Customer service used to be a hotline for complaints. It used to be a reception desk for special requests, and the occasional raffle or the lost child at the mall.
But as we all now know, customer service has evolved. Avis is most remembered for its 1962 campaign, “We Try Harder” (which, by the way, has just been retired! After 50 years!). Yes, this was an advertising line. But what they did was to put the customer in the middle of their marketing efforts to show how strongly they wanted you to go with them instead of the #1 rental company. Does anyone even remember who their bigger competitor was?
We sincerely express our sympathy for all the Filipinos directly and indirectly affected by the tragedy from super storm, Haiyan / Yolanda. To our CEAs in the affected areas, our thoughts and prayers are with you and your families. The Philippine Red Cross and other organisations are helping with relief efforts.
Some of our CEAs have asked how they can help victims of typhoon Haiyan / Yolanda in the Philippines. One local charity, Gawad Kalinga, has rebuilding and on ground relief efforts in some of the hardest hit areas.
We don’t believe in guest service. We believe in guest DELIGHT.
Everybody in your hotel can deliver surprise and pleasure that will make guests return and bring their friends. Everybody, from the very top management to the dishwasher, is a powerful stakeholder in delivering on this promise.
Wishing everyone all the very best for the festival of lights.
Image sourced from Planetgamex.com
CATEGORY: Service Star
Four times out of five, nobody notices little things like a cobweb in a corner, or the dust under the phone, but if you believe that no one will notice, that you’re far away from being the hotel from hell, just reread the title of this blog post.
When basics are missed or forgotten, they have a tendency of getting missed again and again. And when that happens, attitudes change, and everyone may need a stringent refresher.
So before an honest mistake becomes a hotel nightmare, check out this short but essential list of things that, when taken to heart, will lead to better hotel service.
1. You are a clean hotel. There can’t be any doubt about it, or else you’re in the wrong business. Give your customer the ‘like new‘ experience. They are staying at your hotel to have a home away from home. Don’t give them even the hint of a previous guest. Nothing is more unattractive or repulsive.
2. You are a familiar hotel. Courtesy is expected of any service and retail business. But you’re more than that. You are a hotel. Guests should look forward to coming home to you. Keep professional, have discretion, and maintain personal boundaries, but show guests the warmth of familiarity.
3. Halfway goes a long way. Stepping away from the desk or the door may not be possible at all times during work in your hotel, but your body language should always be extended towards the guest. It’s a subconscious ‘Welcome!’ that speaks louder than words.
4. Have a local’s attitude. Even though you or your staff may not be from the area, your hotel is now your territory. Knowing little secret spots, and tips for the guest will set you apart from the competition, and make you a strong partner in the community for your referrals.
5. Everybody is in sales. No matter what their job or designation is, all hotel employees and staff represent and sell your hotel experience, and the values for which it stands. Treat everyone with the same level of professionalism that you expect them to have with guests.
These are just the basics of hotel service, but keeping these in mind is the reason you’re in the business in the first place, and it leads to a great guest experience.