Five Star Service and Beyond

Monica Or, columnist and Hospitality Consultant at Star Quality Hospitality Consultancy discusses what makes ordinary service become extraorindary..

The expectations of our guests are ever increasing. The five star service standards of days gone by have changed as the demographics or our guests and the use of technology has a dramatic effect on the way we run our day to day businesses.

The smart hotelier will have realised that in order to exceed the expectations of today’s guests, adaptations to our service needs to be made. For example the Ritz Carlton have their Gold Standard and Cunard deliver their White Star Service. What makes these orgnaisations different is the way that they understand both their internal and external customers.

Our guests want a much more personalized, individualised service where the use of their name is not just a way of being polite, but is a way of acknowledging and more importantly remembering our guests.

Five star service is much more than being polite, courteous and professional in the way that you carry out your day to day duties, it is much more than that now. Guests expectations have risen and to be able to really understand the needs of your guests you have to demonstrate to them that you know what it is that they require before they even realise they require it.

This is a skill that can only be achieved by being alert, observant and most importantly taking action in the moment. How many times have you seen someone walk by and drop a glove, and nobody does anything about it. It is a rare occasion when a stranger will stop what they are doing, pick up that glove and run after the person who dropped it. In our hotels though, this should be a natural reaction, without hesitation. This is how to take action in the moment.

As hoteliers we also have a hidden gem up our sleeve of how to take these interactions a step further. That is through the use of technology. Think about all the technological devices, software and applications that you use in your hotel. By collating all that data you have a wealth of information about your guests at your fingertips. From knowing the dates of their stays with you, their guest history can be built upon as you get to know their preferences. Although the key to collecting all this information is to be able to use it and share it.

In my book ‘Star Quality Experience’ I explain how at The Edition they actively find out new information about their guests and share this amongst their colleagues, so it can be used to enhance their guests stay.

To deliver truly exceptional service you have to be creative, adaptive and responsive. What have you done that really ‘wowed’ your guest and left a lasting positive impression?

About Monica Or: As the founder of Star Quality Hospitality Consultancy, Monica specialises in working operationally with the owner/managers of independent hotels and restaurants focusing on their business structure and service delivery. She is the Amazon Best Selling author of ‘Star Quality Hospitality – The Key to a Successful Hospitality Business’ and ‘Star Quality Experience – The Hotelier’s Guide to Creating Memorable Guest Journeys’.
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