moment Of Truth: 1.05 Welcome Charter – GroomingWhat The Guests ExpectStaff appearance to reflect the image of the company, property and cultural heritage.How To Satisfy – BehaviourallyTake pride and care of your personal appearance, dress and personal grooming.Take pride in being recognised by wearing your uniform correctly and your name badgeon left-hand side above chest, while on duty.Always practise a strict personal hygiene.Make sure that your body language and genuine smile are the point of focusA neat appearance is essential:- Neat, conventional hairstyle- Tasteful, subtle make-up- Discreet jewellery- Shoes shined and in good repair- Clean clothes, freshly pressed and smart. How To Satisfy – Operationally Provide sufficient uniform par stocks and do not allow unfit items to be issued by laundryor uniform services. Implement flexible uniform issuing hours. Provide well equipped, well-ventilated, regularly inspected locker rooms. Provide lockers with “windows” at hanger level to facilitate control ( recommended ) Do not allow uniforms to be worn outside the hotel premises ( unless on hotel business )to reduce wear and tear. Grooming counselling to be organised on a regular basis through cosmetic suppliers. On site or arranged personnel rates with barber and hairdresser. Enforce daily controls by each department Supervisor / Manager