domenica 25 luglio 2010

If you work as a hotel receptionist, have you ever "orderd" to enroll as many as new guest for your fidelity program? To upsell and cross-sell? To make small talk and to offer further help with luggage, transportation, restaurant bookings?

LEAVE THOSE POOR PEOPLE ALONE!!!

Has your management ever thought that people just want to get a key, go to their room and be left alone? They are not interested in your "interesting opportunities". Everyday we are bombarded by offers from every side, with every mean possible. We are asked to read through here and sign there. Arriving at a hotel should be like arriving home. Kick of your shoes, turn on some music, sit back, relax.
But no: Do you want to collect points for your stay? Have you heard about our fidelity program? How about a larger room for only XXX (ridiculous amount) more? Do you know about our restaurant? Tonight we have fresh fish! Would you like me to reserve a table for you? Maybe before that a nice massage in our Spa?

Some people like that you will now say. True. But you can not force your employees to ask everybody the same questions as part of your procedures (and then decide that a check in should not take more than 5 minutes). This way you only create brain deadreceptionists who will not even try to understand the different guests and to treat them accordingly.

Braindead employees and alienated guests: the essence of hospitality!

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