I started working in hotels in 2004 and still can remember my first mystery shop. The overall results of the inspection were ok, but unfortunately we missed out on a couple of points because not all of our associates used the guest name consistently. Over the years this standard became increasingly important and you could not pass an inspection anymore without using the guest name at least twice during every interaction – even if everything else was perfect there was no passing without usage of guest name. Continue reading Personalized Guest Service So Simple
Tag Archives: five stars
What You Must Know About Five Star Service – Never Assume!
I recently attended a Forbes five-stars training at my hotel. The Forbes trainer started the training by explaining how it feels to receive five-star service as a guest, and the genuine care and attention to detail that come with it. The trainer continued that while many of us have been working in the hotel industry for very many years and believe to exactly know our customers that we should never assume that a certain guest doesn’t care about us offering service that goes beyond and only cares about the basics. Continue reading What You Must Know About Five Star Service – Never Assume!