Beat The Greet
When it comes to guest experiences it is always important to “Beat the Greet”. Research has shown that the guest experience can make or break your resort in the first few seconds of a guest interaction. Depending on how this interaction happens, this sets the tone for the expectations of the guest for the rest of their experience at your establishment. We teach our staff here at The Broadmoor the importance of “Beating the Greet”.
We will be the first to establish a connection and make the guests fell welcomed and at home. How is this done? We are the first to hello, the first to walk up to you, the first to start the conversation, the first to step out from behind a desk to greet the guest, and the first to wish you a great day. It is important to establish that connection early on, during arrival, to help the guest relax and feel comfortable with staff during their visit.
It is imperative that we create consistency amongst all employees, as well as leadership. If we use each other to practice and greet one another, this simple task will become a lovely habit that just comes naturally for both our colleagues and guests. You may even find yourself practicing this method at the grocery store or on a walk in your own neighborhood. It is important for all employees to practice this method as we all walk through guest areas daily and most likely have many guest interactions. So, from the front of the house to the back, offering a friendly greeting can not only improve your day but also enhance the overall guest experience at our resort.
Examples on how you can “Beat the Greet”:
- Front Desk: Even when you are performing a check-in at the Front Desk, sometimes we know it will take a little longer for the interaction. We can acknowledge waiting guests in line and let them know “We will be with you in a moment. Thank you for your patients”. Although they are still waiting for the service they wish, the guest will be thankful for the acknowledgement of them.
- All Employees: Simply offering a “Good Morning” or “Good Evening” to someone first can make their day entirely different. The person could be having a tough day, and you could significantly improve their day by just being nice and offering acknowledgement. You never know the difference you could make in someone’s day by just saying hello.
Why does it matter?
- How you present yourself is how other people view you. What would you like to showcase?
- Experts say we form an opinion of an establishment within the first 30 seconds to 2 minutes of our first interaction with staff.
- You never get a second chance to make a first impression, so it is important all first impressions are great!
- Two things remain irretrievable: Time and a first impression.
So, remember that you can help every guest and your own colleagues have a great day.
For more information about The Broadmoor and how you can view a list of our open positions, visit our career website HERE.