People
I do not intend to cover customer service in this book, but you need to be aware of the impact that your staff have on the way that your hotel is perceived. They are often seen as the product, since they are the ones that deliver the service. So what they look like is very important, not only in the clothes or uniforms they wear but also their general demeanour. Do they have a genuine and ready smile (one that involves their mouth
and their eyes) and are they always on the look out for ways to help?
You cannot help but be impressed by the results achieved by
Ritz-Carlton Hotels who have surveyed their guests and found that 80 per cent were ‘extremely satisfied’. Their customer service delivery is based on 250 hours training in the first year, using a fairly simple approach:
- A warm and sincere greeting.
- Using the customer’s name if possible.
- A constant anticipation of the customer’s needs.
- A warm goodbye, using the customer’s name if possible.