Delivering the Service Experience - Chapter 9 ; Service Failure Recovery
Technique 139
Ask About Travel Experiences;
Offering redress for problems not caused by the hotel can be a key driver of guest satisfaction. For example, if a guest mentions travel-related problems experienced before arrival, the hotel should offer an amenity or upgrade as an expres- sion of empathy and comfort. Front desk associates should be encouraged to ask guests how their trips were because doing so increases the probability of finding out about travel-related frustrations.
Technique 140
Thank Guests for Complaining;
All associates should be trained to thank guests when they voice valid complaints. Such a thank you encourage guests to communicate problems directly with the provider as opposed to posting complaints on social media forums. Thanking the guest for voicing the complaint also signals that the problem is less likely reoccur in the future.
Technique 141
Ask What Would Fix the Problem;
If a guest voices a valid complaint, after listening, empa- thizing, thanking the guest, and apologizing, the hotel asso- ciate should ask the guest what the hotel can do to fix the problem. Most guests will ask for very little which presents the opportunity to deliver more than what was asked—spawning guest delight.
Technique 142
Organize Recharging Cords;
Recharging cords for mobile electronics are perhaps the most commonly left items in the rooms; thus, most hotels have excess in lost and found since many guests never call for them. Therefore, the hotel should have a selection already identified by phone/computer type. When a guest asks where to buy one, or if they ask to borrow one from the hotel, they will be readily available for them to use with no hassle.
Technique 143
Be Ready for Clean-Up;
The front desk agent should always have immediate access to both cloth towels and paper towels and should be on the look-out for guests in need of them. They can be offered if a guest comes in from the rain, if an infant spits up, etc.
Technique 144
Have Shower Chairs and Bath Mats Readily Available;
While all hotels have handicap rooms, at times, an elderly person or a person with an ailment may want “more protection” while in the shower. A shower chair and rubber bath mats are good to have on hand.
Technique 145
Offer Hot Chocolate During Inclement Weather;
Whether driving or flying, guests’ stress levels increase significantly when they must attempt to travel in snow or ice. Hot chocolate should be available in the lobby in such circumstances.
Technique 146
Let Guests Keep Umbrellas;
The hotel should have an abundance of umbrellas at the front desk for guests to use when needed. If a guest says s/he will drive the car around and return it later, let them keep the umbrella (they can be purchased inexpensively at a dollar store).
Technique 147
Organize Unclaimed Items Suitable for Borrowing;
Many times clothing, belts, etc. are left in lost and found. If the items remain unclaimed, they can be used for guests to borrow if forgotten to pack. A closet, or part of a closet, can be dedicated to these items.
Technique 148
Be Informed About Guest Assistance Information;
Guests continue to have more special needs as it relates to medical and dietary. Ensure that desk and restaurant staffs have the basic knowledge to assist the guests with these concerns. The key is where to direct them so they can get the information they need, such as what restaurant serves the needed food; pharmacy information; dentist information; or medical emergency information. To have information ahead of time will help when the need arises so the situation can be dealt with immediately.
Technique 149
Have a List of Languages Spoken by Staff;
Many hotel personnel speak multiple languages. Have a list of any employee that speaks different languages. When there is a guest who needs additional interpretation it will be helpful to know who the employees are that can help them. With foreign travel getting stronger, this is very valuable to the hotel.
Technique 150
Have a System for Handling Verbal Communication Barriers;
If an associate does not speak English, then s/he should carry cards to give to the guest so when they ask a question, they can explain this and direct them to someone who can help immediately. The staff member can also have a pen and paper readily available to help facilitate communication; be sure there is a system in place for this sort of communication. To ignore the guest is a failure in guest service.
Technique 151
Recognize Employees for Exceptional Service Failure Recovery Efforts;
If an associate goes the extra-mile to solve a guest’s prob- lem, take a digital photo of the associate and write a few sen- tence narrative about what s/he did in the situation. Use the narrative and photo to make a small poster that can be hung in the employee break room.
Create: Jul 5, 2020 Edit: Aug 13, 2020 Hotel Management
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