Category Archives: Hospitality In-Depth

INTANGIBLES BEYOND THE OBVIOUS

Often times the spectrum of customer service ends up in a frustaneous circle.  The hospitality industry is ever-changing and a close eye must be kept on keeping up with those responsible for solid five star customer service.  The tools that we give our employees are only as valuable as the intended use of said tool.
Just as an empty hotel room brings zero revenue, the same can be said for the space that a dealer maintains, an area that a server maintains, the desk of a marketing executive, or even the routine of a valet attendant. If there are  poor or non-existent customer service skills, then the business will likely lose a potential or existing loyal guest. Just as a bat is worth only a few dollars to a novice baseball player, it is worth millions to a professional player.  The same can be said for hospitality employees in that their customer service skills are worth millions to the business, but the employee is worth little with improper customer service skills.
When we train our employees in customer service, we must do a better job in making sure they understand that we are giving them valuable tools.  That these tools are valuable to them for their further success and to the company’s success as well.
If you have any questions, please email me at charles.a.wellington@gmail.com
https://charleswellington.wordpress.com

Announcement of Next Post

Teaching a new dog old tricks and the importance of morale. 

The next post will be in two parts.

The first will consist of my thoughts on training employees to provide the best possible customer possible and how difficult it can be to select the best candidates.

The second part consists of information concerning employee morale and how it affects a company’s integrity. 

 

 

Communication

This post deals with a major component of a company’s success in overall customer service.

Communication is vital and a lag in this communication could mean losing a loyal guest or a potential loyal guest. Much of the information flow concerning players comes from marketing and it is imperative that it is relayed to the appropriate tables games and/or hotel personnel. This information includes but is not limited to credit availability,  special limits,  trip time,  and/or any specific needs during their stay.

Often times,  there is a lag in information flow which causes table games personnel to take valuable time to confirm various information. Even worse,  a player shows up at the table only to be told that he/she has no availability whether credit or front money. This should never happen as due diligence shall eliminate this problem.  When this does happen,  it causes unnecessary tension between player and table games personnel. 

Mind you,  when credit and/or front money is established,  it does take a few minutes for the availability to show as the host must enter the information. The point that I am making here is that it would behove marketing personnel and/or the player’s host to notify table games personnel that the player is on property.  Of course all pertinent information would be included. Most importantly,  inform the player how the process works if they are unaware.

In conclusion,  keep communication and due diligence priority when proactively anticipating the needs of guests.

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!

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.