Service Culture Foundational Concepts

Review what are highly effective and effective behaviors. Shared them with your associates. Post them in your areas.

The given correct answer for this question is "Intent vs. Impact, Impact vs. Intent, intent vs impact, impact vs intent, intent and impact, impact and intent, intent impact". This answer is correct because it accurately reflects the two concepts being compared in the statement: intent and impact. The statement suggests that communication can be misinterpreted, with what is intended to be communicated differing from the actual impact it has on the receiver. Therefore, "Intent vs. Impact" is the most appropriate and concise way to describe this comparison.

The tag line currently being used as part of the advertising campaign for Sheraton hotels is "Meet You There." This tag line suggests that Sheraton hotels are a place where people can come together and connect with one another. The phrase implies a sense of hospitality and welcoming atmosphere, inviting guests to meet and socialize at Sheraton hotels. The mention of "Rediscover Sheraton" indicates that this was the tag line used in a previous advertising campaign for the hotel chain.

Through the Human Truths we can deliver on our core values. If we focus on bringing the Human Truths to life, for guests and associates, we will deliver on our promise (core values) and brand positioning (Life is Better When Shared).

Take time everyday to make more deposits than withdrawals. Thank your associates and fellow supervisors/managers. Show them how much they contribute to your success and that of the hotel.

Emotional Intelligence (EQ) refers to the ability to understand and manage our own emotions as well as recognize and empathize with the emotions of others. It involves being aware of our emotions, understanding why we feel a certain way, and being able to regulate our emotions effectively. EQ also includes the skill of using emotions wisely, which means being able to use emotions to guide our thoughts and actions in a positive and productive manner. Therefore, the given answer is Emotional Intelligence (EQ) because it encompasses the ability to understand and use the power of emotions wisely.

The guest profile was refines in 2011. Our Life Enthusiast is not known as the Social Traveler. Go ahead... engage them in conversation. They want to find stories to learn, share and tell. Pay attention to the dues they give, which can help you guide the interactions.

Service recovery refers to the process of addressing and resolving a problem or issue that a guest encounters as a result of the property's product or service. It involves actively responding to guest feedback and taking appropriate actions to regain their trust and loyalty. This could include offering compensation, providing a solution to the problem, or taking steps to prevent similar issues in the future. By effectively handling service recovery, the property can turn a negative experience into a positive one and maintain a strong relationship with the guest.

Needs, wants, expectations and emotions vary from person to person and from trip to trip. Flex adapt based on the guest. Do not assume that they will always need, want and expect the same things.

The Sheraton Signature Language refers to the specific way of communicating and expressing oneself that is unique to the Sheraton brand. It emphasizes the importance of words, tone of voice, body language, and unspoken signals in connecting with others and conveying the positioning and core values of Sheraton to guests and associates. It highlights the significance of understanding the impact our communication can have on others and encourages the use of meaningful questions to enhance communication and provide excellent Sheraton Signature Service.

Successful brands world towards building long term loyalty through emotional connections. Loyalty Beyond Reason.

Watch the what is a brand video as a refresher: http://www.starwoodassetlibrary.com/search/view?asset_id=41504

Meeting the guests needs is the foundation. Exceeding them is the goal. Our behaviors, combined with planning and being proactive can lead us to exceeding their expectations.

When giving feedback, be specific regarding what the person did well or needs to improve. Give a better option when discussing improvement feedback. Remember: praise in public, but correct in private.

Listening generously refers to actively and attentively listening to others with an open mind and heart. By doing so, we are able to understand and empathize with their perspectives, emotions, and needs. This enables effective communication, building trust, and fostering meaningful connections. In the context of the given statement, listening generously can help us accomplish tasks by promoting clearer understanding, collaboration, and problem-solving. It allows us to gather valuable information, consider different viewpoints, and make informed decisions.

The given correct answer, "Solutions that Connect," is the most appropriate explanation for the steps mentioned in the Service Recovery mode. The steps mentioned in the question focus on resolving issues and providing solutions that connect with the customer's emotions and needs. By listening generously, recognizing emotions, apologizing, resolving the problem, adding a thoughtful gesture, thanking the guest, and offering further assistance, the service provider aims to connect with the customer on an emotional level and provide effective solutions that address their concerns. This approach helps in building a strong customer relationship and ensuring customer satisfaction.

People want to come together and connect. When they do, they are more productive and happier.



Our brand positioning is at the center of all Sheraton initiatives. From the locations selected to build hotels, to the guest areas in place (like Link at Sheraton and Club Lounge), the collateral we produce, marketing, and associate/guest interactions.

Watch the 2011 Sheraton Brand Film

Associates are eager to learn and do a great job; they want to take care of others. We then, provide them with the tools and resources, plus create a work environment that allows them to excel. In turn, they will take care of guest in a manner that is more special, better and different, resulting in a guest who is not only satisfied, but becomes loyal, returning again, and again, while telling friends, family and colleagues about our hotels.

Meaningful questions can be used to demonstrate genuine care for others and gather information to fulfill their needs. By asking open-ended or closed-ended questions, we can show empathy and generosity of spirit towards others, creating a meaningful connection and understanding their perspective. Meaningful questions allow us to delve deeper into their thoughts and feelings, enabling us to provide better support and assistance.

Do not shy away from those difficult interactions with those you are not as comfortable. Keep practicing; you will build your comfort when dealing with them, which in turn will build your confidence.

It is not enough to like people, we care for them. We look forward to take care of our guests, and we do it in a manner that exudes warmth, desire and positivism.

Many times we think that we resolved the issue. The problem is that it wasn't resolved to the satisfaction of the guest. Listen to what the guest needs, wants. Look for cues, offer alternatives and allow the guests some control.

You style is not all you are. But knowing the behaviors you tend to demonstrate and others observe, can assist you in making the necessary changes to change and grow.

What are you doing to reduce the guest dissatifiers in your work area? In the hotel?

When our guests describe their experience using words that represent our core values, like friendly, warm, welcoming, great conversation, belong, etc.) we are then delivering on our promise.

I know. We don't like to judge people. But knowing why we have the opinions we have and actually do something to pay attention to them and control them, can allow for better and more meaningful interactions.

When we lack comfort and confidence, we are off-brand. We need to build that comfort in order to build our confidence.

Even though it may not be our fault, we want to help. In many situations, the guest expects us to help.

Empathy is not about you, which is why saying I understand is not empathy. Showing you care and want to help is what empathy is all about.

Learn the benefits SPG members receive, so you can deliver on those every time they come.

Watch the SPG Video. Complete the SPG Introduction class available in the Development Center.

Take a look at your work area. What is it communicating to you through the senses? What about the processes you have in place? Are you easy to do business with, or do they have to jump through hoops to get things? Finally, how are you interacting with guests and associates? Are you being transactional or memorable?

Print the emotional grid and place it in your department. Discuss it with your associates.