Problem Solving PROBLEM SOLVING ANH NGUYEN GOALS qHiểu được tầm quan trọng của giải quyết vấn đề qXác định và hiểu các bước cần thiết để có một qui trình giải quyết vấn đề thành công tại bộ phận của b[.]
PROBLEM SOLVING ANH NGUYEN GOALS qHiểu được tầm quan trọng của giải quyết vấn đề qXác định và hiểu các bước cần thiết để có một qui trình giải quyết vấn đề thành cơng tại bộ phận của bạn üVăn hóa dịch vụ üXác định vấn đề üPhục hồi dịch vụ üTheo dõi, đo lường và duy trì Hiểu các bước ếp theo và các cơng cụ hiện có để bắt đầu phát triển văn hóa Giải quyết vấn đề By the end of our call today, you will Understand the importance of Problem Resolutio Be able to define and understand the steps required for a successful Problem Proces And have a clear idea of the next steps and resources that are available to you to drive a culture of Resolution in your hotel n s n : ti There will be an opportunity for questions and answers at the end and the slides with more details on the resource will be sent to you after the sessio TẦM QUAN TRỌNG CỦA GIẢI QUYẾT VẤN ĐỀ We all work hard to create Guests Love However, we also know that things go wrong sometimes and guest complaints will happen This in itself is not a big issue if the complaints are handled properly Let’s have a look at the numbers Reviews tells us that in of our guests experience problems at our hotels and half of them don’t tell us about the problem Of the half that tell us, 80% are unhappy with the way we resolve the problems – that’s 10% of all our guests And remember, this excludes the other half of the guests who had problems but didn’t tell us about it – that’s 60% of guests who leave our hotels unhappy in total! But problems actually give us the opportunity to resolve them well so that they become more satisfied and loyal than guests without problems Instead, the key to driving Overall Experience is how well we resolve the problems that occur From Reviews, we found that a guest who had a problem that was not resolved well gives us an average Overall Experience low score In contrast, someone who had the problem resolved well scores us an average score or maybe higher That is better for sure! CÁC YẾU TỐ CỦA GIẢI QUYẾT VẤN ĐỀ Problem Resolution is made up of components: The foundation to good Problem Resolution is a GM led service culture in which colleagues feel empowered and trusted to deal with guest problems As hotel leaders, you contribute greatly to building this culture by leading by example and identifying to the team that you are focusing on problem resolution Problem identification: This involves inspiring the team to actively seeking guest feedback while the guest is still on property and maximizing existing opportunities for our guests to tell us what’s wrong Because only if the guest tells us about the problem can we make it better and currently half of our guests who have a problem not tell us Service recovery: This addresses how we make it right for the guest when they tell us something has gone wrong and involves empowering the team to own and resolve guest’s issues to the guest’s satisfaction Finally, we need to track, measure and sustain We need to track problems and resolution / follow up; analyze our findings to identify and fix recurring issues; measure our progress against our goal; and reward the right behaviors Let’s look at each of the components in more detail WHAT IS SERVICE CULTURE? EMPOWERMENT Is every colleague in your hotel comfortable asking guests about their stay and genuinely interested to find out and resolve guest issues to the guest’s satisfaction? In a hotel where there is a real culture of empowerment, colleagues at all levels genuinely want to know if a guest had issues so that they can fix the issue for the guest and they are constantly heard asking guests about their stay How often we see or experience someone asking how your stay was, only to respond with an awkward “I’m sorry” and a quick change of subject if you mentioned any problems? Many colleagues respond this way because they not know what the appropriate response is or not wish to take responsibility for another department’s errors They likely not know what they can to fix the issue, who to escalate the issue to, and most of all fear that they will be scolded by their superiors for taking time away from their day jobs to solve the issue or for compensating guests In other words, they are not feeling truly empowered to handle guest complaints on the spot Đội ngũ của bạn có thật sự thoải mái khi hỏi “Ngài có hài lịng với kì nghỉ của mình khơng?” ti ûSợ nghe câu trả lời ûKhơng muốn chịu trách nhiệm cho lỗi của bộ phận khác ûKhơng biết làm thế nào để khắc phục vấn đề ûKhơng biết báo cáo sự việc tới ai ûKhơng n rằng ban quản lí sẽ ủng hộ phương án của mình Khơng được trao quyền Bước 4: Loại bỏ rào cản • Dễ tiếp cận • Quyền • Khơng có hình phạt Qui trình hạ giá/ đền bù Staffing levels Rào cản giải vấn đề Tiếp cận ban quản lí • Tiếp cận ban quản lí • Khả báo cáo • Sự tin tưởng Quản lí thời gian • Khả dành thời gian để giải vấn đề ca làm việc • Lên kế hoạch trước cao điểm Chương trình ghi nhận • Ghi nhận nhân viên mang lại trải nghiệm tốt cho khách hàng • Ban quản lí dành thời gian tiếp xúc với khách hàng 13