Final Blog - Course Evaluation Exercise

Course Evaluation Exercise

Part One

The assignment that had the greatest impact on me was definitely the Cultural Awareness Assignment.  I chose this assignment not only because it was a large part of our lives for awhile but also because before having that assignment I never would have taken into consideration how much we have to adapt to peoples needs to make a good impression.  I learned that the amount of preparation before meeting a person would, or should, far out way the actual time spent with that person.

I could apply this to a career in tourism because this doesn’t just apply to having business meetings with people from foreign countries but also could apply to people in our own countries.  We all come from various diverse cultures and were all raised differently therefore our expectations for customer service and behavior in general can be extremely different.  In any situation you should be aware of who you are with and be sensitive to their culture or mindset.

Part Two

The part of the self-evaluation where it says “I genuinely enjoy working with and for other people” is definitely where I have improved upon the most.  Before I looked at my job as more of a speed bump in my life but now I look at it in a more positive light.  Of course there are still bad days but I can honestly say since I’ve started this course I find myself laughing more with guests at work and enjoying the smiles I put on people’s faces.

I definitely could improve on looking for ways to anticipate my customer’s needs.  I tend to have tunnel vision when I’m in a hurry or if work is busy, therefore I don’t always see what they need or read the guest properly.  I have improved on this a bit but I’d like to find a way to ignore some of the other pressing issues that are going on outside of helping that guest.

As a customer I feel more understanding if things go wrong but at the same time if I get treated inappropriately or if something is just not acceptable I will be more tentative to that issue now than I was before.  As well I will more likely tell someone of that issue than I would have before.

Everything you do in life involves some form of a positive attitude.  This is especially true in terms of people’s careers.  No matter what career you have you need to have a positive attitude, if not, you won’t go very far.  A career in tourism is pretty much based on how you present yourself because more often than not first impressions could make or break the business.  I’m not sure exactly what I plan to go into but event managing is definitely one of my priorities and to have a positive attitude with customers would be integral in making that event something spectacular, just like they’ve dreamed of.

Midterm Assessment

Danielle Gagnon

Mrs. Slater

Customer Service

29 October 2010

Midterm Assessment

My friends and I were shopping for friendship bracelets last year.  We went to one store and we couldn’t find anything so we decided to go to one next to it.  We all walked through the door and not enough ten seconds inside of the store we heard, “you need to leave.  If you’re getting a drink get it and go.”  When we went back to the assistant manager she said they have the right to tell people to leave since they are a private property.  Needless to say I’ve never been back there and don’t plan on it.

The only possible service culture this business had was being a freezer.  There’s no better way to make someone never want to come back than to tell them to leave right after they entered the store.  They may have had job knowledge but they didn’t give us the opportunity to see that and they definitely did not have the proper customer service personality.

As well when we spoke to the assistant manager later she showed no concern for our situation.  She froze us out by having no personality and because it was clear that their business did not value their customers or believe in the adage that the customer is always right or comes first.

The second law of service states that “first impressions are the most important ones”.  This applied because their first impression made me not want to go back and I have not gone into another store of the same name since. 

They lost a potentially valuable customer and once I have a steady career and more disposable income I’ll still remember how they treated me and my friends.  That day they lost five customers and thus those five customers lifetime value not to mention the impressions that we gave our friends and family when we told them what happened.

They had no courtesy or empathy at all.  The employee we dealt with did not attend to our needs and had no manners at all.  If they really had an issue with us being in their store, no matter how illegitimate the reason may have been, they could have at least said please and they didn’t even do that.

When we went back to the store to speak with the assistant manager she had no empathy for what happened and didn’t even apologize.  She didn’t put herself in our shoes or attempt to make up for the poor service we received before.

In the first instance where we were told to leave it’s clear that the use of tactful language was not prevalent or effective at all.  In the second instance where we spoke to the assistant manager her language was less abrupt but still wasn’t what we should have heard.  She should have apologized and explained that there was a policy but should have said that she will discuss with her employees on how to properly put that policy into affect.

What the employee could have done would have simply been to ask us what we were looking for and remove all of their skepticism immediately.  The use of any attempt to receive feedback would have been much easier.

With the assistant manager she had us telling her exactly what went wrong and chose to do nothing about it.  Our feedback could have definitely improved their service and how their employees treat their customers or potential customers in our case.  They could have used what we said and trained their employees on the proper policies and the proper procedures of those policies and how to communicate with tactful language.

