All the employees who work for your hotel are in the customer service business. Although their jobs may differ, they all have the opportunity to offer memorable service that brings patrons back time and time again.
Opportunities for Excellence
To take your hotel’s service to the next level, consider extending customer service training to include these professionals too . . .
- Front desk personnel, whose customer orientation plays one of the biggest roles in pleasing guests, building your brand, driving repeat visits – and more.
- General managers, who need tact and skill to resolve customer issues. When customers say, “I want to speak to the manager,” your person in charge should know how to turn disgruntled guests into customers for life.
- Hotel technicians and engineering staff, who visit guest rooms to resolve issues regarding heating and cooling, plumbing, television use and Internet access. Their attitudes and skills are critically important in creating a quality experience.
- Housekeeping staff, whose attention to detail and interpersonal skills are critically important.
- Concierges, who have the unique opportunity to provide patrons with access to exceptional experiences at restaurants, theaters, and sporting events.
- Food and beverage workers, whose skills and attitude are critical. Training can help assure that everyone – including the servers in your restaurants and coffee bars – knows how deliver great service. Also remember to include room service servers in training programs.
- Hotel event and meeting planners, whose sales and customer service skills make your hotel a top choice for conferences, meetings, weddings and social occasions of all kinds.
- Health club, poolside, spa, and golf staff, whose efforts can dramatically increase the number of repeat visits that your facility attracts.
- Parking attendants and bell people, who are uniquely positioned to create a great first impression for your hotel and offer exceptional service to patrons as they depart.
- Babysitters and childcare professionals, whose efforts can establish you as a preferred hotel for families that travel.
Maximizing the ROI on Your Investment in Hotel Training
After reading the checklist above, you might be thinking, “Won’t it be expensive to create training programs for all those different positions?”
The answer is, not necessarily. We can work with you to design extremely cost-effective training programs that can teach customer service skills to many different staffers at the same time. The result? A dramatic improvement in customer service at a very reasonable cost.
To learn more, call Dan Black, Tortal’s Vice President of Business Development and Client Engagement, at (704) 502-0343.