Tag Archives: guest services

Is This The End Of Customer Service?

September 1, 2013 Alexander Kellermann Leave a comment

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…

Image courtesy of hyena reality at FreeDigitalPhotos.net

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

So What Does The Butler Really Do?

August 7, 2013 Alexander Kellermann 3 Comments

Having worked in hotels that offer butler service the question ‘so what does the butler really do’ is probably the one that I was asked the most. Many of us do not live in mansions, don’t have their own private yachts and jets, and don’t have personal assistants or butlers assisting them around the clock seven days a week, so for most of us it’s a new concept and challenging to enjoy at first when staying at a hotel that offers this type of personalized service. Frankly who of us would be comfortable at first to have another person unpack our suitcases for us and going through our personal belongings and underwear?

Butler Service Hotel Imperial Vienna

That being said the burden of informing our guests what the butler service is really all about, making them enjoy this superlative of service, and eventually getting them to a point that they’re waking up in the morning at home trying to call for the butler to have the morning paper and coffee delivered, is on us! It’s on the butler to greet our guests upon arrival and to make sure that they have a feeling of what this service incorporates and that they’re comfortable using it, and this first introduction upon arrival is paramount.

Every guest arriving at our property, not being greeted by the butler, is a lost opportunity. A lost opportunity to differentiate us from our competition and to build a personal connection with our guests that goes beyond of what most hotels can offer. Continue reading So What Does The Butler Really Do? →

Guest Services

Why Butler Service is a Must for any Luxury Hotel

August 4, 2013 Alexander Kellermann 1 Comment

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.