Hospitality Staff Must Provide ‘WOW’ Customer Service

Travelers have become more independent. They plan trips without agents, conduct research online and don’t always use the services of bellhops or concierges. Without these traditional avenues of standout service, how can you impress your guests and earn repeat business?

Share Local Knowledge

Some travelers enjoy the predictability of visiting the same stores and restaurants as they do at home, but others prefer to get a little of the local flavor wherever they travel. Identify local attractions and businesses that may appeal to out-of-town guests. Tell them where they are and how to get there.

Leverage Social Media

You may no longer have a concierge in-house, but you can have one online. Man twitter, Facebook and review sites so that you can offer suggestions to guests and potential guests. Post tips and news, and respond quickly to any questions or concerns. Reputation management is increasingly important to service industries like hospitality.

Learn Names and Use Them

Make a big impact simply by looking at guests’ names on reservations and using them throughout the transaction. Use Mr. Smith, not John, to make them feel respected and welcome. Personalized service is often what sets the best hotels apart. This is just one step in making guests feel at home.

Reward Repeat Customers

If a guest returns, you have clearly made a great impression. It’s up to you to see that they aren’t disappointed on subsequent visits. Let them know you appreciate their continued business. Launch a frequent-guest program with perks if you don’t have one already.

Exceed Expectations Every Day

It’s impossible for your establishment to be too clean or well run. Pay attention to the details if you want to delight your customers and encourage them to return. Guests pay attention to the little things, and so should you. It can take as little as one dusty nightstand or not-quite-clean tub, to lose a guest (and their friends) forever.

Simplify Systems

Make it easy for guests to handle things for themselves, such as online check-ins. Offering self-service options is great, but not if you need a degree in computer engineering to use them. Keep systems simple and provide clear instructions.

Serve Your Internal Customers Well

When your employees are happy, they serve your customers better. Treat your team members well so that the smile they greet guests with is genuine. You’ll retain great people longer and delight your customers.

For help finding highly qualified employees who have the skills, experience and attitude to wow your customers, contact the experienced recruiters at Horizon Hospitality. We can help you to find, attract and retain the best people to fill jobs in the hospitality industry.

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