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Case Study – Altair Motel (Cooma, NSW)
Hospitality businesses are built on two major principles: offer great product and give great service. Problem is, many business owners fail to take the time to chart out what specifically they want their service to look and feel like or invest the funds to create a solid service program.
When things start to go off track, sales slump, and Yelp reviews get increasingly worse, that’s often when people at the top begin to wonder what they need to do. When things are going wrong with a business, many hope they can find a quick fix to a bigger operational problem.
It doesn’t matter if you are about to open a hospitality business or have been up and running for years, designing a UNIQUE SERVICE POINT can definitely speed up the process and make a positive impact on your bottom line.
Altair Motel (Cooma, NSW) has got it all right from the beginning – having the top reviews on web in the town, would not have come easy for them; that’s what I thought, when I booked a family suite, for overnight stopover. I was expecting cleanliness due to its top reviews; but in addition to the top offer, exceptional attention to detail, for customer service, was something which blew me away. Extremely tired, with two little kids we checked in, past 8:30PM; only to wake up early morning, with a sign on windscreen of my 4 wheel drive “Courtesy Windscreen Cleaning, by Altair Motel”.
That latterly won my heart, as motel was from one of the most perfect one’s, among I stayed – it was clean, deodorised, offering full comfort at all levels and then this little touch of customer service, was hard to match. As much as I just said “Little Touch”, it actually wasn’t “little”, as the cleaning of bugs on screen was a task on my mind all night. We all know what bugs do to screen, during country travel – don’t we?
Long story short, Altair Motel truly deserve the top reviews – it simply shows how committed they are, to ensure they lead the industry.
The case study of Altair Motel shows that beyond a shot in the arm from an inspiring workshop or coaching session, business owners and managers need to take a long-term commitment to working hard on daily maintenance of hospitality principles with their staff.
Here are the top 8 things hospitality leaders can consider when wanting to improve their customer service and hospitality programs.
1. Get clear on what great service looks like for your business and then implement it
2. Give your team the tools that they need
3. Great Service Doesn’t Happen Overnight. There are no fast fixes – you got to work for it
4. Practice Service Every Day.
5. Hire people with a heart for hospitality
6. Give great service to your staff, so your staff can give great service to your guests
7. Reward your team for great performance. Create an employee rewards program.
8. Get Inspired. Share your inspiration.
About the Author:
Adeel MOMIN is an experience business consultant with CBC Business Sales (a project of Corporate Business Consultancy) and has over 22 years of experience in retail, marketing and business. He is very well known and respected in the industry, for delivering high class results and holds multiple master degrees (MBA + MIS – UNSW, NSW).
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