Service Aptitude is The guest experience is the overall impression and emotional response a guest has during their interaction with a place, service, or brand, shaped by atmosphere, hospitality, and service quality.
How Does It Look in a World-Class Organization?
The difference between a normal organization and a world-class organization in terms of guest experience is that the members of the latter will do everything within their power to delight guests, exceed their expectations, and seize every opportunity—directly or indirectly—to create a positive and memorable experience for them.
For us, in other words, it means putting Guruji’s love into action, because our service is Love in Action.
WHERE ARE YOU TODAY?
WHAT DOES IT MEAN TO EXCEED EXPECTATIONS?
“If I had asked people what they wanted they would have said a faster horse.”
– Henry Ford
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To exceed people’s needs, one must first understand them and then provide a solution before it is even requested.
The way we want to achieve this is through our Pillars that Support the Service Action Statement:
THE 4 PILLARS
HOW TO BECOME A WORLD CLASS ORGANIZATION ON GUEST EXPERIENCE?
The way to achieve a world-class guest experience is by defining our Service Action Statement, which every devotee should know. It represents “The What”—what we are striving to achieve in each interaction.
Our Service Action Statement
CREATING POSITIVE, MEMORABLE EXPERIENCES THROUGH LOVE IN ACTION.
The way we want to achieve this is through our Pillars that Support the Service Action Statement:
THE 4 PILLARS
Be Happy
Be Kind
Be Helpful
Go Beyond: Go the extra mile to “WOW” them
The framework of “Never & Always” is a set of principles we all agree to uphold and respect, and can be updated when the organization awareness on people’s needs mature.
Always
Own problems, find solutions
Make it right, apologize
Be neat, polished, and on time
Use the guest’s name 2-4 times
Guide guests with “I will show you”
Say, “Let me find out for you.”
Thank guests and invite them back
Request feedback to improve
Leave it better than you found it
Use 5 E’s: Eye Contact/Ear-to-Ear Smile/ Enthusiastic Greeting/Engage/Educate
Nevers
Leave issues unresolved
Argue, blame, or dismiss concerns
Be messy, stressed, or late
Ignore a guest, frown, or rush
Just point or say “It’s over there”
Say, “I don’t know.”
Let a guest go unacknowledged
Take feedback personally
Allow trash or dishes to remain
Complain, gossip, correct harshly, show anger or frustration
