This morning I arrived to work thinking about what I would blog about today. I had many ideas based on years of experience in the hotel business. I sat down to my computer to begin my task when I noticed a letter I had retrieved from my mail box this very morning. It was from a guest who was checking out. As I read the letter I felt my eyes begin to moisten. It was at this moment I realize what I needed to blog about was presented to me in this letter. For the second time in a week I had received a letter hand written by a satisfied guest. It was more than a letter. Having been hand written I felt as if the person was there with me, it felt real.
What did the two letters have in common? Both of the letters had stated that their rooms had been comfortable, clean and well supplied. That is to be expected. So what prompted the guest to take time to hand write a letter? It was exceptional customer service. The guest both stated that the staff was helpful, attentive, smiling and would go above and beyond their expectations to assist them. One guest stated that his wife was very sick and that the wheel on her wheel chair broke off. He had asked the front desk for a phone book to look for a repair company. The front desk agent went one step further and looked it up on the internet and printed off several options for this guest, even offered to call for them. The guest was very stressed out and the desk agent could see this. So what is good service vs. exceptional service? It is about anticipating the guest needs even before the guest knows what they may need and most importantly following up with the guest to ensure that the needs were met or exceeded.
The guest stated that they felt like they were at home with family. The staff was warm and sincere. The employees listened to the guest and heard their needs. They responded with friendly and helpful assistance. So what makes good customer service great?.......the STAFF. Never under estimate the power of being kind, patient and helpful. I’m very proud of our staff and want to acknowledge them for the difference they make.
Allisyn Marthers
Area Director | Larkin Hospitality
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