Customer Service at its Best #NaturaPalaceHotel #Lanzarote


 

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What do you look for in a holiday? Mine is sunshine, a lovely venue, easy access to local areas, good food, swimming pool, and most of all good customer service.

Well we certainly found that last week when we went back to Lanzarote again for the second year running. Why? Because we could not fault the hotel we stayed at Hipotels Natura Palace in Playa Blanca.

I could not fault the hotel on any level last year, and the same again this year.

The customer service was second to none the moment we walk through the door to the day we left.

On arrival the Reception staff were friendly, helpful and professional. A porter took our cases to our room which was really well laid out  equipped with a fridge, large flat screened TV, table and chairs and the bathroom came with all the usual soaps, shampoos, tissues, hairdryer and other useful accessories.

We had a sunny balcony that overlooked the beautiful swimming pools (2 large pools and one children’s pool) and the best bit there were plenty of sunbeds to go around.

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The food was exceptional and catered for everyone’s taste, you certainly wont go hungry whilst staying at the Natura Palace. The Maitre d” is attentive and very charming making you feel that you are the most important person when he is dealing with you, he remembered that we have been before which was very impressive seeing the amount of people who must pass through the restaurant every day, and the staff again charming and very helpful. There was a wonderful chief who made smoothies to order – they were just amazing.

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The dining room staff work extremely hard, often working the breakfast shift, the evening shift and then working in the bar until late. They worked hours but every single one always wore a smile and were always very attentive.

The bar staff couldn’t do enough to help and got to know you very quickly, they would often have a joke or two despite the language barrier they always interracted with everyone.

The rooms were cleaned every day and the maids always went out of their way to make you feel special.

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The hotel was immaculate the public areas inside and outside were kept spotless at all times.

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The grand staircase in the Main Reception area and the lower grouund lobby area.  

I did the same this year as I did last year. I peopled watched – one the things I have loved doing since I was little (or just plan nosy as my husband would tell me)

I can honestly say that I never seen a grumpy member of staff the whole time we were there, the amount of hours that the staff worked were long and not very sociable, working in the heat giving a  110%. Their customer service was excellent at all times.

I can honestly say I have never witnessed so many staff giving such a great service.

I am intrigued to know how their go about their customer care training. How they instigate the training and uphold it to the level that is being given.

Do Hiptels hold in-house training? Does each department hold their own training or are the staff training as one? Are staff sent off site for customer care training.

To give training is one thing, the hardest thing is ensuring that the training is maintained at all times.

Whatever way they are doing it they certainly have it right. Well done to the Management and Staff at Natura Palace you should be very proud of yourself.

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© 2011-2017 Reception Training all rights reserved

Receptionist Training – The Perfect Image


THE PERFECT IMAGE

  • Professional
  • Efficient
  • Reliable
  • Friendly
  • Expert
  • Caring
  • Trustworthy

PROFESSIONAL

The Way you dress perhaps wearing a company uniform. The way you talk and the actions you take add up to being professional.

EFFICIENT

Always see a task through if you are able.  This given the customer the opinion that you are efficient. If you cannot see a task through then make sure that you pass it on to someone who will.

RELIABLE

Always be a good timekeeper. Do not let yourself and others down. Always do the tasks asked of you. Being reliable means that your team can count on you.

FRIENDLY

SMILE – even when you are on the phone – a friendly face makes people feel at ease. Everyone likes to see a friendly face.

EXPERT

Be confident – understand the task that you are doing. If you are not sure ASK someone. All of these will make you an expert in what you are doing.

CARING

Remember one of the most important things is to care. People will be more approachable if they find you are caring. It does not mean you have to be a “walk over” or agree with the other person but to care i a very important value to have.

TRUSTWORTHY

To be trustworthy is the utmost. To be trusted is something that is earned. If you are trustworthy your team members and customers will trust your judgement and value your opinions.

Receptionist Training – The Perfect Image


THE PERFECT IMAGE

  • Professional
  • Efficient
  • Reliable
  • Friendly
  • Expert
  • Caring
  • Trustworthy

PROFESSIONAL

The Way you dress perhaps wearing a company uniform. The way you talk and the actions you take add up to being professional.

EFFICIENT

Always see a task through if you are able.  This given the customer the opinion that you are efficient. If you cannot see a task through then make sure that you pass it on to someone who will.

RELIABLE

Always be a good timekeeper. Do not let yourself and others down. Always do the tasks asked of you. Being reliable means that your team can count on you.

FRIENDLY

SMILE – even when you are on the phone – a friendly face makes people feel at ease. Everyone likes to see a friendly face.

EXPERT

Be confident – understand the task that you are doing. If you are not sure ASK someone. All of these will make you an expert in what you are doing.

CARING

Remember one of the most important things is to care. People will be more approachable if they find you are caring. It does not mean you have to be a “walk over” or agree with the other person but to care i a very important value to have.

TRUSTWORTHY

To be trustworthy is the utmost. To be trusted is something that is earned. If you are trustworthy your team members and customers will trust your judgement and value your opinions.

 

© 2011-2017 Reception Training all rights reserved