We were looking through some old copies of the Caterer last weekend. Onecall subscribe and get the Caterer weekly by post.
A recent article by Ellis Earls is headed ‘10 Things every Hotelier should know’ and it prompted this post – We’ll post a new point every now and again.
NUMBER ONE – Recruit the right staff
There’s no doubt about it – a warm welcome and professional, polite, and highly skilled staff will make a business the preferred provider even if the place is a little tired. We have known hoteliers pump thousands into a refurb and then retain unsupervised and unprofessional staff on relaunch – disaster!
You can read a great CV and an attached photo may endear but what are they really like in the work place? Do they have people skills? The best way to assess this is by offering a trial shift.
One of our favourite hotels is The Grand in York. From arrival through to departure the customer service experience is second to none. Likewise, The Renaissance, Manchester; the place is dated but the customer service experience more than compensates.
Look after your staff and they will look after you and your bottom line.