Claridges Hotel: How to create customers for life

Posted: 28 Mar, 2023 in Customer Success.

A teddy bear’s story at Claridge’s Hotel, will make you smile.

As a team coach, I’ve had the privilege of working with many hotel staff teams over the years. And let me tell you, there’s nothing quite like the hotel industry when it comes to customer service. In fact, it’s one of the most challenging and rewarding areas to coach.

When you’re dealing with guests who have just arrived after a long flight or a stressful day of travel, you need to be able to read their body language, understand their needs, and anticipate their wants before they even ask. It’s a high-pressure job, but with the right training and coaching, it can be done with grace and finesse.

Here are a few of my favorite coaching tips for hotel staff teams:

Stay Positive: 
A great attitude is infectious, so always start your day with a smile and a positive outlook. Remember, you’re in the hospitality business, so it’s important to make your guests feel welcomed and appreciated.

Listen Actively: 
Active listening is a crucial skill in any customer service role. Take the time to really hear what your guests are saying and respond with empathy and understanding. This not only helps you provide better service, but it also makes your guests feel valued and heard.

Go the Extra Mile: 
Sometimes it’s the little things that make the biggest impact. Whether it’s leaving a personalized note in their room or offering them a complimentary drink at the bar, going the extra mile can turn a good experience into a great one.

Collaborate Effectively: 
Working as a team is key to delivering exceptional customer service. Encourage collaboration and communication among your staff members to ensure that every guest receives a consistent and memorable experience.

Embrace Feedback: 
No one is perfect, and there’s always room for improvement. Embrace feedback from your guests and your team members, and use it to continually improve your service and your skills.

In the end, it’s the little things that make a big difference in the world of hotel customer service. 

With the right coaching and training, your staff can provide a level of service that will keep your guests coming back again and again. 

So, put on your best smile and get ready to welcome your customers with open arms!