Greeting them and locating their reservations, answering questions, dealing with other colleagues.....there is enough going on around you to truly make you a multitask expert. Are you in really in the MOMENT with your guest? Are you giving the guest at your focus 100% of your attention?
If you agree that you have not always been PRESENT- here is a list of things you might want to ensure you are correcting ASAP:
- Snap to attention and focus on THEM!!!
- Greet them warmly, inquiring how you might be of service.
- Inquire where they are traveling from.
- Make them feel special.
- Treat each and EVERY guest as an INDIVIDUAL.
- RESPECT your guests by staying 100% focused on THEM and ONLY them.
- Show your guests your product knowledge and guest relations skill by offering examples.
This is not only directed to Front Desk Agents, Managers. This is also including Restaurants, Spa's, Concierge Desk, Valet. Anything that requires you to be in immediate contact with a guest.
When I arrive at a Hotel normally I have been traveling for some time, am tired and ready to merely check in, deposit my luggage and RELAX. Dropping off my car, I want to ensure someone RESPONSIBLE is entrusted with my vehicle. Checking into a Spa, I want to RELAX and be PAMPERED. The restaurant must have a beverage and DELICIOUS food waiting for me with FRIENDLY and ENGAGING service.
This list seems obvious for many of us already in the Industry and loving what we do. However, there are those that will read this and think.......do I really do all these things? What can I do to change? If you are one of those people...CHEERS TO YOU!! Fantastic that you have recognized there is room for improvement. For those of you that scoffed and laughed, pity on you. Your the ones THIS is for.
Engaged, happy, ATTENTIVE assistance....are YOU providing this for ALL your guests?
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