gtbeds’ Post

If your staff are your biggest asset. Are you looking after them? I recently spoke to an 'And Revenue manager' who routinely came into work 1-2 hours early, multiple times per week, for the sole purpose of creating reports for their regular Revenue meeting. Sometimes these reports were not even referred to during the meeting. Let's (generously) say that is 150 hours per year. Unpaid. Just for reports. We discussed the specific reports this 'And Revenue Manager' creates. We then saw how these were replicated (and enhanced) in Right Revenue . And yet this 'And Revenue Manager' foresaw that the hotel wouldn't even be open to a discussion about spend on a #RMS or other #hoteltechnology to assist. From the perspective of an outside observer the situation can be summarised as: The hotel prefers to capitalize on the 'And Revenue Manager' doing unpaid work (for something outside of their core role) over a modest (£4k p/a) investment in tools to assist. Result: 'And Revenue manager' routinely work extra hours, just to do manual work. Frustration. Stress. Low job satisfaction. (Not to mention Reports which are potentially inaccurate and out of date). So... have you asked the 'superstars' in your team recently what tools/resources/training would make their job easier? *************************************************************************** Note: @ Right Revenue we refer to 'And Revenue managers' as somebody with another job title, but given the responsibility of RM. For example Reservations (and Revenue) Manager. Typically this responsibility is given informally, without a job title or benefits.

People and companies make mistakes. But, when things go wrong it marks an opportunity for the company to kick into customer service mode and make things right. Before I get too far, let me say this post is about something that many of us are familiar with: corporate travel. As a PSA: I learned on my (second) call to customer service after being displaced from my originally booked hotel, and moved to a lower-rated hotel almost 20 minutes away in the suburbs, that if you are a Marriott Bonvoy member, they have an "Elite Member Benefit Guarantee" where if the hotel is unable to honor your reservation, they will pay for your hotel accommodation that night at a nearby hotel and compensate you for your inconvenience. I need to wait for the hotel to respond to the claim I filed with Corporate but hopefully Marriott Hotels will honor this Guarantee. Customer service is a great opportunity to empathize with your customer, and take corrective action. In doing so, you may even increase customer loyalty.

🌟 Embracing New Beginnings in Customer Service! 🌟 Hello LinkedIn Community! 👋 Today marks a special moment as I step out of my hiatus and prepare to dive back into the dynamic world of customer service. 🎉 For those who don't know me yet, here’s a bit about my journey: 🔹 Background: Over the last six years, I’ve dedicated myself to the hospitality industry, with most of my experience as a hotel supervisor. In this role, I've had the privilege of leading teams, enhancing guest experiences, and ensuring smooth operations. There's nothing quite like the satisfaction of turning a challenging situation into a positive experience! 🔹 Passion: My passion lies in connecting with people, understanding their needs, and going the extra mile to ensure they leave with a smile. Building relationships and creating memorable customer experiences is what drives me every day. 🔹 Current Transition: After a refreshing hiatus, I’m excited to re-enter the workforce with renewed energy and fresh perspectives. I’m looking forward to bringing my skills and enthusiasm to a new team, and I’m eager to learn and grow in this ever-evolving field. As I embark on this new chapter, I’m keen to reconnect with old friends and make new connections. I’d love to hear from fellow professionals about your experiences and insights: 🔹 What excites you most about working in customer service? 🔹 How do you stay motivated and handle challenging customer interactions? 🔹 Any tips or advice for someone re-entering the workforce? Let’s engage and inspire each other! Drop a comment, share your thoughts, and let’s build a supportive network. Here’s to new beginnings and thriving in the world of customer service! 🥂 #CustomerService #NewBeginnings #CareerTransition #Networking #CustomerExperience

