The guest-oriented and self-confident cleaner
Hospitality is important in the cleaning industry. Managements and MTs know the value of hospitality.
Find it out yourself
During meetings a lot of time is spent on what hospitable behaviour should look like within one's own organisation. And the nice thing is, the cleaners can actually think that up much better themselves. This is what happens in practice. The cleaning employee himself has an excellent and outspoken image of hospitality.
En heeft bovendien directe invloed op de beleving door zich gastgericht te gedragen. De kracht van het gedrag van schoonmaakmedewerkers in combinatie met een zelfbewuste aanpak is dan ook erg groot op de gastvrijheidsbeleving van de klant. En blijvend.
Do your employees work from the heart?
"Smart behavior is everything you consciously choose to do or not to do. How you do it and what you do, together determine the experience".
By choosing an approach that suits the situation and treating guests as the employee would like to be treated himself, the perception of the guest is positively influenced.
Door een benadering te kiezen die goed bij de situatie past en gasten te behandelen zoals de medewerker zelf behandeld zou willen worden, wordt de beleving van de gast ten positieve beïnvloed.
Make sure your employee chooses the behaviour smartly and deploys it effectively. With hospitality you work from your heart (and a bit from your head). Make sure the employees offer your guest sincere attention, comfort and safety.
Golden rules of conduct
To ensure that everyone in the company is hospitable to the customer in the same way, it is advisable to agree hospitable rules of conduct. Not too narrow, because what a cleaning employee shows should also suit the employee himself.
Authenticity comes first. It is important that all employees within the company are aware of these rules of conduct and adhere to them.
The big question then, of course, is what this looks like in practice.
Denk bijvoorbeeld alleen al eens aan de timing van de begroeting… Meer weten over gastvrijheid en voorbeelden van de gouden gedragsregels? Vraag de whitepaper aan!
