Most of the hospitality industry burns out leadership and employees with a predictable speed. Here's why: Repetitive work. Demanding customers. Competition around every corner. Around-the-clock demands. A number of people needed to provide good service yet only one of them can sour the entire experience.
Even with this situation, some of the best scoreboards are in use in the hospitality industry.
The front desk people don't help the bell desk crew, who don't help the restaurant, who don't care about housekeeping or parking. The leadership people were exhausted putting out fires and giving pep rallies. Then they set up metrics and scoreboards that produced this prize winning example.
When a traveler called from another city to hold a reservation for a flight-delayed guest, the front desk clerk at the mid-level hotel reassured, "I'll make sure we have your room ready and waiting for you. And if you'll be taking a taxi, be sure to tell the driver, that you want the Willow Road XYZ hotel. There are two of our properties in town, and we don't want you ending up at the other one."
When the traveler arrived at the front desk, an apple was sitting next to the registration card. The front desk clerk explained, "I thought an apple might taste good after your long flight. I'm Sandy, and if you need anything else, please call me."
Then as the bell person helped the traveler to the
room, he outlined: "You can call room service until
midnight. The coffee shop will open tomorrow at 6 am.
And if you need the valet to get your car, just give
the parking folks a call 15 minutes before you need
it. We're all interested in making your stay a good
one. If you need any help at all, my name is Ronald.
And before you leave, there's a customer feedback card
on the pillow."