If you want to provide good service to your guests, you have to know and understand them deeply. You should know them inside out and you should also care about them at some level. This is a must, there is no way around this. If the front desk employees do not care about the guests they are highly unlikely to […]
Front desk employees are the first point of contact you guests have with the hotel. It is important that good first impressions are set for the guests. You have to ensure that the guests have a pleasant experience when they interact with the front desk staff. So how do you make sure the front desk staff are doing their job […]
It is important to keep your front desk staff properly motivated as they are the ones who will interact with the guests the most. The guests are likely to form a good or a bad opinion about your hotel based on how they are treated by the front desk. Keep in mind that the front desk job is not an […]
It is not just children who love unexpected pleasant surprises, grown ups love them too! Hotels can use this knowledge to their benefit by thinking of ways they could surprise their guests by offering them something extra which the guests were not expecting. If you can come up with ways to pleasantly surprise your guests in little ways during their […]
There is one aspect of customer service which is absolutely essential in order for hotels to create guest loyalty. That aspect is consistency. You must pay a lot of focus on maintaining consistency in your hotel operations and service quality. Your hotel may be doing all sorts of wonderful and creative things to win the guest’s heart and may even […]
Have clearly defined expectations – When employees don’t know what the management expects from them, it will cause them lot of frustration and confusion. It can make them feel fearful, confused and hesitant. So the management has to clearly communicate what it wants from each employee. Job roles should be clearly defined and designated to appropriate individuals. Performance metrics should […]
Workplace Stress Can Be Toxic & Unhealthy Workplace stress can be toxic and detrimental to health. It can lead to high turnovers for the hotels and health problems for the employees. Work related stress is reported to cause heart ailments. Experiencing stress on daily basis for many hours each day is certainly not good for the physical and mental health […]
Hospitality industry is infamous having a super high employee turnover rate. It exceeds 30% for non-management employees, which is considered quite high when compared to other industries. According to the U.S. Bureau of Labor Statistics, the annual average employee turnover rate across all industries is between 12-15%. What could be the reasons for this high turnover? Let us glance at […]
A warm, welcoming smile is very important in hospitality. Always meet and greet the guests with a warm smile that will help open them up. The smile is likely to make the guest feel welcome, important and comfortable. It can set the stage for further interactions between the guests and hotel staff. Welcoming guests with a warm smile is of […]
Dealing with a customer complaint is one of the most difficult tasks for any hotel employee. Even personnel who are unable to make modifications or solve the situation are frequently met with an upset or irate guest. While it is impossible to prepare for every conceivable complaint, a prepared hotelier may teach their employees how to respond to the most […]
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