SERVICE TO SERVICE
The world has changed – is changing – dramatically, yet service, great service, still matters.
SERVICE TO SERVICE
The world has changed – is changing – dramatically, yet service, great service, still matters.
Travel is back after the pandemic. But things have changed. Not only the concept of business travel but the way individuals travel. More consciously, and more aware of the footprint they are leaving. And many of us travelers resort to the gratification of highly individualized service to counteract to the volatility and uncertainty of our days.
With so much changing: how about the Concept of Great Service? Has COVID altered our expectations? Do Millenials and Gen Z.’s expect a different kind of service than their fellow traveler of previous generations?
Well …
Authenticity, personalization, and well-being. Being seen as an individual and being cared for, like you meant it: These elements of Great Service have not changed and probably will not for some time to come.
And as timeless and timely Great Service is, it (still) does not happen on its own. It takes Great People, supported by a Vision of Service, grounded in a supporting Culture
GREAT PEOPLE
Everybody can give Great Service. Soulful Service…With a foundational attitude of kindness, generosity, and a willingness to learn, it merely takes imagination and dedication to become one of those Great People, providing Great Service.
Great Leaders
Service issues are always leadership issues. Always. If you want to improve your service, start with your supervisors and managers. Oftentimes, the best of the line staff becomes gets promoted to be the team leader – with little or no training. Despite the fact that they have the highest influence on the mood, mindset and the level of performance in the team.
Therefore, any attempt at improving your Service Culture will naturally start with an evaluation and a consequent uplift of the level of leadership in your operation.
Great Service
Ah – Service. Perhaps the most overused term in our business. Ask 5 people and get 6 definitions. Different ones every day. And yet, perhaps this is the answer to what great service is: It is a different sensation to every guest, every client, every time. And it is our job to sense and exceed those expectations.
Excellent service is not tied to the number of stars on your door – and you can still offer unreasonably hospitality despite a reasonable room rate: the framework is different, yet at it’s core, the challenge remains pretty much the same: To bring your best authentic self to the shift, be present, see the world from the perspective of your guests, anticipate their needs, keep the promise, surprise them.
Service is a skill, and skills can be learned. Sure, a few other things must be right: Hire kind people, curious and willing to learn, whose ego can handle a variety of personalities. Train them well and take care of them as you hope they will take care of your guests. Make sure your leaders lead by example. Make sure you lead your leaders by example (please highlight). All of which will create a Culture of Caring, a Culture of Trust, a Culture of Respect. Fun, dynamic, learning, synergetic. A Culture of Service.
Ah – Service. Perhaps the most overused term in our business. Ask 5 people and get 6 definitions. Different ones every day. And yet, perhaps this is the answer to what great service is: It is a different sensation to every guest, every client, every time. And it is our job to sense and exceed those expectations.
Excellent service is not tied to the number of stars on your door – and you can still offer unreasonably hospitality despite a reasonable room rate: the framework is different, yet at it’s core, the challenge remains pretty much the same: To bring your best authentic self to the shift, be present, see the world from the perspective of your guests, anticipate their needs, keep the promise, surprise them.
Service is a skill, and skills can be learned. Sure, a few other things must be right: Hire kind people, curious and willing to learn, whose ego can handle a variety of personalities. Train them well and take care of them as you hope they will take care of your guests. Make sure your leaders lead by example. Make sure you lead your leaders by example (please highlight). All of which will create a Culture of Caring, a Culture of Trust, a Culture of Respect. Fun, dynamic, learning, synergetic. A Culture of Service.
At QUANTUM, we provide you with programs to implement and expand your Service Training. They are customized, yet based on a proven Modus Operandi:
experiential, practice-oriented, and light-hearted, to make it fun and easy to learn.
Great Culture
It is always the Culture. It famously eats strategy for breakfast. Sure, you can find pockets of excellence amidst a lousy culture, but that is not sustainable. And as fuzzy as the definition of a culture still remains, a strong culture is the bedrock of your success and is worth every minute you decide to invest in defining and refining it.
Culture is – also famously – what most people do most of the time, especially when no one is looking. And today, more than ever, we, the Leadership, are not looking, cannot be looking. Authenticity has eaten Standardization – of wording and actions. In order to provide our guests the authentic, genuine experience they expect, we need to strengthen our staff from within so that they are comfortable in being their authentic, genuine selves: By hiring for attitude, providing the training and know how they need, and creating a trusting environment through people and processes based on common values.
Your organization has a culture today – whether it is the culture that you actually bet on being the right one to accomplish your vision, can be checked.
At QUANTUM, we have a suite of unique and effective workshops, practice units, communication modules and supporting activities to evaluate your current culture, and redefine and align it to serve as the true foundation of your success.
SERVICE TO SERVICE
The world has changed – is changing – dramatically, yet service, great service, still matters.
