On a recent trip to Houston, Texas I stayed at the Omni. I have traveled to many different hotels and I always wonder what type of service I will receive when I arrive. Exceptional customer service is what I look for when I am away from home or on a vacation. The ambiance of the hotel is important but not as important as the service I am provided with.
The decor of the hotel was pretty nice but I was more impressed by the doors being opened for me everytime I went in and out. The valet service made you feel important and welcomed. As I thought about what type of customer service guests are looking for when they travel, the following things can be done fairly simply:
1. A SMILE- a guest always feels welcomed when they are greeted with a genuine and friendly smile by the doorman and front desk staff.
2. Inquire if the guest has been there before- try to find out their expectations and then exceed them.
3. Room cleaning service- not just cleaning the room each day but really going the extra mile to put your things very neatly in the same place and folding the towels in a unique way for an added touch
4. Have management walk around the hotel and greet the guests- ask them how they are enjoying their stay
There was an overall warm and hospitable feel at the Omni in Houston- they made you feel special and wanted you to have a positive experience!
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