Standard of the Weeks : Smile & Greet

Smile & Greet

S.T.A.R. Guest Services Standard

Standard of the Week

S1 – Offer a genuine smile to each and every guest and fellow associate. Show that Starwood is a warm and caring hotel group, and that we are happy they are here at Starwood.

Smile & Greet:
Key essentials to our Warm Sheraton Service Culture

S2 – Show you care by making eye contact with guests and fellow associates. Eye contact shows you are interested in the other person, and are ready and willing to assist.

STAR Story

S2 - Delivering emotional energy to the eyes

( Peter McAlpine - Creating Truly Memorable Experiences (Article))

“The story is about an old man who stood on a Virginia river bank many years ago. He was waiting to cross the river and, since it was bitterly cold and there were no bridges, he would have to "catch a ride" to the other side.

After a lengthy wait he spotted a group of horsemen approaching. He let the first one pass, then the second, third, fourth, and fifth. One rider remained. As he drew abreast, the old man looked him in the eye and said, "Sir, would you give me a ride across the river?"

The rider immediately replied, "Certainly." Once across the river, the old man slid to the ground. "Sir," the rider said before leaving. "I could not help but notice that you permitted all the other men to pass without asking for a ride. Then, when I drew abreast, you immediately asked me to carry you across. I am curious as to why you didn't ask them and you did ask me."

The old man quietly responded, "I looked into their eyes and could see no love and knew in my own heart it would be useless to ask for a ride.

But, when I looked into your eyes, I saw compassion, love and the willingness to help. I knew you would be glad to give me a ride across the river."

The rider was touched. "I'm grateful for what you are saying," he said.
"I appreciate it very much." With that, he turned and rode off.”

Motto:

“Our eyes are the windows of our hearts.”

Questions:

1) If you had been the last rider, would the old man have asked you for a ride?

2) Are we delivering the spirit of our service qualities of love, care, warmth, empathy and emotional energy to our guests from the eyes?

- Speak from your eyes, Smile from your heart -

(Posted by Jitsak Lim-Pakornkul)