Hotel Online  Special Report
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Are Your Guests Better Informed 
Than Your Staff?

E-mail:  [email protected]
April 2001

One of my pet peeves involves asking  an employee a  question and not getting a correct answer.  This applies to employees in any business, not just hotels.  In the interest of honesty, however, I must admit that I do hold hotel employees to a higher standard.  They are, after all, in the hospitality business.  
 
One of my favorite examples is asking for  directions to a local site and being told that the employee doesn�t know.  I am often tempted to ask if the employee was born in the hotel, and has never ventured outside. 
 
Ask Harry and Cheryl
We encourage readers to email us with questions on ratings, guest services, design, decor, etc. We'll directly respond to your questions. Email Harry and Cheryl
Another irritation is asking an employee about the hotel�s  facilities and being told to �go ask someone else."  Why don�t they know?  I believe if they work in the hotel, they should know about the hotel. I do not believe this is an unreasonable expectation.

To be fair, there is a lot to know about any property, its facilities, and  hours of operation, not to mention the local area.  I do not expect every employee to know everything every time, but I do expect more than �I don�t know� or �ask someone else�.  An acceptable alternative is an offer to get the requested information for me.

When this happens, I  thank the employee and tell them I will find out for myself.    After all, I am not really looking for information; I am only testing the employee�s knowledge and �hospitality quotient."    As a �Professional Guest� and mystery shopper, I ask only questions to which I already know the answer.  

Your guests, however, ask questions to get information.  They want and need a correct answer.  If you are not already doing so, I encourage you to ensure that your staff knows this and is committed to being able to correctly answer guests� questions.  By the way, the only thing worse than no information is incorrect information.  Be sure your employees have accurate and current information. 

A regularly updated Employee Handbook is one way to accomplish this.

Today�s guests are better informed than ever.  They often arrive at your property after having studied your web site, read  brochures you sent them, and with the AAA TourBook in hand.  They know a lot about your hotel; your staff should know more.

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Contact:

Harry Nobles Hospitality Consulting
POC:  Harry Nobles
E-mail:  [email protected]
Phone:  757-564-3761
Fax:        757-564-0076
Credentials: 

  • Former head of AAA Lodging/Dining Ratings Program. 
  • An independent consultant serving the hospitality industry. 
  • A Special Training Consultant to the Educational Institute, American Hotel/Motel Association
Also See: Are U.S. Hotels Rated Differently From Other North American Hotels? / April 2001
The Design Theme - AAA / Mobil Ratings Connection / March 2001
Attitude Can Make the Difference / January 2001
How Should Casino-Hotels be Rated? / Dec 2000
Does AAA Rate Resorts Fairly? / Nov 2000
Is Your Property Suffering From Design Deficiency? / Nov 2000 
The Future of AAA Ratings / September 2000
What Is Your Optimum AAA Rating / August 2000
If You Disagree With Your AAA Rating�../ June 2000
Are AAA Ratings Always Accurate and Objective / May 2000
Creating Atmosphere / Jan 2000
What is "Atmosphere"? / December 1999
Maintaining Your AAA Rating / Nov 1999
Earning a AAA Rating vs Maintaining a AAA Rating: Which Is More Difficult?  / Oct 1999
Can Outstanding Service Offset Hotel Physical Deficiencies in the Rating Systems? / Harry Nobles / June 1999 
Consistency: The Hallmark of a Fine Hotel / September 1999
Who Should Train Your Employees  / Aug 2000 
Mobil Travel Guide Announces 1998 Mobil Four-and Five-Star Award Winners / Jan 1998 
Key to Success: Training + Follow-Up / June 2000
The Legend of the Pineapple / Harry Nobles / Feb 1999 
To Harry Nobles Hospitality Consulting Index Page

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