The business of hospitality is all about taking care of people. Whether it’s guests, co-workers, vendors or those just passing through, people working in the hospitality industry have a natural talent for making others feel welcome, regardless if it’s for a brief moment or the duration of a long stay. For independent hoteliers, nurturing and developing their team members’ customer service skills can create tremendous value for your property. Here are a few tips to help you invest in your team members’ talent and, hopefully, generate strong returns for your hotel.
Every interaction matters
Check-in and check-out are often the most critical team member-guest interactions, but collectively, all the interactions that occur between arrival and departure can have a greater impact on the guest experience. This is why it’s important to train all team members, from front desk staff to the maintenance team, on the best ways to engage with guests.
In most cases, making eye contact, providing a smile and/or saying ‘hello’ is all that team members need to do to engage with guests on-property. However, in the cases where guests need assistance, all team members should be trained on how to handle basic requests or, at the very least, direct guests to another team member who’s better suited to help. The faster your team members can help guests get back to enjoying their stay, the more memorable their experience will be.
Stay two steps ahead
Anticipating guests needs is a hallmark of top-notch hospitality for independent hotels. While there is no substitute for years of experience, team members can learn how to read situations and make the guest experience as seamless as possible.
For example, guests checking in between 5 – 7 pm will likely want to find a place to eat soon after dropping off their bags. Rather than having them come back to the front desk to ask for dining recommendations, front desk team members can ask guests during check-in if they’ll be dining locally and then suggest restaurants based upon their preferences. This small gesture not only helps the guest experience remain seamless, but also helps team members work more efficiently by actively handling potential guest requests before they occur.
Speak with one of our independent hotel experts today to learn how innRoad can help drive strong returns for your property.