54. Don't Show Favouritism to Your Kids/Guests

I have often said that hotel guests are like kids - ignore them and risk getting them upset. If we do not pacify them when they are grumpy, they may end up screaming and pulling their hair out for not getting the attention they seek.


The Executive Assistant Manager of a famous resort in Mauritius was seen greeting several tables of guests during breakfast, as part of the usual round of "courtesy calls". In all fairness, perhaps the EAM was going to continue with the other sections of the restaurant when he remembered there was somewhere else he needed to be or something of greater urgency he had to tend to.


Regardless, some guests at the "ungreeted" tables felt as if they were not of importance, or worse, as if they were being discriminated.

Later that morning, the couple who was settling their check-out at the reception made a pointed remark about how the resort manager was not being fair in his treatment to all the guests. They added with some hint of sarcasm, "While it is not that we needed for the manager to come over, we were wondering if he has certain set of criteria before deciding which guests to say hello to?"



Reflective thoughts: The guests were left with a less-than-satisfactory feeling after perceiving that the attention they had received was less than the others. What could have been done to ensure a more desirable outcome?


Think of other examples in your daily interaction with the guests or clientele. What should we watch out and be mindful about? What can help and what not?

Comments

Post a Comment

Popular posts from this blog

1. The Service Bank Concept

Put simply, it is an analogy of how a service interaction makes you – the guest, client or customer – feel.  Just like your bank account, the feelings experienced can be negative (a withdrawal or minus), neutral (status quo  or zero), or positive (a deposit or plus).  In each and every service interaction, whether a hotel stay or flight experience, a retail or house viewing encounter, a phone reservation or bar experience, there is the bland and disappointing (minus), or the thoughtful and extraordinary (plus). Expected service – even if good, garners a zero in the Service Bank. (e.g. Getting a clean room upon check-in or the restaurant hostess extending a standard   welcome doesn’t count as a service deposit. However, should there be a strand of hair on the bed or if the greeting was done half heartedly without eye contact, these would amount to a withdrawal in the service bank.) To illustrate further, each plus is represented by a heart 💖. The more hearts, the mor...
Read more

132. Post-Stay Surprises

What are some mention-worthy post-stay surprise you have received from a hotel after you have returned home? Here are some of examples: The mailman arrived with a rather large package from this Bangkok hotel: packets of tom yum paste presented in a woven pouch with recipes of the signature tom yam soup. (The guest had ordered this dish on two occasions during the hotel stay.)  Front office manager at a Japanese property emailed the guest to ask if she was feeling better. The guest had a high fever the day prior to checking out and had requested for a doctor. Email greeting from a Thai resort, with a photo of the butlers standing in front of the villa (in which the guest had stayed), holding several hand-drawn signages with messages such as   "We miss you (guest name)",   "Please come back soon", and "Have a lovely day in (country)!" A handwritten thank-you card, signed by various departments. A personalised email greeting on guest's birthday six months...
Read more

134. Small Gesture, Big Impact

At NH Leidseplein Hotel in Amsterdam, guests are offered a coupon for a hot beverage or small glass of wine/cocktail should they decide to skip Housekeeping services for the day.  During the morning check-out, I returned the 3 unused coupons to the receptionist, who then asked if I would like to use it to have some coffee or tea. I thanked him, but informed I just had my cappuccino from the hotel restaurant.  Evan the receptionist then asked, pointing to the coupons:  "Is there anything you'd like with these?" , to which I replied, "What could you offer?"   He then asked what I would like and he would see what he could do. So I told him I was over at the lounge area writing some postcards with my niece and enquired if he could arrange for a plain croissant for her. He smiled and said he would give it a try.  After quickly informing his colleague he was stepping away for a minute, Evan walked to the breakfast restaurant which was just adjacent to t...
Read more