Twenty-three impressive upper classmen, majoring in hospitality management, are now enrolled in my special topics course on Hotel Customer Service at Drexel University. Since service creates a competitive advantage, I asked them, “What does great service look like?” After compiling responses from an interactive class discussion board, followed by an in-class debate, my students came up with a universal set of four service standards that can be applied to any business.
1)Be genuine & sincere
In order to provide excellent service you need to genuinely care about the person you are serving. This goes beyond a smile and a warm welcome.
Tip: Innate sincerity should be easy to detect at the time of an interview. It’s worth your time to find someone who possesses the hospitality gene, rather than someone who has matching work experience.
2)Provide a personalized experience
Think of every guest encounter as the beginning of a new relationship rather than just a one-time transaction. Make the customer feel as if they are the only person you’ve helped all day. You’ll be sure to impress every time!
Tip: By storing pertinent data in your customer relationship software (CRM), you’ll easily remember that it is Mr. & Mrs. Smith’s 50thwedding anniversary. Now go make them feel special!
3)Anticipate needs
Challenge yourself to engage the customer before they ask for your help. Make it your goal to remain one step ahead of them.
Tip: Do you know that it’s forecasted to rain and your guest doesn’t have an umbrella? Do you know that a new vegetarian restaurant opened down the street and a guest with a dietary restriction is about to check-in?
4)Act promptly
A customer should never have to speak with multiple people to get their question answered or to have a task successfully completed. Although you might need to do some behind-the-scenes legwork to come up with the right answer, the customer can spend their time elsewhere, hopefully enjoying your business, rather than wasting their time in line or on the phone.
Tip: Stay in communication and make the customer aware of what you are doing to take care of their needs. This way if the resolution isn’t as prompt as you had expected, the customer will see that you are actively working on their behalf.
What additional Service Standards would you add to this list? Please feel free to comment!