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.