Step into a hotel and the first impression is often one of calm efficiency. The lobby lights are at the right level, the desk is prepared, and the line flows. These aren’t coincidences. Part of managing in the hospitality business is being aware of the small elements of service that impact overall guest experiences. One of the first training exercises for new staff is how to pay attention to these little details to ensure consistent quality. A good initial exercise is to visualize the check-in process from the point the guest walks into the lobby to the completion of the service.
What does the lobby look like? What does the front desk look like? What is the initial conversation with the guest about? Each of these micro-steps contains decisions that contribute to the success of the moment. Is the initial greeting timely? Are the directions for check-in adequately explained so the guest doesn’t need to ask questions? Visualizing each step allows the staff member to pay attention to the full moment rather than just the tasks. One of the common errors of new staff is to focus solely on the direct action of service, say smiling and using a scripted greeting.
While these behaviors are important, they don’t count for much if everything else about the moment is poorly managed. A warm smile means little if the check-in process is slow or confusing. The solution is to pay attention to the details before the direct action. Is the information about the room organized? Are directions for retrieving the key clear? Are the guest’s preferences noted? Practicing this sort of visualization for just a few minutes a day can have a big impact in a short period of time. Take 15 minutes to visualize just one of these moments, say, a check-in conversation from the initial greeting to the handing over of the key card.
Visualize what information needs to be clearly communicated, and what information can wait until later. Then take 15 minutes to visualize the explanation of hotel amenities. Then repeat the process with giving directions to the elevators. The repetition allows the staff member to pay attention to the rhythm of the service moment and begin to understand the flow. As this ability grows, it translates into an overall sense of the operational flow of the hotel. Staff members stop reacting to one situation after another and instead begin to anticipate them.
The guest feels tended to rather than serviced, and the moments feel less stressful. Hotel management is about being able to connect a series of small details into one smooth and integrated moment that feels natural for a guest when she steps up to the desk.