You need this: Customer Service, People Business.

Technology plays a huge critical role in the success of any business. The influx of today’s start-ups and innovative tech companies, the hospitality and service industry is no hard target. Rightfully so, in every innovation, the people as guests and employees are the main priority. If it takes time and effort, an idea already serves as an opportunity.

Clients and guests expect hospitality industry to cater to the needs and aid in the delivery of a consistent, personalized and enjoyable experience on every visit. The staff, on the other hand, would like to be assisted resulting in empowerment and much seamless guest services catering to their and every guest needs to fulfill or even exceed guest expectations: Anything that takes time and effort such as the check-in/check-out process; if it can be managed effectively to ensure efficiency and customer satisfaction – within access of the palm of your hand are exceeding guest services maximizing your property’s potential.

However, there is still strength in staying connected – online and offline. Relationships and service are the keys towards guest satisfaction. Often times, without noticing, we’ve become slaves to technology instead of making technology work for us.

Do you remember when service was just you and me? it was just between two people and we always say “it takes a village” to make things happen? As much as technology has been evolving and becoming more involved, we’re still human beings – something that has never changed.

Every business needs to keep customers and clients happy, but in the hospitality industry, it’s so vitally important to keep guests engaged in order for the business to grow and prosper. If you haven’t noticed yet, we’re starting to lose people in their most sincere hospitable form. Everything else now becomes just a job rather than serving with a heart and purpose; customers, on the other hand, aren’t happy with just receiving “please” and “thank you” or getting service with a smile.

As customers and guests are looking for a memorable experience and dynamic service where it counts. Here are few important points to ponder and apply to gain customer satisfaction:

  • Improving “first contact” resolution.

The primary drivers of customer satisfaction. How did you welcome them from arrival to setting.

  • Good listening skills and questioning techniques

As much as we would want to engage more, time is of an essence. Shorten the interaction time with customers – ask them the right questions with the modulated tone. It’s always how you ask, not what you’re asking.

  • Assistance

It should be a fast revert. Don’t keep your customer or guests waiting and hanging. Be clear and give them the response they expect to arrive. It’s always better to check rather than responding an outright no without even trying to know and checking.

Just like in any business, the customer should be the center of the universe and services should be designed around them. We are in the people business, without any of us, there won’t be any business.

Once an hotelier, always an hotelier. What’s your business? 🙂

Shades of red and Ivy League Dreams: Admitted!

I haven’t blogged in ages. Forgive my rusty self.

The last couple of weeks have been a whirlwind of emotions and it was of great relief I stayed in the city for a quiet Holy Week break. From what supposed to be an out-of-town trip with my girl friends;  I opted to take a two (2) half-day retreats on solo to rejuvenate, clear my head and my emotions diluted; thanks to two (2) influential people I have ever met in my life who gifted me the opportunity, I was enlightened, blessed, guided and reminded of God’s love, God’s perfect timing and kindness in my heart to let go of those of which that hurt you, including comfort zones that has become painful to breathe in and out with.

Before you give me that stare – I am by all means not a spiritual being nor have been all out there preaching. I was going through that “I don’t need a job, I need a career” struggle or probably the “Holy smokes, I’m 30. What now?”

In the last two weeks, it was a drama fest filled with tears and confusion but, again, through God’s perfect timing  – I have been guided towards the direction I should follow.

Just when I was about to doubt myself, he opened the doors and blessed me with an opportunity I thought was gone forever.

7-8 years ago, fresh from college, I was given a scholarship grant from an Ivy League University, from the  “Harvard of the Hospitality Industry.” 7-8 years after, on the eve of April fools,  my scholarship from Cornell University of Ithaca, New York was reactivated. Boy, it was the best ‘April fools’ news I’ve ever had. However, there was a condition – I had to decide within the month or they’ll have it forfeited. Who am I to say no to such opportunity?

I AM READY. In a heartbeat, without a doubt, I’m taking it.

Looks like, this gives me the right to start with the Cornell University jargon and call myself as a “Hotelie.” It’s been a week since they broke the news. I am undoubtedly still elated. Life just gave me the assurance that everything is possible. Who would’ve thought my 23-year-old self who celebrated her Birthday in Manhattan reached an extension of bliss, years after.

lp_logo_cornellEverything and ANYTHING is possible. Gah, I’m so excited. I have been researching, reading and stalking fellow Hotelie’s blogs.  Dreams do come true, they do.

From the retreat to a bright lit news – I will be taking Hospitality Management: Focus on Marketing and Revenue Management. Onto the next steps, I will get myself back to the industry I sheered myself from but will be applying insightful, valuable and enriched lessons from the different industries I’ve explored and been with. 

Can’t hardly wait!