Hotels rely heavily on visitor feedback to get an accurate sense of how effective a job they’re carrying out in offering all-important client service. In today’s Internet-driven society, it’s simple for owners and supervisors to want to brands’ electronic visitor satisfaction surveys, not to mention websites like TripAdvisor, Facebook and Google that get tourists’ remarks, to get a sense of how well they’re performing. Lobby ambassador is one of the customer care approaches.
However, if the fact is known, these tools are only significant approximately a point. Not all visitors, after all, whether they had a favorable stay or found fault with the hotel, will take the time to react to a visitor study or post a comment on a site that solicits consumer material. By contrast, guest feedback that’s provided in person at the moment when visitors are still on residential or commercial property is far more valuable.
Enter a brand-new on-site personnel position: the Lobby Ambassador. Managers have actually constantly understood the worth of having an associate stationed in the lobby whose task is to distribute among guests– usually in the early morning, while they’re having breakfast, in the process of checking out or simply leaving for the day. The job has now been formalized and offered a name of its own.
General supervisors at a number of M&R Hotel Management homes have named a Lobby Ambassador in the past couple of months with positive results. At one hotel, the exact same associate fills the role; at other hotels, front desk representatives take turns turning in and out of the position.
The Lobby Ambassadors’ biggest contribution is that they get to solve any service concerns visitors might have on the area. They’re knowledgeable about the operation of the hotel and are empowered by management to turn a guest’s possibly negative experience into a favorable one.
Most importantly, they introduce themselves to the visitor and put an individual, friendly, handy face on the hotel, which when you think about it is at the very heart of the hospitality experience.