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Added for You - Customer Service Secrets for the Travel & Hospitality Industry - Nine Principles to Success
The Key IngredientYou've heard it yourself. He's the life and soul of the place, a grand man altogether. She's the heart of the business, a formidable woman. Sometimes, it seems to me that the more successful hotels or restaurants are those that are closely identified with their larger-than-life owner or founder. In Ireland, the personalities of P.V. Doyle, Myrtle Allen and Paddy Fitzpatrick stand squarely out in front of the places they created. Elsewhere, Conrad Hilton and Heston Blumenthal do the same. Did I say 'closely identified'? Sometimes, in our minds, they are the business. We find it impossible to imagi
5. Cater to Sleep Needs - Guests need and want comfortable and peaceful sleep. Make sure everyone is comfortable with his or her bedding. Cater to individual needs by offering single accommodations. Charging an extra cost is okay. Provide easy access to bathrooms with safety procedures for nighttime use. Separate late evening social areas from sleep areas by distance and/or trees or a hill. Hand o
You may be wondering if a new career is what you need to get yourself more prepared for your future. Your 20’s were rough enough. You had to go to college or just start a new job. It may have been a lot of bouncing around for you to get the type of job that you really wanted. Perhaps you had multiple careers at the same time and maybe you couldn’t figure out which one was for you. Now that you are in your 30’s you are probably looking for a career that’s going to make you happy and something that will be more rewarding and fulfilling. You have to understand that your spirit will continue to grow and change no matter what age you are at
1. Be a Good Listener – Most important, listen to your customers' concerns and complaints, as well as their praise. Discover what it is they want. Your guests are your best source of information in assessing your services and performance. Well-written guest surveys are invaluable for getting feedback, testimonials, and referrals. Help prospects qualify themselves before signing up. Make sure they understand the rigors, responsibilities, and dangers, as well as the level of exertion, entailed in the experiences you offer.
2. Exceed Expectations – Under-promise and over-deliver on a consistent basis with exceptional service. This is what they'll remember and tell their friends about. It is amazing how small details can make a big impression. You work hard and spend big money to get qualified prospects to call your office or e-mail you. How professional, informative, and timely is your response? That first contact can set the tone and significantly impact a purchasing decision.
3. Practice Safety - Clients want to know the destination and activities are safe. They will feel more at ease during real or perceived risks if they have been educated about their new activities or environments in advance. Unfortunately, if most human beings’ fears or worries are not addressed, their minds will grow weeds, not flowers. Advise on plant, animal, and natural resource cautions. Let them know that there is generally nothing to worry about if they respect the environment and heed your advice. Brief guests on your safety procedures for any excursions without staff away from home base.
4. Provide Great Food - Guests must eat well, never be hungry, and have adequate water and drinks. Fresh food with ample portions served at a scheduled time can make any adventure more memorable and satisfying. If meal service is going to be delayed, provide a little snack to tide guests over.
5. Cater to Sleep Needs - Guests need and want comfortable and peaceful sleep. Make sure everyone is comfortable with his or her bedding. Cater to individual needs by offering single accommodations. Charging an extra cost is okay. Provide easy access to bathrooms with safety procedures for nighttime use. Separate late evening social areas from sleep areas by distance and/or trees or a hill. Hand ou
I often travel the country speaking to various companies and franchise associations on the topic of great service. While on the road, I try to take those opportunities to visit chains not found near my North Texas home. On two of those trips, I visited Culver's locations in the Chicago area and Mukwonago, Wisconsin.While in the Culver's in Mukwonago, I had the pleasure to meet a server we'll call “Gretchen.” The ordering process was standard, but the service was extra-friendly as two or three people actually said hello to me as I entered the building. It's nice not to be greeted with “Next” or “Ready to order?”While I stared at
2. Exceed Expectations – Under-promise and over-deliver on a consistent basis with exceptional service. This is what they'll remember and tell their friends about. It is amazing how small details can make a big impression. You work hard and spend big money to get qualified prospects to call your office or e-mail you. How professional, informative, and timely is your response? That first contact can set the tone and significantly impact a purchasing decision.
3. Practice Safety - Clients want to know the destination and activities are safe. They will feel more at ease during real or perceived risks if they have been educated about their new activities or environments in advance. Unfortunately, if most human beings’ fears or worries are not addressed, their minds will grow weeds, not flowers. Advise on plant, animal, and natural resource cautions. Let them know that there is generally nothing to worry about if they respect the environment and heed your advice. Brief guests on your safety procedures for any excursions without staff away from home base.
4. Provide Great Food - Guests must eat well, never be hungry, and have adequate water and drinks. Fresh food with ample portions served at a scheduled time can make any adventure more memorable and satisfying. If meal service is going to be delayed, provide a little snack to tide guests over.
