I just came back from St. Charles, MO( just ouside of St. Louis) and my wife and I had a wonderful weekend of actual Customer Service. At the suggestion from my future daughter-in-aw, we stayed at Embassy Suites, where she happens to work. She ran the Manager Reception Party in the evening. From the minute we arrived, we felt that the Customer Service was going to be a very good experience. We were not disappointed. These are the points that we noticed and liked.
POINT: Greet the Guest before they reach the check-in and walk them to the check-in counter.
POINT: Constant eye contact (when not on the computer) and smile at all times.
POINT: If an answer to a question is not known, tell the Guest you will find the answer for them and then go find the answer.
POINT: No matter what the position the employee is in, have them make eye contact with the Guest and offer a greeting.
POINT: When the Guest calls the Front Desk or any other Department, make sure the employee answering the phone is smiling. Try it. One can tell from the voice inflection that the person answering the phone is smiling.
POINT: If a Guest walks past the Front Desk, ask them if they need anything or ask how is their stay so far.
POINT: Anticipate what your Guest might need and ask them if they know of the extra services that you provide such as, a special rate from a taxi company for a trip to the airport or a ride some where in their shuttle.
For more go to http://www.lvpublicity.com. Send your questions or comments or training requests to gary@lvpublicity.com
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