QUESTIONNAIRE:ON WHAT SOME CUSTOMERS MAY THINK ABOUT YOUR STAFF

Note :This post is not ignoring the fact that some guests are very good and cheerful and good tippers but is highlighting the experiences  gathered from workers in this industry from different hotels and lodges .

I know it and am sure that not all guests think about staff as competent,educated and proffessional.Sue me now before you finish reading this sentence because i will tell you now.Yaa mmh no court order yet? ok. Guests parade in the restaurant and will tell you how good their maid is in making coffee or their sunnysideup omellet.One guest asked me if i went to school.She felt sorry for me because i had a spoiled future.She called her husband who was helping himself on the buffet table.Babe! comeon see this youngboy doing this job?what do you think......we can pay some secondary school right.At one look and i was a candidate of secondary school full paid scholarship courtesy of some well to do,well travelled,educated but childless couple.I was up for adoption thank GOD CNN and BBC were in syria and Iran covering war and elections respectively.The moment i told them i have a 3year Diploma in Hospitality Management they were shocked and all of sudden i was praised for the excellent service and was tipped bigtime.Assertiveness pays.My supervisor was asked if his paycheck is enough or he must go and be the House Manager with a salary doubled. This is one of the many stories i have heard from  hospitality staff.

Source; Angry customers -google

So unofficially i thought if i can structure questions in this order a hotel can surely know what guests think.I have planned to throw these questionnaire in all hospitality places in this city of Zomba.Will tell you the results...................watch the space.

Hospitality staff are never respected and are never perfect on what they are doing because they meet different people of different backgrounds..........................They think you are a destitute and this is the only job  you can afford on earth..Being awaiter ,barman ,housekeeper is a proffession not some mere housechores.

WHAT GUESTS THINK ABOUT HOTEL STAFF

uneducated

stupid

unintelligent

opportunists

tip animals

daft

destitutes

inconsiderate

unproffessional

impossible

poor souls

sexworkers

slow learners

unhyginic

rule breakers

fraudsters

partypoopers

less previledged



source;angry customer



QUESTIONNAIRE:

• What was your first impression of  our service staff
• Did staff address you with your name/title

•  Did staff wait for you to greet them or ask something
• Did you find what you were looking for?
•  If not, were we helpful in recommending how to find what you were looking for?
• . How can we make your experience here more valuable/meaningful to you?
•  Did you find our website helpful?
• If (when) you had a problem, were we responsive?
• . Were you able to easily get in touch with someone who could help you?
•  Was your “customer service” experience helpful? Or did we try to get you off the phone too quickly?
• . Have we made it easy to provide feedback?
• . When you gave us feedback, did we respond in a way that appreciated what you had to contribute?
• . Did we tell a good story?
• . Did your customer experience with us push an emotional button?
•  Did we engage with you? Or did we treat you like a number?
• . Were we responsive to your inquiry on the social web (Twitter, Blog, Facebook)?
• . Did you have to wait long on the phone when you called us?
• . Was our hotel/room/restaurant clean?
• . Were our staff organized?
• . Could you find what you were looking for?
• . And if no, did we give you an idea where you could find what you were looking for?
• . When you were in the restaurant/room/bar and you needed help, did someone help you with a smile?
•  When you needed help in the restaurant/room/bar, could you easily find someone to help you? Or were our employees not making eye contact?
•  Did we do what we said we were going to do?
• . Did we deliver when we said we would?
• . Are we giving you something to talk about?
• . Would a customer loyalty program mean anything to you?
• . How can we improve on our performance?
• . How can we improve on your customer experience?
•  If you are unhappy with us, what can we do to get you to come back?
• . If we apologized for poor service, was it sincere?
•  did someone apologize for poor service?
• . Was it easy for you to tell us you had a poor experience,or you were afraid of staff member to get fired
• . how can we better serve you in the future?
• .Was our uniform appealing to your eye and clean?
• .staff language appropriate? 
• will you come again?
• what else did our staff lack?

overall comment................................................................................................................................................................

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Diclaimer:

This post like any other post is my personal thought and shall be treated as my right to free speech