On going Guest Service Training is the key to having happy and satisfied guests.
Guest Service and Front Office employees are the general point of contact to help guests get the information or service they need to make their stay enjoyable. However employees from other departments will at some point come into contact with a guest whether it’s assisting them with directions, helping them with their luggage, handling complaints or simply saying “Good Morning”. Some team members do so with great confidence and others maybe too shy which can result in bad customer service.
To build confidence in the team to provide excellent guest service you need to train and support them. Inform them on what and how they should respond to a guest. Ask your team what is excellent service? Why is it important to make a good impression?
To ensure that your guest are receiving “service excellence” and that they recommend or return to your establishment develop your team with training’s such as giving directions, knowing what and where the facilities are, what activities are available, how to respond to a complaint, how to handle a phone call etc.
Here are some short training’s on guest service standards to use for your daily briefings.
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