Creating WOW Moments at the Ritz-Carlton: The job of Guest Services

Summary

This video script takes viewers through a day in the life of a guest service manager at a hotel. The manager emphasizes the importance of engaging with staff and guests, handling requests on the fly, and creating memorable experiences. Key aspects of the role, such as coordinating with different departments and adapting to guest needs, are discussed. A standout 'wow' story illustrates how personal touches can elevate guest service. The manager highlights essential skills like open-mindedness, flexibility, and a deep understanding of all hotel operations to successfully meet guest expectations.

Takeaways

• 😀 The employee starts their day by riding their bicycle to work and ensuring the engines are ready for the day.
• 😀 They visit every department in the hotel, greeting employees and checking if anything needs attention or fixing.
• 😀 Afterward, the employee holds a meeting with department heads to review the day's agenda and upcoming events.
• 😀 The primary task of the employee is to fulfill guest requests and make their experiences special, without following a checklist.
• 😀 The employee describes the difference between a concierge (specialist), front desk manager (check-in operations), and guest service manager (overall guest experience).
• 😀 The employee reports directly to the Rooms Division Manager in the hotel hierarchy.
• 😀 One of the biggest challenges faced is creating a 'wow' moment for guests, especially when they don't provide clear instructions or requests.
• 😀 An example of a successful 'wow' moment is when the hotel staff returned a teddy bear left behind by a family, complete with photos from around the hotel and a personalized letter.
• 😀 The guest service manager emphasizes the need to be open-minded and flexible, never saying 'that's not my job'.
• 😀 A successful guest service manager must connect with every department, understand behind-the-scenes operations, and ensure everything works smoothly.
• 😀 The overall goal is to create memorable, personalized experiences for guests, making each interaction feel special.

Q & A

What is the guest service manager's typical morning routine?

The guest service manager starts the day by riding their bicycle to work. Once at work, they check in with every department to ensure everything is running smoothly and address any issues that may have arisen overnight.

Why is it important for the guest service manager to greet all employees?

It is important for the guest service manager to greet every employee to establish personal contact and maintain good communication. This helps identify potential issues early and ensures that everyone is aligned for the day ahead.

What role does the guest service manager play during the departmental meeting?

During the departmental meeting, the guest service manager discusses the day's priorities with all department heads and the management team, ensuring that everyone is aligned and focused on key tasks for the day.

How does the guest service manager create special moments for guests?

The guest service manager doesn't work with a checklist but waits for guest requests and tries to make each interaction special. They listen closely to the guests, identifying moments that can be enhanced to create a memorable experience.

What is the difference between a receptionist, concierge, and guest service manager?

The concierge is a specialist who handles specific guest requests like booking tickets, while the receptionist focuses on check-ins. The guest service manager oversees all departments and ensures smooth communication, making sure guest needs are met across the board.

Who does the guest service manager report to?

The guest service manager reports to the rooms division manager.

What is considered the most challenging part of being a guest service manager?

The most challenging part is when a guest comes with no specific request, and the guest service manager has to closely listen to the guest to identify the special moment that can be created to exceed their expectations.

Can you provide an example of a 'wow' moment created for a guest?

A memorable 'wow' moment involved a family who left behind a teddy bear. The hotel took photos of the teddy in various locations, such as the bar, pool area, and kitchen, and sent it back with a personalized letter and treats, creating a unique and memorable experience for the family.

What are the essential skills required to be a good guest service manager?

A good guest service manager should be open-minded, flexible, and willing to take on any task. They should be able to connect various departments, understand how each department works, and seamlessly coordinate operations to provide exceptional service.

Why is it important for a guest service manager to avoid saying 'that's not my job'?

The guest service manager should avoid saying 'that's not my job' because their role requires a flexible approach, where they need to take responsibility for various tasks and ensure smooth operations across all departments to meet guest needs.