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.
Facebook Twitter Google+ Evan Molloy doesn’t mince his words. Without a drop of hesitation, he’ll tell you how coaches adore his leadership and peers admire his confidence. He knows what he’s good at, and laughs off the suggestion he couldn’t have possibly been ready for this moment.It’s one of four years in the making as Syracuse’s backup goalie, which first culminated at the opening whistle against Hobart in his first career start on April 6. Then again against Cornell the following week, and once more against North Carolina four days later.“I’m not going to lie,” Molloy said. “It’s a great feeling to finally be playing out there. I don’t think that I ever lacked belief in myself.”His words provide a steel backdrop to a career that’s otherwise filled with holes, namely on 60 starting lineups dating back to 2013 that were absent of his name. But lineup No. 61 changed that, and Molloy’s presence in net for No. 8 Syracuse (7-4, 2-2 Atlantic Coast) has provided stability for a turbulent SU team that next plays Binghamton (4-7, 2-2 America East) on Wednesday at 7 p.m. in the Carrier Dome.The 6-foot-1 goalkeeper stymied the Tar Heels on Saturday and allowed only seven goals to the nation’s fourth-best offense, right on the heels of a deflating loss to the Big Red when he allowed the team to score double-digit goals for just the fifth time this season.AdvertisementThis is placeholder textMolloy’s change in performance is emblematic of a skillset that’s hardly ever put him at the forefront of his team’s plans, but was refined too much behind closed doors to flop on the bigger stage.“You get evaluated in practice, and when your turn comes to get into the game you’ve got to get it done,” assistant coach Lelan Rogers said. “Both Evan and Warren (Hill) have done an outstanding job so far.“But you’re looking for someone that can spark us, can get us going.”It wasn’t an easy path for Molloy to fuel his team’s flame, as he recalled entering his freshman season as one of nine goalies by the time he first slipped on an Orange jersey. The list whittled down to six by the time the 2013 season opened, but SU was still one of the deepest goalie teams in the country.Adjustments had to be made if Molloy was to ascend atop the depth chart. He knew he stood on the outside of the goalie competition as a rookie. But coaches took exception to the freshman literally standing on the outside, with his toes kissing the crease as he stood in goal.“It’s kind of dangerous,” head coach John Desko said of Molloy’s style. “… We haven’t had great success with any of our goalies doing that.”Molloy often vacated his safe-zone to try and cut off passes around the net. His teammates and coaches were taken aback. He was just leaning on his high school style of play, an ambitious strategy that worked against average players but immediately became the butt of team jokes as the freshman whizzed around the field.He decided to retreat.“It’s the same game, it’s just the ball’s further away,” Molloy said of staying in the crease. “I just took a step back and kept playing.”That’s what he’s done for the last four years, steadily moving closer to the starting spot as he inched away from the crease line. After a gritty effort noted by Desko and Rogers in this season’s fall practice, Molloy still yielded the starting spot to Hill.It was perhaps the most familiar spot Molloy’s been in at Syracuse, having been a backup for three years in high school. He’d only play a handful of minutes, if at all, and got used to not warming up before coming into the end of blowout games.And in turn, he got used to not making the first save after coming in cold. It’s become a running joke in his family with a sour punchline. Sure enough, in the three games Molloy entered in the fourth quarter this year, the first shot on goal found the back of the net.“I like getting warmed up obviously,” Molloy said, “but I don’t need a warmup. I can get thrown out there and start.”But when he had the luxury of a warmup, it worked. He’s stopped not just the first shot, but the first two shots in each of his three starts this year.It’s a celebrated progression within his family, but more notably by a Syracuse coaching staff who hasn’t unseated Molloy from his starting post. He’s done trying to prevent shots from outside the crease, and knows now he might benefit from some pregame practice.He’s clearly a changed goalie, one who’s trying to make a name for himself in a program that his father holds the all-time saves record in. But don’t confuse Molloy for his dad, or even Hill, the former starter turned backup. Molloy knows it’s his turn.“You can compare me to any other goalie but that won’t really help you,” Molloy said. “I’m just there to worry about myself.“I’m a good leader out there, and if you want to get away from the save department, I clear the ball well. But that’s just me. I wouldn’t compare myself to any other goalie.” Comments Published on April 19, 2016 at 11:28 pm Contact Connor: [email protected] | @connorgrossman