Guest Service: Real Issues Demand Real Plans
By Edward Reagoso General Manager, The Wilshire Grand Hotel | April 03, 2016
Oh, so you fear terrible reviews by some of your guests, you have had dining guests complain their meal was less than stellar, your market share is below what's acceptable, and you have some staffing problems to boot? Throwing money at issues like these won't often result in the fix and if it does it certainly won't be permanent. Real issues demand real plans and a strategic smile - yes, a smile. A smile can do miracles and affect everyone around you in a very positive way. The best way to deal with any issue is to be prepared and the best way to be prepared in our business quite frankly is to expect the unexpected and have your most important tool sharpened, clean, and ready to use.
How often have you asked yourself "why is this happening, every time I feel like I'm making real strides with my team I'm met with another challenge?" First of all, be glad. You're alive and these challenges usually don't all happen in the same day. If they do chances are you have a bigger problem than this article may address but the strategy will ultimately still help you!
Yes, it's kind of hard to smile after a poor review or when a guest complains that their dinner was less than stellar, or if you had a flat on the way to work BUT how you handle the guest and/or team member involved will indeed sway the results of the interaction and lead to either indigestion or perfection. Two nouns come to mind;
1) Empathy - the feeling that you understand and share another person's experiences and emotions.
2) Sympathy- the feeling that you care about and are sorry about someone else's trouble, grief, or misfortune.
Do you really know the difference?