Olive + Leo’s Post

🌟 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

Most of the time the customer service representatives are the literal face of the company. They convey the atmosphere and brand of the company to the outside world at the many points of contact. And unfortunately , many people still have this misconception that employees working in customer service are "unskilled". Understanding and responding appropriately to human behaviours, is definitely a skill that people take for granted for (or some may 'think' they have it but actually don't). But how many of us who are parents, can honestly say we are happy and encouraged when our kids tell us they want want to work in the hospitality sector when they grow up? YOU WANT TO BE A HOTELIER?? OVER MY DEAD BODY !!! So the reality is, we in the hospitality industry, especially the rank and file are still considered replaceable and the lowest on the employment wish list. And the irony is that while customer service experience is often underrated, many have learned so much valuable experience and skills that is applicable to almost any other fields and decided to move on from the hotel industry.

🎯 Guest vs. Customer Do you know that these words are talking about the same thing but in different fields? Guest: Hospitality Customers:Business Their comfort and satisfaction are very essential. They can influence customer loyalty, word-of-mouth, and online reviews, which can affect your reputation and revenue. Some of the ways to maintain a high satisfaction rate include the following: 🎯 Know your guests by their names. Guests want to feel valued and respected. Addressing them by their names shows that you recognize and acknowledge them as individuals, rather than just another customer passing through. 🎯 Communicate Effectively You can employ several channels, like social media, live chats, email, phone text, and apps. Listen to their questions and feedback, and respond promptly and appropriately. 🎯 Always use clear, concise, and polite language. 🎯 Avoid the use of jagons. 🎯 Stop making unrealistic promises. 🎯 Go the extra mile. Surprise and delight guest with thoughtful gestures. 🎯 Be ready to go above and beyond. If you are seeing my post for the first time I am Gloria your Executive Virtual assistant, Guest Support Specialist, Short term rental Term Rental Manager, and Airbnb co-host. #Guestsupport #virtualassistant #Executiveassistant

opportunity

In Travel Retail & Duty Free shops, the role of well-trained retail sales professionals is absolutely vital. It’s not just about ringing up sales; it’s about creating a memorable experience for every traveller who walks into the shop. The foundation of a good sales assistant's work is effective communication. Making customers feel comfortable and valued is key to ensuring they leave with a positive experience. A genuine smile and sincere friendliness go a long way. In today’s world, sales are more than just transactions – they’re about connection. Sales professionals need to know their products inside out and offer expert advice that sets them apart from the competition. They’re not just sellers; they’re helpers and friends to the customers. Anyone can sell, but to be the best, you have to love what you do and believe in the products you offer. In a market saturated with options, it’s this passion that makes a real difference. Satisfied customers create a positive ripple effect. Their positive experiences lead to word-of-mouth referrals and favorable online reviews, both of which attract new customers. Conversely, dissatisfied customers can harm our reputation and sales through negative feedback. Thus, every interaction matters. #travelretail #customerexperience #salesprofessionals

As I went about my day as an executive assistant, I stumbled upon a refreshing reminder of the power of customer delight. In a world where exceptional service is becoming increasingly rare, one company stood out - and it wasn't because of their sleek decor or cutting-edge tech. It was something much simpler: a free cup of coffee. In a chilly, air-conditioned space, a warm beverage was just what I needed. But what truly impressed me was the customer service specialist's initiative. "Would you like a coffee, ma'am?" she asked, without hesitation. When I inquired about the cost, her response was swift: "It's on the house." That moment of kindness left a lasting impression. As I waited for my task to be completed, she efficiently prepared my coffee, refusing to let me delay. Her thoughtfulness not only warmed my hands but also won my loyalty. *Food for Thought:* How do you ensure your brand stays top-of-mind for potential and existing customers? Sometimes, it's the smallest gestures that leave the greatest impact. *Key Takeaways:* 1. Surprise and delight your customers with unexpected kindness. 2. Invest in employee empowerment to drive exceptional service. 3. Foster a culture of genuine care and attention to detail. *Share your own stories of customer delight in the comments below!* #CustomerExperience #BrandLoyalty #CustomerDelight #ExceptionalService #MarketingStrategy

