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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.