I started working in hotels in 2004 and still can remember my first mystery shop. The overall results of the inspection were ok, but unfortunately we missed out on a couple of points because not all of our associates used the guest name consistently. Over the years this standard became increasingly important and you could not pass an inspection anymore without using the guest name at least twice during every interaction – even if everything else was perfect there was no passing without usage of guest name. Continue reading Personalized Guest Service So Simple
Category Archives: Guest Relations
How To Have The Best Hotel Experience
You are probably wondering why you should have to do anything to receive the best service, shouldn’t it be up to the hotel to provide you with the best experience without you having to ask for it. You are the one who paid for it, right? 
Yes, of course you are right, and you should receive the service that you paid for, and I hope that most hotels would get it right. But why even taking a chance. Why not making sure that they will pay this extra little bit of attention and do their very best that you’ll have a memorable experience. Continue reading How To Have The Best Hotel Experience
Luxury Is Changing – Are You Changing As Well?
My wife and I are living in the West Village in Manhattan, and adore this neighborhood as of its vast variety of excellent and unique restaurants. We love to dine out, and excellent food and service doesn’t cut it anymore. It takes something more…
The face of wealth and luxury is changing! Continue reading Luxury Is Changing – Are You Changing As Well?
Is The Hotel Industry Losing Its Hospitality?
I recently happened to watch the WestJet Christmas Miracle video on YouTube and I was impressed by how simple yet powerful this idea was in building an emotional connection between an airline and its customers. The video went viral, has over 26 million views on YouTube, and the cost for the Christmas presents is nothing compared to the return on investment this campaign will have for WestJet.
What concerns me is that the hotel industry who claims to be all about its guests and their well-being didn’t come up with this first. It feels like that we keep holding on to our glamorous past by thinking that we can still impress our guests by sending up a bottle of champagne and chocolate covered strawberries to their rooms, while other industries figured out a way to move on and to connect deeply to their customers.
The exact same thing that the airline did for its customers any hotel could be doing for its guests staying over during the holidays by asking them prior to arrival what they want for Christmas and delivering these gifts on the 25th. Continue reading Is The Hotel Industry Losing Its Hospitality?
Why It’s Better To Ask For Forgiveness Than For Permission
The value of acting promptly and making a mistake requiring forgiveness is greater than the value of delaying to get permission! Let me explain you why…
Most companies fail to deliver excellent customer service because their employees are not empowered to make the right decisions the moment it counts most to make the customer happy. They need to check with their managers first delaying any helpful response, and making it frustrating for the customer to do business with you. Empower your employees to make the customer happy the fast and uncomplicated way. Your customers have a choice to do business with you, or the competition across the street.
If it’s the right thing to do and in the best interest of the customer, your company and colleagues, go ahead and do it. You’re not going to be 100% right all the time, but we’re working in the service industry and are not performing heart surgery, so trust me most mistakes can be sorted out later. We need to go back to the roots and focus all of our energy and efforts on making the customer happy. This is the only way to differentiate ourselves from the competition and ensure that we stay relevant. Continue reading Why It’s Better To Ask For Forgiveness Than For Permission
Graduated From Hotel Management School? Why You Should Become A Butler!
Years ago hotel management graduates would mostly apply for a position as front desk agent or sales coordinator at the beginning of their journey in hospitality. Why? Because this is what everyone else applied for and because it seemed to be the most promising path for a successful career in hospitality. Now this is changing…
Les Roches International School of Hotel Management
Continue reading Graduated From Hotel Management School? Why You Should Become A Butler!
Stop Pointing Fingers and Turn Your Complainers Into Brand Advocates!
No one is perfect and everyone makes mistakes! Our guests expect perfect service, and are unforgiving to any service breakdowns, correct?
False, our guests expect perfect service, but do understand that mistakes can happen, and it’s important that we recognize mistakes, when they do happen, as opportunities to get it right. Guests who have a complaint that gets resolved to their satisfaction are more likely to return than the ones that never had a complaint to begin with. It’s because we understand that no one is perfect, and if something goes wrong, we want the service provider to take ownership and turn the experience around to our satisfaction. Continue reading Stop Pointing Fingers and Turn Your Complainers Into Brand Advocates!
Is This The End Of Customer Service?
Do you still remember when online shopping was first introduced or when you were first referred to receive the desired information online rather than from a representative? I still remember being irritated and annoyed by it…
Image courtesy of hyena reality at FreeDigitalPhotos.net
I recently went to get a new suit at Macy’s as they offer a great variety of products and always good discounts. While the customer service wasn’t bad, I got annoyed as I wasn’t in control of the experience and the representative didn’t lead the dance of the experience either. He seemed too busy taking care of other customers to provide me with the personalized service I was hoping for, and I had the feeling that he wasn’t interested in going beyond of what he felt were his job duties. In comparison I always buy my suit shoes over macys.com and always have the best experience. It’s convenient, fast, and uncomplicated and I never have to deal with any attitude or indifference of an employee. Continue reading Is This The End Of Customer Service?