5. Cater to Sleep Needs - Guests need and want comfortable and peaceful sleep. Make sure everyone is comfortable with his or her bedding. Cater to individual needs by offering single accommodations. Charging an extra cost is okay. Provide easy access to bathrooms with safety procedures for nighttime use. Separate late evening social areas from sleep areas by distance and/or trees or a hill. Hand o
None of these Government Grants require a credit check, collateral, security deposits or co-signers, you can apply even if you have a bankruptcy or bad credit, it doesn't matter. There are many different government grants available, from a great many different sources, and these government grants can be a godsend for anyone trying to start a new business, put themselves or their children through school or even buy a first home. Whether you need money to fix up your home or you'd like to go to college, government grants shouldn't be overlooked.If you find out that the amount of funding you qualify for still doesn't meet your needs, y
3. Practice Safety - Clients want to know the destination and activities are safe. They will feel more at ease during real or perceived risks if they have been educated about their new activities or environments in advance. Unfortunately, if most human beings’ fears or worries are not addressed, their minds will grow weeds, not flowers. Advise on plant, animal, and natural resource cautions. Let them know that there is generally nothing to worry about if they respect the environment and heed your advice. Brief guests on your safety procedures for any excursions without staff away from home base.
4. Provide Great Food - Guests must eat well, never be hungry, and have adequate water and drinks. Fresh food with ample portions served at a scheduled time can make any adventure more memorable and satisfying. If meal service is going to be delayed, provide a little snack to tide guests over.
5. Cater to Sleep Needs - Guests need and want comfortable and peaceful sleep. Make sure everyone is comfortable with his or her bedding. Cater to individual needs by offering single accommodations. Charging an extra cost is okay. Provide easy access to bathrooms with safety procedures for nighttime use. Separate late evening social areas from sleep areas by distance and/or trees or a hill. Hand o
Private investigation has become a much sought after career choice for many simply dissatisfied with their current careers. The beauty of the private investigation business is it's appeal to people already in the workforce and who possess skills in various areas, particularly technology.Okay, you've decided to become a private investigator and don't know where to start. First, you will have to check the licensing requirements in your state because the rules seem to vary from state-to-state.Contact the state licensing authority or regulating body to get more information. Expect to go through a background check and "cough up" the relate
4. Provide Great Food - Guests must eat well, never be hungry, and have adequate water and drinks. Fresh food with ample portions served at a scheduled time can make any adventure more memorable and satisfying. If meal service is going to be delayed, provide a little snack to tide guests over.
5. Cater to Sleep Needs - Guests need and want comfortable and peaceful sleep. Make sure everyone is comfortable with his or her bedding. Cater to individual needs by offering single accommodations. Charging an extra cost is okay. Provide easy access to bathrooms with safety procedures for nighttime use. Separate late evening social areas from sleep areas by distance and/or trees or a hill. Hand o
It seems that the idea of using a business or executive coach to get ahead or to deal with roadblocks is now becoming very acceptable.I have been involved with coaching since 1988, when I was first appointed to work with other senior executives at the company I worked then. In all those years, I have never seen so much interest and value attached to the use of a certified coach before this year.Want some proof? In the last couple of months, I have appeared on more television and radio shows than I did in all of 2004. I've been invited to speak about the value of coaching on ABC Network News, on Fox, and on NBC. AND I'm booked t
5. Cater to Sleep Needs - Guests need and want comfortable and peaceful sleep. Make sure everyone is comfortable with his or her bedding. Cater to individual needs by offering single accommodations. Charging an extra cost is okay. Provide easy access to bathrooms with safety procedures for nighttime use. Separate late evening social areas from sleep areas by distance and/or trees or a hill. Hand out earplugs if necessary.
6. Think Comfort - Provide first world standards when possible. Bathroom breaks and bathing is important on a regular basis. Give people every opportunity for comfort: hammocks, beach chairs, portable toilets, whatever you can provide. Never go too long between bathroom breaks. Some guests may have weak bladders and need more frequent breaks to feel comfortable and relaxed. Make sure everyone has adequate water, as well as appropriate clothing and footwear.
7. Be Sensitive to Capabilities - Never exceed physical or mental capacities of guests. Always ask groups and individuals if they are comfortable with the activity and exertion level before and during the activity. Be sensitive to the slowest as well as strongest in the group. Splitting the group into two smaller groups is a good option. Rest as needed. I believe in a trip rating or difficulty system that allows guests and outfitters to jointly participate in selecting the most appropriate trip.
8. Be Fun - Be friendly, helpful, courteous, and fun! Make sure your staff is there for the guests and not for themselves. Good storytellers, jokesters, and musicians can distinguish your staff and company from other companies. Be sensitive with humor and with families with kids. If you cater to kids, employ staff that loves kids. Guests sometimes need encouragement or guidance to try an activity. You are the guide and activity director combined. Discuss activities or mini- classes in advance so guests will know what is happening and when.< br>
9. Provide Information - An informed guest is safer and more relaxed, and has more fun. Our guests are educated and want to learn about their new environment. Assume that guests know little or nothing about their surroundings. Look for opportunities to provide a minimum of three details about each type of surrounding element during any outing. Be prepared to talk about the plants, animals, birds, trees, rocks, geological formations, fish, marine mammals, and shells. Include information about local culture, economy, and
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