News for the Hospitality Executive |
by
Osvaldo Torres
Cruz,
September 2011 In the Experiential
Hospitality is important to get to know
the guest in order to design personal experiences based on the
generation of
positive emotions and feelings that will remain imprinted in his mind
and
heart. The most efficient source to
obtain information about a guest is, without a doubt, the guest
himself.
Therefore, accessing to the guest becomes the driving force behind the
need to
establish bonds and relationship with him. However, we often wonder
about the
best way to achieve our purpose. There is an economical
and easy way : establish a conversation. I would like us to
stop for a while to think how long we dedicate to talk with our guests.
Unfortunately, not always we have in mind the need to chat face to face
to demonstrate
our true intention of getting to know him, what does he need, and
overall, make
him know how important it is for us to listen to his answers. I presently know and
suffer the impact of a very intense work operation, marked by the need
to offer
standardized services and unfortunately with less than enough staff.
This
situation makes us to lose valuable opportunities to use services such
as
conversational spaces, enabling us to create the proper framework to
listen and
observe his body expressions, allowing us to capture the whole message
that we
are looking for.
¨ Dear Guest, talk to me...¨ This is a phrase that opens
the way to demonstrate to the guests how interested we are in listening
to him.
Thus, we can obtain access to his most inner world full of valuable
emotional
and behavioral data, which we will use to guide him to achieve his
desires and
aspirations. In the Experiential
Hospitality we must establish a dialogue with the guest who
will find that we use his words to
anticipate his needs and meet them. This will give us new opportunities
to
engage in future two- way dialogues that will serve us to generate
genuine and
lasting bonds. |
Contact: Osvaldo Torres Cruz Hotel Butler [email protected] http://hotelguestexperience.blogspot.com
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