By Vincent P. Magnini
This publication provides concepts that mirror the immense and sundry event of the authors. they've got produced an array of powerful visitor delight suggestions from which even the main veteran hoteliers can research and gain. With this useful, easy-to-use publication, there is not any have to sift via pages of narratives that allows you to establish actionable strategies and methods that may be utilized on the property-level. The ebook provides one distinct and actionable purchaser pride approach on each one page―a worthy characteristic for busy managers.
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Additional info for A hotel manager's handbook : 189 techniques for achieving exceptional guest satisfaction
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.
Lastly, because adults learn through repetition, daily shift huddles can be concluded by reminding the group of one core value of the company. The values can be rotated; for example, if a company has eight core values then each one would be discussed every eighth day. 26 A Hotel Manager’s Handbook #16 Technique #16 Ingrain the Ten Feet Rule During new employee orientation, it must be emphasized to all new employees that they must greet guests whenever they pass within 10 feet of them. It is never acceptable to not greet a guest.
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.