I am not new to the country by any means: I lived in New Delhi for several months in 2008 and have been to the country a total of 18 times since 2001. Indians put a premium on the guest. That premium comes in a variety of forms that take some getting used to for the average Westerner. Hotels take it to another level and from this point, I am going to begin the real crux of my post:
Think of your business. Your client is a hotel guest. How much does your team go out of the way to help your client? It does not have to be anything huge. Just small things. How much? If you're thinking too long, there is something wrong...
In any business, not just a hotel, you and your team need to make the customers and their experience the top priority. From the time it takes to respond to that initial inquiry or RFP, to plan delivery, to execution and everything thereafter. Don't delay, dilly dally or fret. Most of all, don't treat them as a disposable commodity. Their dollars can go elsewhere.
Read each client email your team sends to clients. Look at them for spelling, grammar and form. (Would you stay at the Fourr Seassons or the Four Seasons?) Is your team member giving the best advice possible (as best stated in this clip from CNN Business Traveller, the customer has the internet and city guides but the Concierge has the key to the City). If there is a problem on delivery, as a Manager, step up and help. Don't blame someone else. Lastly, when the client "checks out" of the hotel, make sure they had a good stay.
Place your clients first and they will remember you. Use their feedback from their experiences to hone problem areas and foster skills in others. If one of your team members is great at something or a client points them out, recognize them.
On the flip side, know when to say when. This is the tricky part. We all know of those who would take advantage of a situation. This is one area where You, the Manager, are key. Look for those clients who are taking things a bit too far and manage the situation appropriately. You are also in a relationship with your client, so it is give and take.
Make the client experience the best they have had and they will not stray. The best sales people I have seen are those that take real care of their clients. Remember, not every interaction will result in immediate revenue. But, the more positive interactions between clients and reps. over time and the higher the possible payout at the end.
Look at the next guest at your hotel: Are they enjoying themselves? There because they have to? Are they on a rewards program? Just overnight or staying for a few days? As the hotel manager, are your desk team doing enough? Being polite enough? Look around because those client dollars can go anywhere....
PS- for those of us in the northeast, let's think warm thoughts....
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