Employees often feel constrained by their job titles. Doormen should mainly open doors, massage therapists should mainly give massage treatments, and room attendants should mainly clean rooms. This type of constraint can inhibit the potential creativity and zeal that employees experience in their jobs. I've held close to 20 different roles in the hospitality industry, ranging from busboy to corporate training director, but only one role truly allowed me to "break free". In the role, my job description was to move heaven and earth to delight every guest all the time. That role was as a concierge. I loved that job. Being a concierge was purely about anticipating, organizing, and delivering exceptional service. Even after I moved on to other roles, including my current one as a service consultant, I approach every customer with the same concierge mindset..."I will do whatever it takes to provide the best service you have ever received".
On a recent trip to Spain, I stayed at the Hotel Puente Romano in Marbella. My interactions with the lobby concierge were exceptionally positive, and I began to wonder, what would happen if every employee in a business developed that same concierge mindset. What if every employee served like a concierge and did not allow their service delivery to be constrained by their job title? If this becomes the case in your business, then here is what each employee, including yourself, needs to do consistently:
o Never say "no". Always give options and alternatives.
o Going above and beyond will be the minimum standard of performance for all customers.
o Feel empowered to create exceptional memories. This assumes that your leader trusts you enough to empower you, coach (not chastise) your efforts and give encouragement regularly.
o Coordinate and work with other departments to surprise and delight customers. It is difficult to go above and beyond by yourself.
o Always follow through on customer requests.