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Positive and friendly interaction of the staff with the guests is a “must” as well as a good service and quality.
It starts with the first telephone contact, the voice to voice contact, with the receptionist/owner of the accommodation. It continues with the arriving, staying and leaving the accommodation of the guest and ends with the following up PR activities, reminding your guests of the great time they had. See also Informal Correspondence.
If your guests have good memories of your accommodation, the service and its staff, they will recommendate it to their friends and business partners. It is the best PR you can have.
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The first impression is influenced by:
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Mind in this process that the first and last impression of the guest will stay in his/her memory. As stated before, the receptionist and the owner of the rural accommodation have key roles, as they are in general the first and last persons the client is dealing with face to face contact, leaving the accommodation.
So, the first impression must be positive of every staff member, as it is very hard to eliminate a negative one.
After the first impression, the service and attention of the staff to fulfil the wishes of the guests has to be as good as possible, within reasonable proportions.
Of course every staff member has other functions, so a chambermaid for example is only to be asked to say some nice sentences as “good morning”, “excuse me, I return later” and “have a nice day” etc. if she meets guests unexpected in the to be cleaned room.
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4.2.4. Check out and Feedback | 4.3.1. Efficiency and Attitude |
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