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Market Corporate Anniversaries
I'm New, Please Be Nice To Me
Phone Manners and Customer Service
Market Corporate Anniversaries
Here's an idea. Identify your corporate clients and then keep track of their company anniversaries. A month or so before the event, suggest an anniversary celebration to your corporate contact. You will expose more people to your hotel and maybe even other decision makers who are not familiar with your property. You could also give out certificates for a discounted or value added weekend away package to every attendee.
I'm New, Please Be Nice To Me
My friend Max Hitchens, the Hotel Doctor, tells the story about a new
employee working in a hotel restaurant. Her name tag said trainee. Max's companion called her over and suggested she change her name tag. He even wrote the new tag for her in magic marker. It said "I'm new, please be nice to me." Within minutes the restaurant was filled with friendly laughter with
everyone was calling her over to read her "new" badge and tell her what a
great job she was doing. What an enjoyable experience for both the customers and new person.
To learn more about The Hospitality Doctor,
visit his web site at www.hospitalitydoctor.com
Phone Manners and Customer Service
Has this ever happened to you? You are at the reception desk of a hotel, or
any sales counter for that matter. You are checking in, checking out or buying something.
After waiting (and waiting) it is finally your turn to be served. Just as you begin
to speak the telephone rings. The receptionist or sales person immediately answers the telephone and proceeds to take an interminable amount of time looking after the needs of the caller who, you feel, has just jumped ahead of
you!
Turn the tables and watch your customers smile. When you're with a guest and the telephone rings, tell the caller a guest just walked in and you get to them as soon as possible. Tell the in person guest that you are just wrapping up the call. It's all the little thing that make great guest service.
If you enjoyed this newsletter, please recommend it to your friends. Also if you have any tips of your own, questions or comments, please let me know by going to our Comments page.
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