Ways of Implementing The 3C's Of Hospitality 1. COMMUNICATION Effective communication involves being clear, prompt, and personal throughout the entire guest journey.
Pre-Arrival: Proactive Outreach:
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Send personalized pre-arrival emails or messages with relevant information, such as airport transfer options, local events, or dining options. Set Expectations: Clearly communicate check-in procedures, facility closures, or any other information that might affect their stay to avoid surprises later. During the Stay:
Address Concerns: If a guest has a complaint, address it swiftly and professionally to work towards a positive outcome. 2. CONVENIENCE Convenience is about making the guest experience seamless and effortless, from start to finish. Streamlined Processes: Mobile Check-in/out: Offer mobile check-in and check-out options to their stay and encourage them to leave feedback or a review.
Personal Recognition:
Address guests by name and acknowledge any special requests or preferences to make them feel valued. Real-Time Assistance: Use a guest messaging platform (SMS, WhatsApp, etc.) to allow guests to ask questions or make requests instantly, and have staff available to
respond promptly. Active Listening:
Train staff to actively listen to guests' needs and body language to anticipate issues and resolve them quickly before they escalate. Post-Stay: Follow-Up: Send a timely follow-up message to thank guests for
bypass front desk lines. Mobile Keys/Payments:
Implement mobile room keys and contactless payment options for added ease and efficiency.
Page 62 | HOSPITALITY NEWS NOV
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