Giving our guests with a comfortable experience might be your number one goal as manager , but the fact of the matter is that you are running a business. You will need to sell more rooms and get more footfall to ensure profitability in the long run. And most of the time, inefficient processes will lead to lost prospects. For example, many of our generation's managers have been trained to answer all our incoming phone calls within an x number of rings. However today, mostly due to cutbacks and multi tasking, the role of phone operators in most hotels have been transferred to the front office. Not so easy to answer phone calls while all the front desk counters are occupied and guests are checking in non stop....and you are short handed. So unfortunately, many smaller hotels will fail to return most sales queries and inquiries are lost, ignored, or abandoned. Your prospects may then be headed to your closest competitor if that is the case. A well established sales process leads to smooth customer interactions. Use technology to help you streamline the process and make it as pain free for the guest as possible. For example , why not use simple web forms to take in leads from your websites and send them straight to the sales funnel?

In our latest collaboration with Hospitality News Middle East, Ashleigh Donald shares some ideas on how hospitality businesses can leverage guest data in 2024 and beyond. #HospitalityIndustry #GuestExperience #DataAnalytics #CustomerInsights #HospitalityTrends #2024Forecast #BusinessGrowth #DataDriven #HospitalityNews #GuestSatisfaction #HaloBusinessConsulting

Is data more valuable than oil? 🤔 Huge thanks to Hospitality News Middle East for collaborating on this article that explores using guest data in the hospitality industry. #guestdata #hospitalityindustry #hospitalitymiddleeast #hotelmarketing

Five valuable skills I learnt while working in retail and hospitality. During my six years in customer-facing retail and hospitality, I have gained some crucial skills from working in places like McDonald's, small business retail and hotel housekeeping to now an office-based marketing role. After being in my marketing for over a year, I am reflecting on the strengths I've gained from my past positions and how I apply them here. 🗃 Organization 🔎 Attention to detail 😌 Empathy and patience 🗣 Communication 💡 Problem-solving 🗃 Organization In fast-paced, time-constrained roles, I honed my organizational skills by running stock takes, cashing up, and planning housekeeping schedules to meet check-in deadlines. This experience instilled in me the ability to efficiently manage time, meet deadlines, and uphold a keen attention to detail to the highest standard. 🔎 Attention to detail Double-checking food orders, housekeeping sheets, and cash handling at the till showed me the importance of attention to detail. Emphasizing the significance of thoroughness and care, it ensured seamless operations and happy customers; ultimately creating less stress for yourself. 😌 Empathy and patience In customer-facing roles, you can often become a metaphorical punching bag for the customer's frustrations. I learned to navigate this with Empathy and patience, recognizing the crucial role these traits have play in providing exceptional customer care. Effectively managing customer frustrations can transform negative experiences into positive ones. 🗣 Communication Before, I spoke directly with customers, understanding their needs to create an enjoyable customer experience through customer service. Now, I'm communicating through email, blogs, and social campaigns and guiding customers through their digital brand experience. 💡 Problem-solving From addressing special customer requests to streamlining branding and data management, I developed a knack for creative problem-solving. Whether accommodating unique customer needs or devising strategies to enhance operational efficiency, my experience has been instrumental in identifying and implementing practical solutions. Drawing upon these skills cultivated in retail and hospitality can help give you a basis for other roles. I'm leveraging my diverse expertise to drive success and deliver exceptional customer experiences. 😁 Remember to look back on your career journey remembering what you have gained! Retail may not have been my desired career destination but I have taken the value in it and used this to add value where I am now. I would love to know what your first job was. And what was the top skill you took from it? #transferableskills #retail #hospitality #marketing #development