Making Brands 5-Stars

Although a classification does exist with minimum standards for what 5-star hotels should have in terms of facilities and amenities, we believe that the 5-star rating can go far beyond.

In addition to a government mandated 5-star classification, the more challenging to assess aspect would be the service. Which brings us to our question: What exactly is 5-star service?

We believe that 5-star service stems from a deep and conscious understanding of people coupled with an immense love for making people comfortable.

For instance, the entire concept of anticipatory service (a 5-star hotel training module) is built around this perspective.

So, what is this deep and conscious understanding of people? We believe it comes from curiosity and an eye for detail! You observe a weary traveller and wonder why the traveller is so weary, you then offer a cold towel and a glass of juice with an expeditious check-in. This is 5-star!

You notice a young couple entering your restaurant with a young child who seems to be crying. On seating them, you bring out the colouring books and crayons for the child to play with! This is also 5-star!

A well-travelled couple talk about how local food means so much to them. You recommend them try out one of the best places for fish, curry and rice in the vicinity (keep an eye out for good hygiene at such restaurants). They immediately become your fans. This also is 5-star service!

In all these examples, there is no rocket science or algorithm. It is merely a curiosity and understanding of what your guests want and then find a way of bringing that to them!

One of the stumbling blocks in this is not having enough locally aware staff, Local awareness doesn’t mean that the staff are from that geographical region, but rather that they have knowledge about what is in the area. This can be trained.

As business owners, it is important to look out for these skills in all candidates being hired irrespective of what job roles they pursue. Having an understanding of people, a desire to make others comfortable and an awareness of the local area are key in bringing 5-star service in all hospitality businesses.

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