"...Whenever (hotel employees) are hungry, angry, lonely or tired...(they) need to stop, HALT! In this state of being hungry, angry, lonely and tired (employees) are much more vulnerable to getting... buttons pushed...AND BAD THINGS ARE MORE LIKELY TO HAPPEN... "
Many hotel guests have all of these conditions going on upon arrival at the front desk. They have traveled a great distance, they are tired, and they may have not eaten in hours and as a result are angry or grumpy. Any delays or unpleasant encounters will send this guest into a full fledge melt down going off on employees who may also be vulnerable.Â
 In your hotel consider what investment goes into getting a guest to call and book a stay at your location? How much advertising was done? How many staff hired? How much time and energy in training with staff, operators and front-line?
How much patience and time was given to gain that guest trust? Your building preparations and maintenance of the property? What did it take to have them call and give you their credit card and put their money into your hotel or establishment?Â
Considering this investment is significant when in a moment that guest can be turned away by a negative encounter with one of your employees or managers.Â
What took months and perhaps thousands of dollars to build can be lost in a moment. Your hotel and its ultimate success is only as good as its weakest employee. That might be a scary thought! But even the best employee can be worn thin and not recognize their vulnerable condition.
For more:Â Â http://www.4hoteliers.com/4hots_fshw.php?mwi=5338
