Hospitality consultant John Hogan reveals the answers to a recent series of questions used at a program on guest service. The panelists were either experienced operating general managers and/or owners of properties of different sizes, locations, service levels and prices.
Sample Questions & Answers
How do you define excellent Customer Service?
Personalized attention
Staff that is trained to actively anticipate guest needs by watching and listening
The WOW factor that is felt by every guest and every staff member
How do you compete with the brands or chains that offer a 100% guarantee? (Looking for specific examples)
A guarantee program must be from the heart to make them work; a brand cannot teach attitude
We review every guest comment card, letter and Trip Advisor posting at both department head meetings (in recap form) and with hourly associates so everyone understands their role and how important they are as individuals
Every hotel should strive for 100% satisfaction of every guest
Even if there are problems, the response of a caring staff can often build repeat business
We often hear that line level employees feel they do not have enough empowerment to succeed at their jobs. What do you do at your hotel?
Some big box brands allow their staff up to a certain cash amount to refund or credit – that may or may not build loyalty or satisfaction. It's not always about refunds, but addressing concerns.
We train our staff to actively listen – it has made a huge difference.
Staff must be empowered, especially on the desk.
Who follows up at your hotel if there is a problem? What about the guest who has already left and you learn about a problem?
The GM or a very senior manager should be the one to follow up
Follow-up needs to be better defined; at our hotel, the GM literally calls the guest as an example of concern, sends a handwritten note and the guest will literally receive a monthly reminder of our interest in giving them the best. It has a great record of success.
Safety and security issues are always considered priority areas in our training and this focus can resolve a situation before it becomes something that goes into the legal system.
Can you share some examples of providing excellence in service in areas outside of the front office?
Van drivers can play a huge role in meeting unexpected guest challenges
The housekeeping team works to greet every guest they see- even if the language is a challenge, the smiles are contagious
Our banquet servers have found ways to make even large groups feel they are being attended to as if at a smaller table, by more interaction, small table touches and team service that allows more personalized attention.
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