The customer experience starts with awareness. How are potential customers made aware that your business exists, and more importantly what is their first impression of your business. This isn’t about marketing, or ensuring you appear on the first page of a Google search, this is about your website, your magazine advert, your complimentary pen being used by someone who doesn’t even know you exist.
One of the easiest and most powerful ways in which all of your team can live the customer experience is often the one most over looked. Take a walk to the edge of your car park, entrance way – whichever is the first point of entry for your customers. Now walk to the reception desk, observing everything as if seeing it for the first time. This is a useful way of engaging managers at all levels into fully engaging with the customer experience process.
In a hotel, can a new guest to the property locate their room with the minimal amount of fuss and avoid u-turns? A common frustration and impact of the first impression of the property is lack of attention to the needs of the guest in navigating the many elevators and corridors that exist in the most modern of properties.
Ask most managers who is the most important team member at the point of guest departure and they will most probable state a member of the reception team – if a hotel. In a world of fast-track check-out, key card room access and remote payment of accounts, there is now a real need to recognise that many of the properties guests will by pass the desk on their way out of the property.
For that reason it is important to engage the housekeeping staff to recognise their individual responsibility on impacting the customer experience.
This is a snap shot, a brief insight into the many areas of focus any hospitality business needs to be aware of in order to offer a consistently high quality customer experience. We are the specialists in raising awareness amongst your teams and we think you will be amazed at what we discover.