HOW TO BRING OUT THE BEST IN OTH­ERS

Hospitality 9ja - - Table Of Contents -

WE NEED TO TRAIN STAFF THAT IT IS THEIR JOB TO FO­CUS ON BRING­ING OUT THE BEST SIDE OF PER­SON­AL­I­TIES. COME INTO WORK WITH A POS­I­TIVE AT­TI­TUDE, AND GREET EV­ERY­ONE YOU EN­COUNTER WARMLY AND SIN­CERELY. WHEN WE TRAIN OUR STAFF TO STAY ON POINT, OUR GUESTS WILL HAVE A BET­TER DAY THAT SETS THE TONE FOR A BET­TER OVER­ALL STAY.

When we bring out the best in oth­ers it also brings out the best in our own per­son­al­i­ties.

Yet, the travel ex­pe­ri­ence can bring out the worst side of even the nicest guests’ per­son­al­i­ties, and on top of that the very rea­son for travel is not al­ways pleas­ant. For ev­ery guest in town for a wed­ding there is another vis­it­ing for a fu­neral; for ev­ery busi­ness traveler in town to hire staff for an ex­pand­ing com­pany, there is another there to ter­mi­nate a col­league, set­tle a law­suit or close a branch.

In ad­di­tion to help­ing our staff bet­ter em­pathize and un­der­stand the real-life ex­pe­ri­ences be­ing played out daily on the other side of the front desk, it is also im­por­tant to make it a daily mis­sion to bring out the best in oth­ers we en­counter.

Whereas in it should be a ser­vice provider’s job to bring out the best in the guest or cus­tomer, most that I en­counter seem to read my mood and re­act ac­cord­ingly. Most of­ten I try to be the up­beat, gre­gar­i­ous cus­tomer, and I usu­ally re­ceive great cus­tomer ser­vice from ev­ery­one and for ev­ery VNP there is also the com­plete op­po­site set of per­son­al­i­ties; I sim­ply re­fer to these as the “NVNP’S” mean­ing the Not Very Nice Peo­ple.

These are the in­di­vid­u­als whom we can never seem to sat­isfy; no mat­ter what we do they will never be happy. You of­fer to comp a break­fast and they want a comp room; you of­fer to comp their room and they want you to comp all charges. Now wouldn’t it be nice if our caller ID sys­tems iden­ti­fied these peo­ple when they phone in to book? Then our agents could see “NVNP call­ing on line 1” and an­swer “Hello? Hel­looo? Sorry, can’t hear you!” Or we could put a cookie on their com­put­ers that would cause them to find us sold out when they go to book on­line. There is just one prob­lem with these fan­tasies though;

I en­counter. But some­times I find my­self dis­tracted, dis­con­nected and oth­er­wise out of sync; in these cases I find that I am pro­cessed by the ser­vice provider like a wid­get on the as­sem­bly line in a fac­tory.

In­stead, we need to make it the mis­sion of our ser­vice providers to bring out the best in ev­ery­one they en­counter; to turn things around for even the de­tached and seem­ingly cranky in­di­vid­u­als.

Truth be told, there is a cer­tain per­cent­age of peo­ple in the world who al­ways come across as po­lite, al­ways friendly and un­der­stand­ing, even when en­coun­ter­ing prob­lems. Even when some­thing re­ally bad hap­pens, such as in­ad­ver­tently check­ing them into an oc­cu­pied room, they come back to the front desk and say “Hello again, re­ally sorry to have to bother you, but when we got to the room there were al­ready guests in there. Hate to be such trou­ble but do you mind switch­ing us?”

I es­ti­mate these to be about 5% of the gen­eral pop­u­la­tion; it seems noth­ing can shat­ter their hap­pi­ness and well­be­ing. I call these the “VNPS” mean­ing the Very Nice Peo­ple.

As many a wise man has said, there is a great bal­ance in the uni­verse. For sunrise there is sun­set, for spring there is fall, we would then lose 5% of our rev­enues. As most fi­nance man­agers know, this might rep­re­sent the dif­fer­ence be­tween ac­tu­ally mak­ing a small profit at the end of the tax cy­cle ver­sus break­ing even. In other words, we need their busi­ness, too.

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