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. . Five Tips to Improving Hotel Customer Service with User Generated Reviews . |
October 2007
Providing a consistent level of quality customer service is always a work in process for hotel managers. Couple that with the fact that the labor pool in many markets is relatively shallow and that turnover remains high as compensation remains low, and it is easy to see why some managers are reverting to the �fog the mirror� method of hiring! Understanding the sensibilities of a generation of potential employees raised on teams and that heavily participates in community sites like MySpace and FaceBook makes it easier to hire and motivate a customer service team. First of all we need to reflect the mirror back on hotels� traditional methods of training for customer service. In many hotels, training is focused on process issues; how to check in and check out a guest, how the reservation system works, how the equipment works and as an afterthought, oh yes, be nice to the guest. We fail to incorporate customer service training into the skill sets upon which the employee will be evaluated. We neglect to build in evaluations based upon measurable behaviors that impact the quality of the customer�s experience. We assume that they understand that they need to smile and make eye contact as well as say �how can I assist you� � don�t bet on it! Many of the individuals that we hire don�t check into hotels and have little experience with being a hotel guest except when they were on vacation with their parents. They lack empathy for what it feels like to be a hotel guest. Here�s how user generated review sites can help you improve customer service:
Managers and supervisors that express disdain for the reviews on the
user generated sites transmit to their employees that they don�t care about
the �community of guests� and if the manager and/ or supervisor doesn�t
care then why should the guest service associates!
Carol Verret Consulting & Training also offers Creating a Culture of Customer Service training for managers and associates. Carol Verret And Associates Consulting and Training offers training services and consulting in the areas of sales, revenue management and customer service primarily but not exclusively to the hospitality industry. To find out more about the company click on www.carolverret.com. To contact Carol send her an email at [email protected] or she can be reached by cell phone (303) 618-4065. View the Hotel Sales Blog at www.hotelsalesblog.com copyright © Carol Verret, 2002-2003 -2004 -2005 - 2006 - 2007 |
Carol Verret 5910 S. University #C-18, PMB 374 Greenwood Village, CO 80121 Telephone: (303) 618-4065 [email protected] Web Site: http://www.carolverret.com/ Email: [email protected] |