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It’s not right, but it’s OK: Take you out of it
The situation at JetBlue really got me thinking. If you aren’t familiar with the story read here.
When I first heard the story, immediately my heart went out to the passengers on that flight, I mean, it doesn’t get any more inconvenient than that.
As the story developed, I actually began to empathize with Steven Slater (although, I would NEVER encourage that type of behavior, under any circumstance).
I want to talk to you about dealing with rude guests. The first thing you must understand is that working in a “service industry” puts us in a vulnerable situation. I mean sure, our sole purpose is to please the customer, ensure that their needs are met. That’s that, period!
What happens when you are disrespected or have reached your tipping point?
There have been times in my days as a hospitality agent, where I couldn’t get a simple, “thank you” out of a guest no matter how far I bended over backward to appease them. This training made me realize that it’s not right, but it’s OK. I say that because as service industry professionals it’s important to note that it’s never you, it’s usually them.
However, reacting in a negative way to their behavior will make it about you, when in fact, it should NEVER be about you, you are there to do a job.
I know that’s where JetBlue’s Steven Slater got it all wrong. He made the situation about him, when he was the one on the clock.
Excellent hospitality comes from within, you must “want” to serve in order for it to work. It must flow out of you, this is the shield that will protect you from exploding when you are being mistreated by a guest. I really need you to get this.
As the generations are becoming more and more privileged, our jobs are becoming a bit more challenging. Today’s society has a sense of entitlement and it’s only going to get worse. I’m encouraging all family travel service providers to have systems (codes of ethics) in place when their guest fly off the handle. It’s time for us to get our head out of the game and lead with our hearts. This, my friends is what separates the boys from the men.
Remember, when it comes to excellent hospitality, take YOU out of it and know it’s not right, but it’s OK. Serve and move on!
Save the lip service and be of service to the family traveler
I hear it time and time again, the word “sorry”. In fact, this ”sentimental” phrase seems to be an easy escape for those whose job it is to be of service. And if you work in the travel, tourism and hospitality industry, it’s your duty to be of service.
Lately, it seems that many staff have eluded to just apologizing when they are not willing to deliver what the guest wants.
Telling the guest that you just started working there, is NEVER acceptable, period. [That's another post.]
Sorry is never good enough. In fact, I teach my clients to get the words “sorry” and “unfortunately” out of their vocabulary. Use those words during your off time, but not when you are serving family travelers.
Think about it, if you have a mom who has rented a car and requested two booster seats and the only booster seats available are, well, less than impressive at $19. per day. Telling her that you are sorry doesn’t mean anything, nor does it lighten the situation. It’s best to keep your “sorry” to yourself and do what you can to get the booster seats cleaned or replaced. This is what the family traveler really wants.
When it comes to serving family travelers, smarter, it’s more about being of service in a BIG way…save your lip service because in the end, it doesn’t make a difference.
Peak travel is slowing down so stock up on those free teddy bears
Yes, you read that correctly. I want you to stock up on those teddy bears now.
I chose that phrase because I have experienced this scenerio, firsthand.
My husband and I treated our kids to a weekend getaway, which promised a themed room full of our kids’ favorite characters, a nightly tuck in by one of the characters and best of all, a stuffed bear of the character.
My kids were beyond excited!
When we checked in, everything seemed to go smoothly, until we stepped into our room only to find ONE stuffed bear. I quickly thought, ‘Hmmm, this must be a mistake. I’ll just call the concierge to remind them that there are two children here and not one.’ I did just that.
I was shocked to hear these words, “Oh, I apologize Mrs. Jackson, we are out of stock.”
‘Out of stock! Are you kidding me!’ I replied. I explained how unacceptable this was. When you advertise a program that promises a package deal [giveaways/freebies] you’d better be sure that everything is in place to ensure that this happens.
After counting to 10, taking three deep breaths and providing a little coaching to the general manager of the hotel, they found a way to get that other stuffed animal to my child and promised that this would not happen again.
