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?
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?