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go a long way. Team members should be personable, approachable and caring toward guests.
Whenever possible, greet guests in their own language and use their names throughout the interaction. If a guest’ s last
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name is difficult to pronounce, don’ t stress! They likely know this and will happily help get it right. Just making the effort shows respect and attention to detail. Likewise, encourage team members to ask thoughtful questions at the right moments. Small but meaningful gestures can turn an ordinary interaction into something memorable, setting a hotel apart from the competition.
It’ s impossible to please every single guest, but empower teams to focus on delighting at least one guest per day. Encourage them to go above and beyond, making that guest’ s experience truly special and memorable. By fostering this mindset, staff will naturally
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elevate the guest experience, one personalized interaction at a time. The Power of Exclusiveness Each hotel is distinct and should have unique services and amenities to offer— those tailored, exclusive touches that aren’ t necessarily meant for every guest. The key is to be perceptive: observing behavior, picking up on verbal and nonverbal cues and adjusting the service approach accordingly.
Consider F & B: A restaurant team should be able to distinguish between a business lunch that demands fast, efficient service and a family of four with two young children who need extra attention and care. Perhaps the business
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lunch would benefit from being held in a private dining room for added confidentiality. At some point, the team will need to step up and deliver that unique, exclusive experience that makes a property unforgettable.
Proactive efforts can significantly improve guestsatisfaction metrics, including“ guest love.” In today’ s hospitality landscape, these metrics are critical for both independent properties and hotel chains, alike.
By listening and empowering a team to deliver personalized, thoughtful and exclusive service and experiences, the guest journey is not only enhanced, so too is the hotel and its team members.
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