News for the Hospitality Executive |
Pineapple Service: The Smallest Gestures Can Make The Biggest Impressions
by Roberta
Nedry, President. Hospitality Excellence, Inc. August 2012 It's the small things that matter. Big things come in small packages... it's the little things that count. This is especially true in the hospitality industry. The littlest efforts can make the biggest impressions. They show a degree of caring in the most simple and mundane of gestures and that everyday life moments matter... even when away from home or office. I call it "Pineapple Service" based on the pineapple serving as a symbol of a warm welcome and hospitality tracing all the way back to the days of Christopher Columbus and early days in the Americas.
At Spatopia, a local massage salon in Fort
Lauderdale,
massage therapists regularly share their enthusiasm for their working
environment, even with long days and lots of physical work. Since many
therapists work for more than one spa location, they share how much
they prefer
the Spatopia environment based on the caring commitment of the owner,
Sharon
Cappellazo. Employees noted how Sharon threw a Fourth of July party on
the
beach for all her employees. This extra effort and event, in the middle
of a
hot summer, meant a lot to her team, so much so that that enthusiasm
and
positive energy was massaged into the guest experience. Sharon
recognized the
spirit of sharing hospitality, warmth and caring with her employees,
would not
only benefit them but also the business. "Pineapple Service" in
action again, making employees feel appreciated, through the example of
leadership. And, sometimes adding ceremony to a simple
moment, can also
be an opportunity for Pineapple Service - making guests feel special.
At at
small Italian restaurant, "Romantica", in Colmar, France, near the
border of Germany, the waitress arrived at the table to carefully place
a
napkin in front of each guest, and then gently place a knife and fork,
at a
diagonal angle across the napkin. It added a touch of importance to the
guest
arrival. The table could have been set ahead of time, the napkin would
end up
on the guest's lap soon anyway, the silverware would be moved when the
meal
arrived, but the little ceremony of the napkin and utensils' arrival
added
extra impact to each individual guest's welcome. This was another small
gesture
that meant a lot and was memorable, far before the meal began. On the other hand, when these small efforts
are left out or
neglected, bigger upsets can occur. When arriving or departing a hotel,
if the
front desk staff seem aloof or uninterested, the pineapple can turn
rotten. The
simple misstep of focusing on the task at hand and not the human
emotion of
wanting to feel welcomed or thanked can lead the whole experience, even
all the
good parts, awry. The simple misstep of leaving water glasses unfilled,
leaving
only two towels when three guests are in a room, or even rushing to a
meeting
without time for greetings to employees, these simple little moments,
can
complicate the whole experience. Who is in charge of "Pineapple Service" in
any
hotel or hospitality environment? What are the existing services that
can
"grow bigger" in service impact with just a little bit extra thought
and care? Making memories just a tad more meaningful at less than
obvious
touchpoints is simple once this strategy is mobilized. Take a look at some of the following
guidelines in focusing
on "Pineapple Service" as a guideline for focusing hospitality teams
on the small moments for big results:
Sense the difference and enjoy the fruits of
your labor
during each stage of growth in the guest experience. Minor moments
become major
memories with minor efforts and major commitments. Those minor moments
can lead
to major contributions to the bottom line. Deliver "Pineapple
Service" and experience the sweet and succulent success of guest
satisfaction. Reprinted with permission from hospitalityexcellence.com and hotelexecutive.com. About the Author Roberta Nedry is President of Hospitality Excellence, Inc., leaders in guest experience management. Ms. Nedry has developed a unique 3D Service(sm) methodology to take guest service to the next level. Her firm focuses on guest, customer and client service, the concierge profession and service excellence training for management and frontline employees. To learn more about Hospitality Excellence programs, exceptional service and the new 3DServicesm Online training program - a New Dimension in Service Excellence, visit www.hospitalityexcellence.com. Ms. Nedry can be contacted at 877-436-3307 or [email protected]. |
Contact: Hospitality Excellence Roberta Nedry 877-436-3307 [email protected] |
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