Secrets to Delivering Five-Star Guest Service
By Simon Bajouk Concierge, Ritz-Carlton Montreal | December 22, 2013
Having spent some six years behind the concierge desk of some of Montreal's finest hotels, I like to think that I have my guest service methodology dialed down to an exact science. These methods range from the fairly ordinary, from something as simple as addressing a guest by name, which can make all of the difference as opposed to an impersonal formal greeting, to some more complex hospitality strategies.
I break my approach down into six separate concierge skills and abilities that demonstrate a personalized experience and guest satisfaction, which serve to ensure that each and every guest feels that they are one of a kind. The skills and abilities that Ritz-Carlton Montreal concierges must employ on a regular basis are Experience Customization, Gift Giving, Character Judgment, Empathy, Leadership, and Professional Presentation.
Upon learning of a guest's particular preferences, detailed personal information is entered into our hotel's database to assist in serving them in the future. These preferences can range from usual requests such as desired room view, dietary restrictions or a preferred newspaper, to the more unusual.
This focus on experience customization is an integral part of the Ritz-Carlton's guest service philosophy, and repeat guests will be delighted to find that their favorite beverages or snack foods are waiting in their room for them upon their next check-in, among other meaningful perks we make sure they receive during their stay.
Of course, the guest experience can only be improved upon if the guest is allowed to give feedback on the experience that they have received. I recommend that my clients be given an opportunity to express their feelings and comment upon how their stay may have been improved upon. Oftentimes, this will lead to invaluable advice as to how the hotel's customer service program as a whole might be run even more efficiently.