As a hotel tester, I have traveled around the world for years, always in search of the very best service. Yes, that is and remains a dream job. Do you want to know what a normal workday of a hotel tester looks like? I will take you on the journey and you can learn a lot for your business in terms of service. First of all: I have indeed met them, the service stars, where not only the hotel, but also the employees deserve at least 5 stars. The employees who have turned a great hotel into a wonderful place. By their attention, politeness, and friendliness, they have created true service oases. Hats off to all those stars out there. However, when asked about my everyday life as a hotel tester, unfortunately, the everyday service pitfalls also come to mind. As a hotel tester, you never know what to expect behind the revolving door. Like the last time in a 4-star hotel - somewhere on this planet. It all starts with the reservation. And for those who do not book online, they turn to a person in a classic offline way. This time it seems like I should get to know quite a few employees over the phone in advance, as I am connected three times. My name, which I spelled out, is noted incorrectly, and I am already anticipating the resulting difficulties for the check-in... Upon my arrival, I meet Mrs. M. She is busy, but her screen also reveals with what. She is currently browsing on eBay. She was probably close to an auction ending. This could at least explain why as a guest, I have to greet first and the employee is staring at her screen. My reservation cannot be found immediately, and unlike Mrs. M., I know that my name was noted incorrectly. In the room, I encounter the mystery of the minibar: There it is again! Not the minibar, but the expired bottle, whose expiration date has long passed. The glasses for the minibar also do not exactly invite you to have a drink! Forensic investigators would have a field day with the many fingerprints. In the hallway, I take a closer look at the cleaning cart. Here, I can get well informed about the occupancy on my floor, as the room list is openly lying around. Now I at least know my room neighbors by name and also know who is checking out when! In the restaurant, the dinner menu from the previous day was not replaced. The staff member is surprised and asks me where I got that from when I try to order that exact menu! When I ask for a newspaper at breakfast, I am directed to the reception in the other building. The two employees continue to chat - and I wonder why my service request for the newspaper was not simply fulfilled without comment. It couldn't have been a lack of time. Upon departure, no complete sentences are said to me anymore: I hear individual words like "room number?" and "minibar?" or "parking ticket?" I am repeatedly asked for my room number - but never for my name. So I manage to be completely anonymous and just a room number for a whole day. To be precise: Room 109.
Your own service check:
And now to your company: Be a service tester in your own business. Check the points that you may have just chuckled about. Here are my tips for a 5-star service: 1. Phone contact: How do your employees answer the phone? How often is a customer transferred to someone else? And what is the service like when a contact person is not available? 2. Greeting: It is extremely important and this is where the service begins. How are your customers greeted? Who greets first? 3. Cleanliness: Look through your customers' eyes. What does the entrance area of your company look like? Dirty ashtrays and messy desks are not good door openers. 4. Up-to-dateness & Discretion: Expired flyers on the walls do not look good, just like the visible order data from the previous customer. Stand in the exact position where your customers usually stand. What do you see? What do you not want to see as a customer? 5. Name addressing: There is no one without a name, and it is always personal. How often are your customers addressed by name? There are so many opportunities for this. 6. Special requests: How do you handle an extra request? How often is the word "No" used? Are alternatives offered, and does your customer feel the service willingness of your employees? 5 stars do not fall from the sky - but they can be earned through good service. Have fun with it!