How To Make A Lasting First Impression: Customer-Centered Service In Hospitality
by Lisa Watson

“Hello! Welcome Home!” This is the heart felt greeting given to everyone as they enter The St. George Sonesta in Luxor, Egypt. The Ritz Carlton in Marina Del Rey greets each guest with a “Hello Madame. Welcome to the Ritz Carlton”. The list goes on and on. A moment of genuine hospitality can shape the guests? opinion from the first moment. The initial impression created by a positive enthusiastic employee is the beginning of the hotel stay.

The hotel management that recognizes the value of their guests looks for ways to create a memorable impression and all services, no matter how small, are left to chance. „Begin with the end in mind? is a planning technique that allows each service to be assessed and value added as the guest moves through their hotel visit.

What makes a happy guest? Amenities? Great location? Beautiful surroundings? Luxurious furnishing? Yes. All of these are important elements of a great hotel stay. And one drop of bad customer service can ensure the guest will look elsewhere when the call to travel beacons again.

I return again and again to hotels because of the warmth of the staff, the care and concern I feel each step of my visit. When management has truly considered the “human touch points” in my stay are the places I return to time and time again.

Communication is the master key to customer-centered service. A backup at registration desk can be smoothed over with helpful staff ensuring the traveler is well informed, offered refreshment and a place to relax until the delay is over. No irons? Offer to press the articles for the important events or ensure ample supplies are on hand. Communicate. Take the lead and call the guest to see how the matter is being resolved. That extra step at all the human touch points are critical to the guest feeling they come first.

Customer-Centered service starts with the hotel?s philosophy as directed by top management. Their leadership must be communicated to their employees, as the main point of contact with hotel guests. Employee training and coaching are key to delivering great customer service.

Remember communication is key. Having employees walk through the process from parking to the guest?s room allows for a true reality check. Have employees take a bath, sleep in the various guest rooms, call for room service, and call for a spa appointment or to play a round of golf. Have your employees experience leaving a message at the front desk or calling to speak with a hotel guest. Learn to experience your hotel first hand as your client does. These are critical human touch points. Listen to the feedback and be willing to make adjustments with your key objectives in mind.

The more time you spend putting your employees through the process the greater their understanding of what is truly expected from both hotel management and your guests to make a great first and lasting impression.

Lisa Elzy Watson is the Founder of LEW & Associates. She is a Diversity Educator/facilitator/speaker and coach. She has over 20 years of experience providing customer focused solutions to small business, multinational corporations, non-profit and community based organizations.

Making A Lasting First Impression – Watson – 1-15-08