Q: How do you ensure that every guest’s (or group’s) experience exceeds their expectations? I anticipate their needs by listening and understanding exactly what they need and how I can provide for them during their stay, and make sure to take an extra step forward to make sure each guest feels special. This can be as simple as sending a welcome amenity to their room or upgrading them if we have the availability. What may seem like a small gesture is actually something memorable to each guest. FARAH LAKHANI, Conference Services Manager at the Westin Carlsbad and former CHLA Hospitality Foundation scholarship recipient Q: In your opinion, what is the most effective way to handle a guest complaint to turn a negative experience into a positive one? Communication is key! Smile, listen, pay attention. Thank the guest for giving you the chance to solve the problem. Offer your best solution and if their face is looking dissatisfied still, ask, ‘What can I do to make it better for you?’...all with a smile. ALEXIS MCCARTY, Manager, Guest Services, REST, a boutique hotel Q: How can hotels be stewards of their local communities? The way our hotel supports our community is that we always support small businesses with donations and discounted rooms as well as supporting firefighters or anyone who works for the government with housing during emergencies. PENNY LANGSTAFF, Front Desk Attendant, Best Western Plus Villa Del Lago, Patterson, CA Q: How can hotels be stewards of their local communities? We’re very fortunate to have some inquisitive minds working within our teams and most are overlooked or maybe never voice their interest, so talking about the subject, posting a sign-up sheet for a committee is always a great way to start. Partnerships within the local communities can start small, nothing overwhelming at first, and then build off of that. I think it’s a very important topic we should all be addressing each year. Are we doing enough? Can we be more efficient? The answer is yes, and we will continue that effort. VC NAIK, Senior Vice President of Operations and Development for Southwest Hospitality Management, LLC 20 CALIFORNIA LODGING NEWS www.calodging.com VOICES OF HOSPITALITY
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