In the Hospitality Industry, it is very important not only to make a great first impression but to keep this positive impression throughout the guest’s journey. The bellman is usually the first impression and could also be the last impression as guests are leaving.
There was an article that was written by Harry Nobles that I thought was very appropriate.
During my many years of inspecting and evaluating hundreds of hotels and restaurants and dealing with thousands of employees, I sometimes think I have experienced every possible example of service delivery. I hope I am wrong because that might lessen my enthusiastic anticipation at visiting and shopping the next property.
Over the years I have acquired some pet peeves about service and some
mistakes that employees make when providing these services. I have also developed some simple remedies to correct most of these infractions. Some examples that come to mind have to do with bellmen. For some reason, I find it very annoying when a bellman uses my luggage to prop open the guestroom door. The more prestigious the property, and the better the bellman’s other services, the more I am put off by this small point. Am I the only guest with this reaction? I think not.
I have suggested a simple, effective, and inexpensive solution to several clients; many of whom have adopted my suggestion. A small wooden or rubber wedge does the job very well. Each bellman carries a wedge and thus avoids the need to employ the guests’ luggage in what I call annoying and very unprofessional.
Is this too demanding? Is it too picky? I think not, particularly at a highly rated full service hotel that takes pride in delivering the highest quality of service.
This is where the DoorPRO Doorstop can help with first impressions. Don’t use your guests luggage to prop open the door – When impeccable guest service matters, keep your head high and chin up with an open door.