BREAKFAST BUZZARD/LOBBY LIZARD - wlftp.com

1 BREAKFAST BUZZARD/LOBBY LIZARD . WHITE LODGING PROPRIETARY AND CONFIDENTIAL. White Lodging's BREAKFAST buzzard and lobby LIZARD expectations support our Hotel Mission, To be the cleanest and friendliest hotel . As well as our unwavering Commitment to High Performance. The lobby LIZARD and BREAKFAST buzzard program helps all elements of the Balanced Scorecard. Guest Satisfaction Scores rise because having a leader in the lobby at key times improves a guest's overall experience. Sales increase because happy guests return and they tell others about their experience. Sales also increase because a good lobby LIZARD or BREAKFAST buzzard can use their time in the lobby and BREAKFAST areas as a way to find new business, asking current guests who they work for and what brings them to the area. Profits increase because people will pay for quality. A great BB/LL will improve the feeling in the hotel and make it worth more to a paying customer. Finally, a great BB/LL will enhance Employee Engagement.

2 The energy that a BB/LL exudes is contagious. Associates love it when someone is there to help them keep the hotel humming along. An excellent BB/LL acts as a model of goodwill and guest service and can raise the performance of the entire team. WHITE LODGING PROPRIETARY AND CONFIDENTIAL 1. BREAKFAST buzzard / lobby LIZARD . Why do we have a BREAKFAST buzzard / lobby LIZARD Program? The Bubble Theory illustrates the primary reason for the program. The Bubble Theory illustrates the need for manager's to be pro-active. By following it, a leader can deal with situations before they become problems. The only way to do this is to be aware of the center of action and opportunities. The Bubble is the focal point of activity in your department. The challenge is to have a solid understanding of what time the greatest amount of activity or action will take place. You should then be available during that time to handle any issues or situations as they arise. For example, in F&B, in the morning before the restaurant is open, the bubble is in the back- of-the-house.

3 At that point, the greatest positive effect a leader can have on the day's sales and profits is by spending 75% of their time in the back-of-the-house ensuring that the proper quality and quantity of food is prepared. The other 25% of their time would be spent ensuring the set-up and preparation in the front of house. After opening the restaurant for the day, the leader's priority becomes guest satisfaction and the Bubble now switches from the back of the house to the front of the house. At that point, 25% of the manager's time is spent in the back-of-house following up on standards of preparation. The other 75% of your time is now spent in the front-of-house ensuring that guests have a positive experience. WHITE LODGING PROPRIETARY AND CONFIDENTIAL 2. BREAKFAST buzzard / lobby LIZARD . Your Bubble floats through the property depending on where your presence will have the most impact. In our Select Service hotels where the White Lodging Way has been implemented the calendars for success were set up to help you be where you're needed when you're needed there.

4 In our Full Service hotels it is the leader's responsibility to manage their time to be the most effective at enhancing results. Following your Bubble is the key to setting the standards, creating the energy, and delivering leadership where it's needed when it's needed. And that brings us to our first rule about BREAKFAST buzzard and lobby LIZARD shifts WHITE LODGING PROPRIETARY AND CONFIDENTIAL 3. BREAKFAST buzzard / lobby LIZARD . Rule #1: When you schedule them depends on when your Guests need you the most. For a hotel with guests who are early risers and out the door before 7 , it makes no sense to schedule a BREAKFAST buzzard from 7:30 to The BB must be scheduled earlier to have the greatest impact on the guest!! In another hotel with large group business, the BB/LL must be scheduled to match group patterns of arrival, departure, and meeting times. If a group has a late-night function and its first planned event of the following day is boarding a bus at 10 , having a BREAKFAST buzzard in at 7:00 makes no sense.

5 In this case, scheduling the BB for 8:30 ensures that someone is in the lobby as they gather for BREAKFAST and leave on the bus. The lobby LIZARD and BREAKFAST buzzard schedule should vary each week depending on business demands, occupancy, type of guests in hotel (business vs. social), and number of guests in each room. The BB/LL schedule form should be filled out and posted by Thursday of each week. The schedule should be changed as you become more aware of your in-house guests and when you will best serve them. WHITE LODGING PROPRIETARY AND CONFIDENTIAL 4. BREAKFAST buzzard / lobby LIZARD . BREAKFAST Buzzards and lobby Lizards must set the positive A+ tone in the hotel. BB and LL's must accomplish the Essence of their jobs which is to: provide energy, exhibit passion, perform excellent service, find new business, solve problems, and ensure quality. An effective BB/LL doesn't just say Good Morning. They say it with passion. They notice things about their guests.

