Enterprise Insight:
GUEST SERVICE

What does delivering great guest service mean? When we walk into an enterprise we are immediately taken by the smells, the sounds, the decor and then… We have our first interaction with a team member of the enterprise. During these initial first few moments, we have already defined whether or not this “feels good”. Delivering great guest service is defined as the empathy of the team members. Do they hear you, are they aware of what you want and better yet, have they enhanced your experience by sharing with you additional information about the company and the products they sell? This feel good experience determines whether or not we will go back to an enterprise.

Many new enterprises are popping up, we will all go once. We like following the new trends. Whether we go back that second time will be dependent upon whether or not the guest had that “feel good” experience and your team members have empathy. Can you teach empathy and how do you know if the team members you hire have empathy. Danny Meyer, managing partner of Union Square Hospitality Group and Shake Shack, states that 51% of an employees’ skill set should be the emotional intelligence and the other 49% should be technical. Attracting and hiring the right staff is your first step in employing empathy into your enterprise. The next time you are set to make a round of new hires, think about your strategy and the presentation your enterprise represents to the new hires. Your best staff is just in front of you.

Happy Hiring… TaraPaige Group