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. 

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!!