Category Archives: On My Mind!

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

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EXPANDING INTERDEPARTMENTAL KNOWLEDGE

Teamwork and efficient communication is of course crucial to the success of any organization.  Introducing to and teaching the policies and procedures of those departments that work closely with you can help improve productivity.

Increasing productivity by increasing interdepartmental knowledge not only helps maintain the companies integrity, but it also helps provide five star customer service.

A great example is human resources. Human resources is the glue that holds the company together and inherently works with every department.  The table games department works with every department and must maintain efficient communication. It is also important for our department to be familiar with each departments procedures. This helps insure true five star customer service.