Professionals from SKYCITY Darwin discuss the secrets of running a five star international hotel. Viewers find out that good quality service begins at the first contact, that positive body language is important, complaints should be handled effectively, and engagement should be active. Giving employees praise and responsibility can improve job satisfaction and this turns into higher customer satisfaction. The program visits a kitchen to look for different ways to meet customer expectations while the staff and chef stay motivated and efficient. Human resources are discussed with their involvement in the diversity of the staff. A worksheet can be viewed online and is included with the program. (17 minutes)
Segments in this video include:
Stellar Customer Service (04:33) The first point of contact is where good customer service states. Employees need to have active engagement, positive body language, and handle complaints efficiently and effectively.
Leadership Excellence (02:22) The leadership in hospitality must understand what motivates people. It involves inspiring other people and creating a vision and helping others take part in that vision.
Kitchen Mastery (04:13) The kitchen of the hotel is visited and ways to meet customer expectations are discussed while keeping the staff focused and motivated.
Managing a Diverse Workforce (03:20) Human resources is involved with workforce management. They deal with duties, establishing positions, work orientations, development and training, transfers and promotions, licensing, and roles in the company.
Conclusion (01:39) The hospitality industry is demanding but it has many rewards. Every day is different in the industry, and the work is quite exciting and fun.