To mark customer service week we asked our 2014 LRS Star and customer service champion, Chelsea Weir, to pass on her ‘wise words of wisdom’…
How did you get to where you are?
I have been lucky enough to gain experience through a range of roles within hotels. From housekeeping to events and concierge roles to front office management, I have learnt the importance of team work and communication.
I have also managed diverse teams within these roles and learnt to handle varied customers. This management experience and has helped me to gain an understanding of people and adaptation for bespoke service of all types.
What do you love most about your job?
I love the culture Lexington has created. Everyone is lovely to be around, so friendly and helpful. It makes it easier to learn new things and challenge myself, with the support I get from the Lexington Team.
What’s the most important customer service related discovery you’ve made?
Always smile, take notes and listen carefully. Customers will be more appreciative if they can see the effort you are making.
Is it true that ‘the customer always right’?
It is true that the customer should be allowed to ‘think they’re always right.’ It can take some extra time and re-phrasing to provide seamless service for all customers. What’s important is that receive the service they expect, even if it is not what we were expecting to provide.
Describe the most challenging customer service situation you have faced – how did you handle it?
When I used to work in hotel reception we had very busy Saturdays with lots of holiday guests checking in early, at our beach location. One group of ladies were obviously tired of waiting and complained about having to store their luggage while waiting for their room – they were not happy.
I heard them mention that their daughters had gone away to celebrate end of school week and so they were celebrating together – I delivered a bottle bubbly, some Hawaiian lays and wrist bands to their room prior to them arriving to help them celebrate. Throughout their stay I saw them enjoying themselves and when they left they thanked me personally, saying that they will be making it an annual visit. It was a rewarding experience.
Where have you personally experienced the best customer service?
A few months ago I ducked in to a small café to grab a quick take-away sandwich. I had never been there but the lady treated me so kindly, like I was an old friend. Even though there was nothing special about the place or the food I still remember how she brightened my day – she was so friendly and happy talking to me, while making me a sandwich. It is this connection with the customer that leaves an impression. I felt like I had made a new friend – she made my day!
We know you like your travels – where is the friendliest place you have visited?
The small towns seem to have the best connections. Out of all the places I have visited, I would have to say Vietnam is the friendliest. From the moment I arrived I felt so special. I had no accommodation booked and the first hotel I walked into had no rooms. However, the manager arranged for one of the concierge to carry my bag and show me over to another hotel while she called them to let me know I was on my way.
I had a great experience during my time in this country, they made me feel special. In some places they spoke very little English, only learning what they could from tourists but they always gave their full attention and made my trip very memorable.
Sum up good customer service in three words
-Friendly
– Efficient
– Helpful
Give us a snapshot of your day
8am – When I get to a client site my first priority is to make sure I am organised for the day. I always check if we have any early meetings or visitors I need to be prepared for and communicate any other needs to the hospitality team. I then do a floor check, making sure all offices and meeting rooms are clean and tidy.
9am – By 9am most other people have made their way in to work. I need to make sure I am at my desk ready to greet everyone, answer calls and emails. At some sites I get more emails than others so I need to make sure I prioritise and respond to any urgent emails. A lot of the emails that come through are internal requests for room bookings, all of the sites I work at use different systems, some requirements can be more extensive for example catering and AV requests.
11am – By 11am, I have collected and sorted the mail. At Some sites this can be an extensive task of delivering to different desks, scanning, copying, filing and forwarding different mail.
1pm – At 1pm, I have done a second floor check ensuring that all meeting rooms are clean and tidy for any new clients arriving on site, this includes the reception area. I make sure I have any visitors registered and any out-going mail prepared for a 2pm collection.
3pm – By mid-afternoon I check meeting room bookings and visitors for the following 2 days. At some sites I am required to confirm the up-coming bookings and also liaise with the hospitality team to ensure they have corresponding information. This helps to ensure smooth service throughout the week.
5pm – Before I leave at the end of the day I ensure I have answered all emails, sent out any couriers and prepared any room bookings and visitor registrations for the following day. If I am not going to be at this same site the next day I also make sure I prepare a hand over for the morning person.
