Testimonies Customer Service in Hospitality Trade
Remember the concierge in "Pretty Woman"? Remember how he helped Vivien (played by Julia Roberts) obtain a small but, posh wardrobe to wear for Edward when a certain upscale boutique turned her away for her 'perturbable' appearance?
Well, that's the kind of thing that goes a long way in distinguishing a fine hotel and an exemplary one. And, you can bet Edward was mighty appreciative at the end of the day!
Everywhere you travel in the world today, there is fierce competition for the contents of your wallet. From the King David to the Carlton Ritz, customer service is undoubtedly king!
So, how does one 'butter the right side of the customer's bread', so to speak? Let us look at a few of the ways it can be done.
- Courtesy. An easy one, you say? Not so fast! This is not so automatic as one would have you to think. There are personalities to consider, - both the customer's and the service professional's. People can be tedious at best, utterly exasperating at worst! Watch those employees under your supervision and remind them how important this facet of their job description is if they hope to have a future in the hospitality industry.
Don't hesitate to remind them, - especially if they are under the age of 25, to leave their personal problems at home and their cell phones in their employee lockers! When you clock in in the hospitality business, you are ON! (That means your cell phone is off) Front desk service employees: customers expect prompt, courteous attention with no distractions or, interruptions while they are standing before you.
- Communication. Forwarding of important outside messages, a sudden change in a long-standing hotel policy or, scheduling of in-house meetings and/or conventions are expected to be passed along in a timely manner.
- Accommodation. A great suite/room, an excellent dining experience, and outstanding amenities are merely the 'expected' end of the hospitality customer. To keep them coming back for more, you must be able to provide somewhat of, what we refer to as the WOW Factor! And, we all know that means going out of the way toprovide those little extras that really matter to the individual customer. Find out what your guests (particularly the frequent ones) enjoy most. Alittle soft music in their rooms? Extreme privacy? Or, abit of action? (Not THAT kind of action, - I was merely using the movie as a tease!)
- Personalize and Promote. A mint on a pillow is nice but, adding a small pre-printed poem of thanks on the last evening of a stay is even better, - and women will adore the charm! Of course, it will have a reminder to visit again soon, as well as the address, telephone and e-mail for the establishment printed in plain view.
Whatever the size or, 'price' of your establishment, - thoughtful and consistent customer service goes a long way in padding profits and cultivating clients!
