Your largest event of the year is taking place.
Your guest-to-staff ratio is 15:1, and the incident calls immediately start coming into the command center.
Between each incident call, you’re receiving eight to 10 guest requests for random customer issues.
Guests in their suite or VIP section are making one food and beverage call after another.
Wheelchair requests are coming in hand over fist with no end in sight.
Your team is challenged with mitigating the high frequency of incidents occurring.
Your staff is having trouble handling guest requests coming in through the radio, and the calls are so backed up people are complaining – some have even left.
There’s no differentiation of inflow and outflow for requests versus incidents.
Your incident calls are taking priority, and wheelchairs aren’t making it to the guest.
People aren’t getting their food or drink, and housekeeping issues are being neglected.
Routing all calls through one individual is creating chaos and breaking down the operation when it should be moving quickly.
Your operation suddenly falls behind, leaving you helpless.
How do you respond? Your team is in disarray.
Do you have any idea how to pull them out of this mess?
Don’t sweat it – anymore.
We’re going to show you an easy way to avoid these customer service traps.
Efficiently Handle Guest Requests for Maximum Impact
During your events are you and your staff responding to medical situations, fights, intoxicated people, and wet spills all while trying to maintain your secondary operations?
Venues that host events consisting of unique capacity types require staff to respond to a number of requests ranging from wheelchair to food service requests.
Quickly responding to them can become involved, especially when they’re coming in through radio traffic, in person, or guests are calling them in.
Calls get mixed in with priority incidents!
This results in many requests being overlooked. Do you agree?
Your guests then perceive a poor customer service standard.
What happens then? You got it; they don’t come back!
Requests are overlooked. Needs aren’t being met.
They’re sent but never dispatched to appropriate staff or teams.
It’s your job to deliver a memorable, safe experience for your guests. Are you?
This motivates them to return in the future or never come back.
We don’t have to ask because we already know that’s a high priority goal for professionals like you.
We have great news for your guest services.
Supercharging your operation with increased staff efficiency and a better experience for the people you’re servicing can be accomplished.
Let’s dive in.
Counter Guest Services Traps Using a Solution
Standalone systems exist that can help you eliminate the problem of overlooked visitor requests.
Managers need a user-friendly process to ensure their staff can dispatch and respond to the needs of guests in a timely and efficient manner.
It’s important to make the requests of your visitors a priority alongside responding to incidents.
Solution providers have modeled a system you can easily use to separate the two processes.
Incidents and requests are found in all industries and are many times managed in a similar way.
Whether you’re an executive, supervisor, or staff member of a convention center, sporting event, music festival, hotel, airport, or theme park, you can now attend to the calls with effectiveness.
Being web-based, many of these solutions can be accessed via the internet from anywhere, anytime.
How’s that for accessibility?
You have the ability to organize all aspects of your guest services operation.
The plus side is you can do all this for your specific needs.
Most systems allow a request to be submitted two ways.
- The most efficient way, during an event, is to enter details into a short form within seconds. Your staff can then return back to the details at a later time and fill in additional information where necessary. (Your employees effortlessly inputs the required details, reducing the time it takes to deliver on guests’ wishes.)
- The second method is to enter comprehensive guest services request information through a long form option provided in the more advanced solutions you’ll find. When, what, where, who it’s assigned to, who is reporting, comments and notes, and documents can be added to your long forms. This will provideyou with historical records for future analysis.
You know we’re big advocates of analytics and measuring your operation for continuous improvement.
There’s no question.
When choosing a system for your operation, make sure the reporting features allow you to generate comprehensive reports so you can review all critical statistics.
Analyzing these reports should be simple and give you the ability to see data on an array of charts.
Use these to review your response times to requests too.
Perform Better to Exceed Guest Expectations
All the features of these software solutions collectively give you the functionality to be legendary on event day or even during the daily swing of things.
Inefficient processes or overlooking the needs of your guests can now be a “Remember when…?” conversation, rather than a living nightmare.
Your problems with guest expectations are now resolved.
Cumbersome methods are out-of-date when you use these solutions.
Operational efficiency and customer satisfaction is the rewarding effect.
The value produced by systems for managing requests gives you lasting benefits and adequate return on your investment.
Rather than overwhelming your incident management system with non-incident related information, you can track and communicate requests using a separate solution.
This ensures your venue’s requests aren’t overlooked.
A really cool feature of a handful of these solutions is confirmation that a request was received, dispatched, and completed can be sent to requesting guests via text message, leading to a memorable experience.
An increase in customer satisfaction and efficient staff allocation is the return on investment you’ll see immediately!
Request reminders can also be sent via text and/or email to your employees so that they have a record when the request was needed and when it was performed.
Accountability and awareness are vital here.
Your staff is now empowered with need-to-know information so they can ensure tasks they’re responsible for are done in a timely manner.
From the start of the initial request to delivery of your guest’s needs, every team member is aware of the execution of tasks.
Being strategic means taking advantage of your comprehensive reports for tracking, managing, and analysis.
- Accurately measure the performance of your operation.
- Look at the inner workings of your procedures and performance to see what matters.
- Detect and identify issues with response times.
Make better business decisions.
Don’t stop improving your operation.
Practice, and then practice a lot more.
Over to You
Tools used to handle guest requests allow you to track and communicate requests without mixing the incidents.
You now remove unnecessary stress when delivering an exceptional experience to guests for wheelchair escorts and suite, housekeeping, transport, and food service requests.
Ease of use in these solutions will help you surpass guest expectations.
We challenge you to step up your game in order to avoid the hazards associated with overlooked requests and guest complaints.
- Do you want your guests to return again and again?
- Do you want to see new visitors come to your venue?
- Do you want to leave a lasting legacy and enjoy your staff experience the fruits of your labor?
This is how you do it. This is how you handle it.
Editor's note: This post was originally published in September 2014 and has been updated for comprehensiveness and freshness.