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Every manager in the hospitality filed has a great chance to create a positive impression on the hotel’s guest.
Exceptional Customer Service is always about the customer — it’s understanding and responding to their needs — making them feel special.
Here are 4 simple step I identified to help the managers to remember how to GIVE exceptional customer service each and every time they interact with customers.
Greet: Greet every customer with a smile, make eye contact. This lets them know you see them and are ready to help. Asking “how may I help” rather than waiting for people to approach will create a positive experience. Greet your customers in a friendly and approachable manner and adjust your tone according to their needs
Interact: Listen carefully to each customer’s request. Are they looking for help? Do they have a complaint? Be careful not to jump to conclusions about their needs, and never take their comments personally. Remember, customers often don’t express their needs clearly and ask their real question. So make sure you listen to the real question behind the question.
Choose your attitude
Verify: After you have listened to understand their needs, make sure your actions address their opportunity or concern? It is often a good idea to confirm with them what you have heard and then whether the solution you propose will address their need
Express Thanks: Always say “thank you” — it makes all the difference. Customers often express thanks when they receive help from a house keeping staff or change from a reception, but it really should be your team expressing thanks to your customers for their business. Letting your customer know their business is appreciated is an essential part of making them feel welcome and valued.
These all the techniques we are applying to the Qurum Beach Hotel to make our customer happier.
Thanks & Regards,
Shafiq Rahman|Hotel Manager|
Qurum Beach Hotel, Al Qurum, Muscat, Sultanate of Oman
|Ph # +968-24564070| Fax: +968-24560761 |Mob: +968-99470124|
Good customer service involves developing bonds with customers, hopefully leading to longterm relationships. It creates advantages for both customers and the business alike. Customers benefit because the business is providing a service that meets their needs. The business benefits because satisfied customers are likely to be repeat customers. They will stay with the business. However, good customer service is not easily achieved. It takes time to establish. It requires investment to deliver consistent standards
