The questions below are intended to be used in a staff meeting environment to foster conversation about service improvement.
What does it really mean to be a bellman? How should a bellman create a culture of hospitality in his hotel?
Quality hotels are missing a huge opportunity to build customer loyalty, increase business, and create alignment with their brand by overlooking the importance of the bell stand. The Bellman Handbook outlines how the bell stand can hurt or help the hotel’s bottom line. It is written from the point of view of a professional bellman with international five-star hotel experience and vocational training in hospitality. It is intended to be a training guide for new or underperforming bellmen in quality hotels. The 23 page illustrated Bellman Handbook is supported by a manager’s training guide (in a looseleaf notebook) offering 12 lessons that could easily be covered in a twelve week period with an individual or on a monthly basis for an entire staff.
"Thank you so much for the Bellman's Handbook you sent! I didn't know that I could get so excited about such a booklet, but it is packed with very good information.
Did you send this book exclusively to me? Wouldn't something like this be great for all member B & B's? I thought I was doing a top-notch job, but I'm finding many ways to improve.
Because so many hotels look alike and are indistinguishable, it is important to create a unique memory in the mind of the guest. One way to do this is to respectfully keep the guest laughing as you talk with them. Use a nice way, but say something that is unexpected. For example, when you point out things in the hotel and they have children who, of course, love to swim. You might say, “Oh we have a beautiful pool for the kids! But, oh no! The pool is closed today and tomorrow.” Once you see the reaction on the kids’ faces, you wait a few seconds and say, “I’m just kidding. Our pool is open from __am to __ pm. We have everything you could want!” This is how you start building a relationship with the customer.