酒店和“剧场”，你会选择哪种演出？
Eddy 2013年10月14日
最近我在面试招聘一个前厅职位，我发现我和一位申请者进行了一次尤其有趣的谈话。我们重温了这个行业的基本要素，因为作为一名学生，他的工作经验非常有限。在我们谈话的过程中，以舞台演出来阐述酒店工作前线职位成为谈论这个职位的最佳方式。
你是否听过我们行业和演艺行业之间的典型类比？我们的公共区域就是我们演出的舞台，我们都是演员。由于我们在所有的顾客面前的可见度如此之高，这就要求我们衣着得体，形象良好以及有规范正确的行为举止。这就是我们在面试中详细谈到的，并突出强调了我们不能因为一些糟糕因素的影响而降低服务质量，就像艺术家们在舞台（剧场、歌剧院、音乐会 …）演出一样，无论出现什么情况，演出都必须照常进行下去。
因此，为什么我们还经常看见一些同事的表现就像没有人可以看见他们一样？是他们自己忘记了还是没有经历过足够的训练？工作团队可以看到他们，顾客也可以看到他们。这就意味着我们要作秀吗？进行演出并不意味着一定要作秀，但是有表演的成分。在剧场，你要融入你的角色。在歌剧院，你不能只把注意力集中在你的唱功上而忽视情感的传达。因此在酒店工作，我相信真实的、发自内心的真诚可能就是我们和客户接触的最好的名片。下面这点更是如此：我常常对我的工作团队强调对顾客只讲真相，因为旅客们了解的信息都比以前更多了（Lovelock & Wirtz, 2010; McCarthy, Stock & Verma, 2010），那说谎话还有什么意义？
也许这是我老生常谈了，但真相总会带来好处，谎言是不会带来好的结局的。既然你笑我思想太老套，我就讲一个典型的例子来支持我的观点！就在几周前，我们的客户关系部门用了一个非常常见的谎言 — 很多（非常非常多）酒店在顾客登记时都会用的：他们说顾客预定的那个房间“因故障不能使用”（常见的也有“下水道问题”、“电路故障”等等。不要跟我说你从来没对客户说过这样的谎言）。然后这位顾客正好看到另一位顾客从这个房间里出来了 … 谎言常常让你搬起石头砸自己的脚！关键是什么？当然，也很难跟满腹怨言的客户解释说她不能住她预定的那个房间是因为同事犯了一个错误致使另一位顾客和她重复预定了！她无论如何都不会想听的。
然而，想象她对酒店团队的信任度会降低多少？经历几次减分事情之后，客户对酒店的信任就会被彻底摧毁。并且她这次过来入住正是给我们一个弥补的机会（在上次几个月前的抱怨之后）。这是培训生才会犯的低级错误。然后我要怎样做才能挽回这位客户？我写了一封简短的邮件，发自内心直接陈述，最终达到了我的期望效果。这位同事并没有真正领会到她的这个谎言是我诚心忏悔的原因 - 然而无论如何 - 谎言就是谎言。在我们的顾客面前上演这样可疑的闹剧不会有什么好处。在一个良好的展示的过程中展现出你真实的部分才能与客户建立真正的联系。
现在，回到每日运营问题。许多酒店经营者都没有意识到“示范领导”的含义。管理者们在团队中也相当于在舞台上。我们的工作都建立在其他人扮演好各自角色的基础上。任何一个人的角色扮演出现偏差都会对整个团队的工作造成损失。事实上酒店工作是在不同的情境中进行的：在舞台上，在和顾客打交道的过程中，也在后方运营中。一个人松懈，其他人承担后果。所以让我们都扮演好我们自己的角色吧！让我们一起展示出一个好的演出，我们的顾客为其买单，不是吗？你认为他们来酒店就只是要求住宿和舒适的沐浴吗？想想情绪、个人品牌、文化和对当地风俗习惯的把握这些因素是如何影响你扮演自己的角色的？继续，再仔细想想。
所以，你会选择哪种演出？
Eddy
参考资料：
Lovelock, C. H. & Wirtz, J. (2010). Services Marketing. Upper Saddle River, NJ.: Prentice Hall.
