By Vincent P. Magnini
This publication offers concepts that replicate the massive and sundry adventure of the authors. they've got produced an array of powerful visitor pride ideas from which even the main veteran hoteliers can study and profit. With this sensible, easy-to-use e-book, there isn't any have to sift via pages of narratives so that it will establish actionable strategies and methods that may be utilized on the property-level. The e-book provides one particular and actionable shopper delight approach on each one page―a helpful characteristic for busy managers.
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Extra info for A hotel manager's handbook : 189 techniques for achieving exceptional guest satisfaction
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. It is this culture of excellence that ultimately translates into high guest satisfaction and loyalty. This culture of excellence is completely independent of a hotel’s scale. That is, the proper use of feedback and evaluation can be used to foster service excellence just as easily in an economy brand as in a luxury brand. 52 A Hotel Manager’s Handbook #39 Technique #39 Incorporate Service Assessment in Performance Evaluations The standard form on which to complete all associates’ written performance evaluations should contain a section evaluating customer service.
The answer is obvious. Frontline Employee Feedback and Evaluation 51 As we know, feedback and evaluation can come in many forms in a hotel. Verbal feedback can and should be offered everyday. If you see someone on your team do something well, then tell him/her that it was done well… If you see someone on your team do something poorly, then tell them him/her that it was done poorly, and also provide the education and tools so that it can be done better in the next attempt. With regard to written evaluations, as suggested by the techniques in this chapter, the standard form on which to complete all associates’ written performance evaluations should contain a section evaluating customer service.
In addition, when you let him/her see the work area and tasks, s/he may decide this is not a good fit or might become more excited about the prospect of working there. 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: ___________ A Hotel Manager’s Handbook: Technique #13 21 #14 Technique #14 Incorporate a Slideshow During an Interview When interviewing a job candidate, if the interviewer is pleased with the performance of the candidate, the interviewer should complete the meeting by showing the candidate a slideshow on his/her laptop.
A hotel manager's handbook : 189 techniques for achieving exceptional guest satisfaction by Vincent P. Magnini