Unique Staff Engagement Program to Enhance the Guest Experience
By Chrissy Denihan Chief Comfort Officer, Affinia Hotels | April 22, 2012
With hotel occupancy on the rise in 2012, it's important for hotels to deliver stand-out customer service and experiences. In the hospitality industry we understand that guests are often outside of their comfort zone, looking for a place to call home. To satisfy these desires, we at Affinia Hotels have gone back to the basics with customer service to engage in a way that makes guests feel like family, not customers. We launched Tender Loving ComfortSM (TLC) in 2011 to hone in on service, increase engagement and encourage feedback to better enhance the guest experience. It's a unique effort that goes beyond traditional customer service to ultimately enrich the guests experience at every interaction. Here's how to get started on your own unique customer-service program.
Create a Task Force
To increase guest service and engagement, create a special task-force team. This can include anyone who will play an integral role in the program. This might include marketing, advertising, c-suite executives, operations and of course, human resources. I highlight human resources because it is key to hire the right staff. If we're aiming to make people feel like family, smile and be happy, we must hire and train people who can deliver this customer service.
Next step is to evaluate the strengths and weaknesses of your associates, front-line staff and anyone who will interact with guests. Determine with the task force team what the service goals should be, how the associates can better achieve them, and teach everyone how to deliver against the goals.
We get better through education, so I suggest incorporating service trainings that will motivate and inspire the staff to achieve the goals set out for them within your service programming.