To make your guest feel comfortable, having the experience you will need to master some basics of service that we seem to have forgotten about.

I just read an article where detailed service suggest to include

• communicating well with guest

• attention

• not to look on your telephone

• anticipating the needs

Well that show us how bad it is already. I believe we should teach and coach our staff again to be able to prepare the hotel and restaurant right ( Mise en place – if someone remembers) , have the knowledge of our product, the skills to do our job and an environment were staff feels good. And the right attitude and rewards to do it.

The guest will feel that

• here is someone competent taking care of me

• someone who takes his job – and –thus- my well being serious

• someone who will not try to make me feel good but will actually do it

• and somehow the atmosphere feels already good

So don’t underestimate the guest, don’t try to cover incompetence with standard phrases but do the real thing. If you still know how to do this! Otherwise ask someone who can teach – some are still around!

Author: Stephan Busch, Academic Director at the State University for the Humanities Moscow RGGU, Faculty of Tourism & Hospitality earned his Master Certificate in Hospitality Management from Cornell University, USA. He has a diverse experience in launching operations, business development and service training- for hotel and cruise companies in Asia, Europe, Canada and Russia.

www.itsjusthotelsservice.com, contact@itsjusthotelsservice.com