(If you’re managing a hotel that wants to up its burnish its reputation regarding highly personalized – and personal – service, there’s a fine line between communicating thoroughly and intruding on a guest’s privacy, writes HOTELS blogger Larry Mogelonsky, principal of Hotel Mogel Consulting Ltd. in Toronto.)
Say you’re managing a property with a focus on service excellence. In other words, you’re one of those general managers that recognizes that, above all, hospitality means the gracious accommodation of the guest who resides in your property. How do you manage guest communications, while at the same time not intruding on their privacy?
A recent stay at the Four Seasons Hotel Ritz Lisbon provided a demonstration of excellence in this regard. Combining both in-person as well as written communications, the staff demonstrated a warm rapport with me as a guest over the course of my four-night stay.