In the hospitality industry, guest service and satisfaction is key. The goal at our properties is to create return and long-term, loyal customers. The emphasis of the L.E.A.R.N. Service Recovery workshop hosted by Sands Academy in October was to instill principles and practice great customer service.
“We work to instill that loyalty programs, like Grazie, equal financial security,” Ian Thompson, Director of Talent and Organizational Development said. “If we can get our guests to keep returning to our properties, we will succeed. We also have to focus on how we handle those opportunities on a daily basis.”
L.E.A.R.N stands for listen, empathize, apologize, react and notify. Research shows that 70% of complaints made by guests are initiated at the front desk. Guest satisfaction is exceeded when solving an issue is handled quickly and goes through minimal channels.
“Our unique challenge is that we have so many guests at The Venetian and The Palazzo on a daily basis,” Thompson said. “We have research that shows when guests are visiting Las Vegas, service is most important. With so many guests, we must react to each issue in a timely manner and find the resolution so that the guest walks away knowing that we care.”
According to the properties guest satisfaction survey, guests are more satisfied when they feel they have been heard and their problem has been taken care of in a timely manner.
“Problems get solved when we listen to our guests,” Thompson concluded. “We have to be strategic and tactical when trying to make a guest happy and comfortable while they’re staying with us. Empathy with our guests is key.”