There are so many important tasks when it comes to perfecting the guest experience. With so many choices out there in lodging and the rise of AirBnb, there is nothing more crucial than perfecting the guest experience from start to finish, and then beyond. I want to relay one experience I had with a property involving the legendary actor Christopher Walken.
Mr. Walken was staying at the property. That is a big deal for anyone! I've met plenty of celebrities, but he is in a class almost all by himself. He would head up to the concierge level and eat and read the paper. I had a few short conversations and shook his hand every day as I offered my services from my department. A very kind, humble and unassuming man.
The property holds a very well received and highly decorated restaurant. I did an easy Google search and found in an interview where Mr. Walken had spoken about a favorite dish. Nothing extravagant, as he is a simple eater. It was a fish dish with two easy sides. Anyone could make this, so for a highly rated kitchen this was an incredibly easy undertaking.
I printed it out and brought it to the attention of the G.M. as he was speaking to the head chef. The G.M. paid me a nice compliment on initiative. I left thrilled that I had done great, and it was recognized. I think we can guess where this is headed.
Nowhere.
I was pretty excited as I went in to ask the chef how the meal had gone. With a casual nonchalance, he replied "neh...we didn't do it." Now, there are a myriad of reasons why this may not of happened which I was not privy to, sure. But in this case, they just didn't want to do it.
The impression this act could have made on a person could have been huge. I know he would have been surprised if we prepared it for him. Of course there is always the "what if he didn't like it", or "what if he didn't want it." Okay, sure. That may have occurred. But he still would have been surprised that we took the time.
No attempt was even made. If you won't attempt greatness for this person, who will you? Does any standard guest stand a chance?
Perfecting the guest experience means doing what the others don't. It's about reacting to what the others don't even notice.
CASE IN POINT.
At another property, one of the bellman communicated to me that the man he had just checked in, had a Ramones monogrammed wallet. The Ramones are a legendary punk-rock band and are beloved. We went to Virgin Megastore and picked up a copy of End of The Century, The Story Of The Ramones on DVD. We had it gift wrapped and placed in his room along with a hand written card thanking him for staying with us along with my business card.
He came down later that night and went CRAZY. He couldn't believe we had done that! He had no idea how we even knew what a huge fan he was. He was so incredibly blown away, he almost didn't know what to say. We talked about The Ramones for awhile and he went up to his room but not before he asked how to contact the G.M. so he could laud our performance. My staff and I built a great relationship with this guest and after that one stay, we knew him, he knew us and it was instant recognition.
That's what it takes. If that happened to me, there is nothing that would keep me from that property. Yes, it's easy to read a preference and toss an extra razor or lotion in a room. Properties need to look into their guest services and guest relations programs and tie them in. We need to be better.
If you won't do it for Christopher Walken, who will you do it for?
Monday, July 21, 2014
Wednesday, July 9, 2014
Rewarding employees for their performance.
Most properties have some sort of employee gratification program. Often, where they have been implemented, the programs are ineffective or take too long to instill gratification. Here are some of the directions I have taken as far as rewarding my teams for their excellence in service. A personal gesture tends to be more rewarding then what the property typically offers.
Within the first 60 days
There are two ways you can do this. At the beginning, the end, or both. You'll have to feel it out.
The first acknowledgement is what I call a "previous work recognition". That's not a highly technical term or anything, it's just descriptive. I like to acknowledge the previous work the staff has done prior to my arrival. I have found that this brings a certain level of respect to a new manager, as the staff sees a few things:
There are smaller awards to be had for the initial reward should you choose. As staff grows in their success, or leaves, you may wish to bestow a larger award.
This is an example of some smaller awards. I never place my name on them. It is not about me, it is about the staff and the work they have completed prior to you. A usual text for me would say something to the effect of "In recognition of your dedication to hospitality"
This isn't something to make a big deal about or have an awards show on. These were given personally from me to my staff because I had something personal to say to them. I see how they operate as their manager. I feel we should reward as we see fit. No hotel funds were used or asked for. This was simply a personal gesture to my staff.
The greatest thing about it was the response. A few people were in tears. Almost every staff member told me they had never been rewarded. Most of them told me this was the first and only trophy they had ever received in their life. This is what it was all for, that response. When people are rewarded for their work without asking for it, that is a special thing.
The Last Days
Upon departure of a position, I usually go for bigger awards. I've had the chance to view my staff for a few years and get to know them. These are sendoff awards for work and service excellence you yourself have witnessed over the years.
Every property with the exception of one was impressed with this idea. They complained that the property already had an award system and that there were probably many people who deserved to get an award like that. He was right, yet I was nevertheless dismayed at his response. As with their reward system, you needed to receive 10 accommodations before you received an "award" from the property. That is too long to wait.
