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Handle Moments of Truth correctly. In the service sector a Moment of Truth is when an employee interacts with a guest. Generally speaking, you have just 15 seconds to make an impression. You want to make that impression a positive one instead of a negative one.Hire good people and keep them happy. There is high turnover in the hospitality industry, because it can be difficult work. The key to keeping good employees is to hire those who fit within the corporate culture and keep them interested in the success of the organization.Respond in a timely manner. No one likes to be put on hold, have to wait in line to check in at a hotel or wait for their check to come at a restaurant. Service organizations who make a point of responding in a timely manner are more likely to keep customers coming back for more.Futura Group SIT12 /BSB15 Version 1.0
Compare and Contrast Full Service Hotels and Limited Service PropertiesAt our entry level of economy / limited service we will find a basic room for the night. There will probably be some coffee in the lobby during your check-out and maybe some sweet rolls but not much more. There will be no room service or restaurant on property. Here we find the Motel 6 and Red Roof Inns. You could put Hampton, Holiday Inn Express, Sleep, and Hilton Garden Inns in this category also but they serve you a much more extensive breakfast in the am.At the mid-range of service we generally find full service properties, i.e. those that have restaurants on site and meeting space for attendees. This is the area of the Holiday Inns, Hiltons, Marriott's, Doubletrees, etc. These are definitely nicer properties related to their furniture, fixtures, and equipment (FF&E). They tend tospend more money on the uniforms and amenities in their properties also.The upscale range will have finer FF&E again, better informing, more staff, and better training related to the service attitude. Here we find Hyatt, Starwood Westin, Four Seasons and Ritz Carlton. The latter two properties tend to drift up to World class at many of their properties, but not all. The world class designation is for those properties that consistently deliver the highest quality of service to their guests. These properties are usually independents and tend to be smaller than 300 guest rooms.Here are some of the world class properties: the Burj Al-Arab in Dubai; the Regent in Hong Kong; the Oriental in Bangkok; the Hotel Eden in Rome. There are others but they are few. An employee to guest ratio of 1:1 or greater is common among the world class facilities. However, service is not determined by the amount of bells and whistles a hotel may provide. Service is determined by human beings being of service to other human beings. Service is a human quality. At the world class facilities the employees are always available but never in the way. They seem to know when to appear and to assist.