Monthly Archives: October 2014

Service Recovery

Service recovery is a critical part of the overall quality of customer service and of course the success of any company.

There are multiple aspects one must consider when properly training staff. First is to what level the company will allow employees to address service recovery, if and when service recovery is necessary,  and of course recognizing to what extent is allowed.  

Also the staff needs to be trained in properly addressing the customers needs so that service recovery isn’t necessary. 

Customer Retention

When a business becomes lethargic in customer service skills, the entire company loses loyal customers and the bottom line suffers.

Employees must be properly trained in customer service, interpersonal relations, and intercultural communications. It is imperative to remind them that the ‘house’ must be like opening day everyday!

Perception Is Reality

In the hospitality industry, it is imperative to project a positive attitude at all times.

The guest is at your establishment to forget about their worries and are not there to absorb yours.

To veer from 100% 5 Star Service such as projecting a negative or even “bad” attitude lessens the impact of the entire experience for the guest. This in turn has a direct impact in the credibility of the company and its integrity.

Proper training and development can help ensure that your employees produce that 5 Star service.

5 – 10 Rule

The 5 – 10 Rule.

The 5 10 Rule is known far and wide in the hospitality industry. However, many employees fail to continuously practice this simple yet crucial customer service skill.

When a guest arrives at the doors, there is an expectation of being treated well. The 5 – 10 Rule which properly acknowledges a guest sets the stage.

Within 5 ft. Of a guest, eye contact and a verbal greeting is required and within 10 feet eye contact and visual acknowledgement is required.

This acknowledgment is very appreciative to the guest and let’s them know that the property practices these skills. This allows the guest to be less hesitant when asking for assistance.

Practice the 5 – 10 Rule!!

Customer Service 101

Due Diligence

It is everyone’s responsibility to practice due diligence when proactively anticipating the needs of a guest.

There are a few situations in which the guest is hampered by incorrect information. However, when the information is not actively seeked and a guest is hampered or delayed, the integrity of the employee and the company suffers.

Examples are special betting limits, ability to have a reserved game, special privileges, and/or reservations.

I will get into this more as the blog continues to grow.

STAYING ON THE M. A. R. K.

INTRODUCTION

Hello.  My name is Chaz Wellington and I look forward to creating this blog and sharing my knowledge and insight.

I will start this blog off with one of my core beliefs.

Stay on the….

M ake time to listen

A lways be fair

R emember where you came from

K eep an open mind

~Chaz