Guest Service Perfection Through Team Actualization
By Larry Mogelonsky President & Founder, LMA Communications | May 17, 2015
As a pillar of any hotel operation, guest service requires constant attention to ensure that its delivery exceeds current guest expectations. At its core, though, guest service comes down to your staff and the willingness of each team member to deliver his or her very best in all work duties. The proper intrinsic motivations are required to attain his level of perfection. In order to promote a corporate culture with this mentality, hoteliers must appeal to each employee's sense of actualization and their internal need to derive personal success from helping guests in whichever way is required.
Perfecting your guest service delivery is a perpetual task. As consumer behaviors change and expectations rise, so too must we adapt to the times. Thus, improving guest service should be a foremost thought each and every day.
This area of operations – which I deem paramount to customer satisfaction and, directly related to this, long-term success on the balance sheet – involves many inanimate elements such as inscribed protocols, available resources and technological enablers. However, your effectiveness inevitably comes down to your personnel and their intrinsic motivations to do their jobs to the best of their abilities – primarily in this case, making guests feel satisfied with their hotel selection.
Hospitality is about people interacting with people. No new features, nuanced details or technological innovations will change this core precept. If a staff member isn't motivated to help guests to his or her fullest, then everything else unravels.
As seasoned hoteliers, we all understand this ideology in one version or another. But knowledge is different than action. As such, when it comes to the integral relationship between staff motivations and guest service delivery, there is nevertheless a vast expanse of room for improvement.
Chiefly, when we talk about how guests 'feel,' we are insinuating our collective aspiration for consumers to attach a positive emotion with our properties and brands. In order to achieve this, we need to go above and beyond expectations in any way, shape or form, lest we fail to break through the contemporary guests' hardened shell of apathy. While mishaps can result in negative press and exceeding expectations will earn you praise and loyalty, the middle zone of mediocrity – of apathy – gives you nothing.