Wednesday, April 29, 2009
Recognition
Recognition is very important to provide good services. I try to memorize more guests' name and face. It is good to know because it becomes easy to take orders from guests, successfully implement the orders, and welcome them at the next time. The most important reason is that guests can feel they are special and treated well, and eventually they want to come back to the hotel again. When I welcome guests and escort them to reception, I have some casual conversations and try to find some unique points to remember them. I also ask my colleagues to recognize who the guest is or how the guest looks like. It is fun for me to increase a number of guests who I can recognize.
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Recognition means so much to guests! The hotel I work at just started an exclusive "Club" where locals can pay to receive all sorts of perks at the hotel including meals, rounds of golf and spa treatments, etc. We have 10 people signed up and when they had a party for the club members they took each person's picture and posted it on the hotel server for each employee to study so we can recognize them when they come into our areas!
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