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Our “High-Tech, Low Touch” World

For the customer, you are the company. Attracting and keeping customers is a process that begins and ends with their employees. We must also factor in the impact that these choices have on the wearer as well. Pride in your appearance contributes to your sense of self-worth. Studies on the subject link clothing consciousness to higher self-esteem and job satisfaction. Accentuating your It is in your best interest to put effort into a “positive visual image.” We know we look appropriate and we know how to conduct our-selves in any business situation, we feel comfortable and empowered and can concentrate on the business at hand to achieve our goals.

Create: May 2, 2019 Edit: May 4, 2019 Hotel Management

Our “High-Tech, Low Touch” World

We live in a society that has been called “high tech, low touch.” Most communications are done through electronics and machines. Face to face encounters are usually brief and their effectiveness depends on how well and accurately we get our message across. We simply CANNOT afford to wait for a second positive impression. The hospitality industry is a “people business” and our encounters are brief. In the eyes of the customer, your personal appearance and the service you provide represents the image the client has of the company. How you dress and present yourself can affect your effectiveness, your profitability and , therefore, your career and the company’s success. The staff’s appearances and behavior that will encourage repeat business. The pubic buys “perceived value.” Hotel employees look trustworthy, efficient and impeccable, most guest assume that the property is equally trustworthy, efficient and impeccable, too.

Create: May 2, 2019 Edit: May 4, 2019 Hotel Management

First impressions: the arrival experience

Like it or not, most people judge us by what they see. In the first few seconds of meeting, they have assessed us and make a judgment—positive or negative—that is not easily changed. By the time we open our mouths to speak, our words will account for only a portion of a person's perception of us. The rest is based on our tone of voice and the way we look and move. We look for clues such as clothing choices, grooming and demeanor to tell us about their trustworthiness, credibility, effectiveness. Cleanliness, attention to detail and more. These clues are also a shortcut to evaluating a business establishment. By observing the appearance and body language of the personnel, a customer judges—again, positively or negatively—whether or not he or she want to do business there. Personal appearance, grooming, body language and the first words we say are tools we can use to influence the visual impact we make during our first moments with a new person. When we understand how much we influence other by our dress and appearance, we become much more careful in selecting what we were to face the world each day.

Create: May 2, 2019 Edit: May 4, 2019 Etiquettes

Bathroom basics

Along with the bedroom area, there are some simple bathroom housekeeping elements to always consider: Room is free of odor Floor, sink, shower and walls are spotless Lightbulbs all working (again) Ample space for toiletries Plenty of clean towels, bath tissue and toilet tissue.

Create: May 2, 2019 Edit: May 4, 2019 Housekeeping

Room basics

Here are some simple tips that can help make your staff (and rooms) shine: As we all know, a great overall experience goes well beyond the condition and cleanliness of the room, but there are some simple elements to which you must always attend: No scuff marks on the walls or baseboards All lightbulbs in working order (this is one of my pet peeves and happens a lot) Television channel card and remote present and/or easily found Alarm clock with the correct time displayed Alarm is off (admit it: you’ve been awakened at 5 a.m. too) Telephone instructions available and easy to find Closets neat and have a sufficient amount of hangers (eight or more) Ceiling is free of cobwebs and stains Underneath the bed(s) is free of dust and debris (guests sometimes place items here).

Create: May 2, 2019 Edit: May 3, 2019 Housekeeping

Guest Interaction Cycle - Leaving the Guest Room

After cleaning the guest room: Inform the guest that the room cleaning is finished “Mr/Mrs/Ms ________ your room has been serviced" Check for the guest satisfaction “Mr/Mrs/Ms _______ Everything is fine and comfortable in the room" Offer assistance in advance “Would you like me to call the restaurant reservation to book a table for you this evening?” If you are taking down a guest request, please ensure that they revert back to the guest with the confirmation. Leave the room quietly without disturbing the guest or making any noise. “Thank you very much Mr/Mrs/Ms _______ Have a wonderful evening”.

