When I stay at hotels or timeshare resorts, I usually spend time, chatting with people who are at the customer interface – especially those in front office, guest relations and room service. These are people who anticipate your every need – answering calls, delivering meals, cleaning rooms, carrying your bags, and helping make your stay comfortable.
According to human resource consultants, the people factor rates very high in the hospitality business. What will make your guests happy in the resort depends on the quality of attention your people can provide and the level of service they can deliver. So we need to be careful and ensure standards that will make our guests, comfortable and satisfied.
Read the complete interview with Mr B.S. Rathor on the AIRDA website
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