Sumantri - Ideation - Sincere hospitality

Ideation - Sincere hospitality by Sumantri. Madinah Al Munawarah 17 May 2008. Al Rashied Grande Orchid Hotel - Madinah Al Munawarah - Kingdom of Saudi Arabia, the hotel may not provided a services such as fruit basket upon arrival, good night chocolate during turn down service or staff member to great the guest by name, or even cold or hot towel during arrival. No daily newspaper available in the guestroom, no Seattle bus drop and pick to and from shopping mall. Those were mentioned is a must when i worked in Asia.

Pilgrims is a special customers.

There are 6 the most important things that i can observed to served pilgrims customers.

NO 1 Comfortable guestroom that included a comfortable bed and comfortable bathroom this is a must Umrah or Hajj is physically ibadah there are so many physically activity done during that period. To have a great sleep is something compulsory to support the succeed of umrah and hajj activity.

NO 2. Familiar Food and Beverage thus a large of space to dine. Most of pilgrims will look for his familiar food and they will eat the same time, imagine if the space is not enough its will take 3 hours probably to completed one time meal, so you u better make sure that you will have a food that your customer familiar with and reduce the Que time by organized and driving the Que.

NO 3. Safety and Faster Elevator is a crucial. You will have a problem 5 times a day if your elevator can not load can be covered your customer. Every day during praying time is a busy time for elevator. Don't make your customer angry caused of stuck inside the elevator. Don't make them disappointed caused elevator stuck somewhere in the floor. Highly recommended to have expert stand by from the elevator company otherwise/unless 24 hours available on call basis.

NO 4. Express check in and express check out. The time will not tolerance the situation you must make zero error when execute check in and check out procedure. It is more simple than business hotel 4 things are the most important when check in procedure apply ( Luggage handling,key distribution,rooms readiness and passport handling ). Please note : Most of umrah and hajj pilgrims customer not require to sign registration form and no transaction are require either. Pre-billing settlement is a must.

NO 5. Sincere hospitality. Wraps it up te experience with your sincere hospitality. Those 4 factors mentioned above will not be completed without your sincere hospitality. Sincere hospitality means you got to be sabar, you got to be helpful, you got to be reactive, you got to be amanah and last not least you got to be honest. A simple story may make an illustration of what is sincere hospitality will be easier to understand. You have perfectly made keys card with zero error. The keys card completely working no doubt at all. You have tested and you believe and sure all keys are executed perfectly. After handed all the keys to your guests you fill great caused no one come to you desk asking and telling that the key is not working. Opss suddenly 3 hours after check in times 10 guests or even more come to your desk telling that the key is not working in the same time. This is the time when sincere hospitality is used. If you not sincere you say in the polite way that Haji I have tested my self that the key is working. Or you say ' IMPOSSIBLE' That will be many sentenced that will try to confirm that you absolutely right. Here's the cases, you have to open all the possibilities of caused this matter, maybe your customers doesn't know how to open the door this matter is the most common other caused of course you have to consider. So be sincere be sabar when handle all pilgrims.

N0 6 Hotel should have respond team, respond to any request or respond to any need of pilgrims, attending the request and solving the complaint. If this 6 points as a basic you have InsyAllah will be smooth your operation if you have more than will be perfect.