Listen carefully and act creatively.

This is the main strategy for the success of a boutique hotel with high-level service.

The main purpose is over delivering to your guests, proactively meaning before they ask for it, but it can be used in various situations such as dealing with conflicts and complains.

TRAIN your employees to listen more then talk.

To listen, NOT to think of what they are going to answer next.

To listen and to search for THE CRITICAL PIECE OF INFORMATION that is the key for the whole situation.

What they found out by listening should be used to create a solution which will COST your hotel NOTHING yet provide great VALUE FOR A GUEST in need.

In fact, many things cost a hotel nothing, but solve the problem to a guest.

It’s the most effective way of getting what you want – more loyal guests who will choose you WITHOUT having second thoughts.

But YOU NEED TO TRAIN YOUR TEAM to listen. Otherwise, they are too concerned with looking smart and professional, in other words, they are AFRAID of thinking creatively towards problem solving.

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