Everyone Works for the Guest or Someone Who Is and, Yes, That Means You
By Scott Hale Chief Experience Officer, Brand New Stay | April 06, 2014
Before we get too deep into the intricacies of a hospitality venue's culture, we should have a better look at our weighty statement. The first part is straightforward enough "Everyone works for the guest." That means the Executive Housekeeper, the Porter, the Bell Staff, the Controller, the Director of Sales, the Marketing Coordinator and anyone who has anything to do with the hospitality venue is, regardless of their core competency, working for the guest.
Now onto "or someone who is." We should make this exercise a bit more accessible by adding the language "working for the guest." So, "Everyone works for the guest or someone who is working for the guest" rounds out our proposition. This concept, at face value, is simple and dynamic.
Let's say that I'm working for the guest by carrying their luggage to their assigned room and upon arrival to said room they're not all that impressed. After a few quizzical glances, they ask me if the hotel has any other rooms available.
I don't know... But, I do know someone who does. I call down to the desk from the room phone and recruit my Front Desk Supervisor, Carrie. Carrie was writing the Front Desk team schedule for the Assistant General Manager to review, but she stopped immediately when she got my call. Why?
Because when Carrie learned that I was working for the guest, she began working for me. I'm the "someone who is" not the Assistant General Manager.
Now that we've defined our statement, we can take a look at how living this mantra will help you and your hotel not only identify, capture and retain guests, but will also make your business better by cultivating extraordinary guest experiences.