|by Harry Nobles, February 2000
When we focus on maximizing guest satisfaction and earning or maintaining
AAA/MOBIL ratings, we tend to give primary attention to front of the house
employees who meet and serve guests directly. We train them to smile,
make eye contact, address guests by name, and provide consistently superior
service. Nothing wrong with that; it makes perfect sense and produces
While we continue to train guest contact employees to do all the right things, we must not overlook back of the house staff, whom I sometimes consider “unsung heroes." Many hotel employees never meet a guest, never render a service directly to a guest, and are never mentioned in a guest comment card or letter. These employees do, however, have significant impact on guest satisfaction.
The quality of support that a pantry worker, storeroom clerk, dishwasher, or payroll clerk provides the front line worker can greatly influence that worker’s attitude, level of motivation, and ability to deliver superior guest service. The degree of recognition and appreciation that a back of the house employee receives has a similar impact on attitude.
I encourage you to include back of the house employees in your guest service, hospitality & courtesy, and other front of the house training. It is equally important that you include them in your recognition and incentive programs.
Never let your “unsung heroes” forget:
“In the hotel business, if you are not serving a guest directly, you are supporting someone who is."
Harry Nobles Hospitality Consulting
|Also See:||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|