What Luxury Hotels Need To Change To Stay Relevant
Times are changing and what was a recipe for success only a few years ago doesn’t necessarily attract new customers now. I started my career in hospitality at the Hotel Imperial in Vienna, which is by any definition one of the finest luxury hotels in Europe. The hotel was originally built as a palace and later transformed to one of the most prestigious hotels in the world. I was fascinated by the expensive silverware, the elegant design of the furniture, the fine craftmanship of the hotel, the high standard of service and dedication, and the luxury that was displayed in every little detail of the hotel experience…
Continue reading What Luxury Hotels Need To Change To Stay Relevant
How To Improve Your Guest Surveys The Fast Way
How did you enjoy your stay with us?
Image courtesy by Jeroen van Oostrom at FreeDigitalPhotos.net
No matter if you are working in a hotel or are a frequent traveller chances are that you asked or heard this question over and over again. Many times it’s the question asked most upon check-out and your way out of the hotel. Continue reading How To Improve Your Guest Surveys The Fast Way
The 30 most important minutes of your day
It’s your 30 minutes lunch break! You either believed it to be an interruption of your day as you had so much work to be done, or the highlight as you were able to step out of your busy day for a moment to take a deep breath!
Image courtesy of sirikul at FreeDigitalPhotos.net
But one way or the other, it turns out that you were wrong. Talking to my dear friend McKinley the other day, who follows this blog loyally from the beginning, and listening to him talking about the importance of not only never sitting alone while having lunch in the staff canteen, but also making a point of always sitting with different people, and use this half an hour to connect with people and build or strengthen relationships, opened my eyes. Continue reading The 30 most important minutes of your day
5 Benefits of Effective Complaint Management
Things go wrong all the time and when they do, it’s important to recognize and fix the problem, to follow-up with everyone involved and learn from it so it doesn’t happen again and again. That’s easier said than done since most managers prefer to keep themselves busy by putting out fires and look like heroes, rather than to face the real challenges, the root causes of the fires, and to make the tough decisions that would really change things to the better. But one way or the other customer complaints are unavoidable and depending on how effectively your team manages them it will make or break your organization.
Image courtesy of Stuart Miles at FreeDigitalPhotos.net
Besides the obvious benefit of having a problem temporarily go away and the pain that comes with it, and turning an upset customer into a happy one, the 5 main benefits of effective complaint management are:
- It creates a customer focused culture. Having your team understand the true value of every guest who is walking through your doors is fundamental for the success and long-term profitability of your business. Understanding that a guest is not an interruption of your work, but the reason that you have a job is crucial.
- It reduces the operational cost. Effectively managing a complaint and ensuring that the guest is satisfied with your service recovery, will reduce your expenses and cost in the long-rung, as you may otherwise end up having to reimburse more than necessary to keep the guest from talking bad about your business.
- It reduces the cost of winning new customers and increases customer loyalty. The return rate of a guest that was satisfied with his or her stay at your hotel is less than the one who experienced a problem at your hotel that was solved to his satisfaction. Why? … simply because your customers know that things can go wrong, but it’s important that when they do, that they can trust your organization to take ownership and get it right.
- It reduces any brand and market damage. Solving a guest complaint to the customers satisfaction not yours, hopefully stops your client from talking bad about your business or commenting negatively about the service experience on social media.
- It enhances the customer experience and increases sales and profitability. A happy guest as a result of effective complaint management will spend more at your hotel, stay longer and more often. Even more importantly a happy guest will tell his or her friends about it and act as a brand advocate.
Question: Can you think of any other examples of effective complaint management?
The 7 Deadly Sins Of Complaint Management
Getting a guest complaint is always an opportunity to turn an unsatisfied customer into a loyal advocate of your business. Understanding the value of focusing on training your employees on how to handle guest complaints and effectively manage guest expectations to prevent complaints from occurring in the first place does not only boost a customer focused environment, it also fosters a winning culture.
Image courtesy of Stuart Miles at FreeDigitalPhotos.net
While we hopefully always have the best intentions in mind when dealing with an upset customer, the outcome may not always be positive. Better understanding the 7 deadly sins of complaint management will help us to be more conscious of the do’s and do not’s when facing an angry customer the next time. Continue reading The 7 Deadly Sins Of Complaint Management
The Key to Prevent Most Guest Complaints
Most guest complaints can easily be prevented by managing expectations. I remember working the overnight shift as a butler being responsible for the guest and housekeeping services in the entire hotel all by myself during a sold out night receiving one guest request after another within only a few minutes… and of course everything was an emergency and had to happen right NOW.
Image courtesy of noomhh at FreeDigitalPhotos.net
Having to wait ten minutes for a an extra pillow or blanket during the day can still be considered prompt service, but at 2 am in the morning when you are tired and have to get up early in the morning for an important meeting ten minutes can feel like an eternity… and it’s even worse when you don’t even know how long you have to wait. Continue reading The Key to Prevent Most Guest Complaints
How to handle guest complaints
Guest complaints are common, not just in hospitality, and the more comfortable you get dealing with them, the better for you and your customers! Unfortunately practice itself does not always make perfect, only perfect practice does. So while everyone working in a hotel in any guest related position is confronted with tons of complains during their career, not everyone masters the skill of dealing with them effectively.
So how do you handle complaints and a guest who had a bad experience? Continue reading How to handle guest complaints