January 2017 Round Table recap: Customer Service
Debbie Hartley of Homewood Suites led the discussion today regarding customer service and the customer experience. In the 17 years Debbie has worked at Homewood, they have received National recognition multiple times for their customer service.
She stated that one of the biggest assets they posses when attracting repeat customers is their Honors program. The Honors program is an efficient tool for helping their customers feel comfortable during their stay and adds an incentive to become a member of the program. Customers receive points every time they visit that go towards free night stays and other amenities.
To create employee buy in, and also empowering the staff, Homewood Suites has daily huddles to make sure everyone is on the same page and are invested in making customers happy. They also have implemented a digital log to give real time updates and info to be shared within the hotel that all employees have access to. Debbie stated that when looking for a new employee, one must undergo a three-step interview process to ensure that the candidate is customer focused and has a warm and friendly personality. Debbie said that the happier the staff is, the happier the customers will be.
Debbie also stated that guests/customers loved to be recognized! Homewood’s internal mission statement is OPOG which means, “outrageously pleasing our guests”. Whether it be simply greeting them by name when they return to the hotel, or offering games such as plinko for customers to receive points and prizes, celebrating the customer is a great way to ensure returning customers.