Is it the well painted structure, the manager, the Front Desk Administrative Staff who just walk out of college, or do we concentrate on the all important service we ought to provide?
Many hoteliers still have the notion that their rooms will be filled no matter what; they have not understood the importance of the old saying “first impression is a lasting one”. When one leaves their homeland in search of a new experience, they look forward to a vacation of a lifetime; they anticipate a total package, of service, service, service, especially if these individuals have committed their lifelong savings to their vacation in hope of creating lasting memories.
On entry to an accommodation facility one should not hear the loud chattering of the workers in the lobby, while guests are standing in line waiting to be checked in. It is important that in the age of mobile phones that the receptionist pay attention to the guest standing in front of her rather than raising a finger to the guest gesticulating that he should hold on while the calls are taken and completed with no hurry. All staff should be acquainted with information about the facility or be able to direct the guests to a competent authority. There should never be a time when Questions are asked about the facility and instead of a quick research, the guest would be told “I don’t know”.
How many of our hotel service providers are trained in the industry they serve, how many manager/owners see the importance in having their Human Resource department active and fully responsible for the training of staff in every area? How do we ensure that if trained the service provided exceeds expectations? How many managers/owners can see the benefits in changing the face of their hotels??
In order to continue to capture the hearts of our clients and have them return or recommend us to others we must be mindful of the service that we provide, we ought to want more than just the bills being paid on departure, we want to encourage our guest to return, as we are all aware that word of mouth advertising is one of the most effective in this industry.
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