Gracious Guests: Three Things Customers Can Do To Help Hotel Staff

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Hotel workers have witnessed a wide range of characters that enter their hotel day in and day out. Though the customer is always king, he or she can also choose to be kind in order to gain favor in the eyes of the hardworking staff. Being a nice guest is always in style, be it in a local or a foreign destination. 

Manage luggage

 

Porters and bellboys are always waiting for guests to check-in. Guests should ensure that their things are securely packed to spare hotel staff the burden of mixed-up luggage or bags bursting open. They should properly identify their bags and luggage, and if it’s not too much, perhaps they can hand carry a bag or two. 

Keeping the bathroom clean

 

Sure, it’s housekeeping’s responsibility but as a hygienic practice, guests must maintain the cleanliness of their bathroom to the best of their ability. When traveling with an infant, don’t leave diapers lying around. After a nice bubble bath, drain the soapy water. Keep the underwear in a place less scandalous so that the housekeeping team won’t feel awkward cleaning the room.

Stop lying about the minibar

 

When settling charges at the end of one’s stay, most of the arguments begin because of the minibar purchases. Taking items from the minibar and not paying for them is not good etiquette. Placing the blame on staff is much worse. Here’s a tip: some staff will let it slide one way or the other if the guest is kind enough to offer to pay for the little items inside the minibar. Though it’s not upfront, hotel staff might lessen it from the spa charge and other expenses.

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These three things, though seemingly unimportant will let hotel staff do their jobs more effectively. Similar to most people, they too are trying to make ends meet and do well at work. Guests should remember that the hotel is not really their home and as always, being gracious does wonder.

Multi-awarded hotelier John Jefferis is at the forefront of the hotel management industry as the chairman and sole shareholder of the Palm Reef Hotel Development Company Limited and Island Resorts International Limited. He acquired the Old Stonington Beach Hotel in 2003 and redesigned it into one of the finest lodges in the Caribbean, dubbing it 'The Coco Reef Resort Bermuda.' For more tips about hotel stays, visit this blog.

Everyone’s a Favorite: Secrets of Efficient and Consistent Customer Service

People who work in the hospitality industry know very well that it is difficult to provide guests with quality service consistently. These people work very hard (and sometimes go out of their way) to make sure a guest feels comfortable during their stay. 

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Customer service is crucial. A simple lapse in judgment or a mistake that hurt a customer can immediately mark a good hotel’s downfall. This is why even if those who work in the hospitality industry feel like they don’t want to entertain guests for personal reasons, they still have to do their job as professionally as possible. 

As a guide, here are two smart practices for efficient and consistent customer service. 

Give guests (extra) special treatment

 

Make an effort to go the extra mile from the usual. Whether they are a frequent customer or a first-timer, let them feel they are valued by attending to their needs. Guests may ask really easy or very complicated requests, but when their need is attended to, they will surely come back. They can even give promotion through word-of-mouth.

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Practice what is preached

 

Hotel staff wants to feel they are favored, too. Company leaders must also take care of their employees. After all, these people are the ones who help grow the business. Managers and department heads must make sure their staff’s needs are being met, and that they are recognized for their hard work. When workers feel appreciated, they go beyond what is expected from them.

John Jefferis is a Bermuda-based hotel industry leader. He has more than 40 years of experience in hotel management. For the latest in the hospitality industry, follow this Twitter account.