Hotel Maintenance Staff Can Be Ambassadors of Hotel Hospitality - By Doug Kennedy
When we as hotel managers picture hospitality superstars, we tend to envision the 'traditional' ambassadors of hotel guest service excellence, which are the smiling faces behind the front desk, bell stand, guest services/concierge, housekeeping lobby attendants, or perhaps the waitstaff and bartenders.
Yet when you stop to consider which hotel associates actually spend the longest period of time interacting with in-house gusts, it becomes evident that the associates from the departments we call maintenance or engineering actually have by far the most lengthy interactions. On top of this, their interactions are arguably of the most significant importance. Why? When the maintenance staff is called into action it is almost always due to a problem with the guest
