One of the best and worst parts of my job is that I can work from anywhere. Conducting field research while traveling is a true perk but it also means I can’t turn away from service oversights. On a recent hotel stay at a 4-Diamond resort in Asheville, NC, it was the scripted speech of a front line employee that made for a cold and robotic interaction.
At least once, if not twice, every day we would return to the resort (after an activity or a meal) in our personal vehicle and were approached by a member of the valet staff. Every time, regardless of who was on shift, we received the same greeting, “Welcome, are you checking in?”
– Every single time for seven days!
The valets on shift made no attempt to remember us. They also didn’t attempt to recognize our car (which had a PA license plate). They simply stuck to their script. Presumably, this same script was used on non-overnight guests as well, who were arriving to dine at one of the resort’s notable restaurants or have a service at the top-ranked spa.
Why not just say “welcome” and leave it at that? You could, but this solution isn’t proactive or personalized, the foundation of “Five Diamond” service.
What solution did I pose to management at the conclusion of my stay?
Currently, when a guest checks-in they are given a choice of self-parking or valet parking, both of which have a daily fee. Once the guest selects the valet option, as did my family, a hang tag should be created with our last name prominently displayed and placed on the rear view mirror of our vehicle. Each time we return to the hotel for the duration of our stay, the valet on shift can quickly reference our hang tag, see that we already checked-in, welcome us back, and personalize the greeting with the inclusion of our last name.
It’s an easy solution, with minimal expense, and will make for a much better guest experience.
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Want to learn how to exceed the needs of your customers?
Join me on Wednesday, October 21, from 6 to 9 pm at Temple University Center City campus, located at 1515 Market Street, as we learn to define and deliver the art of “Five Diamond” service.