Problem:
It can be very difficult for your staff to be knowledgeable about an expansive range of topics that may come up in guest interactions. Your staff’s innocent responses to innocent questions can dramatically affect the guest experience. For example, these interactions below are real things I have experienced either as a guest or an employee:
1) Guest: Where is Pictures at an Exhibition being held?
Concierge: What exhibition would you like to see?
2) Guest: I am trying to find my copy of David Copperfield.
Lost & Found Attendant: You just missed him, he performed here last month.
3) Guest: This place really reminds me of something designed by…I.M. Pei.
Desk Agent: Hi, Pei, I’m Arthur, sorry I didn’t catch who you said.
4) Guest: I’m in the business center and there is a Java script error.
Operator: Sorry, Sir, the Starbucks down the street has closed, but there is a Seattle’s Best two blocks from here.
Wish:
Wouldn’t it be nice if your staff could show how cultured, worldly, intelligent, respectful, and understanding they are in any situation involving a guest? Consider these answers in place of the ones above:
1) The concert featuring Mussorgsky’s famous composition is held at Carnegie Hall…
2) We just had a book turned in about one hour ago, let me check if it’s yours…
3) You’re right! The design firm actually based parts of the façade on the Fragrant Hill Hotel in Beijing…
4) You can disable Java scripts by clicking internet options, ‘Disable Java Script’, and the website should load fine after that…
Solution:
“You Gotta Know” features articles that highlight the most important things contestants should know when competing in the National Academic Quiz Tournaments. Questions range from famous works of art to architects to algorithmic language.
During those slow nights at the desk or between the lunch and dinner rushes, have your staff click through the different categories, and you will be amazed at how much they will pick up. Not only can this improve guest engagement from staff conversing intelligently about any topic, it is a great way to cultivate your staff into Renaissance women and men. If they don’t get smarter after a few weeks, at least they’ll look the part.
