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
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What Your Hotel Can Learn From Starbucks
It’s all about personalized service, and any hotel is striving to deliver the best service possible. I work at a 5 star property in Manhattan and all hotels in our comp set are beautiful, have luxurious rooms and facilities, and state of the art technology. So why should travelers spend their money at your hotel and not at the competition next door? Well, your answer is probably because your hotel provides better service, right?
Nowadays it’s not so much about the product anymore, and all about the service… personalized service to be more specific. Welcoming your guests by their name is the simplest and most effective way to provide this personalized service… but only in theory! What if I told you that every luxury hotel I ever worked at either struggled or the very minimum had room for improvement with using the guest name consistently? Do you think this is acceptable? Continue reading What Your Hotel Can Learn From Starbucks