Good eye contact, a smile, engagement are very important. It is important to ask open-ended questions instead of closed-ended ones – “what was your journey like” is much more open than “was your journey pleasant”. Giovanna will present the four most common mistakes made by hoteliers. Second mistake: Treat all guests equally Source: Booking.com For many guests, especially due to the growth of online bookings in recent years, the first real interaction with the hotel will be when they arrive. The first 30 or 60 seconds are the most important – then they form their opinion about the hotel, and many hoteliers fail to take advantage of the opportunity. Mistake XNUMX: Insufficient investment in staff One way to motivate staff is to invest in them. If you invest in their development and let them know that they are valued, the staff will be satisfied. Hotel staff should be part of the collective. It is very important that different departments connect and communicate with each other. Hotels should provide new employees with insight into the activities and operations of all departments. Guests expect every employee to know what is going on at the hotel. You cannot consider guests numbers, but have to treat them as individuals – each guest has different needs. You have to understand them. Imagine that at one table in a hotel restaurant you have a group of business partners, and at the other a married couple celebrating their wedding anniversary. Those two tables certainly won’t want the same treatment. Business people generally like sleek service and don’t want to be bothered by frequent requests for satisfaction. It is more likely that a married couple will want more attention. Encourage your teams to find out as much as possible about the guests, but they must be careful not to be intrusive. Hotel expert Giovanna Grossi has joined AA for the first time, a prestigious British brand that has been monitoring and recommending hotels for more than 110 years. Starting as an inspector, she progressed ten years into an inspection team leader, accumulating a wealth of experience. She is also part of the AA Awards jury and, in a new way, is a participant in Sauce Intelligence, a consulting company for hotels and restaurants. Cleanliness is always one of the most important things for guests. No one wants to stay in a dirty hotel. It is, however, a broader process than cleaning rooms. Guests do not want to see cigarette butts in front of the hotel or a pile of papers at reception. Equally, they don’t want to see leftover food at the table from previous guests or use a fork and knife that aren’t polished. Hotel maintenance also implies the responsibility of each employee to report problems related to the hotel. Mistake Three: Misunderstanding room maintenance First mistake: Scheduling a welcome It is important to develop team spirit. If your staff is fully trained to work and works well, they will feel good which will result in their confidence in providing services. And satisfied staff includes satisfied guests. It’s like when a friend visits you. You will not only open the door and greet him, but you will smile and engage around him. The same principle applies to hotels. These first moments should be warm and welcoming, whether you are staying in an international, branded five-star hotel or a less rural two- or three-star estate.
Max Taylor Ehrman, 75, Kokomo, formerly of the Burlington community, passed away at 7 a.m. Saturday, March 25, 2017, at his home. Max was born Sept. 9, 1941, at home in Burlington to George P. and B. Jean (Taylor) Ehrman. He married on Dec. 31, 1961, in Kokomo to Nancy C. Johnson, who survives.He graduated from Burlington High School in 1959. He went to work at Continental Steel Corporation for 23 years. In 1973, he was founder and co-owner with his wife, Nancy, and his mother, Jean, of the Dinner Bell Restaurant in Burlington, where he served his community and friends for 11 years. Max later entered into banking, where he started at Burlington State Bank and retired in 2006 as Community Bank president for Regions Bank in Delphi. He managed Barnard Lumber Yard for a few years. He also had volunteered at Sims Auto Sales in Kokomo.His memberships include the Burlington Faith Church of Christ, where he served as a deacon for several years, the Burlington Volunteer Fire Department, where he served as Fire Chief in the late ’60s and ’70s, Burlington Town Board, where he was a past president and served in the ’80s and part of the ’90s. He was on the Carroll County Economic Board and the Burlington Community Club. In the ’70s, he was active in the Burlington Little League, where he was a manager and coach. His hobbies included cars, trucks, and motorcycles and attending his children and grandchildren’s sporting events.Survivors include his wife, Nancy Ehrman; his mother, Jean Ehrman, Lafayette and formerly of Burlington; a son, Brent M. (Kristen) Ehrman, Westfield; a daughter, M. Luann (Bryan) Helvie, Batesville; four grandchildren, who referred to him as Pop Pop, Breanne (Alex), Chicago, Jenna Ehrman, Indianapolis, Taylor “T.J.” Ehrman, Indianapolis, and Emily Helvie, Batesville; a brother, Paul (Karen) Ehrman, Batesville; a sister, Julia Rodkey, Lafayette; sisters-in-law, Judy Black, Kokomo, and Kathy Simpson, Galveston; brothers-in-law, Bob (Marilyn) Johnson, Kokomo, and Steve (Vicky) Johnson, Oregon; along with a host of nieces and nephews. He was preceded in death by his father; a brother-in-law, Tim Rodkey; and a father-in-law and mother-in-law, Scott and Mary Ellen Johnson.He was preceded in death by his father; a brother-in-law, Tim Rodkey; and a father-in-law and mother-in-law, Scott and Mary Ellen Johnson.There will be a celebration of life service for Max at 7 p.m. Tuesday, March 28, 2017, at Burlington Faith Church of Christ, 1701 S. Michigan St., with Pastor Steve Cole officiating. Friends may visit with the family from 3 to 7 p.m. also at the church. There will be a private burial in Burlington Cemetery.Contributions can be made to Burlington Fire Department. Online condolences may be made at www.stoutandson.com.Stout & Son Funeral Home Neptune Chapel in Burlington is assisting the family with arrangements.