Manager Manners to Customer Satisfaction

You as a Resort Manager have a huge responsibility to the success of the hotel and your employees. However, as we all know your success is primarily based upon the customer and their satisfaction. There are many ways in which you the manager can contribute to the client’s happiness, and here are a few tips on how:

1. Put the Client First: Understand your customer by keeping personal records for each one. Therefore, you can exceed their expectations every time they return.

These records could include:

• Birthdays
• Room preferences
• Habits or schedule (spending, times for wake up calls, food, or proper time to clean room
• Concierge service /Recreational reservations

Understand that it is your responsibility to make sure that the customer is not forgotten. This way during their stay and when they return it will be as if they see you on a daily basis, like family.

2. Keep Promises: Be sure to be open and honest with your clients. You can promise them the world to receive their business but this is only as good as the person who makes the promise.

You know the limitations of you services and if you lie these issues are likely to result:

• Your guest will not be happy
• Distrust in not only the manager but also the hotel in general
• This can also cause the guest to patronize every detail about the hotel
• Result in the loss of their business to the hotel and possibly the loss of other potential guest in the future.

3. Open Direct Lines of Communication: Nothing is more frustrating to a customer than people wasting their time, or when they have a problem, they are unable to contact whom they need. By not giving the customer a Run-Around, you can conquer many issues:

• This will make the customer feel important (one-on-one interaction)
• The customer’s needs will be met quickly instead of a slower manner
• When the manager can have a direct connection to the customer, he can continuously improve the management of the resort.
• This will be more efficient compared to the usual transferring the guest for one representative to the next until one of two events happens. One the customer hangs up, or by the time the customer gets to who they need to speak to they are in a worse mood to deal with you and high levels of criticism are likely to occur.

I hope that these few tips will set you on the right track to start the proper foundation with your prospective guests and understanding what you as the manager can do personally to give your clients a more enjoyable and care free stay. Because these clients are key to the sucess of your hotel communication is one of the top prioities of this career and hence why we keep reiterating it.