In today’s fast-paced world, efficient communication is vital for any successful business. With the rise of messaging apps, one platform has emerged as a game-changer in the hotel and resorts industry: Whats App. Not only does Whats App allow businesses to stay connected with guests, but with the right automation strategies, it also streamlines operations, enhances customer experience, and boosts revenue. In this blog, we will explore the benefits and best practices and power of Whats App automation in the hotel and resorts business.
Human resource often outlined as a non productive and administrative department as it does no lead to potential revenues or production, than this is one of the biggest mistake you would ever do to your business. Human resource is one of the most productive building block of the organisation that not only manages current but develops the future pipeline of the organisation, in this article –THE NEW POSSIBLE we shall discuss how effective HRM can be a winning stroke for your establishment
Human resources managers oversee the most important component of a successful business – a productive, thriving workforce. This requires viewing people as human assets, not costs to the organization. As with any other asset, a talented workforce can be used strategically to add value to an organization. The HRM most productive role is to strategically manage people as a business resource, establish the process of Hiring and recruitment people with specific skills, establish employment benefits and develop training and development needs based of anticipation of the future roles.
BUILD EMPLOYEE LOYALTY -BUILD lucrative employment matching with needs of organisation and skills of the employee develop transparent appraisal system to gain the faith in management and enhance equal opportunity for all. Maintaining personal touch with employees and their social environment through CSR activities is one step further.
Vasant Panchami is marked as the festival of knowledge by worshiping Goddess Saraswati , the yellow color has great significance on this day, it is celebrated on the first day of the Spring season and fifth day of the MAGHA month [according to Hindu calendar] where northern states celebrate it as the flowering season of the mustard fields ,flying kites expressing joy on the mature mustard season and the eastern states like west Bengal it is celebrated by worshipping Goddess Durga –the Supreme power of knowledge , southern Indian states mark this auspicious day as SRI PANCHAMI ,exchange gifts and indulge in traditional gourmet , in simpler words VASANT PANCHAMI has the true relevance of Indian festival and culture across the country.
Basant Panchami marks the beginning of the transition period from the severe winters to Spring , after Makar sankranti the SUN starts its northward journey from the tropic of Capricorn fading away the winter to more warmer days. After the transition of the winter the spring comes to full bloom in 30 days around the festival of HOLI.[Festival of colours]
POSITIONING OF YOUR HOTEL IN COMPETITIVE SET is the most important exercise which has to be implemented with caution ,market intelligence and operating environment of the city. In order to maintain an important position rather respective position it is must to analyze the market economic conditions , travel trends , operating segments and market penetration thresholds.
THINK LONG TERM- it is often seen the hoteliers making mistakes by establishing short term gains or opportunity benefits rather than long term , the situation demands the focus should be on long term plans , may be establishing five year strategic plan which is reviewed every six months. The current or short term marketing exercises, brand building is undertaken according to the reviews of the long term planning.
A customer talking about their experience with you is worth ten times that which you write or say about yourself
GUEST DELIGHT or CUSTOMER SATISFACTION can be simply understood with the fact that “Every satisfied guest is one next step towards building greater business” , this is universal truth not only for hospitality but for every business. This article will discuss the importance of guest delight in building resultant revenues and methodology toward achieving it.
,Well explained in simple words, Customer delight is about engaging your guest at an emotional level and appealing to their higher-order needs. After all, wouldn’t you rather have an excited customer as opposed to ambivalent one? Guest delight is winning the emotions of the guests in service transaction through pleasant attitude, professional approach and complete product. Creating that feeling of “someone special” or most important person in the world for the guest. Moving from customer satisfaction to delight requires a change of approach, as well as a change in both thinking and behavior. As we mutually strive to design and execute better guest experiences, these five guidelines will do more than satisfy your guest, they will create a truly delightful hotel stay.
FRIENDLIER APPROACH –Friendly employees leave an impression on the guest’s mind. The studies reveal that many guests used words such as “charisma,” “friendly”and“pleasant attitude” to describe their interactions with service workers. It is always a pleasure for every one of us to be acknowledged by our surnames or first names, it gives the special feeling of acknowledgement. Mandate your team to address the guest by Surnames with Proper salutations; we are all supported by technology at every service call point all it takes is a little effort of open PMS window before answering any guest call. Add those magic words creating WOW factor by end of every transaction like –wish you a great day ahead , have a great tour, Bon appétit etc.
PRODUCT FULLFILLMENT -After reading many guest feedbacks , it is apparent that guests appreciate professionalism and mastery of essential duties. notes that “events were well planned,” recalled being “impressed by the quality of people” in the hotel, and commented on the staff’s “attention to detail.” Developing expertise in a profession can be challenging in a high turnover environment such as the hotel industry, but proper training, adherence to quality standards, and demeanor can make this goal possible. Training need to be focused on CSIP [continuous service improvement approach]
ESTABLISH REACH WITH EVERY GUEST-REACH your guest during their stay , while passing through public areas , or during IN room dinning transaction , or any other service ,interact with 2QA [2 question approach] –interestingly this 2 question approach was highly successful when applied in my hotels , every staff is mandated to interact at least 4 guests
Q1-salutation, followed by how was your day or hope the room is to your expectations.
Q2 is there anything I could do for you
Any suggestion of service lapse, called by the guest can be easily attended before the check out. Irrespective of department the staff can pass on feedback to GRM to attend.
TRAIN YOUR TEAM: Hiring people who are naturally friendly is a smoother path to attain this goal. Furthermore, creating a work environment that stirs such reactions is another necessary step. Share the guest feedback index with your team, elaborate on negative feedbacks or the normal feedbacks and discuss where we went wrong, what could have been done to avoid it and all other rectification permutations. Create the atmosphere of challenge by comparing the best period to the worst index figures. Initiate staff incentives if your costs could allow. Motivate the team to higher ground. Some hotels even slide share the feedbacks from various sites of the competitors to understand their positives and fulfillment levels.
TURN PROBLEMS IN OPPORTUNITY TO WIN GUEST– I view service recovery as a process of neutralizing negative guest attitudes and emotions. However, not only can we neutralize emotions, but by virtue of our recovery efforts, we can create delight. Remember offering HI tea or a room night with compliments is way too low cost to hotel than the cost incurred in getting every new guest IN, numerous feedbacks highlighted guest’s positive reflections regarding hotel staff who went out of their way to solve problems. To attain this, it is necessary that the staff pay attention to opportunities to help the guest, especially those in which there’s no service failure, but the guest still faces a challenge.
Well summarizing the above , we can conclude to the fact that speaking to guests during their stay with the hotel not only builds chances of recoveries but also project a friendlier hotel staff , no matter what the situation is , a warm smile ,pleasant tone and empathic approach towards our guests can win them forever.
