By Vincent P. Magnini
This booklet offers innovations that replicate the sizeable and sundry adventure of the authors. they've got produced an array of powerful visitor pride suggestions from which even the main veteran hoteliers can examine and gain. With this sensible, easy-to-use ebook, there's no have to sift via pages of narratives as a way to establish actionable strategies and techniques that may be utilized on the property-level. The publication offers one distinctive and actionable purchaser delight process on each one page―a valuable characteristic for busy managers.
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Additional resources for A Hotel Manager’s Handbook: 189 Techniques for Achieving Exceptional Guest Satisfaction
Intense competition in the hotel sector mandates that guests feel appreciated for their business. Replies to ‘thank you’ such as ‘no problem’ do not communicate appreciation or leave a lasting impression. We already practice this technique This technique would not be suitable for our operation We practiced this in the past and need to jumpstart We should implement this technique Assigned to: ________________________ Projected Date of Implementation: ___________ 38 A Hotel Manager’s Handbook: Technique #27 #28 Technique #28 Set the Tone During the Reservation Process When a guest makes a reservation via the hotel, it creates a great opportunity to get them excited about coming to the hotel.
The slideshow should include pictures of team members and pictures of them interacting. While viewing the pictures, stories can be shared regarding how the team members have been developed to be key players. We already practice this technique This technique would not be suitable for our operation We practiced this in the past and need to jumpstart We should implement this technique Assigned to: ________________________ Projected Date of Implementation: ___________ 22 A Hotel Manager’s Handbook: Technique #14 #15 Technique #15 Reinforce Reputation During an Interview When interviewing a job candidate, if the interviewer is pleased with the performance of the candidate, the interviewer should make a point of telling the applicant about some of the accolades won by the hotel, the brand, and/or the management company.
While large hotel management firms have likely already adopted this practice, it is our understanding that there are many small regional management firms as well as independent hotel operators that may not include a section of customer service feedback on all written evaluation forms. In fact, some of these small players do not even use written evaluation forms. It is the sections of the form and the priorities and goals tailored for each associate through the use of the form that help create and reinforce a culture of excellence.