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24/7 Software Blog

You’ve got dinner plans tonight.

So, you’re trying to get out of the office before 6:30 PM.

“Can you hold down the fort,” you ask your operations manager, Ryan. Ryan’s a recent college grad and isn’t celebrating Valentine’s Day.

He always reminds you how lucky you are to have him.

“Yeah, no problem. I’ve got everything covered. Tonight’s event shouldn’t be too bad,” he responds.

Five o’clock rolls around.

Guests start entering the property. It gets busy pretty quickly and most of the attendees for tonight’s concert are couples.

Before you know it, the usual incidents start entering your incident management system.

But, mixed with your high-priority incidents are more than the usual number of guest services requests.   

Today’s a romantic holiday, and you want to ensure that you exceed expectations so that everyone has a wonderful memory.

But, there are just too many guest requests coming into your command center.

You’ve got a lot of full time and part time staff.

But, you don’t have all the time in the world to train them.

Yes, your veteran staff is always around and experts at what they do. But, things change.

You’re probably overwhelmed with the task of training all your part-time and temporary employees because policies change often.

You know, every time they work again there’s a new policy to follow.

Training is ongoing and regardless of how busy you and your full-time team are – staff needs to be trained on how to communicate with guests.

It needs to be done according to your standards too.

Your frontline staff interacts with your guests the most. With that said, even though many of them are on your property the least often, they’re the ones who need the most training.

Do you agree?

Not to mention…

When they underperform, it has an adverse effect on all areas of your operation.

We get it; it’s tough.

Keep reading, though. We’re going to share with you how to solve this potential guest services nightmare.

Your property hosts a lot of guests.

You want to take good care of them. But, too many calls are getting in your way.

Incident calls are in the system, and those always take priority. It’s easy for a wheelchair request to slip through the cracks.

Agree?

But wait, let’s think about it again. Is the problem too many calls?

Or, do you need to manage the incidents and guest requests from two different queues?

We’re going with the latter! It’s time to separate your important guest requests from your high-priority incident calls.

You’re going to get fights, slip and falls, chest pains, and suite and transport requests, entering your queue.

It’s par for the course when you run one of the world’s greatest properties.

But, how you manage this feat is what differentiates your operation. It’s the difference between happy and unhappy-not-coming-back-to-your-property guests.

You want to exceed everyone’s expectation.

To accomplish this, separate your incident calls from your guest request calls-for-service. Leave your incidents in your incident management system and let another part of your solution handle guest needs.

It’s that simple.

To explain what we’re talking about, we created this infographic below to break down the drawbacks of combining high-priority calls with guest requests. It explains how to exceed expectations using top-notch request tracking software. Don’t fret – you’ve got options!

Your season is starting.

You’ve hired new staff and have many returning employees this year. You’re striving for a better year because last year was a rough one.

You had to let several of your people go due to poor work ethic and customer complaints.

Many were terminated due to their inability to communicate with guests. They demonstrated poor customer service.

Even worse, after all of the coaching you and the management team provided – they never put forth the effort to apply it.

“We must ensure all new and returning staff are customer service trained,” you tell Laura, the director of guest services for your property. “First-class service is a requirement, no excuses,” you continue.

“I can research the customer service training offered by the Disney Institute,” she replies. “But, that may take a while to put in motion,” she adds.

“Let me see what I can find in the meantime,” she remarks. Laura heads back to her office.

Flyers’ founder, Ed Snider, passed away this Monday, April 11th. He was 83.

The internet erupted from the passing of this visionary. We are sure you have seen the articles and memorials talking about his life.

This article is not one of those.

Today, we want to highlight key aspects of this visionary’s life.

The reason? Snider left behind a legacy that proves tenacity can take you to new heights.

Whether in work or life, we found three specific traits of Ed Snider that you can use to drive yourself as a leader.

You can even use this to advance your proactive operation.

Losing your possessions is a stressful experience.

Losing your possessions at a property that doesn’t use lost and found software increases stressful to overwhelming.

Can anything be worse than this?

Think about it for a moment, what would be your scariest possession to lose?

We would venture to say that losing your wallet, which contains much of your personal information, would be the most common and most terrifying possession to lose.

A wallet is a small thing, yet contains the most personal – and vulnerable – details of your life.

  • Driver’s License/ID
  • Cash
  • Medical Cards
  • Debit Cards
  • Credit Cards

These are standard items you would find in any wallet, and you might have more.

Lose your wallet, and your anxiety skyrockets!

First, simply the act of losing something is stressful.

Second, you have lost a possession that contains vital information about your life. It is a double whammy when you lose your wallet.

Can you imagine the despair your guests feel knowing they lost their wallet? Imagine how they feel not knowing they will get it back?

Not to mention, the stress thinking about their credit cards and debit card getting into the wrong hands; which crosses their mind hundreds of times.

It is a never-ending trauma that does not end until the wallet is found.

Put yourself in their shoes.

Probably going to be checking your credit or debit card accounts frequently to see if they have been depleted.

Whether you have ever lost your wallet or not, we know you can appreciate the gravity of this.

We understand, you cannot prevent dishonest guests from hijacking credit card accounts.

However, you can help your staff mitigate this situation.

Keep reading; we are going to share a clear customer service policy to give your guests an extra hand with their lost wallet woes.