Sep-Oct 2016 Issue | Business View Oceania

248 Business View Oceania - September/October 2016 Jansz says, “We provide friendly ser- vice and our staff are trained to en- sure this. We take online comments from guests from sites like TripAdvisor. “I send daily emails to all my guests that provide me with email addresses, asking them that if they have the time can they please comment on TripAdvi- sor. When I get comments and feed- back face to face I look at negatives as a positive. For me, a negative com- ment is a way on how I can improve customer services and my business. “I don’t look at any comment as neg- ative. There are many comments prais- ing the staff and telling them that they have done a good job. When I see a comment with a specific staff mem- ber’s name I actually print that com- ment out and put it on our staff memo board. “It gives the staff extra confidence because they made someone’s day with their service and that motivates them to go over and beyond for the next one.” Staff are encouraged to undergo on- line customer service courses to keep them updated on how to cater to the need of the hotel’s guests. The Cairns