Top 20 Role Playing Situations for Hotels:
Are we really having to play pretend again?! Yes, actually, we are. There is never any real way to expose an employee to dealing with a specific situation without actually role playing. Below are some real service-related situations to use for training:
1. My bill is wrong. I was overcharged.
2. The size of my room does not appear as it does in the pictures online.
3. My bank account has more charges pending than my bill is for.
4. My air conditioner is noisy.
5. My room wasn't cleaned today.
6. My shower/tub is clogged.
7. My TV isn't working.
8. I don't have enough toilet paper.
9. I want an early check in and the room is not ready.
10. The internet is not working/too slow.
11. I'm out of coffee.
12. I requested a rollaway and there isn't enough room.
13. I didn't have any hot water.
14. The pillows are uncomfortable.
15. The pool is not warm enough.
16. The elevator is slow.
17. There is not enough parking.
18. I requested a first floor room and didn't get one.
19. I need a late check out; on a sold out night.
20. The breakfast is terrible.
Top 20 Role Playing Situations for Restaurants:
1. This is not what I ordered.
2. My food is not hot.
3. My food is taking too long.
4. My silverware/glass is dirty.
5. My drink is taking too long.
6. My drink tastes terrible.
7. I have been waiting too long for a server.
8. The wait is too long to be seated. There are empty tables.
9. The service is terrible.
10. Our food didn't come out together.
11. I never received my salad/appetizer.
12. This meal is overpriced.
13. My meat is not cooked correctly.
14. The portions are too small.
15. My table is dirty.
16. The restaurant is dirty.
17. The buffet is not stocked.
18. I never received any silverware.
19. I waited too long for my food.
20. I didn't like my meal. (Yet it is all gone.)
Please note- while role playing, keep it realistic and try to empathize with the guest. The best approach taken to any problem is to use the LEARN module- Listen, Empathize, Apologize, Respond, Notify. Once a problem has been resolved, a best practice is to take an extra step to ensure the customer is happy and go above and beyond the expectation of a resolution. A happy customer is a repeat customer. An unhappy customer can cause a loss of business and bad online reviews.
Ready, Set, Action...
I would love to hear of more role playing situations you find useful. Comment below or email me at Lindsay@nextgenhospitality.us.
What Makes a Leader “Successful”?
PASSION! Successful leaders are always passionate. They are positive, energetic, passionate and surround themselves with like people.
To be truly successful you must be passionate in your work. It has to bring out an energy that motivates and excites you! This “excitement” is what rubs off on others and gets you to the top.
So what is it that makes your heart sing? What makes your heart race and words want to spew out of your mouth with five million thoughts running through your head all at once? That’s where you’ll find your passion. This passion is what makes successful people.
A successful leader knows exactly what that passion is. This creates an energy in you that is glowing and contagious. It draws people to you and creates an environment of positivity.
Once you discover what drives you and SPARKS this passion, successful people find other passionate and successful people to collaborate with. My mentor once told me, “If you’re the smartest one in the room, you’re in the wrong room.” True Story. To evolve your knowledge and resources you need to reach out to other experts in your field and learn from them. The smartest people say they still have so much to learn. The most successful people credit those around them. These are the people to look for.
If you have found your passion and love what you do, pat yourself on the back and high fives all around! If you haven’t yet, go for it! Find that passionate person that draws your attention and run with them! You’ll find it amazing how strong energy is and how with a little inspiration anything can be done! (Just be aware of stalking laws!)
For more information, or to schedule Lindsay live, email Lindsay@nextgenhospitality.us
5 Ways to Open Communication
Communication is the key to any successful business. Without effective communication, you are failing and putting your team in “Reactive Mode”, as opposed to Proactive. Nobody enjoys dealing with angry customers and having to apologize for others mistakes. By having effective communication practices in place, you can prevent these problems from occurring by having proactive communication. Proactive communication addresses concerns before customers get angry and prevents mistakes. Every successful business has a successful team; and a successful team has effective communication skills. NO team has ever made it to the Super Bowl without having great communication. Bring your team to the “Super Bowl” by following these tips:
1.) Hold frequent, scheduled meetings. Say, Tuesdays at 2pm, or Fridays at 10am. Regardless of what time works, schedule it and stick to it. Hold people accountable for attending.
