I recently watched a French TV series adaptation of Agatha Christie’s famous book. Ten murderers who have remained undetected until now are all lured under false pretences to an uninhabited island with a (rundown) luxury resort and murdered one by one. Pretty gruesome, I know!
But of course, that is not the reason I am blogging about it.
While watching the series, what struck me was the welcome they received (from the unsuspecting Hotel Manager) at the start of their ‘adventure’. While this series is about other things (including justice and right and wrong), it also teaches us about the value of a good welcome. So what does a good welcome exactly entail?
The Hotel Manager in question first makes sure the guests are made to “feel welcome”. Almost all of them have had a long journey and are understandably quite tired. So they are all relieved to see a welcoming face who welcomes them to the island. They are also served refreshments as soon as they get off the plane which they gladly accept. They are then given a short tour of the resort and shown to their rooms. Not rocket science, I know.
But behind every simple task are what I like to call ‘processes & structures’, a topic that I will often return to in this blog.
In order to ensure all your hotel or resort guests receive a warm welcome, it is important for you as a (future) manager to put into place ‘processes & structures’ to ensure this takes place time and time again.
What does a warm welcome mean to you? What do the brand standards say on the topic? And how can these be implemented on a daily basis, so that your guests have a great first impression?
Topics to think about if you want your guests to leave happy and hopefully return.
Thorsten Edu 