I guess you all think your properties are making heartwarming, unforgettable and breathtaking “welcomes”.
If you are an island resort, cold towel, a pineapple/coconut cocktail and a flower boa is expected and it is done by all your competitors, if you are a ski resort hot towel and mulled wine are the basics, city hotels are not more creative with chocolates or welcome tea/coffee. Said that I emphasize that all this above is expected and it is a must to welcome a guest up to their satisfaction. Forgetting about one of those will end up on the front page of TripAdvisor – you will be informed for sure!
Where do you aim? Up to the guest satisfaction? Or maybe you should aim ABOVE it?
Personalized service is the key to delight. Mr. Jones won`t be delighted if Mr. Smith received the same treatment on the welcome. Mr. Jones wants to be treated differently. Mr. Jones wants to be recognized and well known. Mr. Jones wants you all to know that apparently he hates pineapple and is allergic to flowers so you need to come up with something else. It is Mr. Smith`s first visit, he likes your welcome however he stayed on another island a week ago and the scenario is quite the same. Is there any chance you can impress him?
Too much focus on welcome drinks/ gifts etc., too little time spent on training staff.
An exceptional welcome is purely based on genuineness of your team members. How long does it take you to recognize a genuine and a fake smile? Second?! Guess what, guest can do it too. Smile is expected, fake or not – expected. Spend some quality time with your teams to first of all highlight the importance of a true smile. Lead by example – don`t give them fake smiles. Keep the atmosphere in your team fresh and healthy, care about them. Their faces are mirrors, reflecting their leaders. Arrange their jobs in a way that when the guest arrives they can totally “devote” to the guest`s requests without the stress that besides this, they need to do this and that. Prepare a scenario with particular questions that will allow your colleagues to meet and exceed guests expectations. How? :
Scenario A) You are one of the Bali resorts, you had guest`s details before arrival so you know his flight was from Dubai and he is arriving 6 pm.
“Welcome Mr. Jones, we know you had a long flight so we will do a quick check in for you. If you would like to unwind after the long flight our spa offers “Jet lag treatment” and they are opened until 11 pm. In case you are hungry we also keep a quiet table in our restaurant for a peaceful dinner”. – what happened here – we see he may be tired so we don`t want to bother him too much, flights are not always comfortable so we offer a particular spa treatment and it is 6 pm – so he may be hungry – and we even keep a table for him – recognition given all the way thru. Do you really think a tired guest cares about your welcome drinks and flower boas?
Scenario B) We are in London, it is Mr. Smith`s first time – we have no details as his secretary wasn`t very cooperative. Mr. Smith arrives at 2 pm and approaches the desk.
Receptionist asks for the ID and start registration process. Meanwhile:
– I see Mr. Smith that this is your first time with us, is it business that brings you to London this time? <– she will obtain soon a crucial information: PURPOSE of the stay
– Yes, business, attending a building material fare.
– Since it is business, I would like to recommend you our all day dining restaurant Cantina Blanca that is perfect for business lunches with 5 private areas. I also noticed you have a laptop, in case you would like to connect it with the LCD screen you will find cables located in the second drawer of the desk and the wificode is 12345. – what happened here – we found out the purpose and now we can easily guess his needs, this allows us to make tailor made recommendations, noticing his laptop indicates that we pay attention to or guest and he don`t need to ask – wow, staff guessing what I need!
I have stayed in plenty hotels and trust me, most of the welcomes were the same, dry check in and that`s it. The look on the receptionist`s face is priceless “oh you are my age/ younger, I don`t have to interact with you”. Sometimes a longer interaction – because they need to know when will I release my room on the check out date. And I am talking worldwide known hotel chains.
You can type typical 6 scenarios and train your teams accordingly. It is not the drink, the gift, the flower, the fruit, the chocolate that is the most important here, it is how genuine you are, how do you recognize the guest and how do you personalize the service. Than comes all the rest. Being exceptional is the real luxury of the hotel. Keep pampering and delighting your guests!
Need help with scenarios or training? –> firstname.lastname@example.org