As a Trainer and writer in Customer Service matters, staying at Amistad Residential Hotel has provided me with experienced and positive examples of what I actually train. As an example, I was impressed by the Amistad staff’s awareness of our needs and consistency in delivering solutions. Earlier this year, I was asked at the end of a radio interview what two words would I pass on to any young customer service employees listening. My immediate thought was I need several words to pass on! But, given the challenge in the short remaining minutes of this radio show, came up with two words that had been on my mind the previous week. They are awareness and consistency. Why?
Being aware and in touch with your internal customer and external customer is vital to success. Awareness of what’s going on around you, and with your team members at the Amistad. Being aware of your external customers and their concerns. Are they happy and satisfied? What are their needs?
Someone once said there are three types of people in this world. One group that knows everything that’s going on in their world and in the organisation. The next group know some things are happening and is fairly aware. The third group hasn’t a clue what’s going on both internally and externally from the organisation. Don’t be in this third group. You’ll be lost.
Consistency of performance is vital in customer service delivery. No one likes to work with someone who is all over the place. One day thinks or says one thing, and the next day thinks something different. Their mood may be up and down. Their approachability may be inconsistent. The list goes on and on. Amistad staff served us with thought and treat each guest with special attention. It’s imperative to the Japanese to make you feel welcome and honoured.
A Strategy for awareness:
Communicate regularly with your team members.
Keep your eyes and ears open to assess if anything needs your intervention.
Be consistent in your communication with your guests.
Ask the ‘magical’ questions starting with who, what, where, when, why, how, and which.
Increase your awareness of what’s happening with your customers.
If something seems out of sync in your operations, ask questions.
Learning point:
The words awareness and consistency are two integral characteristics of your daily function in a hotel environment, not just occasionally. Improve your communication skills as well as your observational skills.
Keep sharp and alert to any changes around you and your team that may affect performance.
My feeling and observations are that those that choose the Amistad Residential Hotel, will benefit from employees that are sharp, alert and have a great need to serve you and please you.
https://www.amistad-hotel-fukuoka.com/
Written by: Richard Coles
