What Questions Will Guests Ask?

Today, guests will ask questions.  Some questions will be in person; others will be via email, phone, text message, or social media.

 Rest assured, guests will ask questions.  Lots of questions!

 I don’t think they will ask you how long or how hard you worked yesterday.  I don’t think guests will ask you whether you work standing up or sitting down, or whether you spend time in meetings or online.  I don’t think guests will ask whether you work at a resort, at a corporate office, or remotely. 

Guests will ask you what you are doing to make their stay experience easier to reserve and more memorable for their families.  Guests will ask you what you are doing to make their accommodations safer, cleaner, and well-maintained, and to ensure they feature the amenities they expect. 

Suppose a guest is not feeling well. What is the location of the closest hospital and pharmacy?  What is there to do at the resort, within a short walk or car ride?  What is there to do if it’s raining?  Where can I have a great dinner, shop, play golf or tennis, ski, swim, attend church services, watch a movie, visit a museum, play at an amusement park, or tour a historic site?

 Rest assured, our guests will ask questions.  Lots of questions!

 This Friday, spend time reflecting on the most frequently asked guest questions. Imagine yourself as a guest and consider what questions you would ask.  Then, spend time today practicing asking questions and providing the answers.

Service excellence is measured by providing timely solutions to guests’ needs, wants, and expectations.  Guest expectations are revealed in the questions they ask.  Meeting or exceeding guest expectations results in happiness, delight, and loyalty.  Conversely, falling below guest expectations results in disappointment, confusion, and pain.

Rest assured, guests will ask questions.  Lots of questions!

Are you ready?

Until Next Friday,

Rob