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How can you ensure your service standards are inclusive and welcoming?

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In the hospitality industry, providing excellent service is essential to attract and retain customers, as well as to create a positive reputation and word-of-mouth. However, service standards are not one-size-fits-all, and different customers may have different preferences, expectations, and needs. How can you ensure your service standards are inclusive and welcoming, and cater to the diverse and changing demands of your guests? Here are some tips to help you.

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1 Know your customers

The first step to delivering inclusive and welcoming service is to understand who your customers are, what they want, and how they want it. You can use various methods to gather customer feedback, such as surveys, reviews, social media, or direct communication. You can also use data and analytics to segment your customers based on their demographics, behavior, preferences, and satisfaction. By knowing your customers, you can tailor your service to their specific needs and expectations, and avoid assumptions or stereotypes that may offend or alienate them.

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Madeleine Sj?land Kelly

Lifestyle Director & Concierge Services
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One thing I feel extremely helpful is getting to know them and anticipate their needs. If you’re fortunate to speak their language and have been where they come from also helps. Always listen and let the present the picture first before you come in to assist in solutions.

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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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As per what the establishment is in design and concept thats the type of crowd it will attract. So if it is a very simple approach luxury look without the glam touch, using a simplistic approach with quick service and close to the airport you can expect the majority of guests will be business guests. However aside from catering to them, being ready to cater to other types of groups and travelers is a plus, where not a single guest will feel unwanted or uncatered to.

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2 Train your staff

The second step to delivering inclusive and welcoming service is to train your staff to be competent, courteous, and culturally aware. Your staff should be able to communicate effectively with customers from different backgrounds, languages, and cultures, and use appropriate terms and gestures. Your staff should also be able to recognize and accommodate customers with special needs, such as disabilities, allergies, dietary restrictions, or religious practices. Your staff should also be able to handle complaints and feedback with professionalism and empathy, and resolve issues promptly and satisfactorily.

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Nico T.

The guy on the mic
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When it comes to inclusion, training is one of the vital elements that will contribute to succes, because untrained staff, even if the mean well, will be unable to deliver the right inclusive service.

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Rehan Reyaz

Think Big Act Small Be you
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Training staff on a right direction and then follow them up if they are carrying and fulfilling the standards of the company properly. Checking back with our guests also to know if they are treated well, attended by a wait staff and served well.

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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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Staff training is key and quality coach is even more important. The quality level of training will translate to a quality level of service toward the guests. Make sure that every aspect and situation is discussed with the team and not kept from them as they are not management-level. And give them the ABC`s of the SOP and SOS so that nothing is missed in providing a service to the guests.

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3 Update your policies and procedures

The third step to delivering inclusive and welcoming service is to update your policies and procedures to reflect the current trends and best practices in the hospitality industry. You should review and revise your policies and procedures regularly, and ensure they are consistent, fair, and transparent. You should also ensure they comply with the relevant laws and regulations, such as anti-discrimination, health and safety, and privacy. You should also communicate your policies and procedures clearly to your customers and staff, and solicit their input and feedback.

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4 Offer personalization and flexibility

The fourth step to delivering inclusive and welcoming service is to offer personalization and flexibility to your customers. You should try to anticipate and exceed your customers' needs and expectations, and provide them with options and choices that suit their preferences and budgets. You should also try to surprise and delight your customers with extra touches, such as complimentary upgrades, discounts, gifts, or personalized messages. You should also be flexible and adaptable to your customers' requests and changes, and accommodate them as much as possible.

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Mubashir Alvie

General Manager at Hotel Grand Arena
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Adding a personal touch makes a guest feel special and cared for. It creates moments that stand out from other stays they’ve had, and those moments are forefront of mind when they tell their friends and family about their time with you.

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5 Seek continuous improvement

The fifth step to delivering inclusive and welcoming service is to seek continuous improvement. You should always monitor and measure your service performance, and identify areas of strength and weakness. You should also benchmark your service against your competitors and industry standards, and look for opportunities to improve and innovate. You should also encourage and reward your staff for their service excellence, and provide them with feedback and coaching. You should also listen and respond to your customers' feedback and suggestions, and thank them for their loyalty and support.

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6 Create a positive culture

The sixth step to delivering inclusive and welcoming service is to create a positive culture in your organization. You should foster a culture of respect, diversity, and inclusion, and value the contributions and perspectives of your staff and customers. You should also foster a culture of service, quality, and excellence, and inspire your staff and customers with your vision and mission. You should also foster a culture of collaboration, learning, and innovation, and empower your staff and customers to share their ideas and feedback.

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Jessica Audrey Othnel

Business Development Manager at Allianz General Insurance Malaysia
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I agree with this as I've seen it first hand how a positive and an inclusive working culture cultivates a good hospitality service. This is because as a staff, you will have to deal with all kinds of guests alone but even then knowing in the back of your mind, you have a handful of helpful team ready to help you when you come across an obstacle with a guest gives you somewhat a peace of mind, as indirectly if another senior staff assists a new staff in handling a difficult guest, the new staff can learn as well on what he or she should do if in the future somewhat similar situation. A positive working environment also helps in work ethic and work progress as staff won't feel too intimidated if they come across an issue.

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Eden Eckstrom

Market Development Representative/ GTM Strategy Team
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Good culture within your establishment is beyond recognizable by the customers. They can feel the energy and attitude you give off- often times the energy you put out is the energy you receive back from customers. They want to feel like you actually are passionate about the quality of their time there and your role in your job in specific. Put care into your craft and people will notice that.

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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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Silas Grecco

Capacita??o e Facilita??o em Hospitalidade e Experiência do Cliente | ???? Falo sobre #hospitalidade para uma cultura + #humana nas empresas | +15 anos de experiência com atendimento de alto padr?o
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Talvez o mais importante é sair do automático e para isso, é necessário pensar sobre o que se está fazendo. Uma amiga frequentemente viaja com sua esposa e encontra em hotéis cartas "personalizadas" com Sr. e Sra, chinelos de tamanhos "masculino e feminino" geralmente 42,43 e 37,38 e outros questionamento como confirma??o se a reserva é cama de casal. Isso ainda acontece, pois a diversidade ainda n?o é uma realidade em muitos hotéis. Mais do que treinar, é preciso praticar.

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How can you ensure your service standards are inclusive and welcoming?

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2

3

4

5

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1 Know your customers

2 Train your staff

3 Update your policies and procedures

4 Offer personalization and flexibility

5 Seek continuous improvement

6 Create a positive culture

7 Here’s what else to consider

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