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Is it a challenge to provide personalised service?
Published by: Hugo Mechelse
Published on: 29-10-2014 10:13 AM
Pageviews: 2789

It is very well possible that as a professional due to your mindset and flexibility, you may not have challenges in providing personalised service, as one captain at a luxury hotel mentioned. And still, I would state that you can always look for challenges, for taking a next step; not only ‘can’ but you must.

To help you out here, ask yourself once a week the following questions:

1. When did I last do something special for my guest and what was it?
2. What could I have done for my guest but, because of one reason or another I did not?

Do this for one month, next month you ask yourself this questions twice a week. See what happens: you’d be surprised!

This small exercise allows you to get a better view on how to improve your own performance and that of your organisation as a whole. It will immediately enhance the experience of the guest as well. And this is just why you are there.

As I point out in my training sessions: good is never good enough! And it always is a joy to see what people are capable of when you challenge them in this area. There is a lot of talent in your hotel as well, but often because of the organisation, culture, teams, etc. staff can not express themselves well enough or grow in their position.

It is a game you play with your guest as well as with yourself. And this is just the key for moving the experience of your guests to a next level. This wow goes beyond the gold leaves and the award winning Spa. This is all about your attitude. Don't you agree?

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