1. Many different people come to a hotel each day. Most expect to receive a clean room with a few extra amenities. What separates our hotel from all of the others is our level of customer service.
2. How can you improve the level of customer service each guest receives? That question has many different answers depending upon where you work and what your job functions are. However, there is also an easy answer that will have a large impact on how each guest feels about our hotel. That is to practice the 5/10 Rule.
3. What is the 5/10 Rule? The 5/10 Rule simply states that you should smile at each person who comes within 10 feet (3 meters) of you and you should greet each person who comes within 5 feet (1.5 meters) of you. This applies to everyone, from guests to employees.
4. Accomplishing the first part (the
10) is easy! All you have to do is smile! There are no language barriers between smiles.
5. The second part (the 5) can be a little intimidating if you don’t know what to say or if you don’t speak English very well. However, this doesn’t have to be scary. At the minimum, you can smile and say “Hello”. You can also engage the other person by asking them how their stay has been or by asking if you can help them. Practicing the 5/10 Rule will leave a positive impression on the guest and make them more likely to come back and stay with us again.
6. In addition to making the hotel a friendly place for guests, if you will practice the 5/10 Rule, you will also make the hotel a safer place. That is because criminals don’t want to be recognized.
7. Did you know that you can help prevent crime simply by greeting “guests”? That’s right, by just mak- ing eye contact and greeting a passerby, you could be driving a criminal away to another hotel where its employees are less friendly and less aware. Just think, by smiling and greeting each per- son you meet, you will help pro- tect yourself, your fellow employ- ees and our guests.
8. Following the 5/10 Rule is some- thing that is easy and fun to do. It helps create a friendly environ- ment for us to work in because we are smiling and greeting each other. It helps create a friendly place for guests to stay because we are smiling and greeting them each time we see them. And it also helps create a safer place for us to work and for guests to stay be- cause we are smiling and greeting potential criminals who don’t want to be smiled at or greeted. All at the cost of a smile.
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