Create: May 1, 2019 Edit: May 2, 2019 Housekeeping

Guest Interaction Cycle - Entering the Guest Room -If there is no sign on the door –

Knock on the door three times using your index finger or ring the doorbell Announce your self “Housekeeping”, Wait 15 seconds for reply. If there is no answer knock again (the standard is to knock thrice before entering a guest room) If the guest opens the door, say “Good Evening” Mr/Mrs XXX. I am (Your Name) from Housekeeping Can I Turn your bed and change the towels, replenish the amenities If guest says no ask the guest what time will be convenient to service the room Offer additional service if guest is in the room During turndown: Run an aromatic bath Order beverage for the guest Order early morning beverage

Create: May 1, 2019 Edit: May 2, 2019 Housekeeping

Guest Interaction Cycle - Entering the Guest Room

What are the Golden Rules we must follow when entering a guest room to Service the room 1. Turn down service Approach the main door of the Room and observe the sign on the door If there is a “Do not disturb” sign on the door – Slip a “service” card under the door and make note to return later to check whether the card has been removed

Create: May 1, 2019 Edit: May 2, 2019 Housekeeping

ATTITUDE IS THE KEY TO SUCCESS

Our Attitude towards guests and colleagues influence our behavior We can not always show how we feel Our Attitude reflects the level of our job satisfaction It affects every one who comes in contact with us, either in person or on the telephone. Our Attitude is not fixed. The attitude we choose to display is up to us. It is not only reflected by our tone of voice, but also by the way we stand or sit, facial expression and other non-verbal ways.

Create: May 1, 2019 Edit: May 2, 2019 Hotel Management

Quality Service in Etiquette

Delivering quality service means creating a memorable experience for every guest Understanding and anticipating each guest’s wants and needs Meeting and exceeding every guest’s expectations Helping associates fulfill our guests’ wishes Delivering quality service is not part of our job - it is our job. If it weren’t for guests, we would not have a job in the hospitality industry

Create: May 1, 2019 Edit: May 2, 2019 Waiter

Radisson Hotels Group

Radisson Hospitality , Inc. trading as Radisson Hotel Group, is an American multi-national hospitality group. The company started as a division of Carlson Companies, which owned Radisson Hotels, Country Inns & Suites and other brands. In 1994, Carlson signed a franchise agreement with SAS International Hotels (SIH), which SIH started to use the brand Radisson SAS in the Europe, Middle East and Africa markets. In 2005, Carlson acquired 25% shares of SIH, at that time known as Rezidor SAS Hospitality. In 2010, Rezidor Hotel Group (former Rezidor SAS) became a subsidiary of Carlson. Since then, the enlarged hotel group had a new trading name Carlson Rezidor Hotel Group, which was one of the top hotel corporations in 2013. In 2016, Carlson Companies sold Carlson–Rezidor to Chinese conglomerate HNA Group. However, in 2018, HNA Group re-sold Carlson–Rezidor to Jin Jiang International Holdings. In the fourth quarter of 2017, Carlson Hotels, Inc., the holding company of the group, was renamed to Radisson Hospitality, Inc., while the listed subsidiary Rezidor Hotel Group AB, was renamed to Radisson Hospitality AB. As of 2019, Radisson Hotel Group owns or operates 7 hotel brands: Radisson, Radisson Blu, Radisson Collection, Radisson Red, Country Inn & Suites by Radisson, Park Inn by Radisson, [[Park Plaza Hotels & Resorts|Park Plaza]. The loyalty program was known as Radisson Rewards. CONTACT Radisson RadissonHotels RadissonHotelGroup.com

Create: May 1, 2019 Edit: Jan 12, 2020 International Hotel Chains

The Dedica Anthology

The Dedica Anthology is a brand in contemporary luxury hôtellerie, launched on 21 April 2018. The brand encompasses five 5-star hotel properties and four 4-star associate properties, located in Italy and across Europe. The properties, previously part of Boscolo Hotels, were acquired by US-based private equity group Värde Partners, in association with Deutsche Bank, in 2017. The brand is led by the hotelier Stephen Alden as CEO In 1978 the Boscolo Family opened its first Hotel in Sottomarina. During the following 40 years the business grew under the Boscolo Hotels brand and further openings and acquisition were made, including hotels in the main italian art cities (Rome, Florence, Milan), Nice, Lyon, Budapest and Prague. In 2017 nine of the hotels were acquired by Värde Partners. In 2018 five of the hotels were rebranded as The Dedica Anthology, with four initially becoming associate properties of the new brand It is a collective of places where people want to be – and return. It is a vibrant haven of world-class hospitality with a subtly Italian attitude – for the inspired and the inspiring. Underpinned by values of authenticity, curiosity and open-mindedness, The Dedica Anthology is a vibrant part of a city, an upbeat blend of details and rituals and a charming storyteller, powered by people with a mastery of hospitality and a human touch. It is the promise of curated, contemporary hôtellerie. CONTACT TheDedicaAnthology TheDedicaanthology DaHotels.com

Create: May 1, 2019 Edit: Jan 12, 2020 International Hotel Chains