So you see, now is an excellent time for you and your team to discuss what programs you have coming up that involve some type of giveaway and take inventory. Things are slowing down, families are gearing up for back to school and now is the time to evaluate what you will need for the next wave.
Thinking ahead and being prepared is the best way to come out a winner among the family traveler.
The risk is in fully relying on the training manual
I highly recommend a college education.
However, I know for sure, that my true experience as a journalist and now a thriving business woman has stemmed from my “real world” experience. This thought leads me to today’s post.
As a part of my hospitality training programs, I always leave my students with a nice manual that captures the essence of everything that I have shared with them about how to serve family travelers, smarter. I consider it a good gesture, a way to make it “official” if you will.
My technique is to share with the hospitality team the importance of every word and how when in doubt, look it up and be in the know.
After experiencing heartfelt appreciation for having penned two or three days of information for them, I have them sign off on a pledge stating that they WILL NOT rely on this manual to improve their guest relations, instead, that they will get OUT THERE in the REAL WORLD and treat family travelers with kindness, day in day out. And that they understand the experience expressed in this manual is only based on proven market research facts and should not be relied on or used as a crutch. Tried and true hospitality stems from the heart, not in this manual.
Surprisingly, the staff is taken back each time. Just when silence can seem so loud, it’s then that they realize that changing the way families travel, forever, begins with them and no one else. Does your team know this?
Do they know that it’s only by getting out there and actually DOING the work that they gain sharper insight and skills in how to treat guests no matter what form of travel they are in. While I highly recommend having an education in the world of hospitality, I like to leave my students knowing that they ARE the change that I want to see for family travel. It gets them every time!
It’s all in how you show up that really counts
Have you ever heard that first impressions are lasting impressions or that you only get 30 seconds to make a good first impression?
I’ve heard of them both, and I stand behind their truth 100%. I think these cliches hold especially true for new guests at your resort, hotel, restaraunt or airline.
When was the last time you discussed with your team about making a good first impression? It has probably been a while.
I don’t want you to get stuck here. Let’s downsize for a minute. I know for many of you, your mind naturally flows to the budget. You must know by now that I’m all about using what you already have to make a difference. In some cases, if there are resources involved, I’ll make it work in your favor.
Making a good first impression can be as little as rolling out a red carpet when you know that the family is arriving at the hotel to celebrate a birthday or an anniversary. Why not have a random drawing for a family to board the plane first, after first class passengers, of course, and make a big deal about it over the intercom system. You can take it even a step further by having light refreshments waiting for them at their seats.
There are so many ways to make a good first impression for your brand.
Here are three reasons why making a good first impression is paramount to the success of your brand among the family traveler:
1. No one else in the travel industry is really going all out to impress their customers/guests.
2. You get a whole 30 seconds to make a good first impression, but it only takes about 10 seconds to get the job done.
3. Making a good first impression is totally in your control, a brand should NEVER waste this power.
When it comes to excellent customer service and making a lasting good impression, it’s important that you and your team be proactive about it. As I mentioned in point #3, this is fully in your control, unlike the power going out at the hotel or the flight being delayed. Take the time to wow the customer from the start. This strategy is an excellent way to help them forget other mishaps that may happen along the way. Not to say that it’s OK to screw up once you woo them, then again, you already knew that.
Focus your efforts on service and packages, not points
I was just reading in the trades where many hotels, especially boutique hotels, are vamping up their rewards points programs to increase sales this summer travel season. Hmm, who said this would work?
What I know for sure is that travelers, especially family travelers, are seeking value and excellent service this season and forevermore. This strategy is especially off because not many family travelers are taking the time to track down how many points they have and whether it will determine what hotel or resort they choose. This method usually works best with airlines. I mean, who wouldn’t pass up a free round trip flight?
If your property is looking to increase its occupancy this summer, talk to your team about being of service and start thinking of ways to offer that service in a way that stands out from the rest. Tell your marketing department about what you’ve come up with so that they can promote the idea to get guests through the door. And then DO IT, CONSISTENTLY!
