Giovanna Grossi: The four most common mistakes hoteliers make

first_imgGood 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.center_img 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.last_img read more

Focus group, forum let students discuss transportation

first_imgCheaper parking, bicycle congestion and problems with the Campus Cruiser system were just some of the issues brought up by students at two separate discussions focusing on transportation, Wednesday.Ten students participated in a focus group conducted by USC Transportation yesterday afternoon. Later that night, the Undergraduate Student Government hosted a forum allowing students to learn about and discuss the various safety tools available.Focused · Students met with a representative from USC transportation at The Lab on Wednesday to voice concerns as part of a focus group. A separate transportation forum was held Wednesday night. – Mike Lee | Daily TrojanStudents at the focus group asked the administration about the possibility of cheaper parking on campus, and suggested that USC Transportation could offer shuttles to hotspots around Los Angeles on the weekends.Tony Mazza, director of USC Transportation, said he expected the feedback from the group to provide the department with an idea of what to work on for the following year.“[Previously], our efforts at gathering student feedback have been limited to annual surveys,” Mazza said. “Since we haven’t conducted focus groups in the past, we’re very excited to gather fresh insight from the students.”Judy Zhou, a junior majoring in public relations and participant in the focus group, said the event brought up a number of points that would be useful for USC Transportation.“They got to hear a lot of what the students are saying and it will help them to improve transportation, Zhou said.For the 15 students who attended the forum, the issues were much the same, with a bigger focus on transportation safety.The event was moderated by Helen Moser, USG director of campus affairs, and included a panel consisting of Capt. David Carlisle and Chief Carey Drayton from DPS, as well as Mazza and Jeff Shields, associate director of USC Transportation.Moser asked the panel about the availability of DPS escorts for students who feel unsafe or unable to make their way home.“Remember that DPS is responsible to not just the students that need rides, but every other student that might be involved in any other public safety situation,” Carlisle said. “Friday and Saturday nights we might be busy … particularly because of social events in North University Park.”Moser also told the panel about students’ frustration with the Campus Cruiser system — specifically when callers are asked to use the trams or endure long waiting times.In response, Mazza said if students felt they were in an unsafe area, they should tell the dispatcher about the situation.“Sometimes I recognize you might get a pushback from dispatchers, who are students as well,” he said. “[But] if you insist on a cruiser to come pick you up, they will send you a cruiser.”Audience members also questioned the panel on whether DPS could have the security ambassadors walk up and down their patrolled areas rather than stand in one spot, but Carlisle said DPS had a layered approach that is part of the security strategy with cameras in areas and people patrolling already on T3s and in DPS cars.“We’ve tried to cover that area, so you choose to be on that highly visible path, [rather] than the most obscure place you can walk,” Carlisle said. “We’re trying to create a great sense of safety in community.”Other topics covered included bicycle congestion and safety, the relative security of the parking structures and the availability of trams. Drayton said even though most of the concerns brought up were similar to others that he had heard before, the forum was still useful because it served as an advisory for those who attended.“This … is an opportunity for people that want to hear about what’s going on,” he said.Liz Warden contributed to this report.last_img read more