I got a comment on my first ever blog that is, well, just a very good point.
The pressure to solve guest issues is entirely up to the management staff. At no point should we make an employee feel responsible for any managerial duties.
It is important to empower our staff to properly react to guest issues, but we can not hide behind them when a problem arises. Ultimately we need to solve any guest issue, not put the responsiblity on our people and thank them for "getting the ball rolling".
A guest wants "permanent resolution". That is what we do!
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I always tell my staff:"We (managers) are only as good as you guys are". A staff members is having a bad day, do not make it worse. Your goal is to turn it around in order to avoid a negative guest experience as a result of it. We choosed management, nobody forced us to do it. Our job is to solve problem or to avaoid them by beeing proactive. That is why we are getting paid for.
Sebastien Tribout
General Manager
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