SEEING LEADERSHIP WILLING
TO DIVE IN ALSO REASSURES
STAFF THAT THEY ARE
SUPPORTED
Acquerello
Restaurant
Seeing leadership willing to dive in
also reassures staff that they are
supported”. Most importantly, Mark
emphasizes continuing to show great
care to everyone who arrives. It may
be busy for us, but this is someone’s
unique, personal experience. Their
interactions with staff should reflect
that”.
Regardless of capacity staff seems
to be the essential element when it
comes to a hotel operating smoothly
at peak times. If they are overworked,
busy or rushed then these feelings will
likely be passed on to the customer,
so supporting them in as many ways as
possible is essential for the managers.
Preparing staff through training,
supporting with refreshments, breaks,
88 ILHA
and snacks, having staff meetings twice
daily to increase communication and
ensuring everyone pulls their weight
are essential to a fully functioning
staff. Asking for staff suggestions may
be another way to improve customer
service during full capacity at busy
times. After all staff are the ones who
are likely to identify problems first.
It is likely that the customer knows
when a city of hotel is busy, and
while they may accept longer waiting
times, the staff interactions are still
one of the most important aspects to
ensuring a comfortable and memorable
stay. A small but genuine apology
for any delays, taking the time to
interact and connect with customers,
and useful tips to avoid the busier
spots in a city can truly transform a
guest’s experience from crowded to
unforgettable.
About the author
A travel writer based in Thailand,
Laura specialises in Luxury travel and
Asian destinations. Originally from the
UK, Laura has lived between Thailand
and Japan for the last 6 years, and
traveled extensively through most
of Asia. In November 2016 Laura
published her third book, a 237 page
guide book called Luxurious Chiang
Mai showcasing the best places in
Northern Thailand. Her writing can be
found at www.luxurychiangmai.com