Eric Slater
Course number (HFT 3799)
- The front-of-house departments work together to deliver a seamless guest experience by mainly communication. When we first arrived at the resort, we were greeted by the managers who were very happy to see us. Once we sat down, we were given paperwork to fill out for our rooms and once this was completed the staff communicated with the hotel porters where our rooms were and to deliver it to each one. The process that stood out to me the most that involved the front-of house were the bartenders. When I would go up to the bar, they were very welcoming and had a process they followed each time that I saw them. Cleaning the bar to begin with, setting up the lemons, limes, and other goods that went with the drinks, and finally addressing the guest at the resort with manners and simply good spirits. From a managerial perspective, the systems that support consistency and personalization in guest services would have to be constant training. Without constant training and direction to lead the staff members, I think that the pride of them working would diminish. Making sure they were on top of their game was a very important goal for the managers to have as it shows how much they care for their guests each and every day. The service standards were top-tier, and I think this correlates with communication as one team member could explain the needs and wants of the guest to another. This would help to accommodate each guest and have a different experience then another. Without communication, I believe many of the services would be as superb as they were when we were given the opportunity to stay at this resort. Service design influences guest satisfaction and loyalty because each individual is looking for a particular experience that makes one stay different from another. If each guest has a personalized experience while at the resort, they would feel more welcomed each day they woke up. When leaving the resort, personally I knew that I would miss how much they took care of me and how intentional they were with their actions. If I had enough money, I would become a loyal customer to Beaches & Sandals, and I believe this is the case with many other guests who have stayed as well. The personalization and careful actions taken place were intentional but made a huge difference with how other places treat their guests. I felt cared for and this went a long way as I fully support and will advise anyone looking to stay at a resort to check out Beaches & Sandals first. If I were managing one of the departments such as food/beverage I would be prioritizing the timing of each meal and checking in on guests to enhance the guest experience. Although each place was very good at accommodating guests, I believe that checking in on guests a little more often while serving food/beverages would enhance the experience a bit more due to the fact that guests may need drinks for example or have questions before each item comes out.