2.) Prepare for said meetings! Have an agenda, stick to the point and don’t waste everyone's time. To keep engagement high, have a quirky thing you do at each meeting that involves everybody. This can be recognizing people or good deeds, exciting upcoming news, a community involvement or celebrating successes.
3.) Have a weekly or monthly evening conference call. FreeConferenceCall.com offers a free account for conference calls. I personally utilize this to its potential! By scheduling a meeting at 7pm on Tuesdays, I can reach EVERYONE without taking too much of their personal time. I feel it’s too demanding to get 30 people that work 3 different shifts to meet in person once a week. They can call in from their couch, restaurant, kid's soccer practice, sitting in traffic, etc. I tend to keep the calls under 20 minutes, but these calls keep everyone in the loop regarding a recap of the past week and what is expected for the next week.
4.) Don’t ASSUME… hopefully by now you are aware of what “assuming" can lead to. Encourage your team to over communicate EVERYTHING! And copy everyone on emails that it MAY pertain to.
5.) Lastly, go back to the basics… Go back to the drawing board… a bulletin board! Have a bulletin board where everybody can see it that shares your expectations, goals, progress, feedback, social media reviews, successes, birthdays, upcoming events & deadlines, etc. But be sure to constantly update the information & encourage your team to contribute to it! Otherwise it just becomes wallpaper.
Now go schedule your first NETMA Meeting! Have fun and open your teams’ communication. You’ll begin to see results in your revenues and customer feedback quickly.
For speaking events or personalized on-site trainings visit www.NextGenHospitality.us or email Lindsay@nextgenhospitality.com for availability and prices.
Photo Credit: Unsplash.com
It's surely not an easy fly-by-night thing to become an award winning hotel. But by following the tips below, some extra dedication, passion and goals... it's possible.
First, and foremost, check your attitude. The attitude you have towards your job is going to be reflected in your team. A great leader has a positive attitude, is consistent with direction and knows how to motivate their team. You need to be able to roll up your sleeves when needed, provide training and feedback, and celebrate successes. There is always a great leader running an award winning hotel. As a manager you need to see yourself as your teams' "Coach, Cheerleader, and Nourisher of Champions." (Thank my dad for that line.)
Vital to success. You do not need employees that are just there for a paycheck. You need to instill an environment that has "team members" that have the same goals as you. That strive to be the best at what the do. That take pride in their work. And most importantly... feel respected and appreciated. So from time to time, take the time out to evaluate your team. Some may need training, some may need motivation, and some may need to simply find another job that suits them. I can't tell you how many times I have actually helped an employee find a new job that suits them better. Let's face it, hotels are not for everyone. Personally, I think you either love it or hate it.
Training & Tools
Is your team fully trained for their role? Do they have a perfect understanding of their job functions and the tools needed to perform them? Check on each of these for every single team member you have. You may be surprised of the responses.
Team Member Feedback
Tell your team about the awards you want to "earn". ("Winning" an award is definitely earned.) Get your team involved. What are their thoughts of how you can get there and what they feel is necessary to achieve it. Get the as involved and invested as possible.
Set & Communicate Goals
Continually update, provide feedback, broadcast and celebrate successes! This is HUGE! You can not ever reach a goal unless your team is aware of what your goal is. Post your guest surveys, social media reviews, star reports, revenue numbers, inspection scores, etc. weekly at minimum.
Talk to your regular guests. Share your goals with them. People love to give their opinions, actually use it to your advantage. Carefully review all social media and survey comments and look for trends you can easily address.
Ask for Help
There is no shame in having to ask for help to achieve a goal. This goes for professionally and personally. Speak to your bosses, brand managers, corporate office, social media groups, and other managers for tips and ideas on how to achieve your award winning status. Look up past winners of the said award and contact them for help. Or even goes as far as asking to shadow them for a few hours if possible. Talk to their team members as well! It takes a team to achieve in this business; what drives their success?
