Tag Archives: guest relations

Guest Relations, Guest Services

Is This The End Of Customer Service?

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Do you still remember when online shopping was first introduced or when you were first referred to receive the desired information online rather than from a representative? I still remember being irritated and annoyed by it…

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I recently went to get a new suit at Macy’s as they offer a great variety of products and always good discounts. While the customer service wasn’t bad, I got annoyed as I wasn’t in control of the experience and the representative didn’t lead the dance of the experience either. He seemed too busy taking care of other customers to provide me with the personalized service I was hoping for, and I had the feeling that he wasn’t interested in going beyond of what he felt were his job duties. In comparison I always buy my suit shoes over macys.com and always have the best experience. It’s convenient, fast, and uncomplicated and I never have to deal with any attitude or indifference of an employee. Continue reading Is This The End Of Customer Service? →

Guest Services

Why Butler Service is a Must for any Luxury Hotel

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If you believe that the needs and wants of affluent guests shift from searching for expensive amenities such as sumptuous flower bouquets when traveling to collecting rare and refined experiences, you need to ask yourself how and who can help you provide those experiences and create those lasting impressions.

Most of your front-line employees are probably too busy doing what they are supposed to be doing primarily, front desk agents are checking guests in, room attendants are cleaning guest rooms, waiters are serving, and the list goes on. Every one is trying to provide a superb service and make your guests happy along the way, but the leaner your organization is structured the more challenging it gets. It doesn’t help you to shoot one guest to the moon with your excellent service, if nine other guests are waiting in line behind to get checked in. Having one position in your hotel only focused on designing the guest experience on property while being the main contact for the guest is the only way to live up to your promise to deliver service that’s second to none.

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Guest Relations, How To

How To Improve Your Guest Surveys The Fast Way

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How did you enjoy your stay with us?

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No matter if you are working in a hotel or are a frequent traveller chances are that you asked or heard this question over and over again. Many times it’s the question asked most upon check-out and your way out of the hotel. Continue reading How To Improve Your Guest Surveys The Fast Way →

Development, Guest Relations

The Key to Prevent Most Guest Complaints

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Most guest complaints can easily be prevented by managing expectations. I remember working the overnight shift as a butler being responsible for the guest and housekeeping services in the entire hotel all by myself during a sold out night receiving one guest request after another within only a few minutes… and of course everything was an emergency and had to happen right NOW.

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Having to wait ten minutes for a an extra pillow or blanket during the day can still be considered prompt service, but at 2 am in the morning when you are tired and have to get up early in the morning for an important meeting ten minutes can feel like an eternity… and it’s even worse when you don’t even know how long you have to wait. Continue reading The Key to Prevent Most Guest Complaints →