I’ve been obsessing lately over how to effectively communicate and train the execution of emotionally engaging service. This is a big topic and the more you dig into it, the deeper down the rabbit hole you find yourself.
I was recently a guest on the Hospitality Mavericks podcast to talk about running a successful hotel and hospitality operation. You can find the podcast at: https://hospitality-mavericks.lnk.to/kc3RgFA or through your favorite podcast app by searching Hospitality Mavericks.
I was interviewed by John Albano with the Lodging Leaders Podcast at the end of 2018. We had a great discussion about how managers can go about building the best team, how to give purpose to employees day to day work, some of the roadblocks that managers deal with in training or developing their teams, and how to build a strong internal culture – one where employees are raving fans of what they are doing.
This is going to be controversial…. With the changing times, if you’re still sending out stand-alone satisfaction surveys asking for feedback on every aspect of a customers’ stay, what information are you really trying to collect?
In a noisy marketplace, relying on a specific product and / or traditional service staple as a differentiator isn’t the best strategy to get your hotel or restaurant noticed. Creating a service experience that feels as though it’s one of a kind is how customer service focused businesses will win in the future.
Before you can talk about service in a restaurant, the financials have to make sense, and there’s no better place to start than costing your menu. Menu development is both and art and a science. Finding the perfect balance of cost / retail price point and sellable items takes time, a lot of thoughtfulness and talking to customers.
When managing people, your success is largely dependent on getting work done through other people. If they fail, you fail. When your team drops the ball, the first thing you should do is look in in the mirror and honestly evaluate your actions to see if you gave as much as you could to the cause.
Every issue, no matter how small, is an opportunity for you to take control, critically analyze your operation to find and remove barriers and ultimately truly wow your customer. If you treat service issues with the right mindset they will make you better.
In spite of our best efforts, there will be times where service recovery is needed. As a manager, either you or your team will be cleaning up a service mistake and your success in minimizing the volume of issues that occur along with how your recovery efforts affect your business fall squarely on understanding the bigger picture.
We all know that it’s frustrating to arrive at a hotel or vacation rental and not be able to get in to your room. Aside from needing a place to drop off your things, travel is tiring plus you want to get settled so you can get down to the business of your trip in the first place.
NPS is a reflection of your efforts to create fans of your business so your goal shouldn’t be to simply increase your score. If you’re notcoming at NPS improvement from a customer experience perspective then you’ll just be chasing a meaningless number month after month.
Slick Talk: The Hospitality Podcast: Special Guest Adam Knight the owner of Proven Principles and I talk about becoming a manager in the Hotel world, things we wished we knew coming into the industry, our first management positions, proper training, and advice for up and coming leaders in Hotels!
Housekeeping is incredibly tough, physical work. They pick up after people, clean up after parties, (hopefully) get those crumbs from under bed so you never see them, and are generally tasked with making a room that has probably seen hundreds of guests, feel pristine as if like you’re the first person to ever set foot in there.
Dealing with angry customers is going to happen, there’s really no way around it. Even the best run operations will have a hiccup form time to time. As a manager, you will be faced with getting employees back in the game in a constructive way. These five techniques will help recovery and hopefully make your team stronger for it.
Steve Jobs said “Our job is to figure out what they're going to want before they do… People don't know what they want until you show it to them.” and you can bet that philosophy works with vacation rentals too.
There are countless articles, studies and surveys that prove this. But here’s the issue, while we all KNOW this to be true, so many businesses put massively unbalanced effort against making sure that the product is as good as it can be, while missing the whole point by not prioritizing their front line, negating much of the efforts put towards the product in the first place.
There’s a fine line between helpful and annoying service and the same goes for communication. Have you ever ended up on an email marketing list? The ones where they just won’t leave you alone, sending email after email, day after day. Don’t be that guy.
First off, it’s Bellman, not Bell Boy. Please stop calling them Bell Boys! Now that we’ve covered that, notice that we’re not talking about “should you tip a bellman”… because the answer is unequivocally YES! You should tip a bellman.