How to Maintain Quality Guest Service During Holidays

NEW YORK—With the holidays right around the corner, hotels and hospitality companies across the country are preparing for one of their busiest seasons of the year. In fact, New York City is expected to see nearly six million visitors—or more—in December alone, according to reports.

With the impending influx of travelers, it is imperative for hotels to proactively put processes in place to maintain quality guest services. At the Cambria Hotel & Suites in the Chelsea section of Manhattan and the Cambria Hotel in Times Square, both managed by Concord Hospitality, general managers Michelle Giovanni and Gwen Lytle recommend focusing on the following areas:

Know your guests

At both hotels, associates are trained to share customized advice about things to see and do in the area during guests’ stays. The best recommendations depend on age and traveling groups, like families. The Cambria in Times Square is also always prepared to answer questions about New Year’s Eve festivities and provide the prime spots to watch the ball drop.

Provide a list of current happenings and maps

Both hotels provide maps with top things to do in their respective neighborhoods and across New York City like outdoor ice skating, holiday markets, where to find the best Christmas trees and window displays, shopping destinations, popular restaurants and bars, shows and more.

Maintain crowd control

Many hotel lobbies in New York City are efficient in size, so staff must ensure personal touches are maintained in order to keep everyone moving through as easily and quickly as possible. Staff at each hotel has contingency plans on who to call on when additional lobby assistance is needed (such as managers, housekeeping, engineering, etc.) to assist with luggage, full elevators, a friendly smile, directions or additional recommendations.

Be prepared

Know, and budget for, the operational additions holiday guests may require including additional staffing to ensure all posts are adequately covered during this busy season, factoring in more garbage pick-up and providing more amenities per room as the mix of business travelers becomes more leisure, bringing more people per room.