McCarthy, L., Stock, D.& Verma, R. (2010). How Travelers Use Online and Social Media Channels to Make Hotel-Choice Decisions. Ithaca, NY. Accessed through:
http://www.hotelschool.cornell.edu/chr/pdf/showpdf/chr/research/socialmediaverma.pdf: Centre for Hospitality Research – Cornell.
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Hotels and the ‘Theatre’, What Kind of Show is Yours?
by Eddy 14 October 2013
I was recently holding an interview for a Front Office role and found myself in an interesting discussion with one applicant in particular. We were going over the basics of our industry since, being a student, he had very limited experience. As we were talking, the concept of being on stage came up as the best way to illustrate front line roles.
Have you ever heard the typical analogy between our industry and show business? Our public areas are a stage where we perform; we are all actors. Such high visibility among all our customers demands appropriate uniform being worn, high grooming standards, good posture and correct behavior. So this is what we were going over in the interview, highlighting that we cannot have such thing as a ‘bad day’ just as artists going on stage (theatre, opera, concert …) cannot either; their show must go on.
So why is it that we often witness colleagues who behave like nobody can see them? Is this them being oblivious or not being trained adequately? The team sees them, customers see them too. Does it mean that we should be acting? Putting up a show doesn’t necessarily mean acting, but playing a part. In theatre, you have to slip into your character’s shoes (and skin). In Opera, you cannot because you’d rather focus on your singing technique. So in hospitality, I believe that being real, genuine, is probably our best card if we want to touch our customers. I would emphasize this even more so, now that travelers are more informed than ever before (Lovelock & Wirtz, 2010; McCarthy, Stock & Verma, 2010). I always insist with my team to just speak the truth; what is the point in telling a lie?
Maybe this is my old fashioned upbringing, but truth always delivers good; there is no happy ending with lies. And as you’re smiling and thinking I am getting too old, I have a typical example to prove my point! HA! Just a few weeks ago, our Guest Relations used a very common lie that (too) many hotels use for booking out. They said that the room the guest wanted was ‘out of service’ (the usual “flooded”, “electrical fault” etc. don’t tell me you never used it). Then the customer saw another customer coming out of this very room … lies always bite you back! What is the point? Of course, it was difficult to tell the complaining guest that she couldn’t have the room she wanted because of repeated errors of colleagues! She wouldn’t be interested in hearing it anyway.
Nevertheless, imagine how her trust in the hotel team was dented in the end? More than a few dents, it was a complete train smash. And she was coming back on this stay, just for us to make it up to her (after a previous complaint, months before). Silly mistake that I would qualify as a trainee’s mistake. How did I turn her around then? I wrote a simple email, straight talking from the heart, and it reached the desired goal. The colleague hasn’t really yet appreciated that her lie was behind my whole hand on heart confession, that – at the end of the day – a lie is a lie. Putting a dubious show in front of our customers doesn’t fly. Playing your real part in a good show builds relationships.
Now, back to every day operations, too many hoteliers don’t realize what ‘leading by example’ means. Managers are also on stage when it comes to their team. We are all dependent on each other playing their parts. Any deviation by one person, hurts the whole team. And this actually works at various levels: on stage, in customer-facing situations, and also in the back of operations. When one person slacks, others suffer. So let’s play our very own part, shall we? Let’s put on a good show, our customers pay for it, don’t they? Did you think they come only for a bed and a good shower? What about considering how emotions, internal branding, culture, local ‘flavours’ should influence how you play your role? Come on, think again.
So, what kind of show is yours?
Eddy
References:
Lovelock, C. H. & Wirtz, J. (2010). Services Marketing. Upper Saddle River, NJ.: Prentice Hall.
McCarthy, L., Stock, D.& Verma, R. (2010). How Travelers Use Online and Social Media Channels to Make Hotel-Choice Decisions. Ithaca, NY. Accessed through:
http://www.hotelschool.cornell.edu/chr/pdf/showpdf/chr/research/socialmediaverma.pdf: Centre for Hospitality Research – Cornell.
【原文引自】：http://www.gheac.com/thread-7494-1-1.html
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