On-demand workers are qualified professionals, and they often have extensive experience. However,they still need to be trained in the way that you do things, and if you offer ahigh-end, luxury service, such training is imperative.
So, how can you train flexible staff members to operate effectively in a high-end establishment?
Defining Modern Luxury Service
In the hospitality sector, a luxury experience is one that sets itself apart from the norm, offering a more personalized level of care and attentiveness, including:
- Unmatched customer service.
- Attention to detail.
- Personalized service catered to the unique needs of your guests.
- Forming emotional connections with guests.
- Creating a memorable experience that justifies the higher price tag.
- Higher quality and refinement at every turn.
A luxury hospitality business doesn’t just meet expectations, it exceeds them in every way, going above and beyondfor each and every guest.
Quick-Training Methods for Premium Service
On-demand workers are suitable for every business type and every level of service, but hiring professionals without experience in the luxury service industry necessitates a few key training protocols:
Individual Skill Training
An on-demand worker can be a jack of all trades, but in the luxury service sector, it’s best to give them a laser focus. They should perform specific tasks, ones that are best suited to their skill set and ones that you can drill into them through repetitive task training.
Give them several roleplaying situations, letting them get hands-on while receiving support from more experienced managerial staff.
Improved Customer Interaction
Luxury service hinges on customer interactions. A smile, a friendly word, or a brief interaction can make all of the difference. If the customer is unhappy, staff should know how to deal with them; if they make a request that can’t be fulfilled, they’ll need to respond in a way that doesn’t disappoint.
Roleplay a few different situations and advise your employees on the best course of action.
Encourage Teamwork
Customer service requires dedicated teamwork and regular collaboration. Encourage your team to communicate and use tools like group chats and project management software (such as Slack and Asana) to keep them communicating on every task and every client.
Experienced staff can act as mentors to new ones, sharing their knowledge and gently nudging them in the right direction when they make a mistake.
Emphasize Safety and Cleanliness
Safety is paramount in any business, but it’s even more important for luxury service providers. Focus on room hygiene and food safety. Workshops, seminars, lectures, and regulatory guidance will show them how to maintain a high standard at all times.
Problem-Solving at Premium Levels
Employees should practice active listening when engaging with dissatisfied guests. Nothing sours a “luxury” experience like a despondent staff member who refuses to listen to reason or offer any assistance.
Talking will only go so far, though, and as a luxury provider, you should have protocols in place to appease dissatisfied guests. Teach your employees about complaint procedures and compensation packages so they can handle unhappy interactions quickly and professionally.
Managing VIP Guest Expectations
If your aim is to always exceed expectations, you need to know what those expectations actually are:
- Show employees how to engage guests in proactive conversation.
- School them in the 3-minute rule, whereby they return to tables after a few minutes to ask if the guest is satisfied.
- Prioritize comfort and convenience at all times.
- The guest should always feel valued and appreciated.
- Employees should ask guests how their needs can be satisfied without regularly intruding on their experience.
Appearance and Etiquette Standards
Good etiquette and proper attire are paramount in any luxury service. Show on-demand workers how to present themselves and manage everything from guest introduction to refined table service. The smallest changes can make the biggest difference—it’s all about attention to detail.
Wine and Beverage Service Standards
Anyone who recommends and serves drinks should be trained in proper techniques. Guests expect to receive wine recommendations from experienced sommeliers. They expect their single malt whisky to be served in proper glassware and their wine to be decanted. It’s not just about the quality of the products—although that certainly plays a big role—it’s about how they are presented and served.
Utilize On-Demand Learning
Your employees don’t need to be physically present to learn about your business and luxury service in general. There are various on-demand learning tools that they can use individually or as part of a team, including online workshops, webinars, and courses.
Invite all of your employees to participate or encourage them to learn on their own, with options such as the Luxury Hotel Association and Way, as well as webinars staged by luxury brands such as the Four Seasons.
Measuring Premium Service Success
Regular performance reviews will keep your on-demand workers on track, while ongoing training will ensure they stay up to speed.
Encourage guests to leave feedback online or in guestbooks. Communicate with your employees to highlight any potential weak links. Use analytics to check everything from customer response times to turnover rates.
Luxury service is hard to quantify, so analytics won’t tell you everything, but they’ll give you a basic idea of who is performing to your exacting standards and who is falling short.
Hire Luxury Service Workers Now
Now that you know how to train flexible staff and ensure they meet the highest standards of luxury service, the only thing left to do is start hiring!
At GravyWork, we have over 10,000qualified, vetted, and insured professionals waiting to help. It only takes a couple of minutes to join our platform and post a job, and as most job positions are filled within 24 hours, you won’t need to wait long to start the training and integration process.
Start by signing up for a free business account and take things from there.
