Customer service positions are often the first point of contact for guests and can make or break their experience at your hotel. If a guest is not treated well, a return visit to that hotel is unlikely. That, in turn, impacts reservations, sales, and even the hotel’s reputation. Once negative word of mouth starts to spread, it has a ripple effect that can cause serious – and lasting – repercussions for the entire organization.
Hiring the wrong customer service employees can become a public relations nightmare when a frustrated hotel guest complains about an experience or tells friends about it. The Internet compounds the effects of negative word of mouth. A quick Google search will pull up reviews of nearly every hotel, restaurant or travel destination in the world. And some websites are dedicated to helping customers spread the word about their experiences.