Delivering the Service Experience - Chapter 4 ; The Check-In Experience
The Check-In Experience
Technique 45
Use Strong Verbal Greetings at Check-In;
A front desk associate should never address a guest with the phrase ‘checking in?’ Such a greeting does not engender a spirit of hospitality. Would an initial greeting to a visiting friend at your home be ‘staying with me?’
Technique 46
Eliminate the View of Employee Trashcans;
A trashcan does not engender a sense of hospitality. Trash- cans used behind the front desk should be positioned so that guests cannot see them.
Technique 47
Offer Infused Water at Check-In;
During prime check-in hours, keep a beverage dispenser of infused water in the lobby area. Guests can be instructed to help themselves to the water that can be infused with flavors such as strawberry or cucumber.
Technique 48
Dispense Information on Tour Bus;
If your hotel has tour buses staying at the hotel, have a representative get on the bus before the guests disembark. The hotel representative will have an opportunity to welcome the guests to the hotel, explain outlet hours, and any perti- nent information regarding their stay. If they have to wait in line to give a credit card, they can be instructed at this time. Once they enter the hotel you will lose the “togetherness” of the group.
Technique 49
Designate a Children’s Check-In Spot;
If a significant number of family check-ins are expected on a given day, designate a spot at the front desk with a sign reading ‘children’s check-in’ and place a step-stool at the spot so that children can see over the front desk. As a component of the children’s check-in, the child could be asked if s/he would like to provide a signature on a document. Such a signature request might be the first time the child has ever been asked for his/her signature.
Technique 50
Use High Quality Pens at the Front Desk;
Always have an ample supply of high-quality pens at the front desk for guests to use while checking-in. At least one person per group must physically touch the pen. The use of a high-quality pen is a subconscious signal of attention to detail.
Technique 51
Incorporate a Guessing Game for Children;
Keep a cardboard box with a hole in it behind the front desk. When a child is checking-in with parents, if the front desk is not too busy, ask the child if s/he would like to feel inside the hole and guess what the box contains. If the child guesses correctly, then s/he wins a prize. Unique objects such as a pine cone can be the touch-item in the box. Prizes can be small trinkets ordered from a vendor such as Oriental Trading Company. Or, a series of three boxes can be set-up and if the child guesses all three items correctly then s/he can be issued a certificate.
Technique 52
Offer a Pet;
When a child is checking-in with parents, ask the child if she brought a pet. When she says ‘no’ ask her if she would like a pet for the duration of her stay. When she says ‘yes’ then let her pick a fish from a fish tank and put it in a fish bowl in her guestroom.
Technique 53
Have Word Search Puzzles and Coloring Sheets at the Front Desk;
Welcome the children checking in as well as the adults. Surprise them with a word search puzzle or coloring page directly relating to your hotel. Such items occupy the child’s time as well as make them feel welcome.
Technique 54
Offer a Sticker Treasure Hunt;
At check-in, young children can be given sticker books. They can collect more stickers for the books by either visiting various locations around the hotel or by visiting local attrac- tions. This effort, in essence, serves as a treasure hunt by means of the sticker book.
Technique 55
Host a Nutella Party;
On a day with a large number of family check-ins, a sign can be placed at the front desk announcing an evening Nutella party for the children.
Technique 56
Offer a Dog Training Class for Children;
If someone on the management team has a well-trained dog, then s/he can periodically place a sign in the lobby read- ing ‘Dog Training Class at 4:00 PM.’ The manager can bring his/her dog and demonstrate some of the commands that the dog knows for the children.
Technique 57
Allow Guests the Opportunity to Jog with Members of the Management Team;
At check-in, guests can be invited to go on a group jog with a member of the hotel’s management team at a set time in the A.M. The group jog can occur every morning by rotating the responsibility between several members of the manage- ment team who enjoy jogging. Conversations during the jog will help solidify bonds between the hotel and guests.
Technique 58
Roll Out the Red Carpet;
Periodically roll out a red carpet near the entrance of the hotel (or inside the lobby leading to the front desk). Manage- ment can be creative with the signage which can read “Wel- come to Hotel X, where red carpet treatment is the norm” or “Red carpet treatment at a value.”
Technique 59
Offer Treat Bags for Pets;
How you treat a guest’s pet is very important. If a guest pays for a pet to stay at a hotel, then the pet is likely consid- ered a member of the family. Create a treat bag, distributed at check-in, which contains a treat, directions on where to take the pet to go out, a poop bag, and the “rules” for the pet room.
Technique 60
Remember Pet Names;
Front desk agents should be taught to record pet names in the guest history section of the property management sys- tem. Along with the pet’s name, the agent should also insert a short (3–4 words) physical description of the pet. When the pet revisits, s/he should be addressed by name.
Technique 61
Offer Aromatherapy;
If a guest mentions that s/he is stressed for any reason (e.g., travel or work frustrations), offer him/her a plug-in aro- matherapy treatment that can be used in the guestroom to relieve stress.
Technique 62
Offer Free Upgrades on Occasion;
If a guest mentions that s/he is stressed for any reason (e.g., travel or work frustrations), offer him/her a complimen- tary upgrade to a suite-style room (if available).
Technique 63
‘Google Image’ Guests with Unique Names;
If a front desk agent has some downtime between tasks, then s/he should be taught to search the arrival list for guests who have visited in the past and who have unique names (e.g., Vincent Magnini). The agent can then “Google Image” those names so that the guest can be greeted by name upon arrival.
Technique 64
Create a Strategic Alliance with a Car Wash;
The hotel could establish a strategic alliance with a mobile waterless car wash provider. Each front desk associate can be empowered to select one incoming guest each day and ask them if s/he would like a complimentary exterior car detailing during their stay. Conversely, the 10th guest checking in every day could be made the complimentary offer to help ensure fairness.
Technique 65
Record Guests’ Preferences;
Repeat guests want to be recognized. Frontline staff should utilize the computer system to keep information on the guest’s desires such as room type, location, favorite drink, etc.
Technique 66
Drive Bookings to the Proprietary Website;
If a front desk agent sees that a regular guest is using a 3rd party OTA to book his/her room, the agent should inform the guest that equivalent rates can be found on the hotel’s propri- etary site. It should be explained that the savings in fees and commissions by the hotel would be used for additional guest services and amenities.
Create: Mar 14, 2020 Edit: Aug 13, 2020 Hotel Management
Persian
