Wednesday, April 1, 2009

Real Customer Service

Do you think that could be useful to make sure to often advise every one of our hotel employees about the guest adventure or ordeal they go through before they arrive to their room?

As I see it not many hospitality professionals think of what happened to our guest before we have the chance to say hello to them

Is hard for some people to take the time and imagine if our guest have had a good experience coming to the hotel, for example:

Was able to pack with enough time? 
Was able to find the right transportation to the airport? 
Was the driver friendly, serviceable, courteous and did not over charge?
Was the porter friendly, serviceable, courteous and did not over charge?
Was the airline tickets counter person friendly, serviceable, courteous, problem solving and did not over charge?
Was the immigration officer friendly, serviceable, courteous, problem solving?
Was the security officer friendly, serviceable, courteous, problem solving?
Was the server interested in giving you good service in the airport restaurant?
Was the people at the airplane door friendly, serviceable, courteous, problem solving?
Was the flight attendant doing an effort to give him a good filing experience?

And then, 

Was the immigration officer friendly, serviceable, courteous, problem solving?
Was the Customs officer friendly, serviceable, courteous, problem solving?
Was the baggage service efficient and fast?
Did they loose any bags?
Was the airline baggage friendly, serviceable, courteous, problem solving when they did not find the baggage?
Was able to find the right transportation to the Hotel? 
Was the driver friendly, serviceable, courteous and did not over charge?
How was the traffic and driving conditions?
Was the porter at the hotel friendly, serviceable, courteous, problem solving when he learned that they did not find the baggage at the airport?
Was the front desk person friendly, serviceable, courteous, problem solving?
Was the room as you expected?
Did they say that they don’t have the room ready?

So do no be surprised if a guest arrives at the hotel very unhappy, we should be able to perceive it.

Don’t you agree?