Serving Customers with Disabilities

What did the Embassy Suites Resort in Lake Buena Vista do to comply with the ADA?

1. List at least six things in the public areas.

-they put in lighted strips on stairs

-there are less inclined ramps to make it easier for guests with crutches and walkers

-vending machines are at an accessible height

-the gift shop is designed with t-shaped corners so it makes access with a wheelchair easier

-they have contrasting colours from the walls to the doors so that people with a visual impairment can find doorways and exits easier

-elevators have slower timers so that people don’t have to rush getting into the elevator

2. List at least eight things in the guestrooms.

-showers that have no lip at the bottom so people with wheelchairs or walkers can take them in the shower with them

-alarm clocks with larger numbers and with a voice feature

-they have emergency horns and flashing lights to alert guests with a visual or hearing impairment that there is an emergency

-padded pipes so that guests don’t burn themselves

-a vibrating alarm clock in the bed to wake guests up that may be hearing impaired in case of an emergency

-they have lower pedestal beds that are easier to get on rather than the usual large king sized beds

-light switches, towels and kitchen amenities are all placed at lower heights so that guests in wheelchairs can reach them

-grab bars are also in special locations in the bathroom to assist guests if they should need them

       What two pieces of equipment is available for use by guests with disabilities? 

A TDD or TTY is available for guests with a hearing impairment so that they can type their phone messages and read the responses.  Another piece of equipment would be an alarm clock that displays the numbers in large font and has a feature that will read the time to you if you press a button.  Another feature would be closed captioned television systems that have subtitles on the channels so that guests can read what’s happening while they watch.

       What special training did the staff in each department complete? Indicate at least seven specific things.

They were shown how to count money in different denominations and place them separately so the guest can file them correctly.  They were taught not to insist on helping people with disabilities but to ask if they would like your assistance.  They were taught that people with wheelchairs consider their wheelchair their own person space and touching their wheelchair or standing too close can make them feel uncomfortable.

The staff went through how it would be like to have to access things in a wheelchair or what it was like to be visually impaired by wearing glasses that block out light.  The housekeeping department was trained to make sure that they leave everything exactly where they found it so that guests can find it easily later.  They were also taught how to properly give directions if the person they were assisting were visually impaired.  Employees in food and beverage were taught how to correctly indicate to a person with a visual impairment where the salt and pepper is, for example

      Indicate two trends in hotels that may cause accessibility issues for a person with a disability. Be specific about the barrier created.

One would be when they put large furniture in a room.  This would make it difficult for a guest with a disability to maneuver around their room and if the guest were in a wheelchair than a king sized bed might be completely impossible for them to access and would limit their independence.

Another would be when people are trying to create a certain ambience in a lounge or other intimate setting by dimming the lights.  This could make it difficult for a visually impaired person to read the menu or find their seat or for a person with a hearing impairment to sign to an interpreter.

Question Three Response

One situation that I found difficult was when I was working this past weekend actually.  There was a lady who didn’t speak English very well and I managed to find her the right product but when she was asking about buying fish I found it very difficult to explain to her why she shouldn’t get that type of fish because more often than not they will die or be a nuisance.

In the end I gave her the fish but it was very frustrating because I knew she wasn’t aware of what she was getting herself involved in.  What I should have done was show her other fish and get her attention off those specific ones.

What I could have used from the film in this situation was definitely to be confident in what I was saying.  I tried to be confident in what I was explaining to her but I don’t think she understood what the fish were going to be like in her tank and how much maintenance they would be.

I should have adjusted my tone of voice to be more understanding and enthusiastic but confident.  It was probably too firm at times and not firm enough at others and the customer was just adamant at getting things done their way.

Also I used jargon a bit when I explained that the fish were livebearers.  I should have said that they have live babies every couple of weeks and could have up to forty babies at a time.

My tone of voice probably should have been more upbeat and enthusiastic as it is an interesting time when buying a pet but you have to find the right pet for you.

What should have happened is I should have told her in confidence why the fish would not be great in her tank and then go to show her other fish that would be better without referring to any jargon or if I have to explain it thoroughly.  I should also keep my tone of voice and body language in mind because I don’t want to send them the wrong message and in the end the customer needs to leave happy and have fish that will be around for a long time and that aren’t a nuisance.

Front Office: Exceeding Guest Expectations

1.            List five positive guest contact techniques.

-       Professional Appearance.

-       Consistent eye contact.

-       Friendliness.

-       Show courtesy.

