How to Give Customer Service Your Guests Will Treasure | Ep. #217

If you operate a hotel, resort, inn or bed and breakfast you should know your number one priority for success is offering great customer service along with an unforgettable guest experience. Here are some basics to help reach this goal along with some wonderful examples.

If you operate any type of hospitality property, your number one priority for success is great customer service.

Great customer service is an essential aspect of the hospitality industry. The level of service you offer can make or break your hotel, resort, inn or bed & breakfast, so it is imperative that you fine-tune your policies until you hit near-perfection.

If you don’t, you will lose potential and repeat guests.

“Social media raises the stakes for customer service”.

In the old days, if a guest or customer was happy with your service they would tell 3 people. If not, they would tell eleven people. Today, with the advent of social media. If someone is not happy with an aspect of your service, within a day tens or even hundreds of thousands could see this on their timeline.

Hospitality property owners/managers need to instil best practices for their employees to follow.
By understanding the following best practices, you and your employees will ensure your customer service reaches a standard that’s not only acceptable to the general public but will also confirm your status as a quality establishment.

Begin with a warm welcome

First impressions are everything.

The first step you need to master and to teach your employees is the appropriate customer greeting. This will be your guest’s first face-to-face contact and could set the tone for their overall experience.

A good welcome needs to be warm, polite and informed but not fake. If the greeting is overbearing or suffocating it could make a guest feel uncomfortable. It is really important to find a healthy balance, so your guests walk away from the check-in more content and happier than when they arrived.

In a past episode, I talk about the importance of hiring the right staff. If you would like to refresh your mind then visit How to Interview for Great Employees.


Continue reading for more of what you can do and to see a few stories of great customer service, from a number of different sources including one of my own...

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