subject: Encouraging Dedicated Service From The Hotel Staff [print this page] Encouraging Dedicated Service From The Hotel Staff
Customer service excellence is something that must be continuously achieved while in the hospitality business. This means knowing your location well, knowing what your guests want and providing them and anticipating their needs during their stay. It is not enough to have a single account of good customer service. It needs to happen all the time on all guests.
You can encourage the rest of your staff to thrive for this type of excellence through one of the suggestions below.
1. Sponsor creative short courses
Run a quick survey on what your staff wants to do in their free time. Is there a budding photographer in the group? If so, be on the look out for short photography courses that you can sponsor. The staff member can then use his new skills in taking photos of the new dishes or the newly installed Jacuzzi, for example.
2. Always praise in public
When you hear that someone was commended by a guest regarding his service, acknowledge and praise the deed, no matter how small, in public. You need not let the guests know of this but make sure that someone else in your staff knows you acknowledge good deeds so that they can use this to fuel their motivation on a daily basis.
3. Sponsor vacations for top performing staff members
Sponsor short, practical trips to the nearest beach resort where the top performing staff members can go to. This will give them an idea what it is like being on the receiving end of service and they can use this knowledge to further improve their skills when they get back to the hotel.
4. Ask for employee goals and see how they can be achieved
Ask your employees about their personal goals, both in the short term and long term. Try to see the middle ground on which of these goals can be met while they are still working with you. You might be surprised at how simple some of these goals are. They can be as easy as having a more flexible working schedule, or simple, additional incentives to make life a bit easier for them. A happier employee will be giving out a more heartfelt service to your guests.
5. Subscribe to magazines, e-zines and newsletters regarding the world of hospitality
Make sure you have a lot of reading material for your staff to inspire them to do better each day. Print out useful articles and keep it posted in a common area. Invite guest speakers from big hotel chains or those with commendable success stories so that they can get ideas on how they can improve their craft.
Arm your team with proper training and inspiration, which will make it easy for them to reach their goals.
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