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What do you do if your hospitality team is struggling to provide excellent customer service?

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In the world of hospitality, providing excellent customer service is paramount. Imagine walking into a hotel where the staff greets you warmly and attends to your needs with a smile. Now picture the opposite, where you're met with indifference or even incompetence. The difference is stark and can make or break a business in this industry. If your hospitality team is struggling to maintain high service standards, it's critical to address the issues promptly and effectively. The success of your establishment depends on the satisfaction of your guests, and turning around poor service should be your top priority.

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Keith Bennitz

CEO & Founder with expertise in headhunting, recruiting & consulting
Diego A. Pitari

Gerente General con experiencia en Hotelería y liderazgo de equipos.

1 Assess Issues

Begin by conducting a thorough assessment of the service issues your team is facing. Engage with your staff through meetings or anonymous surveys to understand their perspectives and challenges. Listen to their feedback and identify common pain points, such as inadequate training, understaffing, or poor communication. By pinpointing the root causes, you can develop targeted strategies to improve service delivery. Remember, your team's struggles are often a reflection of systemic problems that need to be addressed at the organizational level.

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Keith Bennitz

CEO & Founder with expertise in headhunting, recruiting & consulting
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Identify the cause: Talk to staff & guests. Is it training, workload, communication, or something else? Address the cause: Training, schedule adjustments, improved communication channels, or resolving equipment/resource issues. Reinforce expectations: Reiterate guest service standards and empower staff to deliver them. Monitor & improve: Track guest feed

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Diego A. Pitari

Gerente General con experiencia en Hotelería y liderazgo de equipos.
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Cuidado de imagen: La imagen y el lenguaje corporal del personal son importantes. Un protocolo específico para esto puede ser incluido en el manual. Empatía y trato amable: Entender y anticiparse a las necesidades de los clientes, ofreciendo un servicio eficiente y amigable. Herramientas y tecnología: Utilizar la tecnológia adecuada para facilitar la interacción con los clientes y optimizar la eficiencia operativa. Manejo de quejas y conflictos: estrategias claras para el manejo de quejas y conflictos es fundamental para mantener un buen servicio.

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Ray Lamela

Chief Operating Officer / Project Head @ Top Shelf Event Staffing | Leading Hospitality Industry Innovator
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If your hospitality team is struggling to provide excellent customer service, there are several steps you can take to address the issue and improve the situation: Assess the Situation: Provide Training and Development: Set Clear Expectations: Lead by Example: Provide Feedback and Recognition: Empower Your Team: Encourage Collaboration and Communication: Address Issues Promptly: Monitor Progress: Seek Feedback and Adapt:

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2 Train Staff

Once you've identified the issues, focus on training and development. A well-trained hospitality team is the backbone of excellent customer service. Provide comprehensive training sessions that cover not only the technical aspects of their roles but also soft skills like communication, empathy, and problem-solving. Role-playing scenarios can be particularly effective in helping staff understand how to handle difficult situations with grace. Continuous training ensures that your team remains competent and confident in delivering top-notch service.

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Diego A. Pitari

Gerente General con experiencia en Hotelería y liderazgo de equipos.
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Formar al personal: empleados bien capacitados, no solo en atención al cliente, sino también en el conocimiento general de su oficio.

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3 Empower Teams

Empowerment is key in the hospitality industry. Ensure that your team members have the authority to make decisions that can immediately impact guest satisfaction. When staff feel trusted and valued, they're more likely to take ownership of their roles and go the extra mile for guests. Create a supportive environment where employees are encouraged to bring forward their ideas and solutions. This not only improves service but also fosters a culture of innovation and collaboration within your team.

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Diego A. Pitari

Gerente General con experiencia en Hotelería y liderazgo de equipos.
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Manual de buenas prácticas: Contar con un manual que establezca normas claras de comportamiento y atención al cliente puede ayudar a evitar confusiones y situaciones indeseadas.

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4 Foster Culture

A positive work culture is integral to providing excellent customer service. Strive to create an environment where your team feels appreciated and motivated. Recognize and reward employees who exemplify outstanding service, and address any negative behaviors quickly and constructively. Encourage team-building activities that promote camaraderie and a sense of belonging. When your team is happy and engaged, they'll naturally provide better service to your guests.

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5 Utilize Feedback

Customer feedback is a goldmine of information for improving service standards. Actively solicit feedback from your guests through comment cards, online reviews, or direct conversations. Analyze this data to understand their experiences and expectations. Use both positive and negative feedback to guide your improvements. Showing your team that their efforts lead to positive guest experiences can also boost morale and reinforce the importance of their role in the business.

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6 Monitor Progress

Finally, it's essential to monitor the progress of your service improvements. Set clear goals and benchmarks for your team, and regularly check in to evaluate their performance against these standards. Use a mix of qualitative and quantitative measures to get a full picture of how service levels are evolving. Adjust your strategies as needed based on these insights, and maintain open communication with your team about ongoing efforts to enhance customer service.

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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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What do you do if your hospitality team is struggling to provide excellent customer service?

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1 Assess Issues

2 Train Staff

3 Empower Teams

4 Foster Culture

5 Utilize Feedback

6 Monitor Progress

7 Here’s what else to consider

Hospitality

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