Customer Service Excellence
To hear the words “Welcome” / “Céad Míle Fáilte” and know that they come from the heart. This is music to my ears. To see a smile and a friendly face when you arrive at a hotel. This sets the tone for a lovely experience. How many times have you arrived to check-in, laden with bags and the unsmiling receptionist asks you are you checking in while at the same time presenting you with a form to fill in? No “hello, how was your trip?” Following a mediocre stay in a mediocre bedroom, you receive a post stay email asking you for feedback. I ask the question,”Why didn’t you ask me during my stay?”. Sometimes it feels like an invisible hotel with invisible staff and as a guest, you almost feel invisible yourself. As an industry that revolves around people, let’s try to connect and engage more with our guests and bring hospitality back into hospitality.