Hotel Grand Dhillon’s “THREE SUCCESS MANTRAS”• Smiling Staff

• Guest Recognition

• Personalised Service

Let us look at the first key element mentioned. It is important to keep in mind that while a ‘Smiling Staff’ is essential in a hotel, the management also has to ensure that the staff is genuinely concerned about the guest’s happiness and well being. Guests are very intelligent and can easily make out the difference between a fake smile and a warm genuine smile. A smile has the power to instantly put guests at ease, be it a room guest or a walk-in F&B customer. If a guest is uneasy or has some problems, the chance of a smiling employee winning him over is far greater than that of a non smiling one.

The second key element is ‘Guest Recognition’, which is often confused with the staff remembering the names of guests and their preferences. Guest Recognition actually means acknowledging the presence of a guest, recognising that the guest has certain needs and addressing his needs courteously. Simple things such as the staff greeting guests with a nod while they pass the corridor, go a long way in winning the guests loyalty. For example, if a front office staff member is attending to a guest at the reservation counter and another guest comes up at the same time, the staff member needs to take a moment and tell the second guest that he will attend to him shortly. Similarly at a coffee shop, during breakfast hours, when the seating area is full, a staff member needs to inform the guests in the waiting line that they will get a table soon.

The third key element is Personalised Service, which starts with remembering the guest’s name. It is one of the sweetest feelings for a guest when a staff member addresses them by name. It makes the guest feel important. Another important thing is to remember the preferences of each regular guests. If a guest prefers green tea, then on the guest’s arrival, if a cup of green tea is served, the guest will definitely be impressed. Similarly, a guest would also feel pleased if the staff keeps in mind the things he/she dislikes.

It does not matter whether your hotel is a five-star hotel or a two-star hotel, the three key elements (Smiling Staff, Guest Recognition and Personalised Service) will ensure that you have the most valuable guest of all - A Repeat Guest.

It is important for an hotelier to ensure that the key elements are rigorously followed from time to time. The implementation of these key elements needs to start right at the top level management of the hotel. It is really easy for any hotelier to spend a few lakhs on the hotel and add new features in the room or renovate the lobby. However, in order to build a lasting relationship with guest, money isn’t important, implementing the three key elements is vital and the best thing is that none of these elements come with a huge price tag. However, it requires constant personal involvement, which is why so many hotels fail to implement it. Further, the few that do implement it are not able to sustain it. Do remember as I mentioned, none of these key elements need major financial investments. Sadly, in today’s world it is difficult to find dedicated staff and even if you manage to find them, it is difficult to retain them.

Think about the last time you went out for a good dinner and enjoyed the experience. What really made the experience special? You will notice that the food and ambience come last in order. The only thing that makes you go back to the same place, again and again is a combination of recognition by the staff, their personalised service of doing things the way you like it, before you even telling them what you want and their warm smiles. Does it really matter when the restaurant was last renovated?

For any hospitality professional, it is important to understand that, only when the top management changes its attitude, slowly the other employees will follow their footsteps. Incorporate these three ‘Mantras’ and your hotel will definitely be a success.

Gajanan Shirke-MIH