UNIVERSIDAD REGIOMONTANA

BUSINESS BASICS
Lic. Roberto Ren Bez Fuentes

Activity 5 Customer service at the Hilton

MODULE TWO
LNS Angela Mara Meza Orozco
714758

Saturday June 25th 2016

As someone who has worked in hotels, I know how difficult it can

be to consistently provide guests with above and beyond service.
And as someone who travels a lot, I know how much it can mean
to me when someone goes out of his or her way to make sure I
am comfortable and have a great stay.
Lets face it: customer service at hotels can be hard. The reality is
that were all human, and we can have off days where we just
dont feel like going out of the way to make guests feel welcome.
Getting to that place, though, can make the difference between
someone just staying at your hotel and having that person become
a Brand Champion, singing the praises of your hotels service
when they leave.
At the end of the day, its about two things: paying attention, and
making it fun. Attention meaning: get to the bottom of why a guest
is staying with you; once you understand this you can truly provide
meaningful service and suggestions. And when I say that you
need to make it fun, you need to make it fun for you. If its not, itll
show.

The Hilton has 3 ways of training their employees:

-Service standards or brand standards (good morning, how can I
help you?)
-Day 1 giving workers a little Introduction
-Mystery customers mystery quality control (to make sure they
adhere to standards)
Important components customers look for in a hotel as mentioned
earlier: FRIENDLY ARRIVAL and departure and having genuine
and friendly team members.

Engaging customers and keeping them happy is the name of the

game in the hotel industry. Happy customers tell their friends.
They write positive reviews. They come back. They share photos
of their experiences. They even spend more while theyre staying
at the hotel.
It doesnt necessarily mean that you have to be able to draw a
picture of a T-Rex stalking a pony. It just means that, when the
time comes, be creative with the resources you have and give your
guest an experience they wont soon forget.