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A front office staff a 4-star hotel in the city of Medan had done something very impressive to me. Many years ago when I first visited this city for an office job, I do not know where to stay, so I handed it to a friend in Medan to pick a good hotel, clean for me. In the afternoon I arrived and front office personnel check in with friendly service. I am a woman on duty alone to the city that is still foreign to me, so that these officers as a friendly welcome to me that makes me more comfortable feeling. The next day when I crossed the lobby to go to the office, the clerk of the distance back to the friendly greeting me by name and my office: “Good morning Mrs. Emy … go to the bank …… yes, congratulations on duty ….”. Well, I was very surprise, this big hotel can not remember the name of his guest? If the name when the guest uses the phone from the room was okay, because they see the code and match the name of guest rooms. But they remember faces and names as well as guests with friendly institutions. Thus each time I leave or arrive to the hotel for a few days always get a friendly greeting.

Small things done by the clerk told me this big impact. Each charge to the city of Medan on the next time I have always stayed at this hotel, and every one asked the opinion of a good hotel in the city of Medan, I mentioned the name of this hotel. Incredible is not it?.

If you study theory or tips or tricks the service excellence, you will find that one important factor in providing excellent service to customers is the service friendly and sincere officers from front liner.
What can be learned from the concierge service above is:

1. Friendliness and sincerity
Friendliness is not only measured by its width smile and warm greeting but more important is the sincerity and a sense of trying to help. The sweet lady front office staff had greeted me at the time the first time also had time to ask: “Excuse me, are mothers we’d stayed at this hotel?”, I’ve never even say this is my first visit in this city. While serving the requirements of checking in the clerk says: “Oh, welcome to the city of Medan Mother. Hopefully the mother at ease and happy to live in this town. If there is any information you need to know everything about this city, where to eat or buy souvenirs, please contact us, “she said warmly.

2. First impressions are good
Services or service is a service sales transaction in which the time of sale in which the services purchased are consumed at the same time, so the first impression is something very important. If you already took out the words less polite to a guest so that very moment the words are received, entered in the minds of visitors, and forming a negative opinion about your services and even your company. Even then your apology is rather difficult to simply forget. I am here as guests get a first impression that was impressive.

3. Appreciation to customers
There are various forms of service excellence award, one of which is the customer’s name when communicating. An article about the service I have ever read tells the story of a hotel guest who was also very impressed with the services of a hotel. The guest was visiting for the second time in the same hotel eight months later. On the second visit he was greeted by a receptionist with the officer’s name and once asked if his son were eventually accepted the desired university. Because on the first visit short and had no communication was telling guests are waiting for the announcement of new admissions to her first child.

Are you not going to feel “seen and appreciated” as a customer if treated like this? Greetings using the name and some information you know about customers, please use and feel the impact.

4. Promotion of “word of mouth” from satisfied customers
As I mentioned above, then I am without pay has been advertise the hotel to many people. They do not know who I am, I am a builder service excellence at a large bank, and how much time I gave an example of this in front of the class to say with 30 participants, then the 30 people who heard about the hotel. If the mouth 30 participants from different branches are telling everyone in the branch office of origin, what is the multiplication of this news spread from mouth to mouth?.

Increase your services since the first gate in the front office staff: receptionist, call center, customer service center, hot line service, or any name. With excellent service then your customers will be satisfied and feel at home is always in touch with your company.

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