How can you create a guest service management plan that encourages innovation and creativity?

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Guest service is a key factor in the success of any hospitality business, whether it is a hotel, restaurant, or event venue. However, guest expectations and preferences are constantly changing, and the industry faces many challenges, such as competition, regulations, and technology. How can you create a guest service management plan that encourages innovation and creativity, and helps you deliver exceptional experiences to your guests? Here are some tips to consider.

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Rupali Joshi

L&D and HR Strategist | Entrepreneur | Director | Creator | Leadership & Behavioral Coach | Leading Transformative…
INFLUENTIAL KENYA

Igniting Brands with quick-witted Strategies | Crafting Compelling Online Narratives | Your ideal partner for…
Afonso Magalh?es

DIRECTOR OF SALES | MAMA SHELTER

1 Define your vision and goals

The first step in creating a guest service management plan is to define your vision and goals for your business. What kind of experience do you want to offer to your guests? What are your unique selling points and competitive advantages? What are your short-term and long-term objectives and metrics? Having a clear vision and goals will help you align your guest service strategy with your business strategy, and communicate it to your staff and stakeholders.

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INFLUENTIAL KENYA

Igniting Brands with quick-witted Strategies | Crafting Compelling Online Narratives | Your ideal partner for brand,product and service promotion -email us : [email protected]
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To create a guest service management plan that encourages innovation and creativity, start by fostering a culture of openness and experimentation, where team members are encouraged to share ideas and try new approaches. Provide training and resources to support creativity and innovation, and recognize and reward team members for their innovative contributions. Implement regular brainstorming sessions and feedback mechanisms to continuously improve and evolve guest service strategies, ensuring that innovation and creativity are integral to your service culture.

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Afonso Magalh?es

DIRECTOR OF SALES | MAMA SHELTER
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Having a guest service plan with a clear vision and goals is key to sparking innovation and creativity. When you paint a picture of where you want to go and set achievable targets, you give your team the green light to think creatively and come up with fresh ideas. This not only amps up your guest service game but also creates a vibe where everyone's encouraged to think outside the box, pushing your business ahead in the competitive hospitality world.

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Traceson Tay

Independent Hospitality Strategist | Revenue & Operations | Pre-Opening Specialist
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1. Set guest experience KPIs - sentiment, digital, loyalty rates - to benchmark success 2. Conduct regular brainstorming workshops for all staff to suggest creative experience enhancement ideas 3. Incentivize cross-functional teams collaborating to bring ideas to life Provide resources to test validated ideas quickly Recognize employees spearheading identifiable guest delight additions 4. Continually survey guest pain points requiring attention 5. Build culture welcoming enhancements to entire guest journey 6. Maintain easy channels for ideas to bubble up to leadership

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2 Understand your guests and their needs

The next step is to understand your guests and their needs. Who are your target segments and personas? What are their preferences, motivations, pain points, and expectations? How do they interact with your business, before, during, and after their stay or visit? You can use various methods to collect and analyze guest data, such as surveys, feedback forms, reviews, loyalty programs, social media, and CRM systems. By understanding your guests and their needs, you can identify opportunities and gaps in your guest service delivery, and tailor your offerings and processes accordingly.

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Rupali Joshi

L&D and HR Strategist | Entrepreneur | Director | Creator | Leadership & Behavioral Coach | Leading Transformative Hospitality
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In hospitality, the central point is the guest. There are different ways or resources these days where we can identify developmental areas related to the guest from their reservation to pre-arrival, arrival, stay, check-out, and post-check-out such as feedback portals, social media, loyalty programs, etc. Learn and try as much as creative ways to engage with the guests, in terms of offerings and processes, etc. in the GSS meetings on a weekly basis where team associates from the Operational department should be involved and encouraged to present their ideas as they deal with the guests mostly and not the upper management.

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3 Involve your staff and empower them

Your staff are the front-line of your guest service delivery, and they can make or break your guest satisfaction and loyalty. Therefore, it is essential to involve your staff in your guest service management plan, and empower them to be innovative and creative. You can do this by providing them with training, coaching, recognition, incentives, and feedback. You can also encourage them to share their ideas, suggestions, and best practices, and involve them in decision-making and problem-solving. By involving and empowering your staff, you can foster a culture of guest service excellence, and enhance their engagement and performance.

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4 Implement and test new ideas and solutions

Once you have identified the opportunities and gaps in your guest service delivery, you can implement and test new ideas and solutions that address them. You can use various tools and techniques to generate, evaluate, and prioritize ideas, such as brainstorming, prototyping, SWOT analysis, and cost-benefit analysis. You can also use various methods to test and measure the impact of your ideas and solutions, such as pilot projects, A/B testing, focus groups, and KPIs. By implementing and testing new ideas and solutions, you can improve your guest service quality, efficiency, and differentiation.

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5 Monitor and review your results and feedback

The final step in creating a guest service management plan is to monitor and review your results and feedback. You can use various sources and channels to collect and analyze data on your guest service performance, such as metrics, reports, dashboards, reviews, ratings, and complaints. You can also use various methods to solicit and respond to feedback from your guests, staff, and stakeholders, such as surveys, interviews, forums, and social media. By monitoring and reviewing your results and feedback, you can evaluate your guest service effectiveness, identify strengths and weaknesses, and make adjustments and improvements as needed.

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6 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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Agnelis Pomales-Carriles

Growth Partner | AI Integration | Fractional Ops Director
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Encourage team members to contribute suggestions and provide a platform for sharing innovative practices. Implement regular brainstorming sessions and workshops to explore fresh approaches to guest satisfaction. Additionally, allocate resources for staff training and development to cultivate a mindset of continuous improvement. Recognize and celebrate innovative initiatives to inspire further creativity within the team. By nurturing an environment that embraces innovation, guest service can evolve dynamically, ensuring a competitive edge in the corporate landscape.

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How can you create a guest service management plan that encourages innovation and creativity?

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3

4

5

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1 Define your vision and goals

2 Understand your guests and their needs

3 Involve your staff and empower them

4 Implement and test new ideas and solutions

5 Monitor and review your results and feedback

6 Here’s what else to consider

Hospitality Management

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How can you create a guest service management plan that encourages innovation and creativity?

1

2

3

4

5

6

1 Define your vision and goals

2 Understand your guests and their needs

3 Involve your staff and empower them

4 Implement and test new ideas and solutions

5 Monitor and review your results and feedback

6 Here’s what else to consider

Hospitality Management

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