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Last updated on 2024年8月12日

Struggling to maintain high-quality service in your hotel across all shifts?

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Maintaining high-quality service in your hotel is crucial, but it's a challenge that intensifies when you're trying to ensure consistency across various shifts. The reality is, guests expect the same level of service whether they check in at noon or midnight. As a hospitality manager, your goal is to meet these expectations head-on, ensuring that every guest's experience is seamless, no matter the time of day. Let's explore how you can address the common pitfalls that lead to service inconsistencies and establish a standard of excellence that endures around the clock.

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Nilton Camillo

Diretor de Opera??es | Superintendente de Opera??es | Diretor Geral | Gerente Geral
Gilvan Santos

??? ??????????? ?????????? ??? ????????? ??????? ????? | Apaixonado Pela Hotelaria | Gest?o Operacional Hoteleira |…
Greg Bradley, MBA

20+ Year Hospitality Leader | 4x Forbes Five-Star Award Winner | Hospitality Coach & Mentor | Keynote Speaker |…

1 Staff Training

Effective staff training is the cornerstone of consistent service delivery. Your team should be well-versed in your hotel's service standards and equipped with the skills to execute them flawlessly. This means investing in comprehensive training programs that not only cover the basics but also provide ongoing education to keep everyone up-to-date with the latest best practices. Remember, a well-trained employee is confident and capable, which translates to better guest experiences.

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Gilvan Santos

??? ??????????? ?????????? ??? ????????? ??????? ????? | Apaixonado Pela Hotelaria | Gest?o Operacional Hoteleira | Consultor Especializado | Gest?o Administrativa e Financeira | Lideran?a | Mentor | Empreendedor.
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O único caminho é o treinamento constante, colaboradores bem preparados e engajados ir?o manter os servi?os no topo da qualidade. Escuta-los para entender onde podemos aplicar melhorias no ambiente do trabalho e em equipamentos também deve ser uma regra.

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2 Communication Flow

Clear communication is vital in maintaining service quality. Ensure that there are solid protocols for shift changes , where information about guest preferences, special requests, and any issues are passed on efficiently. Consider implementing brief but focused meetings at shift handovers, and utilize technology to keep a centralized record of important guest information that can be accessed by staff across all shifts.

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3 Employee Engagement

Engaged employees are more likely to go the extra mile to provide high-quality service. Foster a positive work environment where your staff feels valued and heard. Regular feedback sessions and recognition programs can boost morale and encourage a sense of ownership over service quality. When your team is invested in their work, they'll be more attentive to guests' needs, regardless of the time of day.

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Nilton Camillo

Diretor de Opera??es | Superintendente de Opera??es | Diretor Geral | Gerente Geral
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Um ambiente de trabalho positivo, onde os colaboradores se sentem valorizados e ouvidos, é fundamental para fomentar a excelência no atendimento ao cliente, ou seja, ao se sentirem valorizados e parte integrante do sucesso da empresa, os colaboradores se tornam verdadeiros embaixadores da marca, proporcionando experiências memoráveis aos hóspedes. Desta maneira, ao investir em um ambiente de trabalho positivo e em programas de desenvolvimento, é possível criar uma equipe altamente motivada e comprometida em oferecer um servi?o de excelência, superando as expectativas dos hóspedes e contribuindo para o sucesso do negócio.

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4 Quality Control

Quality control mechanisms are essential for consistent service. Conduct regular spot checks and service audits to ensure that standards are being met across all shifts. Use guest feedback as a tool to identify areas for improvement and act swiftly to address any shortcomings. By systematically monitoring service delivery, you can make adjustments to maintain high standards.

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Nilton Camillo

Diretor de Opera??es | Superintendente de Opera??es | Diretor Geral | Gerente Geral
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A busca pela excelência na presta??o de servi?os exige um monitoramento constante e rigoroso. Realizar verifica??es pontuais regulares e auditorias de servi?o é fundamental para: Identificar desvios: Permite detectar qualquer desvio dos padr?es estabelecidos de forma rápida e eficiente. Garantir a padroniza??o: Assegura que os servi?os sejam prestados de forma consistente em todos os turnos e por todos os colaboradores. Promover a melhoria contínua: O feedback obtido através dessas verifica??es serve como base para a implementa??o de a??es corretivas e preventivas. Em resumo, ao investir em um sistema de controle de qualidade eficiente, as empresas podem se destacar no mercado e construir relacionamentos duradouros com seus clientes.

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5 Resource Management

Adequate resource allocation ensures that each shift is equipped to deliver exceptional service. This includes having enough staff on duty to handle peak times and ensuring they have the necessary tools at their disposal. Inventory management, from linens to toiletries, must be impeccable to avoid any disruption in service. By managing resources effectively, you can prevent the common pitfalls that lead to service inconsistencies.

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6 Continuous Improvement

Embrace a culture of continuous improvement within your hotel. Regularly review your service protocols and stay open to making changes that could enhance the guest experience. Encourage your staff to share their insights and suggestions for improvement. By being proactive and adaptable, you can ensure that high-quality service is a constant feature at your hotel.

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Nilton Camillo

Diretor de Opera??es | Superintendente de Opera??es | Diretor Geral | Gerente Geral
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A frase "Revise regularmente seus protocolos de servi?o" é crucial. Protocolos s?o guias, mas n?o devem ser dogmas. Ao revisá-los periodicamente, os hotéis demonstram que est?o atentos às mudan?as do mercado e às necessidades dos hóspedes. Essa flexibilidade permite que as equipes se adaptem a novas realidades e ofere?am solu??es mais personalizadas. Incentivar a equipe a compartilhar ideias é um passo fundamental. Quando os colaboradores se sentem valorizados e ouvidos, eles se tornam verdadeiros parceiros na busca pela excelência. A proatividade é outro ponto chave. Aguardamos que os problemas surjam para resolvê-los, mas a verdadeira excelência está em antecipar as necessidades dos hóspedes e agir de forma preventiva.

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7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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Greg Bradley, MBA

20+ Year Hospitality Leader | 4x Forbes Five-Star Award Winner | Hospitality Coach & Mentor | Keynote Speaker | Recruitment Partner | "With Gratitude" Newsletter Author | Culture Over Everything
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As leaders in a 24/7 business, we have to be flexible with our hours worked. Be unpredictable. Working a PM shift, and spending quality time with them is a valuable investment of your time and helps set the tone. Hoteliers can feel unvalued and left a drift if senior leadership is not visible and if expectations are not thoroughly communicated. Trust me, they have incredible ideas that will improve the operation and customer experience. Overnight takes care of the property while most people are sleeping. Come in early, bring breakfast and listen. Make sure they get as much time with you as possible. The investment of your time will reap the results of consistency , approachability, retention, clarity and respect you are looking for.

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Struggling to maintain high-quality service in your hotel across all shifts?

1

2

3

4

5

6

7

1 Staff Training

2 Communication Flow

3 Employee Engagement

4 Quality Control

5 Resource Management

6 Continuous Improvement

7 Here’s what else to consider

Hospitality Management

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Struggling to maintain high-quality service in your hotel across all shifts?

1

2

3

4

5

6

7

1 Staff Training

2 Communication Flow

3 Employee Engagement

4 Quality Control

5 Resource Management

6 Continuous Improvement

7 Here’s what else to consider

Hospitality Management

给文章评分

感谢您的反馈

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