Lastly, don't take your eye off the ball... there are still going to be rough days, bad surveys and setbacks. Don't let it get you down! Look at every hiccup as either an opportunity to make someone a loyal customer or simply a training example.
Being the recipient of many global awards, I can tell you that the best part is celebrating it with your team! Be sure to have a big party! I'll be waiting for the invite!
Schedule your our personalized training today! www.nextgenhospitality.us
They say "Sex Sells", but in reality, SERVICE sells. An average experience doesn't always keep customers coming back- an Outstanding one does! An outstanding experience not only gains repeat business, it also gains business by word of mouth. Below are some examples of how to achieve that over the top service to help grow your business.
Customer service begins solely with building a relationships. You need to know who your customer is and how to best satisfy them. Ask open-ended questions, show interest in their personal and professional selves, understand the in's and out's of their business. How is your product/service and relationship going to benefit them? And be sure to listen. Take notes. At the end of a social networking event, take the time to write on the back of business cards something specific to that person that you can use as an opening for a sales or follow-up call. Selling your own product or services sometimes requires you to put yourself in their position and see how you can benefit them, not just with your product. (Ex. connect them with other businesses that can also benefit them.) This will show your client that you have an interest in helping the success of their business. Always be sure to note personal information such as anniversaries, birthdays, children's/spouse names, major milestones, promotions, etc in their profile. (You'll thank me later for that.) Another way to obtain information on your current and potential customers is with some time-allotted research. Social media is such a fabulous thing. Explore their websites, LinkedIn, Facebook, Instagram, etc. You may feel like a stalker, but really it's research vital to your relationship.
Having the right team members
Notice I said "team members" as oppose to "employees"... Referring to your employees as team members is just the beginning of having your employees feel more like a unified team. Instill a "If one fails, we all fail mentality." Did you know that U.S. News and World Report found that 68% of customers leave because of bad service? (Super Service by Val & Jeff Gee, 1999) Bad service can stem from a multitude of things. This includes, but is not limited to: Employing the wrong people. Not training you employees. Not sharing with the employees your goals and targets and results. Overworking employees. Not providing employees with the right tools. And not empowering employees. A training that I HIGHLY recommend to anybody that oversees hiring is completing a Behavior Interviewing course. (And check back next week for an upcoming blog with interview tips and sample questions.)
The clients and team are in place... Now what?
Now it's time to WOW! Regardless of your product or service, now is the time to shine. Know exactly what your goals are, have a place in plan to achieve them, communicate them to your team, empower your team to make decisions and go over the top & celebrate your successes. It is vital to any company to celebrate your successes! Even the best of employees will leave you if they are not feeling appreciated, so ensure they feel included. Get out and network! Involve your team in the community. Donate your time and/or product if possible. We know word of mouth is a huge part of business, it's even better if it's associated with a good cause or good deed.
Now for the "Wow" Factor
The difference between your company and your competitor is simple; creating and maintaining a personal connection. Keep a database on you clients and potential clients. Even if this is a simple excel spreadsheet. This should include any obtained information from contact info to birthdays to favorite liquor or candy to follow up dates. Write personal, hand-written notes when possible. Personalize your customers' experience and make it memorable. Lastly, follow-up. Get feedback. And always be on the lookout for ways to improve.
You may have thought there is a "magical solution" to providing superior service, but it really boils down to being passionate, compassionate and caring. Do what you love and prove it. Best wishes to you and your success. Remember that a smile goes a long way. =)
Schedule your own personalized training or speaking seminar at www.NextGenHospitality.us
Lindsay has been leading the hospitality industry for 20+ years. She has worked in hotels ranging from full service to limited service to extended stay; and has held positions that include General Manager, Revenue Manager, Corporate Human Resources, Controller and more. Her passion is SERVICE and it shows! Her enthusiasm and energy is contagious!