Hilton St Helens
Welcoming a Guest
Hilton St Helens
Welcoming a Guest
Trainer’s Notes:
•Introduce Name, Position Title
•Explain concept of Bite Size Training (if group have
not been through it before)
•Will take about 15 minutes
Why Welcome a Guest?
•You will know how to welcome a Guest
in line with the Hilton Brand Standards
•Our Guests are important for the
survival of the Hilton St Helens
•First Impressions Last, so, it’s important
to welcome the right way, the first
time…..
Why Welcome a Guest?
•You will know how to welcome a Guest
in line with the Hilton Brand Standards
•Our Guests are important for the
survival of the Hilton St Helens
•First Impressions Last, so, it’s important
to welcome the right way, the first
time…..
First Impressions
How long does it take to make
a first impression?
First Impressions
Q: How long does it take to make a first impression?
A: 3-5 seconds
Q: If you wanted to put a bad first impression right, how
long would that take?
A: It can take up to 10-15 times of meeting that person.
Q: Do we get the opportunity to do that with our guests?
A: No, once we lose them, there is a strong likelihood we
have lost them for good!
Fact
Word of Mouth
Facts - Word of Mouth
Trainer’s Notes
• People will tell 3 others of a good experience, but
11 of a bad experience! This is human nature!!
• People are more likely to believe people if they
have been through a real life experience, this is
much more powerful than advertising.
• So, we must try to make the experience a good
one for our guests!
You & Service
If you were a guest at this hotel, how
would you like to be welcomed?
You & Service
• If you were a guest at this hotel, how would you
like to be welcomed?
Trainer: You may want to say “Suppose you had
£300 for the night to spend here, now what would
you expect in a welcome?”
What makes an impressive
welcome?
•Good Eye Contact
•Smile
•Nod
•Lean In/Move Forward
•Upright Posture
•Relaxed Facial Expressions
•Positive Tone of Voice
Trainer’s Notes: To give the right impression, the Body
Language you should SHOW would be:
• Good Eye Contact. Ask why? (shows you are interested)
• Smile. Ask why? (shows you are friendly
/approachable)
• Nod. Ask why? (shows you understand)
• Lean In/Move Forward. Ask why? (shows your interest)
• Upright Posture. Ask why? (shows your confidence)
• Relaxed Facial Expressions. Ask why? (shows you are
calm and understanding)
• Positive Tone of Voice. Ask why? (shows you are
genuine/trustworthy)
Greetings
“Good Morning………”
“Good Afternoon……..”
“Good Evening……..”
Sir/Madam or use Name
when you know it.
Greetings
“Good Morning………”
“Good Afternoon……..”
“Good Evening……..”
Sir/Madam or use Name when you know it.
Trainer: Saying it in this ways shows
professionalism, practice how you would say it,
use the correct tone and speaking with confidence
shows you are a confident person.
Our Hilton Promise to the Guest
Hilton Time is
“To put back into life what it takes out”
How can you give a Guest Hilton Time?
Our Hilton Promise to the Guest
Hilton Time is
“To put back into life what it takes out”
Trainer: Ask “What does that mean to you?”
Encourage people to define it as a “smooth and
enjoyable journey for our guest once they are in the
hotel”
How can you give a Guest Hilton Time?
Trainer: Be knowledgeable about the hotel’s services,
facilities, of what they can do within a function,
directions, know who is dealing with the function, try
and understand the customer’s company and what type
of people you are going to be dealing with. Go out of
your way to pleasantly surprise them.
Brand Standards
At every opportunity use the guests name.
Brand Standards
At every opportunity use the guests name.
Trainer: Why do we have Brand Standards?
Ensures consistency, maintains standards, working for Hilton and this is a
brand with over 77 hotels in UK & Ireland - some of our guests do visit other
Hilton hotels!
Why do you think using the guests name is one of our Hilton’s
Brand Standards?
Makes the guest feel special, it is personalised, it shows you have made a
special effort.
In what ways can you find out what the name of the guest is?
Through you having a conversation with the guest, keycard, event
information, or simply asking. Once you know it, take the opportunities to
use - notice the reaction you get!