The Driskill Exterior
Insieme breakfast II
In terms of preparation , The Driskill ensures that staff associates are well supported so that they can then provide their personal best to customers . For this , the hotel provides ‘ survival stations ’ with water , snacks , coffee , first aid kits , and other small pick me ups for staff . Bedford says it helps staff feel supported and gives them the tools needed to stay happy motivated , and moving during these high volume times .
Communication is also an essential aspect of exceptional customers service and as The Driskill knows , communication between departments , as well as to customers , needs to be increased during busy times . “ We use various software programs to increase our connectivity to one another - and consequently our efficiency - which leaves more time and energy to be devoted to showing excellent hospitality to our guests ,” says Bedford . The Driskill also goes one step further , “ reaching out to guests ahead of their arrival to let them know what to expect and ask if we can assist with the arrival experience goes a long way with guests ”. Something as small as an email could potentially reduce the strain on staff and help customers feel more welcomed before even arriving in a hotel .
The third aspect to dealing with high capacity falls to the staff . Bedford says teamwork is essential but needs to be fostered by managers before busy times . “ During high volume times , it is all hands on deck . That means Sales , Events , and all other support departments making themselves present in the lobby and public spaces to assist guests ”. Managers are also expected to step up and help out to ensure “ from the top down , we are working together to ensure great service . You will find managers / directors / etc . on the floor / public spaces to ensure that excellent service is provided at every turn .
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