-       Empathy: treat guests as individuals and understand their needs.

2.            List the three steps involved in anticipating guests' needs.

-       Read the Guest: fast or slow service?

-       Determine What Needs the Guest Has – pool, lounge, wake up calls.

-       Meet the Need Before the Guest Asks.

3.            To anticipate a guest's needs you must be able to "read" the guest.  What behaviours should you look for in reading guests? (list at least 3)

-       Hurried gestures, room accommodations, wake up calls, mannerisms, questions they ask and tone of voice.

4.            When serving seniors, it is best to speak distinctly and clearly.

5.            Guests from another country should be referred to by their nationality or as an international traveller.  Speak slowly and clearly and don’t use first names when assisting a guest from another country that may speak some English.

6.            What adjustments should you make when communicating with a deaf guest? (list at least 4 points)

-       Speak clearly, slow (but not too slow) and expressively.

-       Address the person with the disability not the interpreter.

-       Get their attention by raising your hands or taping them on the shoulder lightly.

-       When there isn’t an interpreter use pen and paper.

7.            Give an example of the directions you would give to a blind person, when directing them to the elevators. (make up the directions and be specific)

-       You would say something like continue straight for about 10 feet and turn left.  They will be right there and the button should be along the wall in front of you.

8.            What is the correct procedure for giving change to a blind guest?

-       Separate money into denominations and count them out into their hand or on the counter.  If you count them out on the country be sure to tell them where there located in reference to their right hand for example.

9.            What is the best way to address a guest with a disability when you feel they may require assistance?

-       Ask them if they want help.

Extra Questions

10.         Give an example of how a restaurant server would familiarize a blind guest with the items on the table. (e.g. where the salt and pepper are etc.)

-       They could either tell them that it’s at 1:00 to your right or that it’s right in front of your right hand.

11.         How would you assist a blind person when climbing stairs?

-       Let them take your hand and start at the bottom and walk up the stairs a half step faster than them.

Serving Customers with Disabilities

One tip that I would give my staff if they were assisting someone with a disability would be to let them talk for themselves.  When I’m being picky about what to eat and my mom makes suggestions for me and talks for me it drives me crazy so I can definitely relate to that.  If they want help they are not afraid to ask for it because chances are they have to many times a week.

Try to visualize yourself in their situation.  They have lived with their disability and become accustomed to it and have worked hard at getting routine tasks down pat.  They see themselves as being like everybody else because it’s what they are used to therefore you should see them as being just like you - independent.

Don’t categorize them and make them do something they don’t want to do.  It’s fine to have a section available for them if they need it such as an area that can comfortably seat a wheelchair but if they don’t want to sit at the front where it may be easier for them, don’t force them to just give them the option.

It is extremely important to not draw attention to their disability.  If you had acne you wouldn’t want anybody staring at that, so don’t stare at them because it’s just the polite thing to do.

When dealing with a guest that is deaf offering pen and paper may help if they want it but don’t yell at them and don’t over accentuate your words.  If they can read your lips you should talk normally but not too fast so that they can process what you’re trying to say.

Measuring Customer Satisfaction Internally

Although at times it is busy it may be more difficult to do this but the host/ess at Moxie’s could pay attention to what some of the customers were eating and ask them specific questions pertaining to that food choice such as “I saw you had the special tonight.  Was the steak cooked well today?”  They could also ask things such as, “what did you like about the service today?” so that they don’t receive a yes or no answer.  They could also ask “did you enjoy the music?”, “how did you like our new menu choices?” or even “how did you hear about us?”

The bell porter at the Fairmont could ask when a guest is leaving “how was your stay?  Did you have a chance to watch one of our pay per view movies available?”  They could also ask them if they had a chance to use the facilities they offer such as a fitness room or restaurant.  From there they could ask them even more questions such as “did you ask the fitness trainer for assistance?” or “was the meal to your expectations?”

The interpretive guide at the Leo Mal Sculpture Garden could ask questions upon arrival such as “was there anything specific you wanted to see today?” which they could then direct them to so that they get the chance to see it if they have time restraints.  They could also ask guests that are from out of town where they’re from and direct them maybe to sculptures from artists from their country or area of origin.  They could also ask them what type of sculptures they like (i.e.: modern, classical or abstract) and direct them to those areas or a couple of different sculptures that may intrigue them.

It is integral to any business that customers are satisfied and we can control their satisfaction almost a hundred percent of the time.  That’s why asking questions such as those will help them improve on their services.