In the hotel industry, you often have to rely on unskilled labor to fill out your rosters, especially these days since there is a shortage of hospitality workers.
However, there is a huge benefit to using skilled hotel staff whenever possible. These workers with experience, training, and talent can deliver outsized results when it comes to guest satisfaction in your hotel. Here are some of the ways in which these exceptional team members stand out.
Giving guests the proper feels is the true key to achieving guest satisfaction. When people feel welcome, cared about, and taken care of, they will feel satisfied with their experience at your hotel.
Some people come with these skills naturally, and others must be taught, but however people acquire them, they are invaluable for delivering true guest satisfaction. Empathy, understanding, and that invaluable human touch can make even a routine stay at your hotel feel extraordinary. To a great extent, these soft skills underlie all the benefits that skilled staff deliver to your hotel.
Guests appreciate it when you give them what they ask for, but they love it even more when you give them what they want without being asked. This is one place where skilled hotel staff can really shine for your guests. They have the experience, the insight, and the imagination to anticipate what will make guests’ experiences exceptional.
Skilled employees are also more likely to get orders and requests right the first time, avoiding customer complaints.
Inexperienced and unskilled staff often deal with guests’ concerns by promising them the moon. It’s a panicked response to a situation they otherwise don’t know how to handle, and it’s effective at calming the immediate complaints and harsh comments from an irate guest. It’s understandable, but it creates more problems down the line. Often guests won’t be satisfied unless they get what they were promised.
Expert staff have multiple ways of dealing with guest complaints. They know how to use empathy and understanding to show guests that their concerns are being heard without committing to explicit promises until they know what they can actually deliver.
Skilled hotel staff don’t see a complaint as just a problem to be solved. Instead, they know that this is an opportunity.
A paradoxical truth of customer service is that guests who had a complaint but got it resolved are more likely to return than those who never had a problem in the first place. That’s because when a guest has a problem, it’s an opportunity for the hotel staff to show that guest that they’re being heard and seen. It’s an opportunity to provide customized, personal care. Skilled staff have been in these situations enough to see the opportunity and respond to it appropriately, so guests have the best possible experience at your hotel.
Although managers are certainly key in these situations, there is also extensive room for peer mentoring. The best thing about this contribution is that it’s ongoing. Even if skilled staff are only at your hotel for a short time, such as temporary hotel employees, the lessons they teach remain behind, helping long-term employees to deliver outstanding guest experiences.
When you understand the difference that skilled staff can make for your guests’ experiences, you see how important it is to make sure that any staff you bring in are highly skilled. That’s where Xclusive Services can help. We provide both long-term and temporary staffing solutions for a wide range of hotel roles. We were founded by hoteliers who believed that traditional staffing agencies didn’t properly meet the needs of the hotel industry, and we provide customized solutions that will help you meet your needs in a way that’s good for your business.
Xclusive Services offers both line level and skilled level staff, so you can get the quality staff you need when you need it. You’ll benefit from our Xclusive Excellence™ commitment, which gives you absolute assurance that the staff we supply are highly qualified and ready to jump into your operations with minimal direction or training.
With our Xclusive Excellence™ commitment, you’ll receive:
Xclusive isn’t just a staffing agency. It’s a staffing partner who can help with all your hotel staffing needs. We can set up seasonal solutions so you’re always covered during peak seasons, or we can take over all your staffing needs to save you the headaches of recruitment and hiring.
Please request a quote today or call a local office for immediate staffing needs.
