The Ultimate Arrival Experience

welcome-matMany hotels have valet service, bell service, and a good team at the front desk but still fail to provide a great arrival experience.The main problem is that the three teams do not work together as one team with the guest’s interest at heart.  While the valet attendant, the bellman, and the guest service agent may all do a great job individually, the guest sees the arrival as one experience and may be frustrated.

The solution is communication…  communication between associates and to the guest.  Here is how the ultimate arrival experience takes place:

A guest pulls up to the hotel and is immediately greeted by the valet attendant.The valet attendant welcomes the guest to the hotel and offers luggage assistance.  The valet attendant does the normal tasks such as filling out a luggage ticket and asking the guest his/her name.  The valet attendant loads up all of the luggage onto a bell cart and escorts the guest to the front entrance of the hotel.  The valet attendant is then ready to hand off the guest to the waiting bellman.

Here is where the first important communication is required.  The valet attendant should introduce the guest to the bellman and the bellman to the guest by saying something like “Mr. Smith, this is John.  He is going to assist you with the check in and then escort you up to your room”.  We also recommend that the valet attendant discretely hands the bellman a small card with the guest’s name on it.  Hopefully, the valet attendant got the guest name when the guest first pulled up.

Now the bellman can escort the guest to the front desk to check in.  Again, here is where communication is key.  The bellman should introduce the guest to the GSA and the GSA to the guest by saying something like “Hello Lisa, this is Mr. Smith.  He has a reservation for this evening.”  Again, the bellman can refer to the card the valet attendant gave him if the name is difficult.  Lisa can then handle the check in while the bellman waits off to the side.  Once the guest is checked in, the bellman is ready to escort the guest to the room.  The bellman can escort the guest to the room, tell the guest about the hotel’s amenities, and thank him/her for staying at the hotel.

Continue reading

TrueGuest Service Tips for Every Hotel!

Logo_Mark-Five_Diamond_Hospitality copy2We are very fortunate to be able to stay at some of the top hotels, including some amazing five diamond properties.  While your hotel may not have the staffing budget of a five diamond hotel, there are still plenty of service tips that everyone can learn from the five diamonds.

Here are some tips for providing five diamond service that does not cost much:

  1. Teach all of your associates the phrase ‘my pleasure’:  When a guest says ‘thank you’, associates at top properties always respond with ‘it is my pleasure’.  Other properties respond with ‘you’re welcome’ or ‘no problem’.
  2. Every associate must be guest focused instead of task focused:  At a three diamond hotel, a housekeeper held up the elevator that I was in to wait for her friend so they could go to lunch together.  The next day at a five diamond, an engineer who happened to be walking near an elevator saw me walking down the hallway and automatically pressed the elevator button.  The engineer was aware of my need as a guest.  The housekeeper was only aware of her own need for a lunch break.