Those who are hoteliers will understand very well where I want to get addressing this important subject. Every new day we observe a lot of difficulty in delivering what the customer buys in the hotel service – and which, by the way, pays dearly.
The services presented in the hotel are intangible, that is, the customer actually buys a promise, a stay experience in a hotel or Resort. The question that does not want to shut up, however, remains: what does the guest buy, receive to the satisfaction? In hospitality, the provision of services is evaluated on site, “full time”, that is, the customer buys and consumes at the same time.
When I refer to promises and, mainly, actually deliver what the guest is buying, I observe some situations that depend literally on the provision of services offered by the hotel.
Can you actually hear the guest? In many cases, NO!
Is the service customized for this customer? Similarly, in many cases NO!
We know that the human component prevails directly in the outcome of the business. It literally depends on whether professionals are able to deliver a memorable experience.
Can the enterprise pass security to its client?
Does the team have the attitude and professional maturity to deliver a service delivery to the client’ s level?
Do you show interest in wanting to carry the “guest in your lap”?
Do you have a welcome? Does it make the client feel at home? Are you interested in the human being? Is there team spirit to make it happen?
All this, mandatorily, should be applied in real time by the team of professionals, otherwise the business is doomed to failure and the competition will put it in the pocket.
The professionals who represent the hotel brand must generate credibility, that is, have an emotional bond with the organization, maintain a relationship of dedication and responsibility, to deliver an exceptional service provision that satisfies the guest. Or he won’t come back.
If the sales team sells 100 rooms delivered quality and excellence to the 100, should it sell 1,000 delivered in the same proportion quality and excellence to the 1,000. No matter how many guests will be in your hotel, organize the teams and deliver to all the best services, deliver the best stay your Guest has ever had. Nilson Bernal, Hotel Executive
The services presented in the hotel are intangible, that is, the customer actually buys a promise, a stay experience in a hotel or Resort. The question that does not want to shut up, however, remains: what does the guest buy, receive to the satisfaction? In hospitality, the provision of services is evaluated on site, “full time”, that is, the customer buys and consumes at the same time.
When I refer to promises and, mainly, actually deliver what the guest is buying, I observe some situations that depend literally on the provision of services offered by the hotel.
Can you actually hear the guest? In many cases, NO!
Is the service customized for this customer? Similarly, in many cases NO!
We know that the human component prevails directly in the outcome of the business. It literally depends on whether professionals are able to deliver a memorable experience.
Can the enterprise pass security to its client?
Does the team have the attitude and professional maturity to deliver a service delivery to the client’ s level?
Do you show interest in wanting to carry the “guest in your lap”?
Do you have a welcome? Does it make the client feel at home? Are you interested in the human being? Is there team spirit to make it happen?
All this, mandatorily, should be applied in real time by the team of professionals, otherwise the business is doomed to failure and the competition will put it in the pocket.
The professionals who represent the hotel brand must generate credibility, that is, have an emotional bond with the organization, maintain a relationship of dedication and responsibility, to deliver an exceptional service provision that satisfies the guest. Or he won’t come back.
If the sales team sells 100 rooms delivered quality and excellence to the 100, should it sell 1,000 delivered in the same proportion quality and excellence to the 1,000. No matter how many guests will be in your hotel, organize the teams and deliver to all the best services, deliver the best stay your Guest has ever had. Nilson Bernal, Hotel Executive
@NilsonBernalHospitality
Co-Founder and CEO da Plataforma Bymschool. Consultor na área da hotelaria e hospitalidade, palestrante e escritor. Atua na Indústria de hospitalidade há mais de 25 anos em companhias como Complexo Jurema Águas Quentes Resorts, Bourbon Hotéis & Resorts, Mabu Hotéis & Resorts, Bristol Hotéis & Resorts e Atlantica Hotels International. É embaixador pela Divine Academie Française des Arts Lettres et Culture (Paris). Membro Executivo de Honra da Academia Europeia da Alta Gestão desde abril/2019. Atualmente mora nos EUA estando a frente de vários projetos.