The basics for Service Excellence…
VERTU Hotels and Resorts CEO, Gérald Lampaert.
VERTU HOTELS AND RESORTS´ Founder and CEO Gerald Lampaert reminding some of the basics for Service Excellence.
« As hoteliers in the upscale and luxury market, we are always striving for service excellence in the hospitality industry.
I want to first acknowledge that providing exceptional service is not only a choice, but rather a necessity in this field. The hospitality industry is all about serving people, and therefore, service is the cornerstone of our success.
To excel in service, we must first understand the foundations of what it means. Service excellence is more than just providing good customer service. It's about going above and beyond what is expected of us to make our guests feel welcomed, valued, and appreciated.
In the hospitality industry, we must always remember that our guests are not just paying for a room or a meal, they are paying for an experience. It is our job to ensure that their experience is unforgettable across the board.
To achieve service excellence, we must start by hiring the right people. Individuals who possess a genuine passion for hospitality and an unwavering commitment to providing exceptional service. Once we have the right team in place, we must provide them with the necessary training and tools to deliver outstanding service consistently.
In addition to our team, it's also important to invest in the product, the property and in a technology and infrastructure that will enable us to provide efficient and seamless service to our guests. We must stay up-to-date with the latest trends and technology to ensure that our guests receive the best possible experience.
At the heart of service excellence is empathy. We must put ourselves in our guests' shoes and anticipate their needs before they even ask. It's about being proactive and finding solutions before a potential problem arises.
In conclusion, service excellence is not just a goal, it's a way of life in the hospitality industry. We must always strive to exceed our guests' expectations and leave a lasting impression. It's not just good for business, it's the right thing to do, regardless of the number of stars you carry. »
