Guest Service: Setting the Bar to be Better Every Day
By Nancy Obstler General Manager, Embassy Suites by Hilton Charlotte Concord Golf Resort & Spa | April 07, 2019
In my role as a hotel general manager and when serving in hospitality sales and marketing, I have had the opportunity to interview hundreds of job candidates for a range of positions. Throughout my 28 years in the hospitality industry, I have found that just as the dialogue during the job interview is very important, so is the body language of the potential new hire.
As you are considering a candidate, ask yourself: will this individual be a good fit for interacting with hotel guests? Do they make a nice first impression? Do they naturally smile? Are they polite and hospitable? Do they easily make eye contact? Are they enthusiastic to be here? Will they work well with staff?
A hotel's reputation can be maintained, improved or tarnished through associates' interactions with guests. The candidate interview process should be respected and sufficient time given to the discussion with the person being considered, as you, and others that may be conducting interviews, evaluate if the individual will be a good fit.
Although new hire orientation and regular training can help to provide for learning industry best practices, my experience has been that the individual must have the desire to do the job well. A bad hire can potentially result in lost business. Hiring right can help to open the door to countless possibilities for both the individual and the hotel.
Setting the Bar