The true testament to a hotel’s client or guest experience is down to every member of its staff. From the moment a guest steps foot inside the hotel to the second they depart, the way hotel staff attend your guests will affect their experience. The difference between the service at a 5* or 4* hotel is noticeable, and in a competitive industry where guests have a great deal of choice, the staff need to operate at the very highest level.
From boutique hotels through to large chains, hotel staff training is continually sought to ensure that the very highest level of service is met. But what are the skills required, and what areas can be sought to improve in order to obtain valuable client retention and return?
Management Team
From the General Manager to the Hotel Manager’s assistant, this workforce should run, guide and lead each team towards efficiency and success. It’s vital that this team is highly organised, efficient, focused and all on the same page.
They will work between all departments, dealing with client requests and problems, through to behind the scene logistics. They should be highly organised and extremely well presented as they represent the brand that can make or break the reputation. The way they handle each aspect of the day-to-day business will be noted by the shareholders or owners. They may be Managers, but they still need the correct hotel staff training to ensure they are managing your hotel the way it should be.
Accounts Department
In every hotel, large and small, the accounts department will consist of various team members helping with day to day tasks such as bookkeeping, payroll services, tax returns and general admin. With the right hotel staff training, this team should be organised, digital and working with efficient systems to minimise workflow issues. The management of the accounts team is also vital to ensure that the team work well together, tasks are clear and a structure should be put in place to deal with staff absence.
Although this team usually works during normal operating hours, some larger hotels may need a support team working in more anti-social hours. This could be beneficial should any guests or hotel staff require support outside of the standard 9-5. Regardless of the size of the hotel, it’s important to move with the times, and for functionality and workflow to be efficient and productive.
Food & Beverage
Within the F&B department, depending on the size of the hotel you will have a large number of team members. From the Head Chef, Commis Chef, Sous Chef, Chef de Partie through to the F&B Manager and waiters. The food and beverages within a hotel can be a signature element of the brand, from the revered cocktail bar through to the Michelin star restaurant.
In London, many high-end hotels will bring in high profile Chefs in order to attract the highest level of clients – and in turn, the staff supporting the Head Chef should be of the highest quality.
The layout/style of the kitchen, restaurant and drinking area will affect the way staff present themselves. A closed kitchen will have a very different energy to an open plan kitchen – displayed for all the guests to observe! Within the F&B department, teamwork becomes the highest factor to attending the guests and getting the highest results. A breakdown of teamwork will only result in poor communication and in turn impacting the output of the staff. Don’t let this happen to your F&B team by providing poor hotel staff training.
Within the F&B department, teamwork becomes the highest factor to attending the guests and getting the highest results. A breakdown of teamwork will only result in poor communication and in turn impacting the output of the staff. Don’t let this happen to your F&B team by providing poor hotel staff training.
Front of House
The front of house staff is the guest’s first impression at any hotel. A human being makes a first impression within the first few seconds! In these precious few seconds, everything from sight, smell and atmosphere will be observed to give a lasting impression.
The front of house staff is the guest's first impression at any hotel. Click To TweetThe Front Desk, Concierge, Door Man and Porter all play a valued and important role. From understanding cultural etiquette to understanding the tone and brand of the hotel. A deep understanding of presentation is key to reaching the highest level of care for the guests.
The fine details do matter and will be the difference between a happy guest or an angry or indifferent guest. The front of house staff are the employees who can make that lasting first impression. Therefore, it’s vital that they have the best hotel staff training and are focused in their approach to their roles.
Housekeeping
A huge part of guest care and retention is what happens in the housekeeping department. From the Head Housekeeper through to the supporting housekeeper and the specialist Laundry/Linen department, housekeeping will have a major impact on the hotel.
No guest wishes to be reminded that other people have previously stayed in the room, therefore the hygiene and attention to detail is vital. From a stray hair to a fraying toilet roll, these small details will have lasting impressions. It’s also vital that etiquette is understood from entering and exiting a room, and discretion when dealing with personal or valuable items.
Although most hotels will now provide a safe for valuable items, a missing laptop or watch could have a major impact on the hotel and its reputation. Continued hotel staff training and education will ensure a tight team who must work on tight timelines to achieve their daily tasks.
Butler Service
In luxury hotels, it is not uncommon to have a specific Butler service, either dedicated to the suite or floor. The Butler is a symbol synonymous with luxury, and it is reserved typically for the penthouse or VIP guests.
Butlers in hotels will perform similar duties to those found in stately homes. Packing and unpacking, making reservations, coordinating with the concierge, in-suite room service and any other guest requests. The Butler is there to give them round the clock care and attention.
Due to the highest level of care expected from the Butler, the Butler, in turn, must have the highest level of etiquette, cultural understanding, presentation and skills. The Butler must also be prepared to work well with other Butlers in the team. This can be taught through high-quality hotel staff training and staff development.
Valet Service
The valet plays an important role in the care and parking of the guest’s cars. Most commonly found in the USA, the valet has become a service offered by high-end hotels. Particularly if there is not easily accessed parking. The valet is tasked with parking a guest’s car and ensuring that it is safe. The guest is then able to enter the hotel through the front entrance. This provides an excellent first impression, rather than taking an elevator up from an unground parking level!
A valet may be tasked with driving incredibly expensive cars, so the correct hotel staff training and etiquette should be taught in order for them to handle this. Regardless of the guest’s wealth, they should feel that their car is safe and being handled correctly.
The best hotel staff training is key to a continued and successful company. From small boutique hotels through to large chains, the value of re-training and re-educating your staff is clear. For guest and client satisfaction and to create a fantastic team with a positive energy.
For more details about how Polo & Tweed could help with your hotel staff training, please don’t hesitate to get in touch.