Hospitality Tip of the Week™: Focus on Confidence Building

Education is the ability to listen to almost anything without losing your temper or your self-confidence. - Robert Frost

Two weeks ago, I shared a bit of my background in my various roles as an educator and hospitality executive and discussed the value panelists who are peers to the group. These kinds of panels can dramatically increase interaction, audience participation and achieve the end result of communicating the desired message.

In that recent column, I included a sampling of questions I used at a very successful program on Guest Service for an international organization. The panelists were either experienced operating general managers and/or owners of properties of different sizes, locations, service levels and prices.

I asked readers if interested in the answers to these questions, and I am pleased to include some of the panelist and reader responses in the recap below.

Sample Questions & Answers

1. How do you define excellent Customer Service?

  • Personalized attention
  • Staff that is trained to actively anticipate guest needs by watching and listening
  • The WOW factor that is felt by every guest and every staff member

2. How do you compete with the brands or chains that offer a 100% guarantee? (Looking for specific examples)

A guarantee program must be from the heart to make them work; a brand cannot teach attitude

  • We review every guest comment card, letter and Trip Advisor posting at both department head meetings (in recap form) and with hourly associates so everyone understands their role and how important they are as individuals
  • Every hotel should strive for 100% satisfaction of every guest
  • Even if there are problems, the response of a caring staff can often build repeat business

3. We often hear that line level employees feel they do not have enough empowerment to succeed at their jobs. What do you do at your hotel?

  • Some big box brands allow their staff up to a certain cash amount to refund or credit – that may or may not build loyalty or satisfaction. It's not always about refunds, but addressing concerns.
  • We train our staff to actively listen – it has made a huge difference.
  • Staff must be empowered, especially on the desk.

4. Who follows up at your hotel if there is a problem? What about the guest who has already left and you learn about a problem?

  • The GM or a very senior manager should be the one to follow up
  • Follow-up needs to be better defined; at our hotel, the GM literally calls the guest as an example of concern, sends a handwritten note and the guest will literally receive a monthly reminder of our interest in giving them the best. It has a great record of success.
  • Safety and security issues are always considered priority areas in our training and this focus can resolve a situation before it becomes something that goes into the legal system.

5. Can you share some examples of providing excellence in service in areas outside of the front office?

  • Van drivers can play a huge role in meeting unexpected guest challenges
  • The housekeeping team works to greet every guest they see- even if the language is a challenge, the smiles are contagious
  • Our banquet servers have found ways to make even large groups feel they are being attended to as if at a smaller table, by more interaction, small table touches and team service that allows more personalized attention.

As mentioned in the first article, these HOTELIER HELPING HOTELIER panels can have a major and positive impact on an overall program, but they must be well moderated and the panelists set at ease, especially if this is their first time to participate. I will cover some other topics next month – reader input is always appreciated.

Success does not come by accident or chance. Contact us for assistance – [email protected] or 602-799-5375HospitalityEducators.com was created to help hospitality businesses address problems via a training and information resource site to help you increase your Hotel's revenue, market share and profitability. With more than 800 pages of tips, guides, best practices, strategies, plans, budgets, videos and resources, HospitalityEducators.com is the number 1 website for independent hotel owners and managers. This site can help you solve your problems now! Read More

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KEYS TO SUCCESS™ is the umbrella title for my 2011 programs, hospitality services and columns. This year's writings focus on a variety of topics for hotel owners, managers and professionals including both my "HOW TO" articles, HOSPITALITY CONVERSATIONS™, Lessons from the Field™, Hotel Common Sense™ , THE P-A-R PRINCIPLE
™ and Principles for Success.

John Hogan is a successful hospitality executive, educator, author and consultant and is a frequent keynote speaker and seminar leader at many hospitality industry events. He is CEO and Co-Founder of HospitalityEducators.com , which has more than 2000 resource pages and has become the #1 independent website for hotel owners and managers. He is also the Principal of HoganHospitality.com , which offers hotel expert witness services and hospitality consulting..

Contact us for assistance – [email protected] 602-799-5375 HoganHospitality.com : [email protected]

KEYS TO SUCCESS™ is the umbrella title for our programs, hospitality services and columns. This year's writings focus on a variety of topics for hotel owners, managers and professionals including both my "HOW TO" articles, HOSPITALITY CONVERSATIONS™, Lessons from the Field™, Hotel Common Sense™, THE P-A-R PRINCIPLE™ and Principles for Success.

All rights reserved by John Hogan and this column may be included in an upcoming book on hotel management. This article may not be reproduced without the expressed permission of the author. The opinions expressed in this article are those of the author and do not necessarily reflect the views of this publication.

John Dr. John Hogan CHA CMHS CHE CHO
Dr. John Hogan CHA CMHS CHE CHO

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