If you want to see your sales increase among family travelers, it’s time to stop thinking “corporate” and start thinking like parents. Ask yourself, “what would I expect from a resort or hotel while vacationing with my children?”
Family Travel Suite Celebrates One Year of Informing Families and Shaking Up the Travel Industry
Well HELLO There!
I am pleased to announce that Family Travel Suite has reached a very BIG milestone. We’re turning one year old this month! Wooo hoo!
Thanks to my loyal readers, we’ve informed and entertained over 8,000 of you family travelers.
As you may or may not know, the original intent of this blog is to keep the travel industry on its toes when it comes to the way families are being served when they travel. In fact, that’s what my company, Republic Media International is all about, consulting and educating the travel industry on how to serve the family traveler, smarter.
Well, several of my clients and peers have spoken. They want to read more about how to serve family travelers, smarter, and less about what’s going on in the news. Bummer.
I’m all for change, and now is a good time to make that switch. In the next few weeks, you will begin to notice a new look and feel at Family Travel Suite. I’m going to speak more to the travel industry to ensure that they truly “get it” when it comes to what you families want. I hope you don’t mind.
I encourage you to stay tuned and chime in if I miss something in representing you, the family traveler. Let your voice be heard.
Happy Birthday Family Travel Suite!
I love and appreciate you guys for all of your support.
The essentials for your travel first aid kit revealed
Today’s post caught me off guard. I’ve never thought about preparing a first aid kit for travel. I mean, sure if I’m going on a cruise, I’ll take some Dramamine, or if we’re visiting another country, I’ll be sure everyone got their shots. But to pack allergy medicine, didn’t cross my mind. If you’re like me, then I’m glad to bring this information to you.
Author and mom blogger, Lisa Shusterman from “Around the World in Easy Ways,” shares with us the things we should consider packing in our first aid kit as we embark on travel season with the kids.
Around the World in Easy Ways Blog | Lisa Shusterman
Every traveler knows you shouldn’t leave home without it. No, I’m not talking about your American Express card; I’m talking about a first aid kit.
While most people will have access to supplies somewhere along the way, the reality is, when you want what you want when you want it, it’s just best to have it with you rather than depend on finding it. Obviously you can’t carry an entire pharmacy in your bag, so what should you carry?
(READ MORE)
Mom blogger reveals this season’s ‘must haves’ for travel
I’ve said it before, and I’ll say it again, we’re at the peak of family travel season!
I hope many of you have locked in your summer plans and are taking advantage of all the good deals out there in the marketplace. To help you on your journey with the little ones, momsfavoritestuff.com shares what’s hot for summer travel with your kids. N’joy!
Planning your family vacation? Travel deals come in all sizes this summer
Wooo hooo! This is so exciting!
Families, we have a plethora of deals and trips to choose from. Many hotels have started “Kids Stay Free” campaigns and it’s looking very enticing on my end.
If you are in the midst of booking your family vacation, be sure to outline all of the perks that are important to you and your family. For me, it’s AMAZING guest relations and never ending amenities. Today’s article will help you get your thinking caps on for planning your summer getaway.
The Today Show via MSNBC.com
Planning your summer trips advance will help get you the best deals — of which there are boundless choices for families this summer. Whether you are looking for the educational excursion, a beach pampering, or a city exploration, there is something for every family. And one very important thing to keep in mind when searching for the best deal is that you want to look at the overall value package — which means that finding the best deal isn’t necessarily just about finding the “cheapest room rate,” but rather finding the packages that give you the most for your money, where you will not be nickle-and-dimed for every subsequent thing you do on your vacation apart from sleep.
Here are some of Conde Nast Traveler’s favorite family summer deals that will give you the biggest bang for your buck:
1. Look to your favorite hotel chains for company-wide deals
One of the best ways to find deals for the summer is to consult your favorite hotel chains to see what company-wide deals they may be offering. This can give you the opportunity to visit any of their properties around the world for significant discounts. (READ MORE)