How do you approach managing a team of customer service representatives? ✏️ Managing a team of service representatives in hotels and hospitality is a rewarding but challenging career. You need to ensure that your team delivers excellent customer service, meets the expectations of guests and management, and works well together. In this post, I will share some tips on how to approach managing a team of service representatives in hotels and hospitality based on my own research and experience. First, you need to hire the right people for your team. You want to look for candidates who have a passion for hospitality, a positive attitude, and strong communication skills. You can use various methods to attract and screen suitable applicants, such as posting ads on hospitality-specific job boards, asking for referrals from your current staff, conducting video interviews, and using social media to source candidates. You should also have a clear and detailed job description that outlines the role, responsibilities, and expectations of the position. Second, you need to train your team effectively. You want to provide your team with the necessary skills, knowledge, and tools to perform their tasks and handle any situations that may arise. You can use a variety of training methods, such as on-the-job training, online courses, workshops, and mentoring programs. You should also have a clear and consistent training plan that covers topics such as customer service standards, company policies and procedures, industry trends, and best practices. Third, you need to manage your team efficiently. You want to ensure that your team works as a cohesive unit, follows the established guidelines, and achieves the desired goals. You can use various management techniques, such as setting clear and realistic objectives, providing regular feedback and coaching, delegating tasks and responsibilities, and resolving conflicts and issues. You should also have a system to monitor and evaluate your team’s performance, such as using customer feedback surveys, metrics, and reports. Fourth, you need to motivate your team effectively. You want to inspire your team to perform at their best, exceed the expectations of guests and management, and grow professionally and personally. You can use various motivation strategies, such as recognizing and rewarding achievements, creating a positive and supportive work environment, offering opportunities for career advancement and development, and fostering a culture of collaboration and teamwork. These are some of the tips that I have learned and applied in managing a team of service representatives in hotels and hospitality.

WHEN CUSTOMER SERVICE BECOMES EXCEPTIONAL. Not all ratings on these travel websites are true — until you experience it for yourself. Just recently I was doing a team building offsite for senior executives. They chose Discovery Samal. Since we were in charge of logistics and setting things up, I wanted to make sure we rolled the “red carpet” and asked for a bunch of things including a Christmas Tree as a finale activity. All boxes were checked but on the final hour, there was no tree due to some complications. Discerning how this could ruin the preps, Bullet their functions manager rushed out to have an actual baby coconut tree to be cut, to serve as an alternative. Meanwhile, their captain waitress Jen, sensing the issue, vouched that she would transport her personal 7-foot Christmas tree even if it was kilometers away from the resort! I offered to pay for it but she vehemently resisted. She just declared “Sir, by 7:30 AM the tree will be ready to go.” And true to her word, by the time I got in the function room at 7:15, the tree was standing tall. This incredible team did it all! They set up a barista booth, arranged the room 12 hours before training schedule, had 2 techs on standby, and were snappy as a revolver, to get things done. A couple of things I learned for companies to reach exceptional standards: 1. Don’t say “no” or “we can’t” instantaneously. Say “yes we can do something about that” and find ways. 2. Keep your composure at the height of escalation. These guys were calm and collected even if some issues needed fire-fighting. Keep the customer calm by staying calm. 3. Excellent service is not just a brand promise, but it is a commitment, a mindset and the product of culture. Culture is driven by leaders. 4. Employees drive exceptional service when the leaders above them demonstrate it consistently and take care of their down lines wholeheartedly. The employees are simply mimicking how they’re treated by people from above to those they serve. 5. A raving customer is not impressed by features alone. They are truly won over by the experience. Thank you #DiscoverySamal! There’s always a good reason to keep coming back. For more. #purposepassionperformance #customerservice

