Creating “Wow!” Experiences
By Marcus Nicolls Senior Vice President and Business Unit President, Partners in Leadership (PIL) | December 21, 2014
Co-authored by Mattson Newell, Area VP & Leadership Consultant, Partners In Leadership
Want to create a "Wow!" experience for every guest every time? Start by having an "ah-ha!" experience of your own, right now. Consider this fairly routine situation:
An elite guest member checks into your busy hotel. While checking in, he makes small talk and laments the fact that he just realized he left his dinner jacket at home, a jacket he really needs for an awards gala at your hotel later that evening. The desk clerk says, "That's too bad. I'm really sorry." hands the key to the guest, and the guest walks on thinking no more about the conversation.
What's missing from this experience? Let's have a little fun with this multiple-choice quiz: (Select all that apply).
a. The desk clerk did everything exactly as trained.
b. The desk clerk should have proactively suggested a solution to the guest's need, such as the men's shop next door.
c. The desk clerk could have recommended the on-site concierge as a solution provider.
d. All of the above.
e. None of the above.
While the correct answer may have been any or all of the above, the difference between good and exceptional-between a content guest and a Wowed! guest-wasn't really on the list. Regardless of your answer, we have found that what produces significant and lasting results generally involves exceptional actions. And how you encourage those exceptional actions in your hotel has a great deal to do with what your employees believe in their hearts and minds-a subject we will address below.
Encouraging the Exceptional