From that property on, I have conducted this away from the property. You may want to do the same, and it is always good to get your people out!
There are many ways to reward employees. This is just one of many beginning and end scenarios that has brought me success.
The link below is to the business where I always purchase my awards. They do not pay me for this, nor is it an advertisement. They are simply the online business I found that had the best prices and service. I have used them for years with no problems and an always helpful staff.
Within the first 60 days
There are two ways you can do this. At the beginning, the end, or both. You'll have to feel it out.
The first acknowledgement is what I call a "previous work recognition". That's not a highly technical term or anything, it's just descriptive. I like to acknowledge the previous work the staff has done prior to my arrival. I have found that this brings a certain level of respect to a new manager, as the staff sees a few things:
- They are being rewarded for the work they have put in before the new manager was even there to see it. Most likely they have not been rewarded previously and this provides a great starting off point with your new teammates.
- This gives them an indication of the style of new manager coming in, their values and the type of professional level that they will conduct themselves in.
- That you truly care about your teammates as individuals and that it's more than just a job.
There are smaller awards to be had for the initial reward should you choose. As staff grows in their success, or leaves, you may wish to bestow a larger award.
This isn't something to make a big deal about or have an awards show on. These were given personally from me to my staff because I had something personal to say to them. I see how they operate as their manager. I feel we should reward as we see fit. No hotel funds were used or asked for. This was simply a personal gesture to my staff.
The greatest thing about it was the response. A few people were in tears. Almost every staff member told me they had never been rewarded. Most of them told me this was the first and only trophy they had ever received in their life. This is what it was all for, that response. When people are rewarded for their work without asking for it, that is a special thing.
The Last Days
Upon departure of a position, I usually go for bigger awards. I've had the chance to view my staff for a few years and get to know them. These are sendoff awards for work and service excellence you yourself have witnessed over the years.
Every property with the exception of one was impressed with this idea. They complained that the property already had an award system and that there were probably many people who deserved to get an award like that. He was right, yet I was nevertheless dismayed at his response. As with their reward system, you needed to receive 10 accommodations before you received an "award" from the property. That is too long to wait.
From that property on, I have conducted this away from the property. You may want to do the same, and it is always good to get your people out!
There are many ways to reward employees. This is just one of many beginning and end scenarios that has brought me success.
The link below is to the business where I always purchase my awards. They do not pay me for this, nor is it an advertisement. They are simply the online business I found that had the best prices and service. I have used them for years with no problems and an always helpful staff.
Monday, June 2, 2014
Intra Company Interview Downfalls
This focuses on what happens often when an applicant is brought in for an interview as the primary, and then what happens when the decision is made to not go with the candidate.
The property uses the same management company, so this would have been intra-company. After a few phone interviews they flew him out to Boston. This was for a stated Director of Front Office position. The interview goes well. Even after phone calls and tracking, no call or word for two weeks.
When the call comes through they offer him a Supervisor position. One step back from the position he currently held!! A few weeks later the same position pops up again on their career boards.
Look what just happened. You flew him out for a meet and greet. Then he waits 2 weeks only to receive a lower position offer? The credibility of that property, and the management company itself just took a huge dive. Not just with him, but anyone else he speaks to.
How much demonstrable talent and background do you think exists out there especially when they are masters of your specific brand??
Whereas before he was a staunch ally of a particular brand, now he is exploring other options. You just lost a terrific, well educated, well referenced mover. Companies that do not recognize value especially ones that already exist within their management sphere, lose them. Until properties realize this, they will continue to blow money on turnaround and continue to drive excellence elsewhere.
The property uses the same management company, so this would have been intra-company. After a few phone interviews they flew him out to Boston. This was for a stated Director of Front Office position. The interview goes well. Even after phone calls and tracking, no call or word for two weeks.
When the call comes through they offer him a Supervisor position. One step back from the position he currently held!! A few weeks later the same position pops up again on their career boards.
- If you don't like someone for the position, tell them why. I realize from an H.R. standpoint, that may be tricky. Direct them toward what they need to do to achieve that position at the least. This was intra company! You want to maintain this person as an excellent possibility!
Look what just happened. You flew him out for a meet and greet. Then he waits 2 weeks only to receive a lower position offer? The credibility of that property, and the management company itself just took a huge dive. Not just with him, but anyone else he speaks to.
How much demonstrable talent and background do you think exists out there especially when they are masters of your specific brand??
Whereas before he was a staunch ally of a particular brand, now he is exploring other options. You just lost a terrific, well educated, well referenced mover. Companies that do not recognize value especially ones that already exist within their management sphere, lose them. Until properties realize this, they will continue to blow money on turnaround and continue to drive excellence elsewhere.
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