Written By: Kayla Hobson
Class: HFT 3799
There were multiple times that me and my roommate needed help, and the front desk handled the situation quickly and effectively. For example, my roommate and I needed a ride to a Caribbean village. We assumed that this would be a quicker route since we didn’t know the property that well. To accommodate us, they called the driver and informed us that he would be arriving soon. And in a short time, he arrived and we were taken to our destination. There was another incident that required us to ask for more water to be sent to our rooms. The employee at the front desk asked for our room number and told us that everything will be handled. Me and my roommate hung out for a small amount of time and went to the room. When we got there, the water was restocked which left us both impressed with the fast service.
To ensure guest service is provided properly, staff should be trained on various skills. Those skills should include active listening, problem solving, and communication. To ensure that the staff learn those skills, it will be included in the various training platforms. And guests can provide feedback on the services that will allow the staff to stay updated on current needs or reports. For communication, the staff should be trained on technology usages, so they are able to use radios, phones and computers. These will allow easy access to carousel departments to ensure that the guest needs are provided for, and the resort is running smoothly.
While walking through the resort, we were greeted by everyone who passed by, and a lot of the staff didn’t mind asking us if we needed help. This action was seen continuously through the trip and by various people. Which informs me that there is a service design that is in place. In my prediction, it’s to greet everyone and provide help and solutions. These standards alone made me feel safe to be on the property and no matter where I went, there was someone available to help me if needed. I believe this add-on contributed to the loyalty from guests because it made the resort unique. As I stated in another paper, many of the guests that I interacted with had been coming to sandals or beaches for years. Informing me that there is something unique and a reason why people want to come back. Even while doing research, you will see that Turks and Caicos has multiple resort options that surround the property. But instead they always come back to beaches. I believe this has something to do with the add-on services or the service design that is apparent and set in place.
A priority that will be important to the butler service and front office, would be knowing the guest. The more they study the needs of the guest, the better services that they can provide. Another priority would be inclusion. Regardless of the event or setting, all guests should enjoy their stay with the least amount of complications possible. These services could include language and wheelchair assistance.