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Coyle Hospitality Group's Guide to Succeeding Through Customer Service
Coyle Hospitality Group's Guide to Succeeding Through Customer Service
Coyle Hospitality Group, a highly respected mystery shopping company, offers this guide to superior customer service.
New York,
NY,
United States of America
(sardnews.org)
14/02/2012
Customer service isn't just a checklist - it's an attitude, a mission and an art. However, there are a number of things that can be reliably done to make sure that your guests feel not only taken care of, but cared about after their stay at your hotel. Coyle Hospitality Group, a mystery shopping company that's one of the best-regarded by the hospitality industry, offers a number of common-sense suggestions in an article devoted to keeping your guests happy and fulfilled.
First of all, make sure that your guests feel a personal level of engagement from the moment they pull up in front of your hotel. As soon as your valet approaches the vehicle and helps your guests out, he can begin the process by learning the visitors' names and passing them on to the front desk, so they will be greeted by name when they approach. This is a surprise that never fails to delight, whether it's a first-time visitor or a returning one - and certainly much better than a clinical and generic welcome message.
If you're taking care of a returning guest, then try to record and recall as many details from their previous visit as possible, so that you may surprise them with personalized treatment, such as room service menus and newspaper deliveries. Remember that it costs several times less to retain existing customers than to try and attract new ones, so get it right the first time.
A loyal guest is not only a return on your investment, but also a valuable partner in improving your service, as well, since returning guests are more likely to communicate with management concerning service changes, problems with staff, general issues and suggestions for improvement. Likewise, if you are sensitive to their suggestions, they will in turn feel greater investment in your hotel, and will help pass word of mouth to their friends and colleagues. All evidence points that people trust their friends' suggestions much more than any other source of information, such as advertisements; a loyal customer is your best marketing bet.
For a hospitality outfit, it's crucial to understand the difference between loyalty and satisfaction. A satisfied customer is the quantum of a loyal customer; loyalty is the result of consistent satisfaction. This is why it's important to always treat every customer with equal diligence - even if they aren't working for a hotel mystery shopping company and taking notes on your performance, every detail could mean the difference between repeat business and a one-time only visit.
If you are catering to the high-end and luxury markets, simply doing your job well is not enough - you have to go one step beyond in providing a personalized guest experience. Try to cater to your guests' wishes by being proactive in finding out their rooming preference, diet and allergies, hobbies and schedules, so you can always be ready when they need you.
Make your guests feel valued, be attentive and anticipate their needs, and you will gain a group of loyal customers, which is more valuable than any advertising campaign that money can buy.
Contact information:
Coyle Hospitality Group
244 Madison Ave #369
New York, NY 10016
Phone: 800-891-9292
Email: info@coylehospitality.com
Website: http://www.coylehospitality.com
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About Coyle Hospitality Group
Importantly, Coyle does not have a one-size-fits-all approach to hospitality consulting. Rather, Coyle is aware of the wide range of factors that contribute to the success and failure of a restaurant business. As such, prior to placing a mystery shopper in the field,
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