What do you do to make your guest feel good about their experience?
by Jeri M. Riggs Hospitality Factors, Inc. www.hospitalityfactors.com
I recently participated in a discussion on LinkedIn around how to make a guest feel good about their experience. It's a valid concern for hotels and restaurants. Many establishments say ..."we're your home away from home". I suggest you make it your goal to create a stay that exceeds 'home'. Give them more. They already know what it's like to be "home" and if they wanted that, they'd probably still be "home" (unless business plans require otherwise). Teach your employees to anticipate how each guest is feeling when they arrive. Do they have kids or pets in tow; are they arriving late at night and did they call for driving directions (which means they may already be frustrated); is this their first experience at your hotel or restaurant; are they calling for room service five minutes before closing time; etc. Teach your employees what 'empowerment' means and how to experience being a hero. Don't require them to say "I have to check with my manager" and please...forbid them to say "no problem". Instead, encourage them to say "my pleasure and thank you". This is Customer 101 to all of you.
