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How can you create a flexible and effective guest service policy?

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Guest service is one of the most important aspects of hospitality management. It can make or break your reputation, customer loyalty, and revenue. However, guest service is not a one-size-fits-all approach. Different guests have different needs, preferences, and expectations. How can you create a flexible and effective guest service policy that adapts to various situations and satisfies your guests? Here are some tips to help you.

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1 Define your standards

The first step to creating a flexible and effective guest service policy is to define your standards. What are the core values and principles that guide your service delivery? What are the minimum requirements and expectations for your staff and your facilities? How do you measure and monitor your service quality and performance? Having clear and consistent standards will help you establish a baseline for your service and communicate it to your guests and your team.

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Milivoje Milo?evi?

Restaurant Manager | Hospitality Specialist | Business Development | Events Specialist | Hospitality Consultant | Event Consultant| Event Management | Food & Beverage Specialist | Sales Specialist
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Defining standards is the actual image of the place to the outside world. If the standards that are in place are being upheld every day consistently it is easy to have people's expectations managed toward the service expected.

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2 Empower your staff

The second step to creating a flexible and effective guest service policy is to empower your staff. Your staff are the front-line of your service and the face of your brand. They need to have the skills, knowledge, and authority to handle different guest scenarios and requests. Provide them with regular training, feedback, and recognition. Encourage them to use their judgment, creativity, and initiative to solve problems and exceed expectations. Trust them to make decisions that align with your standards and values.

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Milivoje Milo?evi?

Restaurant Manager | Hospitality Specialist | Business Development | Events Specialist | Hospitality Consultant | Event Consultant| Event Management | Food & Beverage Specialist | Sales Specialist
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To Empower the staff on the front lines is very important but to do so it is important that the staff knows everything about the venue/company and its guests as well the staff needs to witness multiple different scenarios being handled by a senior and those scenarios by have to be explained later on. Now that staff member is ready to be empowered. The process should take 6-12 months.

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3 Listen to your guests

The third step to creating a flexible and effective guest service policy is to listen to your guests. Your guests are the best source of feedback and insight into your service quality and areas of improvement. Seek their opinions and suggestions through various channels, such as surveys, reviews, social media, or direct communication. Respond to their comments and complaints promptly and professionally. Show them that you value their input and that you are willing to act on it.

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Milivoje Milo?evi?

Restaurant Manager | Hospitality Specialist | Business Development | Events Specialist | Hospitality Consultant | Event Consultant| Event Management | Food & Beverage Specialist | Sales Specialist
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Guest feedback is very important. You do not want to focus on praise but on notes and comments for improvement or complaints. And you want diversity. This is the only way to develop a strong establishment that retains guests.

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4 Customize your service

The fourth step to creating a flexible and effective guest service policy is to customize your service. Your guests are not a homogeneous group. They have different personalities, preferences, and needs. To create a memorable and satisfying service experience, you need to tailor your service to each guest. Learn about their preferences and expectations before, during, and after their stay. Anticipate their needs and offer personalized solutions. Surprise and delight them with extra touches and gestures.

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Milivoje Milo?evi?

Restaurant Manager | Hospitality Specialist | Business Development | Events Specialist | Hospitality Consultant | Event Consultant| Event Management | Food & Beverage Specialist | Sales Specialist
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All SOS/SOP of service might not be applicable to every scenario and every guest. Customizations that help fix those SOS/SOPs to be applicable to the majority are very important.

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5 Review and update your policy

The fifth step to creating a flexible and effective guest service policy is to review and update your policy . Your guest service policy is not a static document. It needs to evolve and adapt to changing guest expectations, market trends, and industry standards. Regularly evaluate your policy and its effectiveness. Identify what works and what doesn't. Incorporate new ideas and best practices. Keep your policy relevant and responsive to your guests' needs and wants.

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Milivoje Milo?evi?

Restaurant Manager | Hospitality Specialist | Business Development | Events Specialist | Hospitality Consultant | Event Consultant| Event Management | Food & Beverage Specialist | Sales Specialist
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Same as IOS it is very important that there is a scheduled date for review and update. As the market develops so does the competition and so should we.

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6 Be consistent and reliable

The sixth and final step to creating a flexible and effective guest service policy is to be consistent and reliable. Your guests want to know what to expect from your service and that you will deliver on your promises. They want to trust that you will provide them with the same level of quality and care every time they visit. To achieve this, you need to ensure that your policy is implemented and followed by everyone in your organization. Monitor and reinforce your standards and values. Reward and correct your staff's behavior. Maintain and improve your facilities and amenities. Build and sustain your reputation and credibility.

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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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ADELE GOODMAN

The Lost Art of Common Sense
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Guests don’t want to hear about your P&P - & there is nothing worse than being told “well that’s our policy”. Staff need to be able to use concrete points as to why it is the policy “for your safety …” or direct the guest to agreements “since the cancellation policy was stated in the confirmation email that you received on ….” Etc. Empowering your staff to override policies or procedures within reason - the number of times I have heard “I can’t give you that online rate you are seeing - you will have to book it online” is a sure way to not only lose the booking but to end up having to pay commission. “Although that rate is usually only available online, and you are coming in today, I would be happy to match that as a one time courtesy”.

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How can you create a flexible and effective guest service policy?

1

2

3

4

5

6

7

1 Define your standards

2 Empower your staff

3 Listen to your guests

4 Customize your service

5 Review and update your policy

6 Be consistent and reliable

7 Here’s what else to consider

Hospitality Management

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How can you create a flexible and effective guest service policy?

1

2

3

4

5

6

7

1 Define your standards

2 Empower your staff

3 Listen to your guests

4 Customize your service

5 Review and update your policy

6 Be consistent and reliable

7 Here’s what else to consider

Hospitality Management

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