Technique 176
Maintain a Clutter-Free Office;
All managers should keep their offices impeccably neat and orderly because doing so subconsciously signals the importance of cleanliness and attention to detail to associates.
Technique 177
Keep a Log of Guest Requests;
A culture must be fostered in which it is apparent to both guests and employees that management cares about guests and their requests. All guest requests should be followed up on. A good way to do this is to create a log (example below). Not only does this log help ensure follow-up, but it gives the manager an opportunity to review requests and see if there are consistencies so these issues do not continue to occur.
Technique 178
Be Visible and Converse with Guests;
Most guests appreciate meeting and conversing with managers. Managers should make it a point to either assist with check-ins or roam the lobby during peak check-in or check-out. Conversations with management help personalize the check-in/check-out process. Such interactions also often uncover leads for new business and set a good example for the associates regarding the importance of interactions.
Technique 179
Display Attention to Detail by Cleaning the Floor;
All managers should pick up lint and other small specks of debris as they move through the hotel’s public areas. While very small items on the floor are likely unnoticeable to most guests, picking them up signals attention to detail to associates.
Technique 180
Invite a Consultant to Hold Guest Surprise Clinics with Associates;
Hotel management should invite a consultant to the hotel to conduct a guest surprise clinic with associates and manag- ers. Facilitated by the consultant, the clinic would span two hours and would involve associates and managers collectively brainstorming free/inexpensive ways to surprise guests. Man- agement’s participation in the clinic would signal their com- mitment to the associates. The consultant could repeat the clinic in the am and pm to maximize associate and manager participation.
Persian
