We 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:
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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’.
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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.