What Makes You Think Your Service Is Great?

Ask yourself three simple questions

There is a lot of talk about providing great service in the hospitality business, about making your guests feel special. We all want it yet so few places deliver it! In fact, when you ask managers what good service is, you won’t get a very straight answer.

Hotel Service

Instead, you will get a bunch of vague platitudes about being friendly and “taking care of our customers’ needs.” All very nice, but how often can you truthfully say that your service is not just good, but exceptional? Not just exceptional, but outrageously great?

The hype, the posturing, the positioning, marketing, the promotions, and the advertising must take a back seat to good old-fashioned service.

Ask yourself these questions:

  1. Can you deliver the goods?
  2. Can you back up the position you’ve claimed?
  3. Are you who we think you are?

Everyone says they give good service. And everyone probably means to offer customers a great experience. But most have no system in place with standards, measurement, and rewards.

There is a lot of talk about providing great service in the hospitality business, about making your guests feel special. We all want it yet so few places deliver it! In fact, when you ask the managers what good service is, you won’t get a very straight answer. Instead, you will get a bunch of vague platitudes about being friendly and “taking care of our customers’ needs.” All very nice, but how often can you truthfully say that your service is not just good, but exceptional? Not just exceptional, but outrageously great?

Great service is partly intangibles. It’s people who treat you like a real person, not as an indistinguishable unit passing through their property. It’s a friendly tone of voice good body language. It’s a personal connection, not a “professionally friendly” employee. It’s personal recognition.

In this chapter of the Hotel and Resort Marketing Bible you will also learn:

• more on how to define great service,
• how to determine what a customer is worth to you,
• why customers leave,
• the ten commandments of customer service, and
• whether or not your hotel’s policies are customer friendly.

Please note: I reserve the right to delete comments that are offensive or off-topic.

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