Posts tagged #CXRA

Handling Hospitality with CARE

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Connect. Anticipate. Respect. Exceed. In her recent presentation on “Achieving Hospitality Excellence” with our management team, Shelley Dickinson identified these four actions (CARE) as a necessity in providing a high-quality hospitality experience.

  • Connect. As we’ve discussed earlier in this blog series, connecting on a personal level with your clients is the best way to form a lasting loyalty. Reading and feeding their signs while interacting with them makes you an indispensable part of their experience – and guarantees that you will be their go to for providing hospitality services to them in the future.

  • Anticipate. Anticipating client needs is an incredible way to provide an excellent hospitality experience for your client. To know what someone may need before they need it ensures that they are feeling heard. Those non-verbal cues that guests share saying “make me feel important” are addressed when you give them something they want before they even have to ask for it.

  • Respect. Showing respect for not only your clients but your staff, too, allows you to create a positive vibe that will be felt throughout your event. By showing respect for your staff, you put them in the mindset to pay it forward to your clients. If they know you respect them then they will respect the guests at your event – ensuring the best experience for everyone involved.

  • Exceed. Exceeding client expectations by going above and beyond takes loyal clients and turns them into referring clients. Clients whose needs are met come back again to work with you. Clients whose needs are exceeded bring their friends to work with you as well. Building your business through referrals is akin to getting paid interest on your savings account – it’s a reward for the job you were doing anyway.

“The road to success is paved with mistakes well handled.” As Shelley closed out her presentation, she shared this with us and as we close out this blog series, we wanted to share this with you. In hospitality, as is in life, how you handle issues often is a better reflection of who you are and the service you provide than anything else. Handling situations with CARE will ensure future success.

Do you use CARE in hospitality? Share with us how in the comments below and you may be featured in an upcoming post!

CARE with us! Contact us here.

Posted on October 18, 2018 .

Reading & Feeding Signs: The 5 As in Hospitality

In her recent presentation on “Achieving Hospitality Excellence” with our management team, Shelley Dickinson spoke about how important it is to read and feed signs in hospitality. When a situation arises on site that requires your attention, making your client feel important while defusing the situation should be your number one priority. To do so, you must read and feed signs using the 5 As:

  • Acknowledge to your client that a problem has arisen

  • Apologize for the inconvenience or discomfort the client has been caused because of the problem

  • Ask what action you can take to resolve the problem in a manner they feel is fair

  • Act to provide a resolution for them that both you and the client feel is appropriate

  • Assess what happened to cause the problem in the first place to ensure it does not happen again

Taking the time to acknowledge and apologize feeds the signs of discomfort the client is showing you. Asking the client what action you could take to solve the problem before acting with a solution makes the client feel heard as well as allows you to temper your response. Sometimes, we offer more than is required to resolve the problem. Stopping to ask the client’s opinion before you take action can allow you to respond appropriately for both you and the client. Assessing the situation once a resolution has occurred rather than before the resolution occurs allows you time to properly review what happened, thus ensuring it is unlikely to help again.

Do you use the 5 As when handling client problems? Share with us how in the comments below and you may be featured in an upcoming post!

Achieve hospitality excellence alongside our team. Contact us here.

Posted on August 30, 2018 .

Achieving Hospitality Excellence

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At the Annual AYS Summer Retreat this July, our management team had the pleasure of hearing Shelley Dickinson, CxRA Service Director, speak on “Achieving Hospitality Excellence.” Shelley’s career in hospitality includes a career cultivated at Sofitel, The Ritz Carlton and, now, Catering by Restaurant Associates in Washington DC, Philadelphia and Delaware. During her presentation, Shelley spoke on the concept that hospitality excellence is not just achieved in the event space setting – it is achieved through our relationships with our clients, staff and co-workers. As a customer, you know you have experienced hospitality excellence when you feel special, seen and like the other person “gets you.” As a manager, you know we have provided hospitality excellence when we have return customers, new clients who have heard about us through word of mouth and, of course, increases in revenue. By treating our customers as we enjoy being treating as customers, we achieve hospitality excellence.

Look out for our Hospitality Excellence blog series over the next few months, as we do a deep dive into the concepts Shelley covered with our team during her presentation. How do you and your team achieve hospitality excellence? Share with us in the comments below and you may be featured in an upcoming post!

Achieve hospitality excellence alongside our team. Contact us here.

Posted on August 16, 2018 .