We’ve already talked about defining what we mean by great service, now this needs communicating. Discuss with your team what your guests expect and how to meet those expectations. Focus on telling people what you want to achieve, i.e. the end result, rather than dictating how to do it. This gives people flexibility to adopt their own style.
However, be prepared to explain in behavioural terms when necessary, so rather than just saying ‘welcome guests’, give some examples of the types of things you’d expect to see them doing or hear them say if there’s any doubt about what this means. The more specific you are and more examples you give the easier it is for people to understand. Then lead by example so there are no mixed messages.
Encourage your team to take the guest journey, and see everything from a guest’s point of view as often as possible; they’ll invariably spot things that can be improved to enhance the guest experience, and this helps them put the whole customer experience into perspective.
Establish systems and guidelines where necessary and adequate tools and resources to meet these expectations. Too much red tape, staff shortages, unreliable equipment or a poor product will only lead to frustration and is bound to have a knock-on effect on staff’s ability to deliver great customer service.
Keep staff up-to-date at all times. Conduct daily briefings to cover such information as: VIP guests, special needs, regular guests and any known preferences so staff can anticipate their requirements, today’s menu and details of all ingredients, special offers and events or deals, other activity in or around the hotel that could impact the guest in any way, staff shortages and cover of responsibilities. These actions ensure your staff are fully briefed and competent to deal with any guest’s queries or concerns.
The daily briefing also provides an opportunity to get feedback on any guests’ comments. You can discuss any questions or suggestions that arise about operational issues that could have a bearing on the level of service your guests receive.
So, even on your busiest mornings make sure these briefings still happen; it’s generally on the busiest days that things go wrong.
Tomorrow in part 3 of the blog, I will looking into empowerment of the staff and by giving them the training and skills that are needed, to gain the customer’s confidence.