How can you train employees to create a unique and memorable guest experience?

Going back to some of this thread's subjects we emphasized the benefits and necessity to learn all you can about your guests. The rewards are huge compared to a guest-hotelier relationship that hasn't been built on connecting face-to-face and information collected pre arrival. For the most part you will have 'a' guest demographic that generalizes the like and trends of your target demographic which places you a step ahead. Ask yourself if you do understand your guests, ask your team too. If all go silent or roll their eyes--it's time to educate all on the power of knowledge and how best to collect required data. That's what guests expect and your job is to exceed expectations--which of course can be monitized.

Let them experience themselves and build constructive feedback is based on their valuable observations! Get your associate involved!

Train your staff in one of the following: Customize the experience: Making each customer's experience special and unforgettable can be achieved by tailoring the experience to them. You can accomplish this by keeping in mind their name, preferences, and previous dealings with your company. Impress the customer: Making the ideal customer experience requires careful consideration of the needs of the end user. This can be achieved by giving them outstanding service, paying close attention to their requirements, and going above and beyond to ensure they have a wonderful time.

Knowing your guests needs is always the most important factor to provide an excellent service of any kind. It will help you do your job in a proper way in any kind of field basically and simply

Customer Service Training: Provide comprehensive training on effective communication, problem-solving, and handling customer inquiries. Product Knowledge: Ensure your staff has in-depth knowledge about your products or services, enabling them to assist customers confidently. Empathy Training: Teach your team to empathize with customers, understanding their needs and concerns to provide personalized assistance. Role-playing Exercises: Conduct scenario-based role-playing sessions to simulate real customer interactions and help staff practice their responses. Customer-centric Culture: Foster a customer-centric mindset within your organization to prioritize customer satisfaction in every aspect of your business.

This is a service culture and any team performs better if you let them fly with creativity rather than clip their wings? Part of your team's DNA ideally is to let them know they are on a mission to delight. Set bounderies of course, but encourage novel ways to please guests 24/7. Good deeds, ideas, surprises are rewarding for all..the brain behind the idea, the team who supported the idea, you and the fortunate guests. You'd be surprised to see your guests return, and you'll know why :)

Agree 100% with Pamala and I will add that you must hire the right people with the mentality and drive to please...to crystallize the concept with my hiring team I show them videos of dog breeds...yes a little far off but each breed has fantastic characteristics...for guest service and memorable guest experiences you want to hire human Labradors...their goal is to have fun, be curious and please the owner...that's what you need to look for in candidates :)

Ritz Carlton is a good example for all. Daily employees have the authority to give a guest a gift certificate. In other words, this is reverse rewarding but just as satisfactory for all.

I totally agree with giving some freedom to your team , to let them grow . They will learn more from their mistakes. Of course , limits has to be settled from the beginning but they will start to believe more in themselves like that and they will realise what they really like or not regarding hospitality.

Associates need to feel like they are really part of the property operations and result’s! Let’s get out the best of them, the reasons why you hired them in the first place , what you saw in them during interview! Let them fly

First of all, you look at hiring people who already carry in them the proper attitude or things that you think might be valuable for your operations and gets experience and satisfaction. Then you provide appropriate training

Employees are those that passed under certain circumstances to be hired . That means you as the employer have a right to get the almost best from the Employees. Ethics is a light word but builds every thing we think of in the industry, so the employer should teach, engage, access and measure ethics ,morals of employees.

For me, it all comes down to giving your employees the right amount of autonomy. Allowing them to collaborate ideas and implementation of those ideas to show their capabilities. Hospitality is more than just showing your guest good customer service. Allow your employees to come up with creative ideas to show guests their skills and provide an exceptional experience!

All in all, all employees need to be hired and train this to provide guest the best experience ever, make them all returning guests! As a leader, you need to lead by example and get the best out of each and every one of them! Their reward as his hours will be getting a high level of customer satisfaction and a lot of returning guests!!

All 6 elements are applicable but 2 of them are most important! I remembered how I got inspired by my guest relations manager to create unique memories with our guests in the hotel. I saw the impression that she created and how she was building emotional bridge with the guests by touching their soul and creating unforgettable memories. She was my mentor and inspiration. I do believe that leaders are playing crucial role to for their employees. If you inspire them, you will see that they will shine and it will come back to you as a unique success story. Besides, being an inspiration also means engaging with them at the same time. Engagement can be even a small talk but sincere one, doesn't have to be a social event or activity.

Leading by example, walk the talk, remains the best and most effective way to inspire your associate . Tasting goes from good to bad to middle management thus to create a perfect professional philosophy and legacy! Train the trainer!

One of my biggest philosophies in my leadership style is lead with influence, not with authority. One way to inspire your employees is to show them that whatever you ask them to do, you are also doing. It’s more than leading by example. Build that trust and foster a relationship of inspiration by creating a work environment built on open communication and motivation. I feel intrinsic motivation works best.

If your team members do not feel valued by the property, they will be less likely to go the extra step to create that special moment for our guests. Regularly checking in with your team about how they are doing and paying attention to their body language when the question is both asked, and answered, may be more important than the answer given. Lead by example, be supportive, and create a trusting atmosphere. This fosters an environment that is conducive to your team creating unique experiences organically. To simplify, happy people like to make other people happy. Take a few minutes everyday to chat with the team, the results are amazing.

Penso que a forma mais importante, é apresentar novamente a dignidade de seus papéis, sobretudo no pós-pandemia, em que o segmento de serviços e hospitalidade ficaram tão sucateados, por conta das configurações de trabalho, cargas horárias, remuneração, clima, etc... Quando as pessoas veem sentido no que estão fazendo, elas conseguem compartilhar esse significado e serem capazes de fazerem parte do desenho dessa experiência memorável, como uma camareira que limpa a tela de um iPad sujo, pode ser que o cliente nem perceba, mas ela sabe o valor de seu pequeno gesto.

When there is a lack of point 5 and 6 at a certain company, individuals have the power to act by the principle of justice and what I mean by this statement is that if you have the right mindset, regardless of your lack of motivation in a company and you are the service provider or the waiter or waitress, you will try to keep a consistency in offering a good service to someone who has paid for a service and is expecting to receive what he paid for. This is just and fair and it is also attach to a morale behavior. Whether you believe or not, there is always a higher power watching over your intentions and who is able to reward you in unexpected ways.

In my experience building an organizational culture that instills genuine care for the customer is priceless. In an environment where the customer is ‘loved’ not out of obligation but as a way of life. Nothing beats that.

In my experience building an organizational culture that instills genuine care for the customer is priceless. In an environment where the customer is ‘loved’ not out of obligation but as a way of life. Nothing beats that.

In my experience building an organizational culture that instills genuine care for the customer is priceless. In an environment where the customer is ‘loved’ not out of obligation but as a way of life. Nothing beats that.