6 They make their guests feel special. Good morning sunshine! to a child Good morning! You look great in that tie! . There you are! We've been waiting for you! I've got a table right over here.. Be careful out there. We want you back! . A lobby LIZARD doesn't just say Hi. They show that they're glad to see their guests arrive at the hotel. Welcome back! We missed you! . Did you solve the world's problems today? . Ready to take off the tie and relax a bit? . We really appreciate you being a member of our frequent guest program. Have you been able to reward yourself with a free vacation? . WHITE LODGING PROPRIETARY AND CONFIDENTIAL 5. BREAKFAST buzzard / lobby LIZARD . BB/LLs must have energy and they must show that energy through their body language, tone of voice, and words that they use. It's about connecting with people, not just being a body in the lobby ! It's about finding new business by talking with your current guests. What brings you to town?

7 What company are you with? . Do you get to town often? . How many days a week are you on the road? . It's about checking on guest satisfaction. How did you sleep last night? Did you like the mattress? . How has everyone been treating you here? . Your feedback is important. What would you like us to do better? . Was the water in your shower hot enough this morning? [wait for response] Is there anything you need fixed or taken care of in the room? . WHITE LODGING PROPRIETARY AND CONFIDENTIAL 6. BREAKFAST buzzard / lobby LIZARD . It's about solving problems. Any guest who isn't highly satisfied must receive the attention of the BB/LL. Providing great service doesn't always mean saying yes. Great service is the intangible it's how you make them feel. Respected Cared for Important Listened to Valuable Mistakes happen and you can't always honor every guest's request or make every guest's stay flawless. It's the feeling we give them when solving their problem that makes them walk away and say I didn't get what I wanted but I feel really good about this hotel.

8 I'll be back.. Did you use their name? Did you introduce yourself? Did you shake their hand, look them in the eye, and offer to help? Did you practice active listening by making eye contact, not getting distracted, by nodding or by making verbal affirmations? (oh; yes; I see; hmmm; ok). Did you display body language that shows you're connected to what they're saying or experiencing? (Close but not too close to them; standing straight; making eye contact; arms not crossed on your chest.). If you couldn't give them what they initially wanted, did you suggest alternatives? Were you knowledgeable of your hotel and the surrounding area? Did you use that knowledge to make their stay better? ( suggesting a dip in the pool after a hard day or reminding them that there's comfortable furniture on the patio or recommending a great out-of-the-way local restaurant that they wouldn't have discovered on their own. WHITE LODGING PROPRIETARY AND CONFIDENTIAL 7. BREAKFAST buzzard / lobby LIZARD .)

9 People want a lobby ambassador! Not just someone to open a door or pour coffee. They're starved for connection and as a BREAKFAST buzzard or lobby LIZARD you have the chance to connect them to your hotel, your staff, and the local area. And you have a chance to create life-long customers. BREAKFAST buzzard and lobby LIZARD Checklists must be completed for each shift. We know . checklists are about functions and we just talked about how important Essence is. But these checklists ensure that we haven't missed anything. Even an airline pilot with 30 years of flying experience uses a pre and post checklist on every flight. So let's use them but let's also remember that the passion and the energy you bring to your time in the lobby comes from you. So whatever you do, make your time in the lobby count! WHITE LODGING PROPRIETARY AND CONFIDENTIAL 8. BREAKFAST buzzard / lobby LIZARD . NOTES: _____. _____. _____. _____. _____. _____. _____. _____. _____. WHITE LODGING PROPRIETARY AND CONFIDENTIAL 9.

10 BREAKFAST buzzard / lobby LIZARD . This guide has been created by White Lodging Learning Services for exclusive use on properties owned or managed by White Lodging Services. If you have any questions, or would like to order additional copies, please contact: Learning Services Department White Lodging Services 701 E 83rd Ave. Merrillville, Indiana 46410. Phone: (219) 472-2900. WHITE LODGING PROPRIETARY AND CONFIDENTIAL 10. BREAKFAST buzzard / lobby LIZARD .