Monscierge Blog


Experience a better way to Connect

Three Courtesies that have Become Uncommon

Last week I experienced an unusual amount of poor customer service from various companies which led me to wonder if there is a common theme running through these industries. My personal belief is that attitudes are just different these days. Common courtesies are no longer common, and most companies haven’t begun training employees to use manners that were previously taught … Read More


Backing Up Your Social Claims

I read an article last week by Janet Fouts talking about her frustration with a hotel’s customer service using social media. I thought she brought up some very good points, and highly recommend reading her point of view. The basic gist is to be sure that you are ready before you begin to offer customer service over your social networks. … Read More


Mistakes Don’t Matter

Mistakes Don't Matter (as much as how you handle them)

 

No matter how great your staff is, and how high you set your service standards, mistakes are bound to be made. The good news is that it is not the mistake that leaves a lasting impression for your guest, it’s how you fix it that matters.

  1. Apologize. I think this is obvious, but I’ve noticed that there seems to be a new trend of service staff refusing to offer an apology. Whether the mistake was made by you or a team member, or even if your guest is upset over nothing, a simple “I’m sorry” goes a long way.
  2. Fix the problem as quickly as possible. If you can’t empower your staff to offer resolutions, then a member of the management team should be readily available to deal with the situation right away.
  3. If a guest is complaining about a particular staff member, do not, under any circumstance, send that staff member to remedy the situation. Aside from making both parties feel completely awkward, you should understand that trust has been lost there, and will not be regained by a forced interaction.
  4. If you cannot resolve the problem to the satisfaction of the guest, apologize again. There is no pleasing some people, and why it may be tempting to mouth off to someone who is certainly a lost cause, remember that the chronic complainers are also the loudest – everything you say will be used against you – on the Internet.
  5. The best resolution goes just beyond what the guest expects of you. If they are upset about noisy neighbors and asking to change rooms, they may expect a discount for their trouble. Go one step further and have a hand written note with a fruit basket waiting in the new room.

If you can handle conflict with grace and poise, your guests will remember that long after the mistake is forgiven.

1.    


Sharpen Your Hospitality Skills

The hospitality industry moves so quickly that sometimes it is hard to blend the new and the old.  The well-known hospitality professional, Larry Mogelonsky, has developed a tool that will keep hotel executives, managers, staff and students up to date with current issues in the hotel industry.


Three Ways for Hotels to Use Instagram

Social media has become more and more visual. From Vine to Pinterest, hotels are trying to catch the eye of the browsing potential guest. We launched our own Instagram account recently, so I became curious as to how our hotel friends are using it to engage with guests.

Although websites and other social networks give hotels plenty of opportunity to show off photos of guest rooms and amenities, the highly visual aspect of Instagram allows properties to share more than usual. This could mean photos taken a different times of day (think poolside under the stars), the same room photographed for different weddings, or different types of travelers enjoying common areas.

Show off your local environment. Send a few employees out into the area around you and have them capture the “feel” of your surroundings, giving guests a better idea of what to expect – or local surprises to look for – when they arrive. I could see this being an enjoyable team-building activity, or an easy way to let guests see through the eyes of your staff, connecting with them before the stay.

Around here, we chose to use Instagram to share our zany side. From office pranks to birthday celebrations, Marketing Coordinator Angie Ford shows Monscierge office life from her point of view. You can follow us here, and please share your favorite hospitality and travel Instagram accounts in the comments so we can check them out.