Monthly Service Spotlight: Vitality Hotel Punta Delivers Great Hotel Customer Service
Great hotel customer service is the root of a hotel’s reputation; the glowing reviews that we all love to see are born from exemplary service. This is why we are thrilled to welcome you to TrustYou’s monthly Service Spotlight, a fresh new blog that features GMs, area managers and other hospitality executives who uphold the highest hospitality standards.
With an excellent TrustScore of 89, it is clear that Vitality Hotel Punta is delivering service and memorable guest experiences. In fact, guests know the hotel best for its friendly service and staff (93/100). In our first Service Spotlight, learn about Mr. Robert Betić, General Manager of the Vitality Hotel Punta (of Lošinj Hotels & Villas in Croatia), and how he ensures excellent service standards within his hotel.
1. What made you get into the hospitality industry?
In this field you are required to be proactive, you cannot just wait for things to settle down or to happen. There are many places to go and many areas to grow in, and hospitality jobs will always allow you to use your creativity.
2. Is there a “test” guest situation/question you ask prospective hires during the interview process? If so, what is it?
Personally, I prefer sample situational judgment test which gives an indication of practical abilities on the job.
3. What goes into delivering great service?
Of course, it is a positive working environment, which is essential for employees to achieve their potential.
4. All members of your team must WHAT?
They must have a smile upon their faces, they have to be kind, and take responsibility for the problem.
5. What is the best compliment you or your team has ever received?
The best compliment is a satisfied, loyal guest who will return to the hotel and refer the hotel to his friends and family.
6. Your nightmare guest does WHAT?
My nightmare guest is one that is still disgruntled after all the efforts …
7. How do you handle a dissatisfied guest?
Once you're aware that your client is unhappy, the first priority is to put yourself into a customer service mindset.
8. Is the guest always right?
It is important to be aware that the guest is not always right, as sometimes guests can engage in undesirable activities which can turn out to be consequential.
9. What's a deal breaker for you at a hotel that you are a guest of?
People just love to feel important and appreciated. It is a timeless classic of human nature. Therefore, I expect great customer service when I am a guest.
10. When you complain when you're a guest, what do you do?
I'm trying to give negative feedback in a helpful manner, in the language and tone of concern, because the purpose of negative feedback is to create awareness that can lead to correction or improvement in performance.
11. There’s usually that one staff member who guests love. The one who gets mentioned by name in reviews and comments. Think of that staffer (you don’t have to name them) and tell us what they do to stand out so favorably amongst guests?
That person just has that special something that makes our guests feel special.
12. What’s your take on responding to online reviews: all of them, just the bad ones, as many as you can get to or some other combo?
I try to respond to all of online reviews, but especially to the bad ones. Feedback from each of our guests is very important to us.
13. Will reviews continue to play an important role in industry 10 years from now?
I'm pretty sure it will.
14. What brand delivers on customer service the best (does not have to be in the hospitality industry, can be any brand)?
Good customer service is all about bringing customers back. And about sending them away happy - happy enough to pass positive feedback about your business along to others, who may then try the product or service you offer for themselves and in their turn become repeat customers.