Letting Your Hotel's Unique Personality Shine Through in Each Guest Interaction
By Ed Blair, General Manager, The Curtis - A Doubletree by Hilton
Guest service is at the core of what we provide; our "product" as an industry. In determining how each individual hotel defines service, we must know our unique independent brand. As hotel leaders, we must ensure that our building, our staff, collateral and marketing all reflect the level of service and message that we want to communicate to our guests. To start, we must ensure that all hotel staff members are treated with great worth, value, dignity and respect. To truly drive results and deliver fantastic service, we must find the right people, treat them well and hold them to high standards.
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Great Guest Service is a Combination of a Reactive Plus Proactive Strategy
By R.J. Friedlander, Founder & CEO, ReviewPro
The methods we use have changed, but the cornerstone to great hospitality stays the same: great guest service and great guest experience. While service resolution has traditionally been in reaction to guest complaints after the fact, today we have can proactively catch issues or needs much earlier in the stay and deliver better results than ever. With the tools to gather guest feedback via a number of channels from various touchpoints and the processes to action operational and service improvements accordingly, we can leverage a combination of reactive and proactive methods to deliver exceptional guest experience.
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