Hotels are a vibrant industry – as temperamental, moody, fun, idiosyncratic, and eccentric – as the people who make the structure throb and come alive. And that presents a unique challenge to those who are responsible for ensuring that the brand personality seeps into each employee optimally for a cohesive representation of the brand. Ask the Training and Human Resource fellas and they will tell you how much sleep they lose over beating, shaping, moulding, clubbing a delightfully eclectic mix into a unified cookie-cutter, strait-jacketed, assembly line incarnations of the Brand.
So, let’s take a closer look at these folks who hold the power of the Hotel’s universe in their very able hands.
1. THE WELCOMING PARTY
One of the most important Brand Ambassadors of your hotel is your hotel’s first contact with the guests – the Airport Representative. How the guest is accorded the ‘meet & greet’ service, how is he assisted, how comfortable are the lady travellers made, how smoothly, swiftly is the entire act of receiving, welcoming, escorting played out is at the centre of this preface. The guest is identified correctly, greeted by name, made to feel at ease on his first or nth visit, welcomed back warmly as extended family on his return visit, helped with passport, visa, disembarkation, extra baggage, customs formalities – the Airport Representative does all this and more; making the arrival a delightful touchdown after a tiresome long haul or annoying short haul flight.
It is the Airport Manager, with his excellent contacts within the Airports, enviable understanding of the goings on, change in policies, recent developments in the Airline industry and his training as a significant hotel-to-guest contact, who sets the tone for a great or grey stay for the guest.
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