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E-mail: [email protected] |
by Harry Nobles, June 2000
A training program is only as good as its follow-up. An effective follow-up phase includes several things:
A recent experience with a hotel client is an excellent example. Working with department heads, managers, and supervisors, we first established precise guest service standards and introduced them to the staff in one-on-one training sessions. Once the staff knew exactly what was expected of them, we implemented in-house follow-up and reinforcement training combined with a regular �shopping� program and careful tracking of guest comments. The results have been very rewarding. Over a period of several months, guest satisfaction scores have increased significantly, and the consistency of service delivery has been conspicuous. I suggest that you make follow-up an integral part of any training you conduct. The program should begin immediately, be continuous, and most definitely include your management team. |
Harry Nobles Hospitality Consulting
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Also See: | If You Disagree With Your AAA Rating�../ June 2000 |
Are AAA Ratings Always Accurate and Objective / May 2000 | |
The Unsung Heroes / Feb 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 | |
Remaining Hospitable in an Inhospitable World / August 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 | |
Mobil Travel Guide Announces 1998 Mobil Four-and Five-Star Award Winners / Jan 1998 | |
Are Your Employees Checking Out As Fast As Your Guests / Setting Up an Effective Training Program / Harry Nobles / May 1999 | |
The Legend of the Pineapple / Harry Nobles / Feb 1999 |