The solution is communication…  communication between associates and to the guest.  Here is how the ultimate arrival experience takes place:

A guest pulls up to the hotel and is immediately greeted by the valet attendant.The valet attendant welcomes the guest to the hotel and offers luggage assistance.  The valet attendant does the normal tasks such as filling out a luggage ticket and asking the guest his/her name.  The valet attendant loads up all of the luggage onto a bell cart and escorts the guest to the front entrance of the hotel.  The valet attendant is then ready to hand off the guest to the waiting bellman.

Here is where the first important communication is required.  The valet attendant should introduce the guest to the bellman and the bellman to the guest by saying something like “Mr. Smith, this is John.  He is going to assist you with the check in and then escort you up to your room”.  We also recommend that the valet attendant discretely hands the bellman a small card with the guest’s name on it.  Hopefully, the valet attendant got the guest name when the guest first pulled up.

Now the bellman can escort the guest to the front desk to check in.  Again, here is where communication is key.  The bellman should introduce the guest to the GSA and the GSA to the guest by saying something like “Hello Lisa, this is Mr. Smith.  He has a reservation for this evening.”  Again, the bellman can refer to the card the valet attendant gave him if the name is difficult.  Lisa can then handle the check in while the bellman waits off to the side.  Once the guest is checked in, the bellman is ready to escort the guest to the room.  The bellman can escort the guest to the room, tell the guest about the hotel’s amenities, and thank him/her for staying at the hotel. 

Among the highlights of the ultimate arrival experience:

• The valet attendant, the bellman, and the GSA all used the guest’s name twice for a total of six times before the guest even gets to the room.  The guest will immediately feel expected, respected and like a VIP.
• The guest only had to tell one associate his/her name.  This will truly make the guest feel valued as a repeat guest.
• The guest will actually be introduced to the associates and see how they are working together to take care of him/her.  The guest will automatically know that if anything else is needed, he/she already met two or three associates that will take care of his/her needs immediately.

Now, compare that arrival experience to what our mystery shoppers experience most of the time.  The guest arrives at the hotel and is greeted by the valet attendant.  The valet attendant asks the guest for his/her name but does not use it.  The valet attendant calls the bellman to bring a bell cart.  The guest waits for the bellman.  The valet attendant does not introduce the bellman to the guest or tell the bellman the guest’s name.  The guest goes on his own to check in completely unsure of what is happening with his luggage.  The guest has to introduce himself again to the GSA.  The GSA checks him in and tells him how to get to the room.  The guest waits for the bellman to show up with the luggage and escort him to the room.

The way that most hotels operate valet parking and bell services, it is more of a hassle than a benefit.  It takes longer and is frustrating to have to keep explaining what you need to three different associates who do not communicate.  With this ultimate arrival experience, your arrival scores will soar.

Don’t forget; stay flexible to account for different business levels.  Here are a few more tips:

• If your hotel does not outsource valet parking, consider having the valet attendant handle the bell services as well.  Then a guest only has to work with one associate. 
• Make sure all three departments are also sharing information such as arrival lists and VIP lists.  It sounds like a no brainer but often the valet or bell team are completely out of the loop. 
• Find a solution for how the tips are handled.  Often tips get in the way of providing good service.  Valet attendants don’t want to do much work upon arrival because they will not get a tip.  Upon departure, bellman and valet attendants both hang around waiting for a tip.  It is very tacky.
• Avoid any duplication of duties.  If a bellman is escorting a guest to a room, the GSA should not mention the amenities at check in or tell the guest how to get to the room.  The bellman will have plenty of time during the elevator ride and walk down the hallway to explain everything.
• If you really want to go all out, have a PMS terminal for the bellman to use and allow them to check in their guest and completely skip the front desk all together.  Now that is the ultimate arrival experience!

Here are some tips for providing five diamond service that does not cost much:

1. Teach all of your associates the phrase ‘my pleasure’:  When a guest says ‘thank you’, associates at top properties always respond with ‘it is my pleasure’.  Other properties respond with ‘you’re welcome’ or ‘no problem’.
2. Every associate must be guest focused instead of task focused:  At a three diamond hotel, a housekeeper held up the elevator that I was in to wait for her friend so they could go to lunch together.  The next day at a five diamond, an engineer who happened to be walking near an elevator saw me walking down the hallway and automatically pressed the elevator button.  The engineer was aware of my need as a guest.  The housekeeper was only aware of her own need for a lunch break.
3. The guest’s name must be used by every associate that serves him/her:  At a five diamond hotel, every person from the Bellman, to the Guest Service Agent, to the Restaurant Server knows the guest’s name and uses it.  The valet attendant asks the guest for the name and then introduces the guest by name to the bellman who then introduces the guest by name to the guest service agent.  The PBX operators see the name displayed on the telephone.  The restaurant servers and bartenders see the name on the room charge or credit card receipt.
4. Have your associates also use their own name:  At top hotels, the associates always introduce themselves by saying ‘my name is John and I will be serving you this evening’.  This works especially well for bellmen, servers, bartenders, and in room dining associates.
5. Learn how to fully anticipate guest needs:  Anticipating a guest’s needs requires experience.  Log and track all of your guests’ requests in all areas of the hotel.  Begin to provide the most common requests automatically to the guests so they do not need to ask anymore.  For example, if cotton swabs are frequently asked for in your hotel, consider placing them automatically in each room.  Also consider having other not as frequently requested items on hand just in case.
6. Be aware of the guest:  Train your associates to make eye contact and greet each guest as they pass.  At five diamond hotels, each associate that you pass will greet you and notice you.  This helps when you are trying to stop an associate for help and also makes guests feel important.  At most other hotels, the associates seem to try their best to avoid you.
7. Walk with the guest:  When a guest asks for directions, make sure that your associates are trained to take the guests as far as possible.  At five diamond hotels, associates, unless they are tending to an outlet, will fully escort guests to their desired locations to make sure they do not get lost.  At other hotels, associates usually just give directions and point.

With these points of service in place at your hotel, it will be tough to distinguish between the service of your hotel and the service of a hotel with a five diamond award.  The good thing about these simple service tips is that they only take some training to and dedication from your associates.  Very little extra costs would be involved.  In addition, you will build the perceived value of your hotel through the improved service.We, as mystery shoppers, would also enjoy our stays much more!