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24/7 Software Blog

Do you know of an easier and less expensive way to enhance customer experience and build loyalty?

We all know this: losing an item at your property is such an annoyance for your customers.

Forget about the slog to find the Lost & Found department to report the lost item. (Talk about salt on a wound, right?)

Or, the problem for you to manage everyone’s lost and found property.

Losing a personal possession can affect your customers’ overall experience. How your team manages this experience can impact it tenfold too.

The important thing to know is we understand your pain.

That’s why lost and found software for all types of properties exist. Whew.

The hard truth is that lost and found items are affecting your bottom line – regardless of your operation’s type or size!

You’ve got to change that.

So, to help you find the best solution for your property, we created the infographic below.

It helps you see the little inefficiencies you might be missing that can turn into significant customer service problems, and how to counter them with an intuitive system.

Check it out.

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.