Raise staff evaluation by devising equipment

Reception structure that raises the evaluation of staff

Staff training is important, but it is also important to create a manual to quickly support customers’ requests and equipment support so that staff can provide excellent customer service.

Usually, when a customer thinks about the impression of an inn, if there is no trouble during the stay, the impression of the staff does not remain much compared to other items.

Isn’t it difficult for customers to evaluate staff item that are not so impressive and give the item a perfect score ?

However, there are ways to raise the rating by devising equipment for customers who did not have much opportunity to serve.

As for the conversation with the staff at the time of check-in, since the conversation is impersonal ( or clerical ), it is not very impressive.

During check-in, customers spend most of their time looking at the reception counter to fill out the inn register and listen to explanations, and not much time to see the staff.

There is a reception structure as a specific method for the customer to see the staff’s face and leave an impression.

・ Reception direction

・ A feeling of openness at the reception

Reception direction

The direction of the reception is on the left and right walls as viewed from the entrance

If the direction of the reception is on the left and right walls as viewed from the entrance, the first time customers enter the inn, the staff will look at them sideways and wait until they are in front.

When the customers see the reception from the outside, the staff is unaware of the customers’ presence, and will continue to show the face seen from the side to customers.

Since the time to see the customer from the front is shortened, the relationship between the staff and the customer at the time of check-in becomes mechanical and businesslike.

For example, it’s like watching a train passing in front of you at the station platform.

The reception is facing the front of the inn entrance

On the other hand, what if the reception is facing the front of the inn entrance ?

Customers can approach the reception area while recognizing the faces of the staff.

The customers will confirm that the staff is looking at them and look out over the inn.

First of all, it is important to have the customer recognize that the staff is conscious of the customer.

In addition, the reception is facing the front, so customers have a longer time to see the staff from the front and the impression of the staff is stronger.

The feeling of openness at the reception

Next, let me explain the feeling of openness at the reception.

Of course, if the reception and lobby are completely blocked, the customer will feel the distance to the staff.

The reception of the inn that I operated was L-shaped, so it was separated from the front, but not from the back.

It was because we wanted to get close to the customer by opening a part, but the customer had never entered from that unseparated place.

There may be a question of how to prevent crime. To do this layout, it is important not to put anything extra.

The structure of this reception may be unsuitable if the layout is so that the customer can see where the keys and the register papers are lined up behind the reception.

The simplest on the reception counter is the best.

The essential role of reception

The reception counter is not a border with the customer, it is just a desk with documents and computers necessary for check-in.

Not only the reception counter, it is better not to place as many items as possible on the plate with the word ” Staff Only ” or any items that may make customers feel the distance from the staff.