Operations is the beating heart of the hotel, the place where guest expectations meet reality and lasting impressions are made.
Whether you’re at the front door or front desk, in food & beverage, housekeeping or maintenance, every guest touchpoint is an opportunity to impress. Own it.
1 RADIATE OPTIMISM
As an operations extraordinaire, you can stand for hours in uncomfortable shoes, work double shifts and back-to-backs, and still sparkle sunshine on the dreariest of days. Don’t let anything break your spirit.
2 GREET EVERY GUEST LIKE YOU’RE DELIGHTED TO SEE THEM
Travel is hard. Enthusiasm is contagious. When your eyes light up, the guest’s eyes light up too. Use eye contact, a smile and a warm greeting to tell every single guest, “I’m glad you’re here, and I’m here to help.”
3 KNOW YOUR GUESTS
Every guest has different needs. Pull up their guest profile and get to know them. Combine observation and intuition with profile information to understand your guests, cater to their preferences, and create meaningful, memorable connections.
4 BE A STICKLER
Don’t wait for complaints to learn about guest disappointments. Be on the lookout for signs of trouble. If you don’t notice them, guests will. Take action to fix issues on the spot, and look for opportunities to turn a routine stay into an unforgettable experience.
5 HUG YOUR TECHNOLOGY
In operations, your team is scattered across departments, floors and shifts. What brings you all together is technology. Don’t let it go underutilized. Get to know your systems, learn the tools and tricks, read the reports, and keep in tune with staff and guests.
6 BE A TEAM PLAYER
This isn’t a contest. You and your colleagues share the same objective: to take care of your guests. Keep them informed about guest issues, record details in the guest profile, and collaborate on ways to improve the guest experience. Together you’re better.
7 WELCOME CHALLENGES
No guest is impossible. No situation is hopeless. It’s all in your attitude. Approach every upset guest and challenging situation as an opportunity to learn and improve. Tell yourself, “I’m going to do everything I can to turn this around.” And then do it.
8 BE A ROLE MODEL
Your colleagues are listening, learning and emulating your behavior. Whether you’re a frontline employee or a department head, inspire them by being relentlessly courteous, respectful, and professional—and by always striving to be your best.