Golf Traveller’s Post

Shola explores the expanding world of the concierge, receptionist and front of house in this informative article

The Stamford, CT Marriott Hotels has been cited for ADA violations. The hotel must make changes to ensure the property is accessible to people with disabilities. ♿ They must make a suite accessible ♿ Add 14 rooms that are accessible for those who are deaf or hard of hearing ♿ Accessible dining spaces in their lobby restaurant ♿ Modify restrooms to ensure compliance with the ADA #AccessibilityMatters #DisabilityInclusion #HumanResources ID: An image of the Marriott hotel in Stamford, CT taken from the article.

Reflections on a sales experience I had on my vacation last week. I visited a beautifully unique venue. Charming, full of character and very well maintained. The architecture and grounds were stunning, evoking a sense of history and warmth. Upon entering the office, though, I was greeted by a confused front desk person who passed me off to another employee. Her demeanor was flat despite my interest. She seemed unenthusiastic and disengaged. Throughout our 20-minute conversation, she asked me only three questions. Only three. The lack of curiosity was disheartening. It left me feeling unimportant and unwelcome. But more than that it truly devalued this gorgeous venue. If this person who spends every day here doesn't really care about it -- then why should I? The place lost it's glow. It was a stark reminder of the importance of front-line staff -- and that PLACES are only alive when the people within them make them so. No matter how incredible the venue, people are the lifeblood. Every interaction counts. Training matters. Hospitality matters. How do you keep your front of house people excited? What's your training process like? #CustomerService #GuestExperience #Hospitality #VacationReflections #VenueManagement

SERVICE Culture Standards (S) • SMILE Employees will actively greet guests, SMILE, and speak clearly in a friendly manner. (E) • EYE Employees will make EYE contact, even in passing, with an acknowledgement. (R) • RECOGNITION All staff will create a sense of RECOGNITION by using the guest's name, when known, in a natural and discreet manner. (V) • VOICE Staff will speak to guests in an attentive, natural and courteous manner, avoiding pretension and in a clear VOICE. (I) • INFORMED All guest contact staff will be well INFORMED about their hotel, their product, will take ownership of simple requests, and not refer guests elsewhere. (C) • CLEAN Staff will always appear CLEAN, crisp, well groomed and well fitted (E) • EVERYONE EVERYONE, everywhere, all the time show their care to our guests.

In hospitality, a clean toilet may seem like a small thing, but it speaks volumes about the quality of the entire experience. Similarly, in our careers, it’s often the attention to small details—whether in communication, organization, or follow-through—that shapes how others perceive our work. When we focus on these “basics,” we build trust, credibility, and a reputation for excellence. Just as a clean space in a hotel reflects care and commitment, our dedication to details in our professional lives shows that we take pride in what we do. Let’s aim for excellence in every detail, big or small, and make a lasting impression in our careers. #ProfessionalExcellence #AttentionToDetail #CareerGrowth #BuildingTrust #AvinashChate

Few influences, some connections, lot of meetings, different people, so many emotions and so much of life. It is not easy that the person we met yesterday does not remember our name anymore I met a front office manager of a hotel who writes his name on the guest welcome card with a smile emoji, wants him to be remembered along with hotel stay. Take the good things, have a smile and leave the signature wherever we go #Personalbranding #Smile #Signature

If you are Hospitality professional you should develop positive and welcoming attitude

When I’m at work at our hotel The Tamarillo I do not hesitate to grab a broom to sweep or quickly clean tables with leftovers. My team sometimes asks, “Sir, why do you handle this yourself? Let us take care of it.” Some even say, “You’re the owner; you’re not supposed to do this.” But here’s my belief: when we are fortunate and blessed to be in a position where people work for us or our business, it’s important to contribute through small acts of empathy to make their lives easier. Also , these gestures help convey that my priority is the guest experience. By setting this example, I’ve witnessed a positive shift—managers pick up the trash bin when needed, and housekeeping steps in to handle guest requests in the absence of a manager. It’s about building a culture where everyone focuses on delivering the best guest experience, beyond their titles. #DoEverything #ConveyWithEmpathy #EnjoyTheChange