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5-star hotel: no guarantee for 5-star service
Published by: Hugo Mechelse
Published on: 09-06-2014 12:43 PM
Pageviews: 3612

No guarantee

Through my work as a butler trainer and passionate promoter of high-end personalised service I have the privilege to see and ‘feel’ 5-star hotels and service all over the world. I have come to know that a 5-star hotel rating does necessarily always include a 5-star service for the guest. Facilities, material, food, spa usually is well taken care of. Unfortunately the staff performance is not always as might be expected in a ultra luxury environment. This can have many reasons, some of them related to motivation, others to skill, knowledge or the organisation itself. Whatever the reason, your distinguish guest deserves to receive a 5-star service as well.

The mystery visit

A mystery visit to look at this aspect can help you to find out. There are many options in respect to mystery visits. I always suggest to go beyond the standards of ‘max 3 rings to answer a phone call’ or ‘giving a smile and having eye-contact when encountering a guest’. For this is what every hotel does: these are the minimum requirements. Many companies deliver this service. But there is so much more to it.

Different approach

We, International Butlers take a different approach on top of the standard. We evaluate the ‘soft’ experience of guests through mystery visits and interviews. With an open view, looking at your staff-performance through the eye of a butler, we can pinpoint areas of attention and provide additional consultancy services when required. For, in the end, guest satisfaction, and return-bookings is what everybody wants. My passion is to only accept the very best for the guest.

Comments on this article - Note: comments will be reviewd by a moderator before publishing!

6:22 AM Hudson Smith
This is a nice post in an interesting line of content.Thanks for sharing this article, great way of bring such topic to discussion.

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