Home
Hotel News
BITAC® Events!
Food & Beverage Jan. 21, 2018 More Info 3 Supplier Spots Left
Building Your Hospitality Business
  Are you a member? Log In  or  Sign Up
Hotel Interactive®, Inc.
 
Share
Send a summary and link to this article
To Email
Your Name
Your Email
Bot Test
To pass the Bot Test, please type the white text that you see in the gray box. This helps us prevent spammers from abusing the system.
Print Printable Version

The Power of Thank You

The next time you have a good service experience say thank you! The effect can be magical.

Friday, August 17, 2012
Robert J Nyman
bookmark this
Bookmark to: Digg Bookmark to: Del.icio.us Bookmark to: Facebook
Bookmark to: Yahoo Bookmark to: Google Bookmark to: Twitter
We are on Twitter

Call me old fashioned or maybe even fashionable these days, but you can decide once you take the following into consideration. Business is tough enough without making waves, or so I am told, but when did saying ‘Thank You’ become so difficult for us to realize the most basic of common courtesies? I know each day in the restaurants and hotels we visit, I continue to be amazed at the amount of different types of people I interface with and how I am greeted, spoken to (or not) and what happens when I initiate a conversation with them. I know we are all busy and caught up with our own life and issues - but there is no excuse for not being personable or polite, as we in the ‘Hospitality Industry.’ When did Please, Thank You and Your Welcome go out of style or leave our daily vernacular? I have always believed a smile and simple polite greeting go a long way in our world and can make the difference.

Recently, I needed to make an airline reservation using a certificate I had, that could not be used or booked online, which in today’s digital age many of us utilize. So I called the reservation number and waited in the cue for an agent to answer my call. The agent introduced herself as Judy and referred to me by Mr. Nyman, I then asked her to please call me Robert, which she then ‘thanked me for’ and continued to address me by my first name. We finalized all of my reservation needs, then Judy thanked me for my business and then I thanked her for assisting me. Before we both said goodbye, she asked if she could tell me something, she stated I was one of the few customers who took their time to say thank you in return!

It got me thinking; something I have always done and we continually train our clients’ staff to do is to thank the guest, but now I realize that is only half of the equation. When do we as restaurant and hotel guests thank the people who are taking care of us for the work they do, especially when they go out of their way to be helpful, polite or as some say the ‘extra mile?’

My challenge is to change the persona of the Hospitality Industry and our guests/customers and make it a two way street, or should I say make it into a full equation. Just like we didn’t say the phase ‘you know’ as an answer or comment when we were speaking to someone, until just a few years ago, maybe the words Please, Thank You and Your Welcome could become as prevalent in our business again as most of us were raised to say them.

In every pre-shift meeting you have with your staff, instead of just talking to the team, maybe use please to preface a request and when a staff member offers a comment, say thank you and maybe they will even start to say you’re welcome - if you start the ball rolling. If you’re in a hotel and walking the guest room hallways, and see a housekeeper or maintenance person, a quick greeting and thank you, will most likely make their day, as they are one of the areas of the hotel that guests seem typically not to verbally acknowledge or get a simple greeting. When you have your management or executive team assembled, make it a ‘brand standard’ to address each other with please versus just talking at one another and then a sincere thank you at the end of each conversation. At the end of a shift or if a person is leaving for the day, rather than just say goodbye, go around and personally thank each team member and maybe they will do the same for their fellow workers or better yet for your guests!

This might all sound corny to some of you, but remember, we are trying to change the perception and attitude for each and every person who dines in your restaurants, stays in your hotels, uses or buys your products but it will take some time, and if we learn to address each other first with common courtesy, it will become contagious. Or just call me old fashioned and call it a day.


Credit
Robert Nyman    Robert J Nyman
President
Nyman Group

Bio: As President of The Nyman Group, Robert J. Nyman steers the company along its course with agility and experience. He began his career in a family-owned liquor store and delicatessen, but really began to “cut his teeth” in the industry with Restaurant Associates, where he served as Director of Operations in the airport division, a position which he held for six ...
more
Feedback Messaging & Feedback
We welcome your opinion! Log In to send feedback.
Already a member?
Login
Log In
Not yet registered?
Login
Sign Up
Need More Information?
Information
Benefits
 
  RSS Feed
RSS Feed
Policies
Contact Us
Mobile Version