Cayes Consulting Group     CCG

Who's your property's MVP 

Interesting perspective and chart showing potential opportunities for various associates to impact guest satisfaction. Have you ever thought past initial "moment of truth", who touches our guest one to one?

Selection or Training

Have you ever thought about who has the most impact on your hotel guests?  It may surprise you to look at the guest relations question from a different perspective, who has the most contact with the guest? Maybe your hiring and training focus should start with the following chart in mind.

Position                            Potential Guest Contact

Front Desk                        100%                                          Guest Services                   50%                                          Restaurant FOH Staff          70-80%                                       Housekeeper                     20-30%                                       Maintenance                     10-15%                                       Valet, Bell Staff                  80-90%                                       General Manager                20-35%                                       Sales Manager                    30-50%                                       Hkpg/Main Managers           10-15%

Although we like to say all our staff are sales people and ambassadors of brand, your property's image can be directly impacted by front desk and restaurant associates. Are you spending enough time and energy in recruiting, training and supporting these potential MVPs?

ACE Performance Training Program encourages positive, productive associates and supervisors behavior and gives you more confidence that the one on ones between staff and the guest will result in higher guest satisfaction.

Who do your guests first meet when they enter your property?

Who do your guests speak with most frequently during their visit?

How do your associates interact with your guests?

How engaged are your associates?

How much do they care about the guests' experience?