Is your travel or hospitality company searching for a proactive Customer Service, Operations or Onboarding Manager? If so, I would love to learn more about your organization's goals and discuss how I can contribute to your success! You might wonder, "Why is this person the right fit for us? Who is she and what has she accomplished?" I'm glad you asked! - Over 10 years of experience enhancing customer experiences and driving operational excellence in the hospitality and real estate sectors. - Transformed customer service operations by reducing missed call rates by 27% in 5 months and achieving zero fraudulent reservations over 10 consecutive months. - Optimized team performance through effective remote leadership, developing training strategies, and scaling operations for rapid growth and high customer satisfaction. - Launched and managed onboarding processes, seamlessly integrating new customers and ensuring they receive exceptional service, from the start. - Produced actionable insights by analyzing performance metrics and customer feedback, enabling strategic decision-making and continuous improvement. - Developed and enhanced connections with approximately 7,000 travel agency and tour operator accounts through comprehensive risk evaluations and negotiations, fostering secure and lucrative partnerships, and expanding booking opportunities. **Areas of Expertise:** - Customer Experience Enhancement: Delivered top-tier service by addressing customer needs and implementing proactive engagement strategies. - Operational Excellence: Proven track record in reducing inefficiencies and enhancing team performance through data-driven strategies. - Process Optimization: Launched new initiatives and improved existing processes to enhance operational efficiency and customer satisfaction. - Fraud Prevention & Risk Mitigation: Maintained high standards in trust and safety through rigorous verification processes and continuous monitoring. - Team Leadership: Supervised and developed global teams to increase cohesion, performance, and growth in a remote work environment. I'll take this opportunity to state that I am looking for a career where I can stay a long while. Although my resume may look like it, I am far from a job hopper. My intention was always to grow with my employer, but the tumultuous nature of our industry hasn't allowed me that opportunity recently due to layoffs. So, why wait? Let’s connect and explore how we can work together to elevate your organization’s customer service, onboarding processes, and overall operational excellence! The Walt Disney Company | Homes & Villas by Marriott Bonvoy | Grand Welcome | AvantStay | HostGenius | Breezeway | Direct Booking Tools | Direct | Guesty | HubSpot | Lynx Automation | Better Talent | Vrbo | Airbnb | Vacation Rental Management Association (VRMA) | MAST Travel Network | Collette | Amex GBT Ovation | Hostfully | Hostaway | Wander | Accor | onefinestay | TCS World Travel | Oasis Collections | Hilton

Credentials  1. Can you tell us about your educational background and any relevant coursework? 2. Have you ever worked in a team- oriented environment before? 3. Are you familiar with any hotel management software or reservation systems? 4. How do you handle stressful situations and manage your time effectively? Behavioral  1. Describe a time when you had to deal with a dissatisfied customer. How did you handle the situation? 2. Can you share an example of a time when you went above and beyond to provide exceptional customer service? 3. How do you handle conflicts or disagreements with coworkers or team members? 4. Tell us about a time when you had to multitask and manage multiple responsibilities simultaneously.

The hospitality industry thrives on its frontline heroes - servers, desk clerks, housekeepers, and more! 💪 While technical skills are important, there are critical soft skills that are often overlooked or underrepresented in the talent assessment pipeline. Our latest white paper dives into 5 underappreciated traits that are game-changers for hospitality success: - Attention to Detail: It's the little things that make a big difference for guests! A keen eye ensures a seamless and enjoyable experience. ✨ - Self-Control: Staying calm under pressure is key! Whether it's a demanding guest or a surprise hiccup, composure is a star quality. ⭐️ - Dependability: Reliable team players are essential for smooth operations. Guests and colleagues alike appreciate knowing they can count on you. 🤝 - Integrity: Trust is paramount in hospitality. Honesty and ethical behavior make guests feel safe and valued. 💯 - Stress Tolerance: Things can get hectic! The ability to manage pressure and stay focused keeps operations running smoothly. 🧠 By prioritizing these traits, hospitality organizations can build stronger teams, deliver exceptional guest experiences, and ultimately gain a competitive edge. 🏆 Does your current hiring process capture these hidden gems? The WorkQuest.ai suite uses interactive assessments that go beyond resumes to reveal a candidate's natural approach to these crucial soft skills. Download the white paper today and discover how to find the hospitality superstars you've been looking for! #HospitalityHiring #SoftSkillsMatter #GuestExperience #HotelJobs #RestaurantJobs #WorkQuest.ai #FutureofHiring