How To Avoid Hiring Dr. Jekyll/Mr. Hyde
By Doug Walner President & CEO, Psychological Services, Inc. | September 02, 2010
Making bad hires in the hotel industry can result in more than just lost time and wages, extra paperwork and personal trauma for those involved. It can cause severe, even irreparable, damage to a hotel's reputation and loss of revenue due to cancellations, lack of repeat business and poisonous word of mouth.
Hotel guests all have memorable moments about their stay. For some, it's the spectacular oceanfront view. For others, it's the four-star steakhouse downstairs. Amenities like pillow-top beds or HD TVs might also linger in their minds.
But for the discerning guest, it's the four-star customer service...or the lack thereof. If a guest is left uattended at check-in or has to wait over an hour for his luggage to be delivered to the room, the blame isn't going to fall solely on the shoulders of those responsible for those tasks. It's the hotel as a whole that will suffer.
Customer service positions are key to the performance of virtually every business organization. In the hotel industry, however, customer service can truly spell the difference between success or failure. It is, therefore, not only important, but crucial, for hotel management to hire employees who best personify their establishment.
Ten years ago, before the terms "internet" and "blogging" became household words, hotels were rated by a select group of professional travel writers and industry experts with names like Fodor and Frommer. Fast forward to 2006, and it's a whole new ballgame.
Travel and hospitality websites like CitySearch, TripAdvisor and TravelPost provide open forums where anyone can post a "user review." Anyone who's had a negative experience with Hotel X can rant; anyone who's had a positive experience can rave. But let's face it. Those surfing the net for "user reviews" aren't doing so to hear glorious praises from biased parties; they want to know the "horror stories" -- what could impact them.