Snap shot out of our domestic staff and Butler service training course

 

 

 

 

 

 

Snap shot out of our domestic staff and Butler service training course

We’ve already talked about defining what we mean by great service, now this needs communicating. Discuss with your team what your guests expect and how to meet those expectations. Focus on telling people what you want to achieve, i.e. the end result, rather than dictating how to do it.  This gives people flexibility to adopt their own style.
However, be prepared to explain in behavioural terms when necessary, so rather than just saying ‘welcome guests’, give some examples of the types of things you’d expect to see them doing or hear them say if there’s any doubt about what this means. The more specific you are and more examples you give the easier it is for people to understand. Then lead by example so there are no mixed messages.
Encourage your team to take the guest journey, and see everything from a guest’s point of view as often as possible; they’ll invariably spot things that can be improved to enhance the guest experience, and this helps them put the whole customer experience into perspective.
Establish systems and guidelines where necessary and adequate tools and resources to meet these expectations. Too much red tape, domestic staff or hotel staff shortages, unreliable equipment or a poor product will only lead to frustration and is bound to have a knock-on effect on domestic staff or hotel staff’s ability to deliver great customer service.
Regular communication
Keep domestic staff or hotel staff up-to-date at all times. Conduct daily briefings to cover such information as: VIP guests, special needs, regular guests and any known preferences so domestic staff or hotel staff can anticipate their requirements, today’s menu and details of all ingredients, special offers and events or deals, other activity in or around the hotel that could impact the guest in any way, domestic staff or hotel staff shortages and cover of responsibilities. These actions ensure your domestic staff or hotel staff are fully briefed and competent to deal with any guest’s queries or concerns.
The daily briefing also provides an opportunity to get feedback on any guests’ comments. You can discuss any questions or suggestions that arise about operational issues that could have a bearing on the level of service your guests receive.
So, even on your busiest mornings make sure these briefings still happen; it’s generally on the busiest days that things go wrong.
In part 3 of the blog,  I will looking into empowerment of the domestic staff or hotel staff and by giving them the training and skills that are needed, to gain the customer’s confidence.

Tags: Customer service, domestic staff or hotel staff training
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How to Get the Best from your Seasonal Domestic staff or hotel staff
This month many of you will, I’m sure, be taking on additional domestic staff or hotel staff for the summer season. But are they an asset or a liability? If all you do is give them an order pad or a uniform and tell them to get on with it, they could be doing more harm than good to your summer holiday profits.
Recruitment
Your selection of domestic staff or hotel staff needs the same care and attention you’d give to any member of domestic staff or hotel staff. Don’t be fooled into accepting someone just because they are available. Now more than ever you need to recruit people who can hit the ground running. With the best will I the world someone with the wrong attitude is never going to leave customers with a great experience and clambering to come back. Bear in mind that for many of your customers at this time this will be their first visit, so ensure that first impression is a good one, so it’s not their last.
Direction
Everyone needs to know what’s expected of them from day one. Ensure you give them a thorough induction, which is planned out in advance. You won’t have time to revisit things that are missed, so schedule this into their first week, so they have an opportunity to absorb the information. This should include:

• Define your values, who your customers are, and what their expectations are.
• A clear job description outlining their responsibilities, time scales, priorities, measurements or KPIs, and how their role fits in with the bigger picture.
• Clarify basic standards of dress, domestic staff or hotel staff behaviour, time keeping, break allowance, domestic staff or hotel staff meals, security, food safety, health and safety.
• First impressions count. Specify your establishment’s standards for welcoming and greeting customers, including the booking procedures if this is part of their role. Even back of house domestic staff or hotel staff need to know the protocol for greeting customers or dealing with their questions.
• People can’t sell something they don’t know exists. Ensure a thorough product knowledge – what does your establishment offer – times of service, complementary products, etc.  Let your domestic staff or hotel staff taste the dishes, explain what accompanies each dish and what it should look like, what prices include and what’s extra (especially with fixed menus or party packages).
• Establish protocol in dealing with difficult situations, customer complaints, and awkward customers.  Define the line between handling themselves and when to seek intervention from a manager or more experienced domestic staff or hotel staff member.
• What is their role in up-selling, and what are the products you want them to promote, including any future events?  What are the benefits of these offers or products from a customers’ perspective?
• Run through the payment procedures, including any security procedures or checks needed, and how to deal with any concerns or potential breaches.

Support and teamwork

• Don’t leave them floundering or too scared to ask for help. Establish a clear line of reporting, and who to go to for help and guidance when needed.
• Teamwork is key. Introduce new domestic staff or hotel staff to the whole team, defining everyone’s areas of responsibility to ensure no gaps and no duplication of effort. Avoid the frictions that occur when someone hasn’t pulled their weight or others are seen to ‘interfere’ with your way of doing things.
• Consider assigning each temporary domestic staff or hotel staff member with a buddy, someone to look over their shoulder, guide them and support them as necessary ensuring, of course, that this person will be patient and supportive when asked.
• Avoid being let down at the last minute – Provide out of hours contact numbers and establish procedures for sickness reporting.

Recognition and reward

• If your core team are incentivised, make sure you include seasonal domestic staff or hotel staff in the scheme.
• Give them something to look forward to and keep them interested for the whole season.  Involve them in any after work social activities and maybe some incentive awarded at the end of the season.
• Recognise potential and consider opportunities to turn part time or temporary into permanent or regular work.
• Maintain your reputation as a good employer. Treat seasonal domestic staff or hotel staff well, and they will be willing to come back next time you need an extra hand, and spread the word that you are a good employer.

Remember summer is a time when you have a excellent opportunity to wow first time visitors with a great experience, and hopefully make them into regulars or referrers. Don’t blow that one off chance.

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