How Do You Fix Problems? A #Hospitalitier in Action.

In hotels, front desk agents are trained to handle guest issues and resolve them accordingly. Some hotels resolve issues by fixing the problems, while others teach their employees to resolve them and take it a step further. And then there are a small few out there who will go above and beyond and will compensate or offer an amenity to re-engage the guest.

In my experience I have been shown ways to approach these situation. The LEARN model is a common one and is fairly straightforward. Listen-Empathize-Apologize-Resolve-Notify. Listening is the most important. You may hear an upset guest but you may not listen and understand the issue. Once you have heard and listened, then you can react with understanding and apologizing. Resolve the issue, follow up with the guest, and notify management for potential additional follow up. The Ritz Carlton is very good with this approach as various departments communicate guest issues across the hotel leadership. This allows other areas to focus harder on that guest to re-engage them but also prevent future issues from coming up. Once the first one arises, guests are typically more aware of other shortcomings and won't hesitate to bring those to your attention. Additionally leaders will reach out the guest to ensure satisfaction and perhaps offer a way to get them back engaged with the hotel.

Below is what most front desk tool boxes look like (metaphorically speaking). If you open it up, you'll find things like complimentary breakfast coupons, free drink vouchers, wifi access (in certain companies), and maybe some stationery.

I've been in luxury and full service hospitality for almost half my life between the PGA TOUR/ TPC Network, Private Golf Clubs, and Luxury Hotels like Ritz and Waldorf. My tool box, thanks to my leaders, is much bigger. It's like the size of most tool boxes you find in a body shop. My toolbox contains floral arrangements, boxes of chocolate, rose petals, blank logoed stationery, champagne and fine liquors, excursions, spa packages, and so on. It also contains a critical thinking guide. I've experienced most negative situations in hospitality and know how to effectively respond and resolve issues. I wish I was better at apologizing, but I am usually very confident in resolving issues to satisfaction without compromising the integrity of the business. Thank you to the Andrews, Anna, Erins, Mikes, and Codys out there who have helped me over the years. Each has taught me various foundations of perspective to help me where I am today.

Expand your toolbox. Hone in your skills in communicating with guests who are upset or disappointed in services. Work with your teams to help them learn from previous issues to better handle future ones. Create a toolbox for your employees whether its a real box or one with ideas for those inexperienced in resolving issues. Create a budget for your toolbox and empower your employees to be the best you when you can't always be there. Your scores will go up. Your engagement will become more fluid. Your bottom line will get fatter. In the end, you will be more successful than when you first read this post.

We Are Conductors (of Music)

For the past year I have been learning the challenges of building a team of solid players. Players who could be strong pillars with a deep impact, players who could hit high notes, and players who could get my blood racing at the sight of a well oiled machine.

I love music. And no not the music that most people my generation love. I’m old school. I enjoy classic rock. I enjoy the brass and woodwinds of Chicago. I like the trumpet of Chris Botti occasionally mixed in with a violin or the workings of Sting. It’s summertime. How can you not love the sounds of summer and The Beach Boys?

I can’t name most artists like many of my friends can. I grew up listening to 101.9 in New Orleans and know most words to most songs. I’ll never go on the show Beat Shazam or Name that Tune. I don’t pride myself on that.

I pride myself on immersing myself in the music. In the sounds echoing in the room or orchestra hall. In the vibrations from the strings. They move a certain way. From the way the horse tail string moves along the strings. How one's breath across the reed of a woodwind instrument makes a certain sound. From the way the air passes through the curves of a trumpet. Immersing myself in the muffling of the pure heaven that brass instruments make.

Back to why I’m posting this. I have found some great talent to walk through the front doors of my hotels-- I've also found some that are less than desired. As a team, we have made do and we have had moments of triumph and great success. I’m here to make a team of successful individuals. Men and women who play their own tune but one that is constant to the product we offer. Who play a tune so melodic and pleasing to the customers ears. I have to be the conductor. I have to teach them how to pluck the strings, press the keys, and beat the drums. I have to groom "first chairs" for each type of instrument or supervisors of the orchestra. Leaders can't be everywhere at once and I have to trust that my "first chairs" will keep the music on  rhythm. I am working on my Opus. It’s not done. I may only have the first page. But it’s a work in progress. We will get there. And when we do it’ll be a harmonic tune.