How can you evaluate the effectiveness of your guest service staff?

To evaluate the effectiveness of guest service staff, it is important to consider factors such as customer satisfaction, response time, and overall efficiency. One way to measure customer satisfaction is through surveys or feedback forms, which can provide valuable insights into the quality of service being provided. Additionally, monitoring response time to guest inquiries or requests can indicate the level of attentiveness and promptness of the staff. Another important aspect to assess is the efficiency of the staff in handling guest concerns and resolving any issues that may arise. By regularly evaluating these factors, a business can gauge the effectiveness of their guest service staff and make necessary improvements.

- A clear and realistic goal and expectations needs to be communicated to the colleagues to achieve the desired results. - Repeat Guests are the intangible assets of an organisation, which can be attained by retaining them. Innumerable things can be done or incentivised to retain the Repeat Guests. - Repeat Guests are the best source for referrals. One happy, contented Guest could bring more Guests like networking which could bring better results.

Give the tools to the employees to cope. Putting your best foot forward is exhausting. How do they recover from a difficult guest is as important as how they handled said guest.

In term of guest service improvement, cross pollination is important. From sharing solutions, to celebrating innovative ones, if learning moments are not shared, people won't feel empowered and won't try to get to the next level.

Excellence not perfection should be a constant - we are all humans, and things break. It's how we handle it, prevent it, and turn it around that makes the difference.

Communication and knowledge is the source of great service. The guest receiving three different answers from three different people will think that nobody is competent. There is no better way to win a guest than to make them feel special. It's not about telling them to turn right, but telling them that turning right is the hidden way that not many people know about, but now they are part of those.