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Thursday, April 8, 2010

Douglas Fir Resorts Link to Customer Satisfaction

Today I headed upstairs for my front desk duties and met with the Reservations Supervisor. We started the day off with an overall review of front desk procedures and operations. I was able to stand back and observe the smooth flow of all the front desk staff and see exactly how our clients interact with the staff  from check in to check out.  I noticed a few key qualities that all the front desk staff exhibit naturally towards the guests. The qualities included:
  • Cheerful outlook
  • Spirited optimism
  • Great listeners
  • Staff always holding a friendly smile
Considering these economic times for most hotels this type of person is hard to come by. I find it really nice to come into a hotel that already has these unique qualities in the guest services staff.
I believe that some of the most effective hotel strategies are those that simultaneously satisfy guests, improve operational efficiencies and generate additional revenue. That is what Douglas Fir Resort has really linked to right here at the front desk.
One member of the front desk showed me how she implemented her very own review guide for celiac and vegetarians in Banff.  She has created a list of restaurants that people with food concerns can obtain from the front desk, as well as a monthly review of what events are going on here in Banff.  I thought this was a fabulous idea being a celiac myself. I know just how hard it is to come by gluten free restaurants on my own. I could tell that the communications in the hotel have worked effectively and that the front desk has had an input of their very own. The guests are happy with additional touches such as reviews, and suggestions.  Many of the guests commented on returning again as well as mentioning about our hotel to their friends.

Tomorrow I will be at the WATER SLIDES!


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Douglas Fir Resort & Chalets

Tunnel Mountain Road
P.O. Box 1228
Banff, Alberta T1L 1B2 Canada

For reservations call toll free:
Toll free fax: 1-800-267-8774
Calgary Direct Line: 264-2563
Phone: (403) 762-5591
Fax: (403) 762-8774

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