A hotel manager's handbook : 189 techniques for achieving by Vincent P. Magnini

By Vincent P. Magnini

This publication offers concepts that replicate the big and sundry event of the authors. they've got produced an array of powerful visitor delight thoughts from which even the main veteran hoteliers can research and profit. With this sensible, easy-to-use e-book, there is not any have to sift via pages of narratives with the intention to determine actionable strategies and techniques that may be utilized on the property-level. The publication provides one specific and actionable buyer pride process on every one page―a necessary characteristic for busy managers.

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Extra info for A hotel manager's handbook : 189 techniques for achieving exceptional guest satisfaction

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In fact, some of these small players do not even use written evaluation forms. It is the sections of the form and the priorities and goals tailored for each associate through the use of the form that help create and reinforce a culture of excellence. It is this culture of excellence that ultimately translates into high guest satisfaction and loyalty. This culture of excellence is completely independent of a hotel’s scale. That is, the proper use of feedback and evaluation can be used to foster service excellence just as easily in an economy brand as in a luxury brand.

Frontline Employee Feedback and Evaluation 51 As we know, feedback and evaluation can come in many forms in a hotel. Verbal feedback can and should be offered everyday. If you see someone on your team do something well, then tell him/her that it was done well… If you see someone on your team do something poorly, then tell them him/her that it was done poorly, and also provide the education and tools so that it can be done better in the next attempt. With regard to written evaluations, as suggested by the techniques in this chapter, the standard form on which to complete all associates’ written performance evaluations should contain a section evaluating customer service.

Daily shift huddles should be documented because they are more likely to occur and are more likely to be taken seriously with documentation. Key verbal and nonverbal customer service cues can be rotated through as huddle topics. The differences between on-stage and offstage behaviors can also be discussed in the huddles. Frontline Employee Training 25 Research indicates that guest surprises are key drivers of satisfaction. Specifically, a recent study found that when a blogger includes the word ‘satisfied’ when detailing his/her hotel experiences on a hotel review blog, then s/he is about 30 percent likely to recommend the hotel to a friend.

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