Page 169 - The New Gold Standard

Support Frontline Empathy
staff members typically call a guest prior to an approaching stay
to gain some basic information about the upcoming visit. Maria
Thompson, a former trainer in guest relations at the Washing-
ton, D.C., Ritz-Carlton, now sales administrative assistant at
The Ritz-Carlton, Phoenix, observes the fine distinctions of read-
ing people successfully: “We make a concerted effort to speak to
most of our guests. This previsit phase is crucial; it’s how we
build the profiles of our guests so we can ensure that any special
needs are taken care of ahead of time.” Maria continues, “If a
business person comes in once a week, we don’t call each time,
but I still try to see the guest during each stay and ask, ‘How is
your visit? Is your amenity correct? Would you rather have some-
thing else? Are you tired of the fruit? How is your family? When
are you coming back?’ I also make a point to try to be one of the
familiar people who are there to greet the guest upon arrival.”
Daniel Mangione, assistant pastry chef, reports that a simi-
lar process of inquiry takes place for dinner reservations at his
hotel. Daniel appreciates the attention to detail. “We have a de-
partment solely dedicated to resort reservations. The guest might
call and say, ‘My wife and I would like to make reservations at
your restaurant for 7:30.’ That triggers a list of questions from
our reservations staff that helps us better anticipate the guest’s
culinary needs. Our Lady or Gentleman might ask something
like, ‘Sir, are you celebrating anything special?’ to which the re-
sponse might be, ‘Yes, it’s actually our anniversary.’ Our reserva-
tionist’s response might be, ‘Oh, fantastic, Sir. How many years?’
From that, we are able to create a ‘Happy Anniversary’ plate with
a truffle box for the guests upon their dessert course. We also ask
questions like, ‘By any chance do you or your wife have any food
allergies?’ Again that information is immediately communicated
to the culinary staff.
“The next series of questions ask the guest, ‘Do you have
any preferences?’ They could really like Maine lobster, and if we
have a Maine lobster dish on the menu at that time, the server
will highlight it. The server can approach the table and strike up

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