How do you create customer service procedures for hospitality?

It's good to take a moment to step back and assess where there could be improvements and what has worked before coming up with a way to improve on services.

In my experience working in customer service field, Managing with an open mind. We all know that we can never please everyone. complaints opens new door for positivity and learning. It allows you to improve and strengthen team to do better. It’s an opportunity to teach new techniques in to achieving the only goal “Customer Satisfaction”. Training staff effectively is through establishing goals, and collaboration. Allowing them to get involved with the procedures, empowers them to develop their skills and sense of responsibility. Creating surveys coming from guests to see if we’re able to provide them with the best experience. As a leader openness is the key to a successful service.

Creating customer service procedures for hospitality involves several steps. Here's a general guide to help you get started: 1. Define your customer service goals: Identify the specific customer service objectives you want to achieve. For example, improving guest satisfaction, increasing repeat business, or reducing complaints. 2. Understand your target customers: Gain insights into the needs, preferences, and expectations of your guests. Conduct surveys, analyze guest feedback, and study industry trends to better understand your target audience. 3. Develop a customer service policy: Create a policy that outlines your organization's commitment to delivering exceptional customer service.

I agree to this! Establishing the brand is the key for the success of the business. You are not only proving the product but also showing them the exponential service from your establishment. It creates boundaries and uniqueness that only your business is capable of, from the wide range brands of hospitality businesses.

Knowing your brand values and instilling them in your employees is as important as having SOPs as guidelines to help reach solutions faster and with confidence when dealing with guests.

Training isn’t a one-time event during onboarding but an ongoing process to ensure teams continually improve their skills and adapt to evolving customer needs. It keeps them up-to-date with industry trends and changing customer expectations. It empowers them with the knowledge and confidence to handle complex situations effectively. Empowering your staff to make decisions and actively seeking their input is essential. It boosts their morale and brings fresh perspectives and innovative ideas to the table. By involving them in decision-making, you tap into their expertise, which can lead to more creative and customer-centric solutions. This creates a workforce that's competent and passionate about delivering exceptional customer service.

The other component I try to keep in mind when training is to make sure I understand what a team member is thinking/feeling as they go through the training. Throughout the process I get a pulse check "Tell me what you're thinking as you do this" or "What's going through your mind?" gives my team member the chance to share concerns, tell me if they get a different feel then what I'm trying to train on. I can use that information to refine my techniques going forward

It's also essential to recognise that fostering a culture of continuous learning and improvement is key to sustaining excellent customer service. Encourage your staff to actively seek out opportunities for self-improvement. Encourage open communication where employees can share their experiences and suggest improvements to existing processes. This makes your staff feel heard and valued, increasing job satisfaction and motivation to excel in customer service. While technical skills and knowledge are crucial, the ability to empathise with customers and understand their emotions can elevate the service experience. Encourage your staff to develop EQ through training as this can lead to stronger customer relationships and loyalty.

I agree with this but in addition to the tools mentioned, you should not forget the power of qualitative feedback. Besides customer feedback, you should also engage in conversations with your frontline teams, as they often hold valuable insights into the customer experience. They are the ones who have to follow systems and procedures, and they are well placed to provide useful and pertinent feedback on them. Their firsthand observations can pinpoint areas for improvement that data alone may not reveal. Continuous assessment and adaptability are keys to staying ahead. By combining traditional metrics with cutting-edge technology and on-the-ground insights, you'll be well-equipped to elevate your service and boost customer satisfaction.

Keep improving your Customer Service by continuously training your teams, trying new techniques, and gathering feedback from guests, employees, and partners for a well rounded view on daily operations.